Podcast ¦ Arum: Avoiding mistakes that derail collections system implementations

Key Take Aways

• Successful collection system implementation demands more than just a focus on technology; it requires comprehensive operational, strategic, and cultural alignment.

• Viewing system implementation solely as a technology project often leads to misalignment with organisational goals and outdated processes.

• Engaging cross-functional teams—including operations, compliance, and customer experience—early is vital to designing a future-proof system.

• Data migration complexities can cause significant delays; early planning, full data mapping, cleansing, and rigorous testing are essential.

• Inadequate end-to-end testing, especially simulation of complete customer journeys, can undermine confidence and system reliability.

• Customisation should be minimised; configuring existing system functionalities is preferable to bespoke code to reduce costs, risks, and maintainability issues.

• User engagement and training should start early and continue post-implementation to facilitate adoption and reduce resistance.

• Defining clear success metrics aligned with business goals is crucial for monitoring system effectiveness and demonstrating ROI.

• Failure to incorporate compliance and audit requirements during implementation can lead to regulatory breaches and reputational damage.

• Embedding robust governance, audit logs, and access controls from the outset helps maintain compliance and operational accountability.

• Effective project leadership involves early involvement of stakeholders, a business-first mindset, and strong programme governance.

• Ongoing support for system optimisation, user training, and performance monitoring ensures sustained value and continuous improvement.

Key Statistics

• RM Global has supported over 500 system implementations worldwide.

• The UK utility experienced delays of two months due to data inconsistencies across legacy systems.

• A client sent out automated letters without proper updates, highlighting the risks of inadequate testing.

• One bank’s extensive bespoke workflows exemplify unnecessary customisation, which added time, cost, and risk.

Key Discussion Points

• Why treating system implementation solely as a technical project is a common mistake.

• The importance of aligning technology with redesigned processes and strategic objectives.

• The critical role of early stakeholder engagement, especially from operations and compliance teams.

• The complexities and risks associated with data migration, including cleansing and transformation.

• The necessity of comprehensive end-to-end testing, including simulating real customer journeys.

• The risks of over-customisation versus configuring out-of-the-box functionalities.

• Strategies for early user engagement and effective ongoing training for change adoption.

• The importance of establishing clear KPIs and performance measurement frameworks.

• How failing to meet compliance and audit standards can lead to regulatory penalties and reputational damage.

• Incorporating governance, auditability, and regulatory controls during system design and testing.

• Traits of successful implementation programmes: cross-functional involvement, a business-first approach, and strong governance.

• The value of continuous system optimisation and performance tracking post-implementation.

Podcast Description

This podcast explores the key challenges, opportunities, and best practices related to the implementation of collection systems within the financial services and utilities sectors. Hosted by industry experts, it provides insights into avoiding common pitfalls and delivering successful, compliant, and high-performing system transformations. Topics include strategic alignment, data migration, testing, user engagement, compliance, and programme governance, with practical guidance drawn from extensive global experience. Designed for senior leaders and decision-makers, the podcast aims to support organisations in achieving faster, safer, and more effective system change outcomes.