Interview with Paul Scholten – Relieving customers with the smartest and best service
On June 19, Paul Scholten, CEO of Buckaroo, joined De Ondernemer for an interview. Together with host Gerben van Driel, they took a closer look at the world of payments—from a simple cash register system to a full omnichannel customer journey. The discussion explored what Buckaroo actually does and what an omnichannel payment strategy really means.
From online payment to in-store refund
When asked what “omnichannel” means, Paul gave the example:
"A customer who has made a purchase in a webshop wants to return the product in-store. This may seem very simple, but technologically, it’s more complex to arrange. You have to connect systems and ensure that everything is correct in the administration as well."
What does a PSP do?
Paul also explained what a Payment Service Provider (PSP) is and what services such a payment institution can offer. By working with a PSP, entrepreneurs can quickly process payments and gain better oversight. Whether it’s credit card payments, iDEAL, Bancontact, or a variety of other online and in-store payment methods, you can often arrange everything through a single provider. This saves both time and money, allowing Buckaroo to take the burden off entrepreneurs when it comes to payments.
The right payment strategy for your customers
Another topic Gerben wanted to dive into was “payment strategy.” Paul explained that a payment strategy always starts with the customer:
- Who are your customers, and what products or services do you offer?
- Do they visit you in-store, online, or both?
- Do you work on a subscription model, like Swapfiets?
From there, you determine what your customers want in terms of payment options and what suitable solutions you can offer. This could include, for example, making it possible for a customer to return an online purchase in-store.
Banks vs. payment institutions
The interview also touched on the difference between a payment institution and a bank—what you would approach a PSP for and the PSP’s position in the payment landscape compared to banks. Paul explained that new payment methods in particular often require complex systems. Not all banks have the capacity to set up and maintain the necessary technical infrastructure. This is why such work is often outsourced to a third party like a PSP. In this way, the two can complement each other well—something that has also happened with ABN AMRO and Buckaroo.
A challenging market
When asked about the challenges Buckaroo faces, Paul described two aspects. First, there is the operational side: once something has been built, it has to keep running smoothly. The company must also respond to new technologies, as the market is constantly evolving. Just as important for Buckaroo, however, is focusing not only on technology but also on what customers truly need—ensuring they are guided and supported, for example, by being easily reachable via phone and offering a helpdesk with local support.
Think about growth opportunities
Finally, Paul was asked for a closing tip for entrepreneurs. His advice: always look ahead. For example, if you plan to expand into other countries, make sure your webshop also includes payment options relevant to those markets.