Youfone: From direct debit to Credit Management
When you're one of the fastest-growing telecom companies in the Netherlands, you could use some help automating your payment processes. That's why they brought in the expertise of a payment service provider (PSP). Why did they choose Buckaroo? We asked Rick van Gurp of Youfone, who shares responsibility for the PSP project. "We wanted insight, innovation and control over the payment process, while keeping our own customer service."
"Direct debit & iDEAL are by far our most popular payment methods."
- Rick van Gurp, Youfone
"We want our own customer service team to be able to answer all questions about outstanding invoices themselves. That creates a one-stop shop for our customers, where they can stay in personal contact with us about an issue."
Outsourcing, but with control
"We want our own customer service team to be able to answer all questions about outstanding invoices themselves. That creates a one-stop shop for our customers, where they can stay in personal contact with us about an issue," says Rick van Gurp, describing what they were looking for.
They also wanted smart automation to support the payment process, with a customer-friendly way to initiate payment requests and process them efficiently. Youfone went looking for a payment service provider that would let them keep control of their debtors in their own CRM system.
What requirements must the PSP meet?
“We want to use our own account number. We were also looking for a partner that could handle our volumes and the processing involved, with good technical support for the integration with our own system. After all, we wanted all accounts receivable data in our own CRM, so our customer service team can work with it. That gives us control and insight.”
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The PSP must be able to process large volumes of invoices (including changes)
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Youfone wants to keep its own bank account number
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Payment status must be visible immediately in Youfone's own CRM system
Different products, different payment flows
"Youfone is growing every month in both the SIM-only market and the fixed-line market. By automating for different customer profiles and using both SMS and email to communicate with customers, each including a payment link for iDEAL, we want to make paying easier. The credit management solution from Buckaroo makes this possible. We can easily create new profiles and edit templates ourselves. This way, the payment process is tailored to the customer and the product. By far our most popular payment methods are automatic direct debit & iDEAL (or iDEAL QR)."
Collaboration and integration
“Working with Buckaroo is a pleasure. At the start, we were able to move very quickly when migrating our accounts receivable management. In a short time, just 2 months, we switched our main bank and moved our accounts receivable management to Buckaroo. The clear API documentation and a dedicated point of contact at Buckaroo helped us go live as quickly as possible.”
Plans for the future
"Youfone wants to differentiate further by subscription type and customer type, so the right communication is always sent along. The challenge is to keep this clear, simple and easy to understand for the customer. One example is a dedicated payment profile for subscribers under court-appointed financial administration (bewindvoering). We also want to explore new payment options to give Youfone customers more freedom of choice in how they pay. Youfone is growing every month, so a payment system that can grow with us is essential."
"We were able to move very quickly when migrating our accounts receivable management."
- Rick van Gurp, Youfone
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