Product Case Study
Client Profile
Scaling fast, with billing infrastructure yet to catch up
A leading Saudi Arabian consumer & SME lending institution, operating two distinct lending product lines and serving customers across mobile app, web, SADAD, ROSOM, PayTabs, and branch channels. As digital adoption accelerated, billing and reconciliation infrastructure built for a simpler, single-channel era could no longer keep pace — and leadership moved proactively to close the gap before it became a customer-experience or SAMA conduct-risk issue.
Challenges
A Billing Model Fracturing Under Its Own Complexity
As digital payment adoption accelerated, the gap between how the institution collected payments and how it confirmed them widened into four interconnected failures - each compounding the next, and collectively elevating the issue from an operational inconvenience to a leadership-level concern.
Two systems, no single view
Each product line billed on its own engine - no consolidated customer ledger
Multiple payment channels, no real-time match.
Payments reconciled manually, unable to keep pace or scale.
Settled, yet shown “unpaid.”
Reconciliation lag triggered false dunning, eroded trust, and generated contact-centre disputes.
Late invoicing, slow collections.
Delayed bills let funds drift elsewhere, lengthening the collection cycle and raising conductrisk visibility
SOLUTION
One Reconciliation Layer Across Every System And Channel
Decimal Technologies designed and deployed UBRP on VahanaHub — Decimal’s API orchestration and integration platform — as a single reconciliation layer spanning both product lines and all payment channels. The platform was integrated alongside the institution’s existing core systems rather than replacing them, and architected for SAMA-aligned audit and data-governance requirements.
Business ImpAct
Measurable Impact Across Collections, Service & Compliance
Within the initial deployment phase, the platform delivered measurable gains across the four dimensions that mattered most — reconciliation accuracy, dispute volume, call-centre load, and collections velocity.
straight-through auto- reconciliation rate
reduction in billing-related customer disputes
lower contact-centre volume on billing queries
improvement in average collections cycle
One source of truth across both product lines, replacing two silos
Audit-ready reconciliation strengthening governance posture ahead of SAMA review
Restored customer trust real-time status ends “paid-but- unpaid” disputes.
Built to scale extends cleanly to new product lines and payment rails.