Choosing the right collections system implementation partner is one of the most important decisions your business can make. A strong partnership creates the foundation needed to navigate challenges, stay aligned on goals, and achieve successful delivery.
Without shared values, mutual trust, and clear communication, your collaboration with an implementation partner can break down, leading to misaligned expectations, communication gaps, delays, increased costs, and ultimately a poor experience for both customers and internal teams.
So, what should you look for when choosing an implementation partner? Here are five essential practices for building a high-performing, long-lasting implementation partnership.
1. Ensure open and ongoing communication
Strong partnerships are built on consistent, transparent communication. In a system implementation, this means being clear about what’s working, what needs improvement, and providing constructive feedback regularly.
Avoid confusion by working with a partner that prioritises honest, two-way communication from day one. Whether it’s resolving issues quickly or adapting plans collaboratively, clear dialogue is essential for success.
Top tip: Establish governance and a structured cadence of meetings to enable regular, open communication. Don’t hesitate to share feedback, an experienced partner will welcome it and respond constructively.
2. Look for long-term commitment
A successful implementation doesn’t end at go-live. Your partner should be invested in your long-term success and not just focused on the immediate delivery phase.
Look for signs of a provider who is proactive, reliable, and committed to seeing your organisation succeed well beyond the initial rollout. Avoid those looking for short-term engagement with minimal follow-through.
Top tip: Assign a dedicated ‘go-to person’ within the implementation partner’s team who can build a deep understanding of your business and maintain consistency throughout the project lifecycle.
3. Allow for flexibility through change
Change is inevitable. Your business may evolve, your needs may shift, and external pressures may arise during an implementation. A successful partnership is one that can adapt with you.
Select an implementation partner that is not only willing but capable of embracing change and delivering flexible solutions in the face of evolving requirements.
Top tip: Consider how the partner has handled change in past projects. From pre-sales onward, observe whether they’re responsive to feedback and creative in resolving challenges.
4. Show commitment to growth
The best implementation partnerships are those where the partner is invested in your growth. Rather than simply ticking boxes, they should provide meaningful contributions that support your business’s strategic objectives.
Choose a partner that brings insight, offers suggestions, and encourages best practices to help you develop and improve, not just now, but well into the future.
Top tip: Look for signs that your partner is willing to go beyond basic delivery. Are they offering ideas, thought leadership, or new ways of doing things that align with your business goals?
5. Build mutual trust
Trust is foundational to any successful project. You need to feel confident that your implementation partner understands your business, respects your values, and consistently delivers on commitments.
You should trust them to protect your interests, keep your data safe, and operate with transparency and integrity throughout the process.
Top tip: Select a partner that is independent and system agnostic to avoid any conflicts of interest. Their sole focus should be on your project’s success. Don’t hesitate to ask how they’ll represent your interests and ensure accountability.
Final thoughts
While many organisations spend significant time evaluating which system to implement, the choice of implementation partner is just as critical (if not more so). This is not a decision to make by default or convenience. The right implementation partner will support your project, align with your values, and help you succeed.
Not sure where to start?
If you’re looking to implement or upgrade your collections system, Arum Global can help. Over the past 25 years, we've handled countless projects on various systems, including C&R Software Debt Manager, CGI CACS X, Finvi Katabat, Latitude by Genesys, Experian PowerCurve Collections, Exus EFS, Flexys Control+, Telrock Optimus, Qualco QCR, Tietoevry Collection Suite Nova, Lateral, and Financial Cloud, as well as many others. Our experts can handle the entire collections system implementation or augment your team.
Take a look at our helpful resources below or contact us directly to discuss your needs.
Find out how we can help with system implementations
Sign up to our newsletter for more insights
Contact me directly
Request a callback from one of our experts
About the author
Fran Mason
Global Head of Excellence
Fran joined Arum in 2022, having spent 20 years working in the financial sector, holding senior roles in project implementation, supplier management, client delivery and consultancy services. She has previously worked at companies including Experian, Capital One and TDX. Having successfully led the Arum team which delivered a wide range of Debt Manager solutions, Fran has recently taken on the role of Global Head of Excellence. Taking responsibility for ensuring the building blocks of Arum’s success (our processes, systems, training and people) continue to enable our organisation and consultants to provide excellence in all we do, across geographies and clients.