Coeo Group: 

Self-service portal with intuitive user guidance

Dynamic, data-driven, with a focus on the customer: the coeo Group has its finger on the pulse of consistent receivables management! The company sees itself not only as a collection service provider, but also as an analyst, consultant and proactive companion. coeo stands for intelligent receivables management and combines "knowledge from experience" with the factor "man and machine". In this way, new data-based, behavior-oriented and customer-benefit oriented collection strategies are constantly being developed. Based on the latest technologies and the use of artificial intelligence, coeo develops individual and innovative collection concepts tailored to the needs of its clients without straining the relationship with the end customer. In doing so, the company, which was founded in 2010, focuses primarily on the core industries of e-commerce, energy, telecommunications and insurance.



The Challenge

Intuitive user guidance and modern look & feel for the service portal

Settle receivables easily and flexibly: This is what the coeo group of companies wants to make possible for its customers via the self-service portal. In addition to the website launch and new branding, SUNZINET also took on the service portal relaunch. The time frame for the go-live of the portal was set at three and a half months.

The user guidance was to be revised and adapted to the new corporate design. Additional features, such as an individual rate calculation, were also to be integrated. The aim of the relaunch is to enable users to experience the entire customer journey independently in a portal. This should give telephone support much more time for the more complex and individual questions of customers.

Awarded: German Design Award 2022

At the German Design Award 2022, our coeo service portal received the Special Mention award. As a state-of-the-art portal, the service portal impressed the jury with its clear design, simple language and unambiguous dialog structure.




Our Approach & Solution

 To the final portal in only three and a half months

How do you go about completely relaunching an existing portal - and do it in a short time? By not tackling conception, design and technical implementation one after the other, but by integrating the three project steps into the workflow on an equal footing. The coeo developers were directly involved in the process. This close collaboration enabled joint and direct decision-making. Thanks to a weekly exchange, change requests could also be taken into account in an uncomplicated manner.

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Thus, a service portal was created that offers customers a variety of options in six different languages. Users can decide for themselves how to settle the debt: Individual installment options and many different payment providers are available. The system then independently calculates the corresponding payment times and reminds them throughout the remaining time.

The result

New features generate enthusiasm among customers

Clear design, state-of-the-art features and intuitive user guidance are having an impact: Over 14,000 customers gave their positive feedback on the portal in the first two weeks. At the same time, fewer people contacted telephone support. This is because improved communication in the customer portal means that many questions do not arise in the first place. In addition, the coeo service employees are relieved by the implementation of a chatbot solution: The user receives precise answers to his or her questions via the entry point of an automated concern recognition system.

And what happens next? The technical implementation on the basis of Vue Storefront will enable additional features to be implemented in the future. For example, it is planned that users will be able to suspend a payment installment. Overall, the self-service portal is to grow and appeal even more to an international target group. This is another reason why many more payment service providers will be included in the customer journey in the long term.

Coeo expands to further countries

Adaptation of service portals and landing pages of subsidiaries

The debt collection company expanded further last year and founded subsidiaries in Sweden, Austria and Switzerland.

We conducted workshops with our client and created an international brand book for the respective countries in order to ensure the awareness and distinctiveness of coeo on an international level as well.

We were also tasked with creating landing pages for the respective countries and introducing the company to users in a way that was appropriate for the target group. Everything, of course, in coeo's corporate design.

For Sweden and Austria, we recreated the service portals in coeo's unmistakable branding. The special feature of the Swedish service portal is the so-called digital bank ID. Swedish citizens use it to register where they make payments. We have built the bank ID into the service portal so that people can use the service portal without any problems.

The new service portal developed together with SUNZINET underlines coeo's claim to be the market leader in digital receivables management, both technologically and in terms of user experience. I am certain that the existing range of services in our portal already clearly sets us apart from the competition and that, together with Sunzinet, we will continue to realize potential for the further digital transformation of manual processes into the service portal in the future. The very positive feedback from our clients and customers shows that we have obviously more than fulfilled expectations here. With its high level of expertise in technology, UX and design, SUNZINET has made a major contribution to this success.

 Karsten Fiedrich
Karsten Fiedrich COO, coeo Group

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