Launching Marketplace by Arum has reminded us of a simple truth: no single platform, data feed or vendor can deliver world class collections on its own. Success comes from an orchestrated ecosystem of specialist technology and service vendors working in harmony with your technology, people, policy and governance.
Below, we highlight six vendor categories, which together span the entire collections lifecycle from early stage engagement to post charge off resolution. Each delivers a unique slice of value that ultimately helps creditors meet today’s regulatory expectations for good consumer outcomes.
Modern SaaS collections systems provide the digital backbone (omnichannel workflows, real time insight and API ready architecture) needed to treat customers fairly at scale.
The market is growing fast, expected to have grown from ~USD 2.9 billion to USD 4.6bn in 2024, 9–10 % Compound Annual Growth Rate (CAGR).
Vendors listed in the Marketplace include C&R Software Debt Manager, CGI CACS X, Exus EFS, Financial Cloud , Flexys Control+, Telrock Optimus, Tietoevry Collection Suite Nova and Qualco QCR all Approved or Verified for capability.
Why it matters
These provide a core system of record, intelligent strategy execution, audit ready controls, flexible account workflow, and lower cost to collect, without the multi year internal build.
Getting the “moment of money” right is critical; clunky portals undo months of engagement. Payment specialists enable real time, multichannel and inclusive payment experiences - think Continuous Payment Authority (CPA), Apple Pay, Google Pay, Open Banking on time payments, slick alternatives to Direct Debit like Variable Recurring Payments (VRP) and even QR codes.
Why it matters
Not offering payment methods which suit the consumer, at a time and place convenient to them with a poor user experience reduces conversion, and in the worst case renders all collections efforts and the associated cost redundant.
Configurable decisioning layers ingest core account data, enrich customers with third-party data and insights, run complex models fuelled by predictive analytics and AI models and facilitate champion/challenger tests, enabling hyper-personalized customer journeys, contact strategies and debt resolution solutions.
Why it matters
These solutions empower teams to adjust strategies in ways that suit them, be that seamlessly deploying complex analytical code through test and production pipelines or enabling business users to configure strategies via an easy-to-use interface; decision engines power data driven customer treatment, performance and outcomes.
From credit bureau scores to Open Banking affordability and digital trace, third party data fills the blind spots in a lender’s view of the customer. There is an ever-increasing pool of traditional and non-traditional data sets available with Credit Reference Agencies and new entrants alike continuously evolving the data sources and customer insights available.
Why it matters
Data and intelligence leads to better segmentation, tailored messaging & offers, more sustainable repayment plans, earlier vulnerability detection, and fewer complaints
DCAs provide a key set of tools to support resolution of consumer and business debt which adds more than a simple ‘escalation’ of matters to the debtor. More often, a specialist DCA can add real value versus generic outsourcing.
Today’s market lets you route individual accounts to an agency whose people, tools and technology are purpose built for that niche - think small balance, commercial debt, insolvency, deceased, skip tracing, field, legal, and enforcement.
Why it matters
DCAs provide more than just capacity, they have invested in becoming leaders in their chosen field and can provide compliant, tailored and expert collection and resolution of debt, complimenting internal capabilities.
Selling charged off accounts to reputable debt buyers frees capital and ensures continued, regulated treatment of customers who remain in financial difficulty.
Why it matters
Debt purchasers can provide balance sheet relief, predictable cash flows, and a compliant end of lifecycle option that still prioritises fair consumer treatment. Selling to reputable, tried and tested purchases is key to a compliant supply chain that optimizes cost to serve and product unit economics.
A winning ecosystem isn’t just a directory of vendors, it’s a strategic framework. If you’re not sure where to start, here’s what we recommend:
Done well, each category magnifies the next: richer data feeds smarter decision engines → smarter decisions drive better payment experiences → better payments lower roll rates, reducing third party costs, and so on. The result is sustainable collections performance and, crucially, evidence that you are delivering the good consumer outcomes regulators now demanded by all.
Whether you’re planning a full platform overhaul or plugging a single capability gap, Marketplace by Arum is live with curated, independently assessed vendors across every category above. Start building your ecosystem today.
If you are not sure where to start, Arum is here to guide you through the options to work out what is best for you. We are an independent advisor committed to helping you find the best solutions to meet your unique needs.
Matt has over two decades of experience in financial services, specialising in credit and collections, technology deployment and business transformation. His previous roles include leadership positions at Oakbrook Finance, Indesser and TDX Group. Matt’s role at Arum is to lead the company strategy, strengthen client relationships and oversee day-to-day operations.