Proximus seeks payments excellence, cost reduction, and capacity management
Accurate and timely payment processing has been crucial for the ongoing success of telecoms – ensuring back office efficiency, customer experience excellence, and profitability. Proximus, the largest telecommunications group in Belgium, sought to improve its automatic payment posting to align to the global standards. A failure in direct debit processing had led to an increase in bad debt. In addition, Proximus needed to address a series of related issues such as high operational costs, capacity management due to uncertain project demand, a lack of business collaboration, and knowledge drain.