Atul Shamkuwar,Managing Director, Marco Express

Debt collection and recovery service providers play a critical role in the financial ecosystem by helping businesses recover outstanding payments and ensuring stable cash flow and financial health. These providers employ a variety of strategies, including legal compliance, negotiation, and advanced technology, to efficiently manage delinquent accounts and reduce the burden on businesses. As companies face mounting financial pressures, debt recovery services enable them to focus on core operations while minimizing risks. With the rise of FinTech, small-ticket loans, and increasing consumer debt, the demand for professional collection services is growing, making this sector vital for businesses of all sizes.

Established in 1992 by Atul Shamkuwar, Marco Express is a trusted partner in debt collection, offering comprehensive solutions to help businesses and creditors recover unpaid debts efficiently. Specializing in end-to-end services, the company manages the entire recovery cycle, from early-stage collections to final write-offs, ensuring seamless support across all stages. Marco Express has strategically positioned itself as a leader in debt collection services by implementing a robust hybrid model. This model integrates a dedicated call center with a dynamic field team, ensuring comprehensive customer engagement. The call center manages initial outreach, while field agents handle in-person interactions with unresponsive customers, focusing on securing online payments via the company's app or direct collections. This dual approach enhances operational efficiency and customer reach. As well, Marco Express is certified with ISO/IEC 27001:2013 for information security management and ISO 9001:2015 for quality management systems.

Marco Express is known for its customized debt recovery solutions, which include early-stage collection, hard bucket recovery, bill delivery management, credit verifications, and specialized approaches for challenging cases. Leveraging cutting-edge technology, such as advanced dialers and tracking systems, and a robust field force, the company excels at finding and engaging customers even in difficult scenarios. What sets it apart is its commitment to providing exceptional customer service. Unlike many agencies that disengage when clients become difficult to trace, the company utilizes both call center and field staff to locate customers who have moved or become unresponsive. “Our relentless pursuit of debt recovery, coupled with quality assurance measures, guarantees high standards of professionalism, making Marco Express a trusted partner for debt collection and recovery services”, emphasizes Atul Shamkuwar, Managing Director, Marco Express.

With a deep commitment to client satisfaction, Marco Express employs advanced technology, skilled field teams, and tailored strategies to address clients' key challenges. Challenges such as customer availability and reluctance to pay are addressed through consistent engagement. The field staff works to educate customers on the importance of timely payments, emphasizing consequences like damage to their credit score. Despite the demanding nature of the job and limited working hours, the company ensures that collections are completed within this timeframe while maintaining compliance with regulations.

The company enhances CSD performance across all states in India, with expertise in soft, medium, and hard bucket collections, bill delivery management, and credit/address verifications. Backed by experienced personnel and robust infrastructure, Marco Express sets cycle and bucket-wise targets for its team, fostering a competitive environment to drive performance and improve outcomes through customer education and effective tele-calling. It fosters a competitive environment by setting cycle and bucket-wise targets for employees and offering incentives based on performance. This approach has proven successful in improving the performance of both experienced and newer team members across all states in India.

Journey of Success and Vision for the Future

Marco Express began its journey in 1992 as a proprietorship and transitioned into Marco Express Pvt. Ltd. in 2012. Initially focused on logistics and courier services, the company diversified into debt collection, gaining valuable experience working with telecom giants like Reliance, Tata, Vodafone, and Airtel. Over two decades, the company honed its expertise in collections, evolving into a trusted partner for NBFCs such as Tata Capital Ltd, Home Credit, Bajaj Finance, L&T Finance, and more. Guided by a vision of delivering exceptional service and a mission to drive financial efficiency for its clients, it continues to expand its client base and geographic reach.

Marco Express attributes its success to a dedicated and experienced team that plays a pivotal role in delivering exceptional service and building enduring client relationships. With a workforce of approximately 400, including 42-45 managers specializing in sales, call centers, quality assurance, collections, and field operations, the team exemplifies professionalism and expertise. “Many team members have been with us for over a decade, showcasing their commitment and deep understanding of the business. Their resultsdriven approach and unwavering dedication ensure high performance, enabling us to consistently exceed client expectations and maintain strong, long-lasting partnerships in the debt recovery sector”, adds Atul Shamkuwar.

Looking ahead, Marco Express has ambitious plans for the future, focusing on expanding into the financial sector. The company has registered Macro Express Finserv Private Limited, signaling its intent to diversify its services and cater to a broader client base. By 2026, the company aims to onboard over 250 esteemed clients and significantly enhance its service offerings. Additionally, Marco Express is targeting a doubling of its turnover within the next two years. With a strategic growth roadmap, the company is poised to establish itself as a key player in both debt recovery and financial services.