The role of technology in credit management
In this episode of Never Overdue, we welcome Geert De Pooter, Head of Judicial Billing & Credit Management at Orange. Together with Jean Paul Van Damme, we discuss the evolution of payment behavior, the impact of technology on credit management, and how regulations influence the telecom sector. Discover why Excel can be both a lifesaver and a bottleneck, how the abolition of the ‘blacklist’ for defaulters changed the market, and why companies are increasingly investing in data and automation. Don’t miss these insights!
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Why you shouldn’t miss this podcast
The evolution of payment behavior and defaulters
Consumer and corporate payment behavior has proven surprisingly stable over the years, despite economic crises and social changes. The COVID pandemic, which was expected to cause a wave of defaults, actually had the opposite effect within the telecom sector. People considered their internet connection essential, leading them to prioritize paying their telecom bills. This illustrates how external factors and context are decisive in credit management.
Another important observation is that there is no significant shift in payment behavior between younger and older generations. This goes against the expectation that younger generations would face more payment issues. It remains a challenge to detect defaulters early and take appropriate measures.
The role of technology in credit management
Although specialized systems are available, Excel is still widely used in credit management. This is due to the software’s universal applicability and accessibility. However, Excel can become a limiting factor as companies grow and require more complex structures.
Specialized software packages and AI are increasingly being used to optimize risk analysis and collection processes. AI can recognize patterns in payment behavior, helping companies take more targeted and effective collection measures. In the future, AI could even offer personalized reminders and payment solutions based on the customer’s profile.
Regulation versus efficiency in the telecom sector
A striking theme in the podcast is how regulation affects credit management. The abolition of the ‘blacklist’ within the telecom sector has meant that defaulters can switch providers without consequences. This was abolished due to privacy legislation, but has the unintended consequence of telecom companies facing a higher risk of payment arrears.
Quote: “We used to have a blacklist, but the privacy commission said: this is not allowed.”
In addition, telecom companies are bound by strict rules regarding how and when they can send reminders and notices. This limits their flexibility to address non-payment quickly and effectively. As a result, the importance of predictive models and AI solutions for early risk detection is growing.
About our guest:
Geert De Pooter – Judicial, Billing & Credit Control B2C Manager at Orange
Geert De Pooter is an experienced people manager with a solid background in improving processes around billing, fraud prevention, credit management, and customer service. He has worked in various sectors, from telecom to the credit card industry, and has gained extensive experience in both B2B and B2C environments. His expertise lies primarily in optimizing accounts receivable management and setting up efficient dunning procedures, with a focus on both customer relationships and financial processes.
Geert strongly believes in the power of preparation, hard work, and learning from mistakes. His leadership style is based on flexibility, putting the unique needs of his team and organization at the center. He holds the conviction that a leader does not just point the way, but also works alongside the team to achieve goals.
Why listen to this episode?
This episode offers a unique look at how credit management works in a sector where high volumes and strict regulations intersect. From the influence of social trends on payment behavior to the crucial role of technology and the challenges surrounding privacy legislation: this podcast provides valuable insights for both financial professionals and entrepreneurs dealing with accounts receivable management.
Want to learn more about how companies adapt to changing market conditions and technological progress? Then this podcast is a must-listen!
