The challenge
A pan-European debt purchaser and servicer was embarking on a major transformation programme to deliver a standardised collections and recoveries infrastructure across all countries. This included all elements of the DMS capability, such as the system of record, core collections system, decision engine, scanning and indexing, as well as interfacing in an omnichannel environment enabling a self-service first strategy.
The solution
Arum delivered:
- Programme oversight across all projects for a year, providing best practice direction on the delivery of the strategy.
- Strategy and input towards ‘Best in Class’ programme model.
- Feedback on strategies, integration, standardised processes and procedures.
- Business analysis, management, and systems resources to meet project peaks and fill gaps.
- Assistance with the selection of a scanning and indexing platform to enable a paperless strategy.
The results
- The project timelines were reduced and risk of costly rework minimsed.
- Major decision rules implementation vastly exceeded benefit expectations.
- Delivery of a ‘Best-in-Class customer collections programme.
- Client benefitted from Arum’s experience of other collections and recoveries rollout and migration programmes and associated lessons learned, knowledgebase, templates and IP
- Client now able to continuously adapt processes and systems to support business priorities and meet operational demands.
- Client gained insight into collections and recoveries best practice and emerging strategies and tools.