In Australia and New Zealand (ANZ), many organisations are actively reassessing their collections and recoveries technology, often faced with a familiar choice: upgrade the incumbent system or take the opportunity to implement something new.
Sticking with a long-standing platform can feel like the lower-risk route, especially where there’s a history of use and internal knowledge. However, replacing a collections system is no longer the daunting task it once was. In many cases, implementing a new solution can be just as efficient as an upgrade, and may open up much greater value in the long run.
In this blog, I’ll take you through what you should bear in mind when making this important decision.
Keep an open view of the market
There’s a strong tradition in the region of maintaining trusted partnerships with established technology providers, including platforms such as Experian’s Tallyman and PowerCurve Collections (PCC). These systems are widely used and well understood across financial services and utilities.
However, with cloud-native architecture now the norm, and integration capabilities advancing rapidly, the range of options available to ANZ organisations has expanded significantly. Cloud infrastructure from providers like AWS and Azure supports a more agile technology environment, enabling even established institutions to challenge legacy thinking and consider global innovations with local application.
Organisations that broaden their market scan rather than defaulting to the known often uncover smarter ways to meet evolving business and regulatory needs.
Implementation vs upgrade: similar timelines
One of the most common myths is that switching to a new system is far more complex and time-consuming than an upgrade. Yet, timeframes for both approaches are often comparable:
- Major system upgrades (for example, moving from older to newer versions of incumbent platforms) typically take 9 to 18 months, depending on the level of configuration and testing required.
- Full system replacements, including data migration and user training, usually fall within a similar delivery window, particularly where a structured approach is taken to data readiness and phased rollouts.
In either scenario, a well-managed programme enables organisations to build in best practices and strengthen the foundations for automation, AI, and customer-centric engagement.
New platforms, new possibilities
Choosing a new collections system opens the door to broader strategic gains. These include:
- Stronger integration capabilities, including API-first architecture and real-time event streaming, making it easier to connect with CRMs, analytics platforms, and payment solutions.
- Advanced features such as GenAI-enabled strategy design, predictive segmentation, and automated customer journeys.
- Futureproofing through scalable, cloud-based models that support fast policy or regulatory changes (something particularly important across Australia’s and New Zealand’s evolving compliance landscape).
While upgrades to existing platforms can also unlock some of these capabilities, there’s often more flexibility and pace available through a new build approach, especially when internal limitations or legacy customisations have built up over time.
Use contract renewal as a strategic lever
Many ANZ organisations are approaching renewal points with their current technology providers. These moments present a valuable opportunity to:
- benchmark the market both locally and globally,
- reassess the organisation’s long-term technology and customer strategies,
- ensure commercial and contractual terms reflect current expectations, and
- validate that the chosen platform continues to align with operational goals.
Even where the incumbent system is likely to remain, this process ensures any gaps or weaknesses are addressed, and that the business is not missing out on capabilities available elsewhere.
Making an informed choice
There’s no one-size-fits-all answer. For some, staying with an enhanced version of a familiar platform like PCC or Tallyman may be the right fit. For others, the opportunity to implement a new system aligned to today’s data, customer, and digital ambitions could prove transformative.
The most important factor is taking a structured, open, and forward-looking approach, not just defaulting to historical relationships.
Supporting your next step
Arum Global has worked extensively across the ANZ region with organisations using a variety of collections systems including deep experience with Tallyman and PowerCurve Collections (PCC), as well as newer entrants to the market.
We understand the realities of delivering change in regulated, customer-centric environments and the trade-offs involved in upgrade vs replacement decisions.
If you’re starting to explore options or approaching a decision point, take a look at our helpful resources below or contact us directly to discuss your needs.
Find out how we can help you select a system
Sign up to our newsletter for more insights
Contact me directly
Request a callback from one of our experts
About the author
Matt Riddall
Senior Director – Global Delivery
Matt has been with Arum since 2008, starting as a consultant and advancing to Senior Director in 2024. With over 16 years of experience in collections and recoveries technology and operations, Matt brings a wealth of expertise in leveraging data, technology, decision-making, communications, and AI, to drive clients' success. As a leader at Arum, he is committed to delivering exceptional consulting and services to clients, ensuring excellence across all areas of the business.