How Concora Credit Saved $2.4 Million With Automation

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

Concora Credit, formerly Genesis Financial Solutions, is a leading U.S. specialty finance company focused on empowering non-prime consumers. Founded in 2001, the company provides affordable and flexible credit programs to help underserved customers access financing and build stronger credit histories.

Through innovative consumer-lending solutions and a commitment to financial inclusion, Concora Credit has become a trusted partner for retailers, healthcare providers, and service organizations nationwide, enabling millions of customers with limited or imperfect credit to achieve greater financial flexibility.

The Challenge

Accelerating Dispute Management During a Period of Unprecedented Demand

Concora Credit regularly managed large volumes of credit dispute cases—each requiring consultants to manually verify account information, cross-check multiple systems, and determine whether to accept, reject, or amend entries. The process was time-consuming, complex, and prone to variation, with every case following a slightly different path.

When the COVID-19 pandemic hit, these inefficiencies were amplified. Consumer uncertainty and market volatility drove a surge in credit reporting disputes, with the Consumer Financial Protection Bureau recording a 129% year-on-year increase in complaints in 2020. As volumes climbed, operational costs rose and response times slowed, putting both accuracy and customer experience at risk.

To maintain service quality and compliance while controlling costs, Concora Credit needed an intelligent automation solution that could streamline dispute management, minimize manual intervention, and strengthen customer relationships even under heightened pressure.

Sutherland Solution

Transforming Dispute Management with Intelligent Automation

Backed by our deep financial-services expertise and advanced automation capabilities, Sutherland partnered with Concora Credit to reimagine its credit dispute management process. The goal was to eliminate manual bottlenecks, accelerate case resolution, and create a scalable operating model that could keep pace with demand while maintaining accuracy and compliance.

Streamlining Data Handling With Sutherland Extract

To reduce manual intervention and improve speed, we implemented Sutherland Extract, our AI-powered OCR (Optical Character Recognition) platform designed to optimize account verification and data extraction. Rather than spending valuable time locating information across multiple systems, consultants now receive structured, accurate data directly from Sutherland Extract’s cutting-edge intelligence engine in real time – delivering clean, ready-to-use information directly into the workflow. With advanced pre- and post-processing capabilities, the platform minimized human error, reduced turnaround times, and ensured every case began with accurate, reliable data.

Driving End-to-End Automation with Sutherland Robility®

Combining attended bots with intelligent automation, Sutherland Robility® was employed to deliver hyperautomation across the dispute-resolution lifecycle. Attended bots handled repetitive administrative tasks, while a real-time command center monitored virtual workforces 24/7 for transparency and control. This seamless integration between people, bots, and data created a smarter, more agile dispute-management model, reducing manual effort, improving scalability, and freeing consultants to focus on high-value customer interactions.

The Outcome

Exceeding Expectations With Efficiency, Accuracy, and Cost Savings

Through intelligent automation, Concora Credit achieved a step-change in how credit disputes were processed.

Tasks that once required extensive manual handling were now completed autonomously, with end-to-end automation across key dispute types. Automation rollout exceeded monthly targets by 100%, doubling the planned number of processes automated, while maintaining 99.5% accuracy, virtually eliminating human error in critical account verification steps. As a result, the company was able to process twice the usual disputes volume in one-third of the original time – effectively increasing throughput by six times.

The automation also allowed 60% of previously allocated resources to be redeployed, freeing employees to focus on higher-value work such as customer engagement and process optimization. Financial impact was equally strong: the automation program is projected to deliver $2.4 million in cost savings over three years, with annual cost reductions exceeding 55%.

By transforming dispute management into a fully digital, scalable operation, Concora Credit strengthened both its operational resilience and its customer experience — proving that automation can be a catalyst for precision, performance, and long-term growth.