Having worked with collections teams across multiple regions, I’ve seen first-hand how strategic, embedded testing paves the way for smoother implementations, minimal post-launch disruption, and sustained compliance.
Whether you’re migrating to a new case-management system, integrating digital channels, or deploying automation, testing remains the cornerstone of successful delivery. Embedding testing early and focusing on real customer journeys reduces risk, safeguards compliance, and drives faster, higher-quality delivery.
In this blog, I’ll highlight the critical role of rigorous, strategic testing in ensuring smooth go-lives for system implementations and share some real-world examples as well as lessons I’ve learned over the years!
Why is testing such a key part of the implementation process?
Rigorous testing of system implementations is more critical than ever due to monitoring industry pressures, tighter regulatory scrutiny, and heightened awareness of customer vulnerability.
Rapid digital enhancements require faster rollouts, but without thorough testing, these innovations risk introducing errors that could lead to compliance breaches and customer harm. Regulators are increasingly focused on fair treatment and transparency, while economic pressures and rising arrears mean vulnerable customer are more prevalent and at greater risk.
In this environment, robust pre-deployment testing ensures systems operate accurately, protect customers, meet evolving regulations, and maintain operational resilience under accelerated change.
What opportunity does testing provide?
Effective testing is more than a safeguard, it is an enabler of confidence. By embedding testing throughout the project lifecycle, it helps organisations:
- Confirm alignment with customer treatment standards and regulatory requirements
- Validate end-to-end operational journeys and escalation paths
- Anticipate edge cases and avoid late-stage surprises
- Build audit-ready documentation and stakeholder confidence
Testing ensures your system is ready for the real-world complexity of collections and not just basic functionality.
Real-world example: Testing improves quality and speeds up implementations
During a recent implementation for an international bank operating across multiple markets, test scripts were designed to cover a wide array of customer journeys. Scenarios included:
- Consent-driven contact preferences across channels
- Escalation workflows for vulnerable customers
- Payment failures and reattempt logic
- Resolution pathways including hardship arrangements
By focusing on business scenarios, the project achieved higher-quality assurance, faster stakeholder sign-off and smoother handover to operations.
What risks does testing pose?
Too often, testing is condensed into the final stages, limiting its effectiveness. Common pitfalls include:
- Incomplete validation of integrations with host systems, diallers and payment processors
- Data migration gaps, such as missing communication history
- Missed regulatory nuances due to non-specialist QA resources
- Unclear ownership of test planning and execution
Real-world example: Failure to test escalations
A bank implementing a new automated dialler system failed to test time-of-day restrictions and escalation triggers. Calls were placed outside of permitted windows, leading to customer complaints and reputational damage.
The root issue? Gaps in test coverage and a lack of SME engagement during planning.
Real-world example: Testing by functional area improves quality and reduces delays
In a large-scale delivery programme, testing was initially driven by build order rather than functional completeness. As a result:
- Functional areas were tested in fragments as partial builds arrived
- End-to-end testing of functional areas was done later in the build stages
- Key questions were raised too late where things were missed as part of earlier design stages
- Numerous change requests pushed delivery dates out
By shifting to a model of building and testing complete functional areas, teams would have been able to conduct immediate end-to-end testing, surface defects earlier, clarify dependencies, and validate functionality in context. This approach has since been applied on similar engagements, delivering faster timelines, reduced risk, and greater delivery confidence.
What lessons have I learnt through my testing experience?
Here are lessons I consistently share with teams preparing for implementation:
- Start with real customer journeys
- Ensure that consent, contact preferences and escalation points are tested
- Validate all integrations and confirm error-handling processes
- Treat data migration as a high-risk testing stream
- Use both automated and manual testing approaches for best coverage
- Engage collections SMEs, compliance and operations teams early
- Document testing outcomes to support audit and assurance
- Dedicated testing environments (Dev, UAT, SIT, Pre Production etc)
Final thoughts
In collections and recoveries, a new system isn’t just tech, it’s a game-changer for compliance, customer experience, and operations.
The line between a smooth launch and months of headaches? Relentless testing. When done right, it powers results, protects customers, and keeps you compliant.
How we can help
We specialise in collections transformation with deep expertise in testing, implementation and regulatory readiness. Whether you are launching a new platform, enhancing integrations or preparing for change, we can help you build confidence through structured, outcome-driven testing.
If you’re planning a system change, take a look at our helpful resources below, or contact us directly to discuss how we can reduce risk, protect compliance and accelerate your implementation success.
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About the author
Jamie Lockey
Consultant
Jamie has 10+ years’ experience working in the collections and recoveries world across various roles, mainly within secured and unsecured retail banking. Initially starting out on the front line as telephony debt collector for a debt purchasing company, to now finding his passion delving into the cogs of various platforms. Skilled at capturing business requirements and translating them into practical digital solutions, Jamie helps clients optimise processes, enhance digital journeys, and drive measurable outcomes.