Upgrade existing vs. implement a new collections system

In this finale episode, we reflect on the journey so far and look ahead to what’s next for the collections and recoveries industry. Across the series, we’ve explored how AI, regulation, and transformation are reshaping the way organisations operate. This episode brings those themes together, highlighting the key lessons we’ve learned, and the trends set to define the future.We share five takeaways: AI is a force multiplier but not a silver bullet; compliance now demands continuous oversight; system implementations are business-wide transformations; people are as important as platforms; and the winners are those who turn insight into action quickly.Looking ahead, AI will become embedded across the change lifecycle, regulators will expect real-time evidence of compliance, and data will be increasingly critical. With composable platforms, hybrid delivery models, and AI-powered tools gaining ground, the pace of change is only accelerating.At Arum Global, we remain committed to helping organisations navigate this evolving landscape with confidence and impact.

In this episode, we explore the seven most common mistakes organisations make during collections system implementations, and how to avoid them. Drawing on insights from over 500 global implementations, we highlight the challenges that can derail even the most well-intentioned projects and share practical strategies for getting it right.Whether you're at the early planning stage, mid-flight, or facing post-go-live issues, this episode offers actionable guidance to help de-risk your programme and deliver real business value.We cover:1. Treating the implementation as purely a technology project2. Underestimating data migration complexity3. Skipping full end-to-end journey testing4. Over-customising instead of configuring5. Not engaging or training users early enough6. Failing to define success metrics7. Overlooking compliance and audit requirementsSystem implementations are complex, but common pitfalls are avoidable. Success depends on early, cross-functional collaboration, a business-first mindset, and disciplined programme governance.

In this episode, we examine the Financial Conduct Authority’s upcoming Product Sales Data (PSD) regulation, which will take effect in Q3 2025. PSD represents a major shift in regulatory expectations, requiring firms with more than £20 million in outstanding balances or new advances to submit comprehensive, near real-time data on product performance. This change aligns with a global movement towards more data-driven supervision, where regulators demand faster, more accurate insights to protect consumers.Firms that do not prepare adequately face significant risks, including operational disruption from inadequate systems, regulatory penalties for poor-quality or late submissions, and the strain of relying on fragmented legacy technology. Quick fixes and manual reporting are no longer sufficient and often lead to higher costs and compliance gaps. Proactive investment in modern infrastructure is essential to avoid these pitfalls.Arum encourages firms to view PSD as an opportunity to strengthen data capabilities, improve controls, and enhance decision-making. Modern cloud platforms, automated reporting tools, and AI-powered data quality processes can turn compliance into a strategic advantage. Using our Regulatory Readiness Framework, we help organisations benchmark their current state, design a tailored roadmap, and implement solutions that deliver lasting value well beyond the 2025 deadline.

In this episode, we explore how Artificial Intelligence (AI) and Large Language Models (LLMs) are transforming the way organisations deliver collections and recoveries system implementations, upgrades, and migrations. AI is now helping accelerate delivery, reduce risk, and improve quality across industries including financial services, utilities, telecoms, and government.We share how AI is being used to speed up requirements gathering by processing legacy documents and generating draft outputs, improve design accuracy by validating rules and identifying inconsistencies early, and enhance testing through automated script generation and data reconciliation. Throughout, we highlight our “mask-share-generate-restore” framework, a secure, responsible approach that ensures client data is never exposed.We also discuss the importance of strong governance, the benefits of private and controlled AI environments, and how expert review is essential to safe adoption. Looking ahead, we touch on future applications such as AI-supported change control, training content creation, and outcome monitoring. Whether you’re planning a system change or looking to enhance delivery processes, this episode offers practical, real-world insights on applying AI effectively.

In this episode, we explore how organisations can strengthen governance and oversight to improve outcomes for all consumers, especially those in vulnerable circumstances. Reflecting on findings from the FCA’s recent review of consumer vulnerability, we highlight the challenges many firms face and why addressing them is so critical.We share six key areas where we’ve helped organisations build stronger frameworks: keeping policies up to date and accessible, delivering continuous and practical training for agents, embedding robust quality assurance processes, tracking meaningful performance metrics, establishing clear oversight and escalation routes, and reinforcing risk and control frameworks. Throughout the episode, we draw on real-world examples and experiences to show how even small changes can make a significant difference.We also discuss the importance of segmenting data by vulnerability type, age, income, and geography to uncover trends and tailor strategies. By integrating these insights into everyday decision-making and governance at every level, organisations can deliver more consistent, fair, and sustainable outcomes. This episode offers a practical look at how we support firms in building governance structures that are not only compliant but truly customer focused.

In this episode, we speak to one of our Arum Approved vendors – Flexys, a UK-based provider of cloud-native collections technology. Their mission is to help creditors collect more, faster, focusing on four core pillars: improving outcomes for customers, reducing cost to collect, ensuring compliance, and enabling smarter business decisions.The Arum Approved System is the only accreditation for collections and recoveries vendors globally. This certification shows that your product meets collections requirements for functionality and technology. It also demonstrates that your implementation approach will likely meet clients' needs.Over the last 25 years, Arum has run hundreds of product demos, vendor negotiations, and system implementations. We use this expertise to assess products against market requirements and our standards, providing valuable feedback on product features.

In today's rapidly evolving financial landscape, it's imperative that your debt collection software is not only efficient, but also adaptable and prepared for future challenges.However, what do you do when you're reliant on an outdated or unsupported system like Experian Tallyman, CGI CACS or older versions of C&R Software's Debt Manager (formerly FICO)? When vendor support ceases, how do you maintain your system, keep pace with necessary changes, support your customers, and remain compliant?Ignoring outdated systems can significantly impact operational efficiency, the ability to utilise new technologies, regulatory compliance improvements, and costs.In this episode, we delve into the inherent risks you’re facing with your unsupported system, outline what you can do to mitigate those risks, and look at your modernisation options.

When procuring a new debt collection platform, the demonstration days are pivotal events that can shape the direction of your decision-making process. By the time you reach this stage, you’ll already have invested significant time and effort in your collections system selection process, and you’ll likely have narrowed down your options to 3 to 5 vendors.Don’t take your foot of the accelerator now though! This is a critical point in your procurement journey – and one that you can’t afford to rush or skip past. Too often, organisations underestimate the importance of these demo days, treating them as a ‘show and tell’ rather than a robust, structured evaluation exercise. Skimming over this stage or allowing vendors to dictate the agenda could lead to costly mistakes, misaligned expectations, and ultimately, selecting a system that fails to deliver the business outcomes you need.In this episode, we take you through 8 ways you can ensure your demo days are as impactful as possible and ultimately help you achieve a successful system selection.

When evaluating technology strategies for collections and recoveries systems, organisations often find themselves at a crossroads: should they upgrade their incumbent collections system or implement a new one altogether?While the instinct to stick with a familiar vendor is understandable, it may not always be the best debt collection software for you. In fact, implementing a new platform can, in many cases, be as simple (or even simpler!) than a collections system upgrade, and it could offer significant benefits.In this episode, we take you through what you should bear in mind when making this important decision.

In today’s economic and regulatory environment, transforming collections capability is high on organisations' strategic imperatives. It can no longer be the poor relation to acquisition or customer servicing.With consumer and regulatory expectations being more intense than ever, the question of whether to build a custom system in-house or buy an off-the-shelf platform is central to any organisation looking to optimise collections, reduce unit costs, and maintain a strong brand reputation by delivering positive customer outcomes and minimising detriment.In this episode, we dive into the pros and cons of each approach. By the end, you’ll have a clearer roadmap for deciding which path is best for your organisation’s needs, compliance requirements and long-term goals.