How Busey Bank Modernized Collections Beyond Spreadsheets 

Busey Bank replaced spreadsheet-driven collections processes and manual documentation with the AKUVO Platform. Structured work queues now organize daily activity, while centralized documentation, promise tracking, dashboards, and reporting give collectors and leadership a more consistent view of the work.

Busey Bank’s retail collections team was delivering strong results and maintaining low delinquency levels. Ronald Cipolla, senior vice president and retail special assets manager, saw an opportunity to strengthen the operation before spreadsheet-based processes became a larger constraint.

Collectors relied on Excel spreadsheets, manual notes, and multiple systems to manage past-due accounts. The approach worked, but it made consistent prioritization, documentation, promise tracking, and day-to-day visibility harder to sustain as the bank’s needs evolved.

While Busey’s collections team was performing well, Cipolla recognized that manual processes could limit the team’s ability to absorb additional volume over time. As the bank continued to evolve, he wanted a collections operation that could scale efficiently without adding complexity for collectors or creating new operational bottlenecks.

The objective was to build the infrastructure needed to support future growth, maintain visibility into team activity, and ensure collectors could continue serving account holders effectively as workloads changed.

Rather than waiting for growth to expose limitations in existing processes, Busey chose to modernize its collections operation with AKUVO, creating a more efficient, transparent, and sustainable collections process while making daily work easier to manage.

Cipolla initiated the modernization effort and guided it through implementation. Busey prioritized the capabilities that shaped day-to-day collections work:

•    Queue management to organize account activity and support consistent prioritization
•    Centralized documentation and collection activity
•    Promise-to-pay tracking within shared workflows
•    Collector workflows built around the team’s operating needs
•    Dashboards and reporting for clearer leadership visibility

With AKUVO as the technology and implementation partner, Busey moved from spreadsheet-driven processes to structured work queues. Account information, notes, promises, and collection activity became accessible within one platform, reducing the need to move among separate tools throughout the day.

The change required experienced collectors to adopt new workflows after years of working differently. Cipolla stayed close to the project by testing the system, identifying issues, and working with AKUVO’s implementation team to configure the platform around Busey’s needs.

As collectors gained experience with the platform, confidence in the new workflows grew. The implementation also reinforced the importance of data preparation. Busey’s environment required careful mapping and integration work so information could flow correctly between systems.

Cipolla’s practical advice for other banks is to begin with the data and give the project team enough attention to build that foundation correctly.

Busey established a stronger operational foundation for retail collections. The documented value is visible in how the team organizes daily work and how leadership manages the operation.

Most importantly, Busey replaced spreadsheets and manual workarounds with a modern platform built around the way its collections team works.

Cipolla views the AKUVO Platform as a long-term investment in the collections operation. Today, Busey primarily uses the platform for workflow management, documentation, and reporting. Looking ahead, the bank has a stronger foundation for managing additional volume and supporting organizational growth without relying on manual workarounds.

By moving beyond spreadsheets and paper-based processes, Busey has created the capacity and operational visibility needed to adapt as business needs evolve. The collections team can continue focusing on serving account holders while knowing the underlying infrastructure is built to scale.

For institutions considering a similar modernization effort, Cipolla’s advice is straightforward: start with the data, build a strong implementation team, and focus on creating a foundation that supports both today’s workload and tomorrow’s opportunities.

Why did Busey Bank modernize its collections process?

Busey’s decision was driven by operational readiness rather than performance challenges. The collections team was delivering strong results, but leadership recognized that spreadsheet-based workflows would become increasingly difficult to manage as volumes changed over time. By implementing AKUVO, Busey created a more scalable collections operation with better visibility, documentation, and workflow management, giving the team additional capacity to support the bank’s future growth. 

How did Busey Bank move beyond spreadsheet-based collections?

Busey implemented the AKUVO Platform to organize daily activity in structured work queues and bring documentation, promise tracking, collection activity, dashboards, and reporting into a shared operating environment.

What changed for Busey’s collections team?

Collectors gained a more consistent way to prioritize work, document account activity, and track promises to pay. Leadership gained clearer visibility into calls, emails, and collector activity across multiple locations.

What did Busey learn during implementation?

Busey’s experience highlighted the importance of data preparation, mapping, and integration. Cipolla recommends starting with the data, building a strong project team, and keeping the implementation focused on the operational problems the technology needs to solve.

What collections capabilities does Busey use today?

Busey currently focuses on workflow management, documentation, dashboards, and reporting, with room to evaluate additional capabilities as its needs evolve.