Automation at Proximus: The Key to Better Customer Relationships and Efficiency
In the recent episode of the “Never Overdue” podcast, Jean-Paul Van Damme, Sales Manager and partner at Triple A Solutions, speaks with Lieve Ringoot, Head of Collections at Proximus. With 25 years of experience at Proximus, Lieve offers valuable insights into the company’s Credit Management, focusing on automation and customer-centricity.
Listen to the full episode, also available on Spotify, and always stay one step ahead!
Automation as a Driver for Improvement
Lieve emphasizes the importance of automation within Proximus. According to her, automation leads not only to more efficient processes but also to better customer relationships. This is essential for a company with over two million customers, where manual processing is no longer an option. “Automation actually leads to a better customer relationship and better results at Proximus,” says Lieve. By automating repetitive tasks, more space is created for valuable customer interactions.
Customer Profiling for a Personalized Approach
Lieve also explains how Proximus profiles customers based on their payment behavior. This allows them to approach customers in a more personalized way. For example, a different approach is used for customers in temporary financial difficulty than for those who are structurally late with payments. This customization ensures that every customer receives the attention they need, resulting in a better experience and more effective collection processes.
Automation: More Work, But of Higher Value
A common misconception about automation is that it leads to less work. However, Jean-Paul sets the record straight: “With automation, we achieve an enormous improvement in quality, better DSOs, and better customer relationships, but certainly not less work.” Lieve confirms this by stating that automation actually frees up space for work that adds more value, instead of repetitive tasks that yield little.
Legislation and Regulation as Protection
In addition to automation, Lieve and Jean-Paul discuss how regulations within the telecom sector better protect customers. Although stricter rules are sometimes perceived as restrictive, they ultimately contribute to a fairer and more transparent customer experience. Lieve emphasizes that Proximus takes a proactive approach to legislation to serve customers optimally.
Conclusion
The automation efforts at Proximus demonstrate how technology can be used not only to improve operational efficiency but also to increase customer satisfaction. By automating processes while simultaneously investing in customer profiling, Proximus is able to provide a personalized and customer-oriented service. For anyone interested in how Proximus handles these challenges and how automation contributes to their success, the full podcast episode is definitely worth a listen.
About our guest:
Lieve Ringoot – Domain Manager Collections at Proximus
Lieve Ringoot is Head of Collections at Proximus and has more than 25 years of experience within the company. With her extensive knowledge of Credit Management and a strong focus on automation and customer-centricity, Lieve plays a crucial role in optimizing Proximus’s collection processes. Her insights are particularly valuable as she shows how technology not only increases operational efficiency but can also strengthen customer relationships. Lieve’s approach, utilizing customer profiling and legislation for a more personalized and transparent service, makes her an authority in the field of modern Credit Management.
Why listen to this episode?
The podcast offers a wealth of insights for everyone involved in Credit Management. Whether you are on the sales or finance side, the balance between these two worlds is crucial. With the right strategies, an inclusive team culture, and a clear focus on customer knowledge, internal processes, and employee performance, the dream of “Never Overdue” can become a reality. Listen to the full episode for even more valuable tips and stories from the field.
