Roq Supports Financial Services Client Through Direct Debit Management System Migration

Roq's Client

Roq’s client is an award-winning mortgage and loan provider that has been delivering outstanding services for their clients for over 50 years.​ 

The Challenge

​​The client had identified that their current legacy Direct Debit processing system needed to be replaced and opted for a new in-house built Direct Debit Management System (DDMS). Having met with Roq and been impressed by the team’s deep expertise in Quality Engineering and extensive experience in the banking and finance sector, they decided that Roq’s test management capabilities would fulfil their requirement for ensuring a quality outcome for this project, in addition to their overall back-office replacement programme of work.​ 

Roq's Solution

​​Roq oversaw the entire test management of the DDMS project, as part of the overall back-office replacement programme. This included:  

• ​implementing a series of test strategies where appropriate 

• ​introducing a variety of approved testing documentation and templates 

• ​managing the relationship of third-party resources both on-shore and off-shore 

• ​overseeing user acceptance testing (UAT) and integration testing. 

​A large part of this engagement was the data migration phase, with all existing data and accounts needing to be migrated to the newly built system. Roq oversaw this entire phase of the project, including creating the full non-functional testing approach, then walking this through with senior stakeholders and obtaining their approval before progressing. 

​A key aspect of the project was Roq's ability to adapt and find solutions in response to evolving challenges. When it became clear that live data would be crucial for the success of the project, Roq swiftly identified that the client's existing offshore model could not be leveraged due to GDPR and UK legislation. Rather than seeing this as a setback, the team embraced the challenge, proactively developing alternative approaches to ensure compliance while still delivering the high-quality results the project required. Roq quickly adapted to a flex resource model, provided additional consultants and delivered that particular phase of the project on-time, within six months. 

​Roq’s engagement and true value add for the client is the upskilling of their internal team. Roq’s Senior Quality Engineering Manager introduced the client’s Senior Test Engineer to Roq’s established and proven methods, working closely to align standards and best practices. Roq also mentored a Developer as they transitioned into their new role as a Test Engineer, ensuring a smooth integration, while reinforcing Roq’s core Quality Engineering Principle of Coaching.​ 

The Outcome  

​​The client set a target of initial go-live happening before Christmas, which the Roq team successfully achieved, with three of the client lenders being migrated on to the new platform before the end of the year. Fast-forward six months, as Roq are coming to the end of the project with all but one lender migrated with ~£40m in direct debit payment being managed through the new system each month.​ 

I am grateful for all of Roq's help to date and for all the additional help that I will no doubt call upon them for in the future

Roq have received fantastic feedback from the client throughout this engagement, scoring an outstanding 100% client satisfaction and 10/10 Net Promoter Score in each of the four quarters of the relationship. Just a small sample of the feedback received, is this quote from a senior client stakeholder; “I am grateful for all of Roq's help to date and for all the additional help that I will no doubt call upon them for in the future.” and a member of the internal team saying “I have been lucky to work under the guidance of Roq’s Senior Quality Engineering Manager who is an excellent mentor and manager. His exceptional leadership skills and dedication to the company have brought all the teams, both onshore and offshore, together. It is fair to say that we all work much more collaboratively since he took the helm.” 

Roq Value

• ​​Timely go-live with minimal issues found, allowing the client to continue their excellent service to their customers.​ 

• ​​Upskilling of internal team, arming them with tested and approved strategies and documentation.​ 

If you’d like to find out more about how Roq can support your business, please do get in touch - ask@roq.co.uk