Vilcol Case Study
The Challenge
Vilcol Ltd – Trace and Financial Collection System. Users: Managers, Admin, Clients
Vilcol is an FCA regulated business. Their legacy database was more than 25 years old, undocumented and slow. It could not integrate with modern tools, which meant rekeying, limited reporting and growing operational risk.
Vilcol needed a single, modern platform to manage tracing and collections from first instruction to closure. The goals were faster case handling, accurate client billing, clearer MI and full compliance with FCA rules and data protection.
The Development Process
We began by documenting the existing legacy system, including tracing, collections, finance and client services to understand every step, data item and SLA. From this we produced a detailed specification covering screens, workflows, roles and permissions, document templates, audit requirements and management information.
Wireframes were created for all core journeys including case intake, tracing actions, payment arrangements, billing and reporting. These were reviewed with operational leads to ensure the new workflows matched real life.
We built APIs for payments and messaging, integrated document generation and call recording, and designed bulk import tools to migrate historic cases without downtime. The legacy data had no validation, so a data import tool was built to ensure that the imported data followed the new validation rules.
Go live followed a phased plan. Teams received training and ran a short parallel period before switching fully. Monitoring and a post-launch backlog ensured rapid iteration based on user feedback.
Key features
- Integrated trace and collection workflow from intake to closure with task lists and SLAs
- Client and subject management with duplicate detection and full contact history
- Flexible commissions, automated invoicing and real time payment tracking
- Document packs and letter templates with scheduled email and SMS
- Call recording links and comprehensive audit trails for each action
- Custom reports for cases, payments, ageing and client performance
- Role based access and granular permissions to protect sensitive data
Reproduced with permission. As these are real systems data has been blurred to ensure confidentiality
PDFs automatically generated from the same data entered into the websiteOutcome
The new platform replaces the DOS system with a single source of truth and faster, more reliable processing. Phased rollout delivered immediate gains in speed and visibility, and the system continues to evolve with new enhancements.
Vilcol was one of the first within the Financial Industry to computerise our systems. In time this became out of date and so I authorised my internal IT team to send out request for tenders to replace our system.
Many tenders were received but the time RD Research spent on understanding our requirements was exemplary. They were aware that this system would be audited by both the FCA and our multi-national clients. RD Research made excellent recommendations for the system, and our efficiency has increased as a direct result. Our bespoke system does everything we needed it to do and both the technical understanding attention to detail that RD Research showed was excellent.
RD Research have proved to be outstanding value for money. The finished system came in on budget, and I have no hesitation in recommending them. I am happy to discuss if you would like to contact me.
Steve Rowlands, MD Vilcol Ltd