How to choose a CRM for problem debt: 7 criteria

Collection systems are often chosen based on an interface demo. But the interface is only the tip: effectiveness depends on how the system handles data, rules and people.

Criteria worth checking

Here are the questions that help compare solutions before a pilot:

• Portfolio import: does an export from your core banking system load without manual preparation or duplicates?
• Strategies: can you segment the portfolio and set rules without a programmer?
• Queue: does the system assign cases itself, or does the operator pick whom to call?
• Limiter: are time, contact frequency and stop factors checked before dialing?
• Telephony: are an auto-dialer, callback and voice bot supported?
• Reports: can management see the portfolio by delinquency bucket without Excel exports?
• Log: is every action recorded with no way to alter it?

How to run a pilot

The best way to test a system is to run it on one portfolio for 3–4 weeks. Agree on metrics in advance: contact rate, promises kept, amounts collected. Compare them with the period before launch — the decision will rest on numbers, not impressions.