Unlocking Hidden Revenue with AI: How Major US Company Transformed Sales & Collections

#Executive Summary

A major tax credit processing provider handling vast amounts of client data struggled to unlock revenue hidden in unstructured sources like call transcripts and CRM notes. By implementing Narratic AI, they significantly improved collections efficiency (from 45% to 80%) and generated $1.2 million in new fees from dormant leads alone. AI-powered insights streamlined operations, reduced research time, and enhanced customer interactions.

#Background & Challenges

• Data Overload: Over 1.5 million recorded calls (28,000 hours) plus CRM records and notes made it difficult to retrieve relevant client details efficiently.
• Inefficient Research: Collections teams spent up to one hour per call, struggling to extract key information from years of interactions.
• Missed Revenue: Only 45% of $100 million in accounts receivable was being collected, and tens of thousands of leads remained underutilized.
• Communication Gaps: Internal teams lacked a unified view of customer data, leading to inconsistent and ineffective conversations.

#The AI-Powered Approach

The company adopted Narratic AI to extract and summarize insights from unstructured data across call transcripts, CRM records, and internal notes. The AI solution enabled:

• Instant Summaries & Context: Teams accessed concise, AI-generated summaries of past interactions, eliminating the need for manual review.
• Lead Scoring & Prioritization: AI identified high-potential dormant leads, allowing targeted outreach.
• Centralized Customer Data: A unified dashboard streamlined communication and decision-making.

#Results & Impact

1. Higher Collections Yield
   • Increased collections from 45% to 80% of receivables.
   • Collectors boosted call volume from 14 to 30 per day with AI-driven call preparation.
   • AI summaries improved negotiation success, driving higher recovery rates.
2. New Revenue from Dormant Leads
   • AI surfaced 2,100 high-potential leads, rating them by conversion likelihood.
   • 400 closed deals (19% close rate) generated $1.2 million in new fees.
3. Improved Customer Service Efficiency
   • 40% faster ticket resolution due to AI-generated conversation summaries.
   • Agents increased capacity from 25 to 40 calls per day, enhancing response times.

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#Key Takeaways for Founders & Executives

• Unlock Hidden Revenue: Unstructured data (call transcripts, notes) holds valuable insights that AI can surface.
• Use AI for Scale & Efficiency: Automating research and summarization reduces manual effort and increases productivity.
• Centralize Customer Insights: A unified data view enhances communication, improving decision-making and results.

Want to unlock the full potential of your data? Narratic AI helps revenue teams surface insights, automate workflows, and maximize efficiency—just like this provider did.