About Budget All-in-1

Innovative and challenging. Those two words sum up Budget All-in-1 quite nicely. The energy company presented itself as a price fighter on the energy market in 2005 and is here to stay. In fact, they also opened up the telecom market in this way at the end of 2016. In order to offer competitive prices, Budget All-in-1 ensures, among other things, that everything runs as efficiently as possible in the background. For a streamlined collection process, they have called in POM.

For Budget All-in-1, Mail to Pay provides the so-called thinning process, the process of reminders, reminders and other collection activities to customers with payment arrears. This is via email, letter, text message and robotized phone calls. The e-mails and text messages are linked to a payment link that allows debtors to pay directly in their own internet banking app. All communication, including the payment environment, has the name of Budget All-in-1 and the look and feel of the mails is Budget All-in-1. The process is fully automatic and is linked to Budget All-in-1 systems via an interface built by POM.

One debt collection partner

“Before that, we worked with quite a few different partners in the thinning process,” says Dirkjan Ensing, Head of Accounting, Tax & Control at Budget All-in-1. “That became a bit messy and unclear; one sent a text message, the other used a calling robot and the next one sent emails. We have now cleverly placed all that with one partner, POM. Our goal: a cost-efficient process, clear communication and improved payment behavior among debtors. We are seeing improvements on all three points.”

personally

Communication is an important point for Budget All-in-1, says Karen Stange from the Branding & Communication Department. “You want customers to be happy and stay with you. Personal communication is an important link in this and POM also offers that option. Furthermore, in the system, we can easily see exactly what actions have been taken towards a debtor. When an email has been sent, for example. But also whether a customer has read that email and whether they clicked on the payment link. When an employee has a conversation with this customer, he can access that specific information. That provides a lot of clarity to both parties, and it works very well.” “In addition,” Dirkjan adds,” any status change can be synchronized directly in all communication tools. So customers will never receive an email or text message with a reminder when they have just paid.”

Fast support desk

The POM system works great, says Karen. “In my role, I spend a lot of time at the front end of the process. What's great, we're behind the controls ourselves. Change a word in a text? I'll just do it myself. Modifying a template is done via the support desk. That is always addressed quickly. And if I report a problem, I usually have a response within an hour.”
Dirkjan recognizes the service-oriented approach. “We also saw them when they switched to their system. We had to switch from the old suppliers to POM fairly quickly. They pulled out all the stops to make that transition go as smoothly and as quickly as possible. A top performance!”

The best collection approach for each customer

Budget All-in-1 is investigating the possibilities of also using the POM solution, where the system learns for itself which collection approach best suits an individual customer with smart algorithms. “We're a huge fan of big data and how to use it effectively,” says Dirkjan. “That's why this solution is right up our alley. Good to see, by the way, how driven these entrepreneurs are to want to create the most beautiful debtor product in the Netherlands. I appreciate that.”

Case highlights

1. Connection to the ERP system

An extensive link has been made with the Budget All-in-1 ERP system and all payment requests are also copied to the digital archive.

2. All payment requests via one provider

Budget All-in-1 has both, email, sms, print and robocalls (IVR) placed with one provider.

3. Call Center Help Tools

With the POM web app and the POM archive options, Budget All-in-1 customer service staff always have the right information at hand.

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