Collections and debt recovery platform delivery for a mid‑market financial services provider
RSVR partnered with a mid-market debt recovery agency to design and deliver a custom debt recovery platform for regulated financial services, reducing manual workload and improving delivery predictability across communications, reporting, and compliance workflows.
The client is a mid‑market collections and debt‑recovery agency operating in a regulated financial services environment.
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Delivery context
The client is a mid‑sized collections and debt‑recovery agency in a regulated financial services environment, with teams managing high volumes of debtor communications, MI and reporting obligations, and client‑facing workflows.
The new platform needed to support end‑to‑end collections workflows while staying compliant.
- Support multiple communication channels
- Reduce operational overhead
- Maintain compliance with evolving data protection requirements
Scale without increasing administrative burden
The goal was to improve delivery predictability and operational efficiency without introducing compliance risk.
The challenge
The client’s existing processes relied heavily on manual effort and disconnected systems, creating delivery bottlenecks and operational risk.
Key challenges included:
- Manual follow-ups with debtors across SMS, email, and letters
- Individually generated solicitor notices and escalation workflows
- Fragmented communication records and limited visibility
- Manual reporting and invoicing for clients
- Increasing difficulty tracking compliance across jurisdictions
These constraints slowed recovery cycles, increased internal workload, and limited the team’s ability to scale delivery confidently in a regulated environment.
In practice, this meant slower recovery cycles, higher operational cost per account, and greater risk of missed client or regulatory expectations.
Delivery approach
RSVR delivered the platform using a senior‑led delivery model similar to our Backlog Acceleration Squad, working closely with stakeholders to design workflows aligned to operational and compliance requirements.
The approach focused on:
- Defining clear delivery scope and priorities
- Designing automation around real operational workflows
- Embedding role-based access and governance from the outset
- Delivering incrementally to maintain visibility and control
This mirrored the way we run 2‑week measurable output pilots on a single lane before scaling to full platform delivery.
The result was a bespoke platform, built to support both day-to-day operations and future growth.
What was delivered
RSVR designed and delivered a cloud-based debt recovery platform tailored to the client’s workflow and regulatory context.
Key capabilities included:
- Communications. Automated debtor communications via SMS, email, and letters, triggered by status and escalation rules.
- Legal workflows. One‑click solicitor notices using pre‑approved, jurisdiction‑aware templates.
- Portals. Role‑specific portals for administrators, clients, and internal teams.
- Payments. Secure, self‑service payment flows supporting recurring and partial payments.
- Reporting & invoicing. Centralised reporting and invoicing to reduce manual back‑office effort.
- Compliance. Compliance‑ready workflows with role‑based access controls.
The platform was designed to support similar mid-market agencies operating across regulated environments.
While tailored to this client, the platform architecture was designed to support similar mid-market debt recovery agencies operating across regulated environments.
Outcomes
Following delivery, the client achieved:
- Following delivery, the client achieved measurable operational improvements across communications, reporting, and delivery control:
- Manual debtor communications were replaced with automated, rule-driven workflows across SMS, email, and letters.
- Outbound communication processes became consistent and auditable, improving delivery predictability across recovery cycles.
- Reporting and invoicing workflows were centralised, reducing manual back-office effort and reconciliation overhead.
- Operational visibility improved through consolidated communication records and role-based access controls.
- The platform supported more consistent, professional debtor communication without increasing compliance risk.
- These outcomes were achieved while maintaining full regulatory compliance and operational control, enabling the client to scale delivery with greater confidence.
Together, these improvements supported faster, more predictable recovery cycles and stronger service levels for the agency’s clients.
Outcomes were achieved without compromising compliance or operational control.
How this fits within RSVR’s delivery models
This engagement reflects how RSVR typically works with regulated platforms: starting with clear scope and governance, then expanding into full platform delivery as confidence is established.
- Backlog stabilisation, similar to our Backlog Acceleration Squad, by removing operational bottlenecks
- Modernisation, through the replacement of fragmented legacy processes with a governed platform
For similar organisations, this type of engagement often evolves into:
- Ongoing delivery acceleration using a dedicated squad to support scaling
- Incremental platform enhancements as regulatory or operational needs change
FAQs
What is debt recovery software?
Debt recovery software supports automated communications, reporting and operational workflows so agencies can reduce manual effort, track cases accurately and improve delivery consistency.
Can debt recovery platforms be customised?
Yes. This platform was tailored to the agency’s specific workflows, jurisdictions and client reporting needs. Similar collections and debt‑recovery platforms can be customised around rules, templates, integrations and compliance requirements.
Is this suitable for regulated financial services environments?
The solution was designed for a regulated financial services context, with role‑based access, audit‑friendly reporting and controlled workflows. Our delivery model is built for organisations that need to balance recovery performance with compliance and operational control.
Ready to improve delivery predictability?
Book a delivery briefing to review your current collections or debt‑recovery platform, delivery constraints and operational priorities.We’ll recommend a safe entry point-often a 2‑week measurable output pilot on one lane-aligned to your goals.
