Dukhan Bank streamlines its debt collection and reduce agents’ case handling time

Headquartered in Lusail Marina, Qatar, Dukhan Bank operates eight branches across the country to provide a broad range of Shariah-compliant financial services, including retail and private banking, real estate and structured finance, corporate and government banking, and wealth and asset management, catering to diverse client needs.

Solving critical challenges

As Dukhan Bank continued to grow, its leadership identified operational challenges that presented opportunities for enhancement. These included the need for more agile reporting, greater access to on‑demand MIS insights, increased automation, and a more unified customer view to support informed decision‑making. Strengthening oversight of internal and external collections teams also became a priority as the bank sought a more integrated, data‑driven approach.

To address these evolving needs, Dukhan Bank partnered with Intellect Design Arena and adopted the eMACH.ai Lending platform. This strategic collaboration enabled the bank to reimagine its collections ecosystem by introducing:

Với các bảng điều khiển tích hợp và khả năng quản lý thông tin (MIS), ngân hàng đã chuyển đổi thành công các hoạt động trước đây phân tán thành một hệ thống gắn kết, phối hợp tốt – hỗ trợ hiệu quả hoạt động mạnh mẽ hơn và các quyết định kịp thời, dựa trên thông tin chi tiết.

Strengthened Monitoring Capabilities

Using an API-first approach, the eMACH.ai Lending solution ensures effortless integration and interoperability with third-party platforms, removing long-standing barriers to connectivity. To strengthen monitoring capabilities, the platform added tools that go beyond standard Promise to Pay (PTP) tracking. Features such as short settlement plans and monthly instalment plans, complete with built-in approval mechanisms, gives Dukhan Bank more flexibility in managing customer commitments.

Improved User-interface and Efficient Reporting

The technology upgrade wasn’t just behind the scenes. A refreshed, intuitive user interface was designed to deliver a modern, seamless experience, ensuring efficiency and enhancing customer interactions. Reporting also received a significant boost. With the ability to generate, configure, and schedule reports effortlessly, stakeholders now have timely access to insights that were previously difficult to obtain.

The Business Impact

Delivered in seven months, with 79 user stories, the platform achieved an EOD duration of just 20 minutes and a 20% reduction in agent handling time. Dukhan Bank reported significantly streamlined recovery workflows, external agency management, improved efficiency through automation, agent productivity and visibility, with stakeholder-ready reporting and simplified access across systems.

An Award Winning Bank

A perspective from Dukhan bank