DELA transforms billing process with POM
Funeral specialist DELA faced the challenge of modernizing the traditional process of invoicing for its insured persons. DELA wanted to get rid of paper invoices in order to communicate with its customers even more efficiently and personally. To this end, a partnership was entered into with POM and major steps were taken in digitization. Caroline Lafon, Customer Experience Manager at DELA, shares her experience with POM so far and the results achieved.
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Previously entirely on paper
Caroline Lafon explains that DELA's billing process used to be entirely paper-based, with standard texts and outdated paper transfers. This made processing partial payments, duplicates and adjusted invoices a manual, time-consuming and error-prone process.
“The transition to digitization, personalization and modern payment methods within our own system was complicated and seemed difficult to achieve,” says Caroline. This led DELA to look for a solution to modernize the billing process while increasing customer satisfaction.
POM removes technical complexity
The choice fell on POM, and according to Caroline, the collaboration went smoothly from the start. “POM took over the technical complexity for us, allowing us to focus on our customers,” she explains. Thanks to POM, DELA can now send invoices digitally, directly to the customer's inbox or Payconiq by Bancontact app. With one simple payment button customers can pay their bills quickly and easily, resulting in faster payments and an improved customer experience.
For customers who prefer paper invoices, DELA continues to offer a high-quality service. “They still receive their invoices in the mailbox, but now with an improved design and a handy QR code for payments,” says Caroline. “After payment, they can even specify whether they want to receive invoices by email in the future.”
The POM platform also offers major internal benefits. “We can easily see what communication a customer has received and send a duplicate or modified invoice within a few clicks,” says Caroline. In addition, changes in customer data, such as an incorrect email address, are quickly visible, so that the customer database always remains up to date. All of this has significantly simplified the work of DELA's internal employees.
Smooth collaboration and customer-focused solutions
Caroline is very pleased with the way POM thinks along with DELA. “Our project manager proactively thought about improvements for both DELA and our customers,” she says. “For example, we looked at options that had not been requested before, such as adjusting the photography on the invoices based on the recipient's age.” This was a new wish from DELA, which was realised by POM.
The implementation also went smoothly. “The implementation time until Go Live was short and we were always able to count on the availability of their team,” explains Caroline. The service remains high even after it goes live. “Even now, in daily operations, questions are answered quickly and efficiently by the Service Desk.”
Thanks to the short lines of communication with POM's management, DELA can also easily discuss new opportunities. “We can easily consult with the Commercial Director when we want to discuss new ideas,” says Caroline.
The results: faster payments and happy customers
DELA has been working with POM for about six months now, and the results speak for themselves. “We have now been able to deliver almost 50% of our invoices digitally,” says Caroline. This has not only resulted in savings on postage costs, but also a shorter lead time and higher customer satisfaction. Payments arrive faster, with clear peaks immediately after receipt of the invoice and just before the due date.
Not only customers, but also employees at DELA are satisfied. “Our employees can work more efficiently and better meet customer needs,” says Caroline. This ensures fewer misunderstandings and shorter conversations with customers, which increases overall efficiency.
Looking ahead
Although DELA has already achieved good results, the process has not been fully completed yet. “We haven't integrated all our invoices into the POM platform yet, but we look forward to the next steps in this journey,” says Caroline.
Thanks to POM, DELA has been able to transform its billing process into a modern, digital system that offers simplicity and ease of use for both customers and employees.
About DELA
DELA provides financial, practical and emotional support around farewell. In this way, they provide peace of mind for their customers and their loved ones, now and later.
