Digital and AI

From risk to readiness: testing your way to a smooth go-live

Jamie Lockey · 28 August 2025 · 5 minute read

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.

Jamie Lockey

What you need to know

Test real customer journeys, including consent, contact preferences and escalation points.
Testing functional areas in fragments as partial builds arrive pushes defects and change requests to the end.
One bank went live without testing time-of-day rules on a new dialler, and found out in production.

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

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:

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

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

Final thoughts

In collections and recoveries, a new system isn't just tech, it is a step change 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 platform, enhancing integrations or preparing for change, we can help you reduce risk, protect compliance and reach go-live with fewer surprises.

About the author

Jamie Lockey