Digital and AI

Outdated collections platforms: what to do when vendor support ends

Hasib Ahmed, Principal Consultant · 19 March 2025 · 4 minute read
UK · AU

In today's rapidly evolving financial landscape, it's imperative that your debt collection software is not only efficient, but also adaptable and prepared for future challenges.

Hasib Ahmed
Principal Consultant, arum

What you need to know

Without vendor support, every platform issue becomes your problem and your timeline.
Legacy systems fall behind on regulatory change and on integrating anything new.
You have options short of replacement: fill the gaps with suppliers, move to cloud, and document what you have.

However, what do you do when you're reliant on an outdated or unsupported system like Experian Tallyman, CGI CACS or older versions of C&R Software's Debt Manager (formerly FICO)? When vendor support ceases, how do you maintain your system, keep pace with necessary changes, support your customers, and remain compliant?

Ignoring outdated systems can significantly impact operational efficiency, the ability to use new technologies, regulatory compliance improvements, and costs. Key statistics published by the UK government demonstrate that:

80% of organisations report operational inefficiencies due to outdated systems. [1]
On average, organisations spend 30% more on maintenance and support for outdated systems compared to modernised ones. [2]
60% of companies that modernise their systems see compliance improvements within the first year. [3]
Companies that upgrade to AI-enhanced systems report a 25% reduction in manual interventions. [4]
70% of financial institutions are integrating AI to enhance their collections processes. [5]
In this blog, I'll delve into the inherent risks you're facing with your unsupported system, outline what you can do to mitigate those risks, and look at your modernisation options.
What are the perils of unsupported systems?

Absence of vendor support

Every debt collection platform will face issues over time. Without vendor support, resolving these problems can become a significant challenge. Lacking in-house expertise may turn minor issues into major disruptions.

Regulatory and security vulnerabilities

Regulatory landscapes across the world are in constant flux. Navigating these changes without vendor support is a daunting task as changes may be required, and a lack of ongoing maintenance and updates mean unsupported systems are more prone to security breaches.

All of these regulations underscore the importance of adhering to evolving standards to ensure operational efficiency and security: the 'br eathing space' moratorium, the FCA's Consumer Duty, the new Debt Respite Scheme (Breathing Space), the Ofgem Standards of Conduct, the Mental Health Crisis Moratorium (Amendment) Regulations 2024, the Water Industry (Charges) (Vulnerable Groups) Regulations, the Credit Contracts and Consumer Finance Act (CCCFA) in New Zealand, the National Consumer Credit Protection Act 2009 (NCCPA) in Australia, and the Disclosure Before Debt Collection Act (DBDCA).

Compatibility with emerging technologies

As new technologies surface, legacy systems struggle to remain competitive. Integration often necessitates costly manual interventions, creating operational inefficiencies and risk.

Adapting to market dynamics

Legacy systems find it challenging to keep up with changing market and customer needs. With decreased investment, the gap between your system's capabilities and your requirements widens. For instance, modern tools like Open Banking and AI-driven analytics are becoming essential for income assessments and digital payments. However, incorporating these innovations into an unsupported system is seldom prioritised, or even possible.

What should you do if you're using an unsupported system?

Plan for the worst, identify the risks and have a play book ready for when things go wrong

Having an unsupported vendor system puts the emphasis on you to make sure you have a plan B. Risks include single person dependencies within your existing team, increased security risks as the technology ages, with vulnerabilities exposed and lack of ability to make mandatory changes to support new regulations. Ironically, new technology may be able to help you mitigate some of these, using AI for knowledge sharing or predictive issue detection for example.

Research the technology supplier ecosystem

Identify providers that can fill gaps in your current system, such as those offering digital collections journeys. This approach allows you to use the latest innovations without a complete system overhaul. This solution focuses on adopting flexible and scalable software components that can be added or upgraded incrementally. It highlights the benefits of modularity, allowing for targeted improvements and reducing the risk and cost associated with large-scale system replacements.

Implement cloud-based solutions

Transitioning to cloud-based systems can offer greater flexibility, scalability, and security. These solutions enable real-time updates and maintenance, ensuring your system remains compliant with the latest regulations. They can also facilitate better data integration and accessibility, improving overall operational efficiency.

Collaborate with industry experts

Engaging specialists who have deep knowledge of your legacy system can open up avenues for making critical changes, upgrading or transitioning to new solutions. Whether you choose to upgrade, switch systems, or integrate AI enhancements, expert guidance is invaluable. Industry experts can provide insights into best practices, help navigate regulatory changes, ensure a smooth transition and train your staff to effectively use new technologies and processes, maximising the benefits of modernisation.

Modernising your collections and recoveries systems is not just a necessity, it's a strategic imperative. By embracing advanced technologies and expert guidance, you can transform challenges into opportunities, ensuring your organisation remains resilient, efficient, and compliant in an ever-evolving financial landscape.

arum can help

At arum, we have decades of experience working with over 30 collections and recoveries systems, including all major legacy versions. We help organisations to support and upgrade their legacy technology, from initial planning to post-implementation. If you're grappling with an unsupported system or are curious about modernising your collections and recoveries operations, we're here to help. Let's collaborate to ensure your systems are ready for what comes next, efficient, and compliant.

About the author

Hasib Ahmed

Principal Consultant, arum