How Adira Finance Stabilized Collection Performance and Automated Their Collection Process with AI Voice Agents

Adira Finance manages receivables at a scale that few companies in Indonesia can match. But with that scale comes complexity, and when payment rates in overdue buckets started showing instability, they knew their collections operation needed a smarter foundation to stand on.

Company Profile

PT Adira Dinamika Multi Finance Tbk (Adira Finance) was established in 1990 and initially operated as an auto finance company, later expanding into motorcycle financing in 1997. In 2004, Adira Finance listed its shares on the Jakarta Stock Exchange (now the Indonesia Stock Exchange) and was acquired by PT Bank Danamon Indonesia Tbk (Bank Danamon). Currently, Bank Danamon holds a 92.07% stake in the Company. As a subsidiary of Bank Danamon, Adira Finance is part of the MUFG Group. Adira Finance has become a leading company in the financing sector, serving a wide range of brands and products. In 2015, Adira Finance began introducing sharia-based financing products for household appliances and electronics (durables) and automotive financing (cars and motorcycles) through the Adira Finance Sharia Business Unit. In 2017, Adira Finance also launched the multi-purpose financing e-commerce platform dicicilaja.com, the vehicle marketplace momobil.id, followed by momotor.id in 2018. On February 20, 2020, Adira Finance launched a new digital innovation: the adiraku app. Challenges

• At Adira Finance’s scale, even small inefficiencies in collections have a significant impact on the bottom line.
• Rising operational costs: Managing collections across millions of customers required significant manual effort, and the cost of maintaining that setup was becoming difficult to justify.
• Unstable payment rates in overdue buckets: Repayment consistency was proving difficult to maintain, particularly for customers who had already passed their due dates, creating gaps in collection performance that needed to be addressed.

Solution

• Adira Finance worked with AI Rudder to bring automation and consistency to the parts of their collections process that needed it most.
• AI Voice Agent for Collections (Pre-Due and Post-Due): AI Rudder deployed a voice agent covering both pre-due reminders and post-due follow-ups, ensuring customers were reached at every critical stage of the collections journey with consistent, compliant messaging that didn’t depend on agent availability.

Result

The AI-powered collection solution has helped Adira to improve operational efficiency through automated and compliant collection processes. By ensuring consistent performance and standardized procedures across all collection stages, the solution has contributed to higher payment rates and better overall collection outcomes.