Exus Blog Article
Merging two banks is a complex process that requires more than just combining assets. It also means seamlessly integrating systems, processes and teams.
When the National Bank of Bahrain (NBB) acquired Bahrain Islamic Bank (BisB), they faced a challenge in a key operational area: unifying their collections and recovery processes.
Each bank had its own approach to debt collection. NBB relied on an internally developed system that served its purpose but lacked advanced tracking and automation.
BisB used an older version of EXUS Financial Suite (EFS) that didn’t take advantage of the latest features designed to boost efficiency and streamline operations.
The customer: two banks, one vision
When two great banking institutions merge, it’s not simply a case of combining assets. It’s about building something stronger, more efficient and future ready. This situation presented not just a problem to be solved, but an opportunity to drive more value post-merger. Let’s take a look at the two banks at the heart of this transformation:
The National Bank of Bahrain (NBB)
Established in 1957, NBB was the first locally owned bank in the Kingdom of Bahrain and remains a leader in the region. The bank is devoted to customer-centric services and innovation, driving economic development through smart financial solutions and responsible banking.
Bahrain Islamic Bank (BisB)
Founded in 1979, BisB was Bahrain’s first Islamic bank and fourth Islamic banking entity in the GCC. With a focus on Sharia-compliant finance, BisB has played an important role in developing both the local and global Islamic banking industry, in addition to the Kingdom’s economy.
With NBB acquiring a 78.81% majority stake in BisB, the goal was clear - expand into the Islamic banking sector and create a unified, streamlined banking ecosystem.
However, there was one major operational challenge to overcome: bringing debt collections and recoveries under one roof.
The challenge: two systems, one objective
While both banks held strong market positions, their debt collection systems were vastly different:
NBB used an internally developed collections system that, while functional, lacked the automation and advanced tracking tools of modern platforms.
BisB used an older version of EXUS Financial Suite, meaning they weren’t benefitting from the most advanced features for optimising workflows and improving tracking.
This created some challenges, such as:
- Manual processes reducing efficiency.
- Difficulty unifying operations post-merger.
- Limited reporting and analytics capabilities.
- Inconsistent collections tracking across departments.
The Solution: EXUS Financial Suite
“EFS is very efficient. It helps track the collection data in the system, streamlining and automating all collections processes. The EXUS project team was great and handled the challenges we encountered very well. Both teams worked seamlessly as a combined unit to deliver the project within the allocated timeframe and budget.” - Marcelino Karl Fernandes, Head of Debt Recovery, NBB
To overcome these challenges, NBB and BisB implemented the latest version of EXUS Financial Suite (EFS) - a powerful collections and recoveries management system designed to automate and optimise debt recovery processes.
Key benefits of EXUS Financial Suite
- Automated debt collection. Reduces manual workloads by automating follow-ups and prioritising high-risk accounts.
- Advanced analytics and reporting. Provides real-time insights into collections performance and risk assessment.
- Streamlined workflows. Helps agents focus on high-priority cases, driving efficiency improvements.
- Centralised communication tracking. All calls, letters and digital communications are registered in one system.
“EFS is a life saver - we have all calls, letters, and digital communications registered in EFS. The best addition is the reporting/analytics part, which helps us monitor all collections activities and our portfolio evolution. The project ran smoothly and the BisB team is taking advantage of the new features available in the new version.”
- Mohamed Abdul Rehman Abdul Rahim, Head of Retail Collection, BisB.
Implementation: a smooth transition
Deploying a new system across two major banks required a thoughtful implementation process. EXUS used its Remote Rapid Deployment Methodology to ensure a seamless transition with minimal disruptions.
The EXUS team worked closely with NBB and BisB stakeholders to configure the system based on each bank’s unique requirements. The collaboration between all teams was highly productive and key to the project’s success.
“One of the best customers to work with. The approach of both banks’ members was very decent and polite. We are very happy to have worked on this project. We and NBB/BisB were very homogeneous, working together as one big team.” - Chris Maranis, Deputy CEO, EXUS.
The outcome: one system, twice the efficiency
EXUS Financial Suite’s impact was immediate and measurable:
For NBB:
Automated tracking of accounts ensures all collections activities are properly documented and accessible.
- Real-time monitoring allows the collections team to track delinquencies and take proactive measures.
For NisB:
- Agent productivity increases due to faster response times.
- Collections strategies reduce from 13 to just 3, simplifying operations.
- Improved tracking of workflows, promises and payments, boosting accuracy and efficiency.
By bringing collections management together under one advanced system, NBB and BisB improved efficiency, reduced missed payments and increased recovery rates - all while solving the problem of unifying collections.
Final verdict: a new standard for collections
This success story demonstrates EXUS Financial Suite’s reliability - not only in unifying collections across institutions, but also in driving more efficient debt recovery.
For NBB, EFS replaced an outdated system with a fully automated and trackable collections process.
For BisB, the upgrade streamlined collections from 13 complex strategies down to just 3, improving efficiency across teams.
For banks looking to automate collections, optimise workflows and improve recovery rates, EFS delivers a powerful and proven solution.
The full case study is available to download here.