The challenge
In the UK’s first major upgrade to FICO’s Debt Manager 9 (DM9), this global retail bank needed to consolidate their 14 separate debt management platforms into a single shared strategic platform. The project was extremely complex as it involved a portfolio value of £9.5bn and 30 million+ customers, and the client’s project team included stakeholders across the company and several geographic locations.
At the time, DM9 itself was still relatively new product in the marketplace which also presented learning curve challenges. In addition, the bank as a business unit had not experienced this level and intensity of change for quite some time.
The solution
We worked with our client throughout the entire 5-year project and had an average of 10 Arum employees on the client site during this period, fulfilling various roles such as: project governance, experts in automated and manual migrations, experts in testing (unit, system and user) lead and execution, and reporting specifications.
Our extensive experience and capabilities provided our client with expertise and best practice throughout the implementations of a complex configuration and data migration project.
The results
The upgrade was completed successfully in mid-2018.
Our experts were able to assist a project team with very little collections and recoveries business or systems experience. In particular, valuable input went into: testing strategies and defect management, and migration design solutions (including aspects such as state-to-state mapping).
They valued our attention to detail, clear communications, drive and commitment, as well as our vendor-agnostic approach, which allowed the objective assessment of the capabilities and shortfalls of the debt management software and helped to produce a pragmatic and realistic plan.