Billogram and coeo partner to strengthen recovery and customer retention across Europe

The partnership will initially cover the Nordics, Germany, Austria, Belgium and the Netherlands as part of both companies’ broader European growth strategies.

A missed payment puts the customer relationship to the test

Late payments are nothing new. But for many companies, reminders and collections are still treated mainly as administrative steps rather than important moments in the customer journey.

“Most companies have a clear plan for how to win a customer. Very few have a plan for what happens when that customer misses a payment,” says Jonas Suijkerbuijk, CEO of Billogram.

Not every late payment signals an unwillingness to pay. An invoice may have been overlooked, or the customer may be experiencing temporary financial pressure and need more time or a flexible arrangement. The way a company responds can determine whether the relationship continues.

Recovery rate alone is not enough

The success of receivables management has traditionally been measured by one central KPI: how much of the outstanding debt is recovered. But that metric only tells part of the story.

A consumer survey commissioned by Billogram found that one in five consumers had cancelled a contract after receiving a payment reminder. The payment may have been recovered, but the customer was lost.

“An outstanding receivable is not automatically the greatest risk for a company. Losing a long-standing customer often costs significantly more. That calculation is rarely made – and that is exactly where it goes wrong,” says Glenn Portier, CCO and Managing Director of coeo Netherlands and Belgium.

One customer journey, across the payment process

Customers do not distinguish between an invoice, a reminder and a debt collection letter. They hold the service provider responsible for the entire experience – even when different systems and specialists are involved.

Billogram supports companies throughout the recurring payment journey, with transparent communication and accessible digital payment options that can help prevent unnecessary collection cases. coeo contributes its expertise in receivables management and consumer-friendly collections, supported by technology that helps determine the right channel, timing and tone for each case.

“Customers experience every interaction as part of the same relationship. That is why communication needs to remain clear, consistent and supportive throughout the payment journey,” says Suijkerbuijk.

A broader measure of success

Billogram and coeo share the belief that successful receivables management should not be measured exclusively by the amount recovered. Companies also need to understand what happens to the customer relationship afterwards.

“Recovery will always be important. But the question that matters just as much is: how many customers are still there afterwards? Companies that keep both in view will come out ahead,” says Portier.

By bringing together complementary expertise and a shared customer-first philosophy, Billogram and coeo want to help more companies reduce unnecessary collection, improve recovery and retain more customers after a payment disruption.

About Billogram

Billogram is a European payment platform that covers the full lifecycle of recurring payments, from the first transaction to full resolution. Founded in Stockholm in 2011, the company serves large enterprises in the energy, telecommunications, insurance, and mobility sectors across 14 European markets, processing more than five billion euros annually. The company was founded on a simple principle: it always pays off to treat people well.

www.billogram.com

About coeo Group 

The coeo Group is a leading technology-based debt collection company in Europe. With a clear focus on automation, data-driven decisions and customer-centric processes, coeo is reshaping receivables management – efficiently, scalably and sustainably.

www.coeo-group.ai