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 – from initial market analysis and RFI (Request for Information), through shortlisting vendors, issuing a detailed RFP (Request for Proposal), and conducting initial vendor reviews and reference checks. At this point, 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.
At Arum, we’ve supported over 35 major collections system selections and we’ve been in hundreds of demo days. We’ve put together this handy list of 8 things you should ensure to make your demo days as impactful as possible, and ultimately achieve a successful system selection.
1. Set aside a full day for each system demo
A common mistake is underestimating how much time is required to thoroughly evaluate a new collections and recoveries system. We strongly recommend setting aside a full day for each vendor. This allows for in-depth demonstrations, meaningful discussions, and ample time for questions. Rushing through this process can lead to missed details that may later impact the success of your implementation.
2. Prepare detailed real-world scenarios
The success of a collections and recoveries system demo day hinges on meticulous preparation. This includes developing detailed demonstration scenarios that cover your most complex business processes and data structures. These scenarios should challenge the vendor to showcase how their system performs in real-world conditions, not just ideal situations. You should ensure that these are shared with vendors well in advance so they can prepare meaningful, live demonstrations.
3. Demand live demonstrations, not slideware
Beware of being swayed by polished slide decks and compelling sales pitches. While they can be informative, they often mask the true capabilities of a system. Insist on live demonstrations that show the system in action, navigating real scenarios. This will help you gauge the actual functionality, user interface, and system performance.
4. Establish clear scoring criteria
Before the demo day, agree on a scoring methodology with all stakeholders. This should include evaluation criteria covering functional capabilities, user experience, non-functional requirements, and vendor support models. Having scoring sheets ensures that feedback is consistent, objective, and aligned with your procurement goals.
5. Involve the real implementation team
Ensure that the vendor includes key implementation resources in the demo, not just their sales team. Meeting the actual consultants, technical leads, and migration experts who will work on your debt collection platform project helps assess their expertise and cultural fit. This is also an opportunity to ask specific questions about implementation timelines, potential challenges, and mitigation strategies.
6. Discuss non-functional requirements
While functionality is critical, non-functional aspects such as system performance, hosting models, security, and service support structures are equally important. Allocate dedicated time during the demo to discuss these areas with both your IT team and the vendor's technical experts.
7. Engage frontline users for real feedback
Senior agents who will use the collections system daily should be part of the demo sessions. Their firsthand experience can provide invaluable insights into the system's usability, efficiency, and potential operational impact. Moreover, their involvement helps in fostering early buy-in, which is crucial when rolling out new technology.
8. Focus on the big picture: business case alignment
Ultimately, a successful debt collection platform implementation is measured by its ability to deliver on the business case, on time and within budget. Use the demo day to validate how the system supports your strategic objectives, improves operational efficiency, and enhances collections performance.
Summary
Collections system demo days are more than just vendor showcases; they’re a critical evaluation step that require thorough preparation, active participation, and clear assessment criteria. By dedicating the necessary time, focusing on real-world scenarios, and involving the right people, you can make informed decisions that set your implementation up for success.
Not sure where to start?
Arum has helped clients shape hundreds of successful demo days across financial services, utilities, government, and telecoms by challenging the vendor and ensuring that the demonstration scenarios are robust and reflective of real-world conditions. Our independence and expertise will provide valuable insights and support throughout the collections system selection process, ensuring that the platform aligns with your strategic objectives and operational needs.
We also run the only accreditation specifically for collections and recoveries platforms. With an in-depth knowledge base of over 30 vendors (including C&R Software Debt Manager, Experian PowerCurve Collections, CGI CACS X, Exus EFS, Flexys Control+, Qualco QCR, Telrock Optimus, and Tietoevry Collection Suite Nova), and regular engagement with the market, we offer unmatched insights and recommendations tailored to client needs.
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About the author
Owen Atkinson
Head of Delivery Services - APAC
Arum
Owen joined Arum in 2015 as a consultant and has progressed to being Arum’s Head of Delivery Services. He leads a team working across multiple geographies, industries and project types, from managed service offerings to support across collections strategy and system transformation programmes. Owen has 18 years’ experience in collections and recoveries and has worked with over 80 different clients across industry sectors and geographies.