Nils Gebel: "Through personalized experiences, we can strengthen long-term customer relationships."

23/08/2024

Nils Gebel: “Through personalized experiences, we can strengthen long-term customer relationships.”

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Artificial intelligence allows companies to elevate their work processes to a new level. Nils Gebel, Head of Sales Energy, Telecom & Mobility at coeo, provides exciting insights into how coeo is leading the transformation in receivables management while leaving behind the outdated image of traditional debt collection.

Editorial Team: Artificial intelligence is used in our work process to...

Nils Gebel: Achieve significant efficiency improvements in various areas. This includes not only routine processes that, once automated, free up capacities. AI processes also greatly support the analysis of massive data sets, helping with decision-making. The speed of AI is a major advantage and gives us a real competitive edge. We can exceed customer expectations with fast and well-informed responses, constantly impressing them.

Editorial Team: AI has changed how we identify and approach potential customers by...

Nils Gebel: Enabling us to identify target groups more quickly and accurately. With this information, we can deploy appropriate campaigns at the right time. The effectiveness of this approach increases, although the actual engagement is still carried out by a human. In the end, we also need to see the person behind the identified "customer." While it would technically be easy to have interactions handled by an avatar, we may try that out soon and see how our contacts react.

Editorial Team: Our customers are responding to the introduction of AI-driven solutions by...

Nils Gebel: Showing interest and curiosity. Since some of our customers are pursuing their own AI strategies, many are keen on exchanging ideas. Even though the AI applications vary widely among our customers, it is always beneficial to discuss our activities openly. In the end, it benefits our customers when our service processes become faster and maintain consistently high quality. The high satisfaction that comes from personalized experiences also helps us strengthen long-term customer relationships, attract new customers, and expand our strong market position. As a result, coeo is not only seen by customers as a strong partner in receivables management but also as an innovation leader in the industry, having long shed the "gray debt collection image."

Cover: © coeo Group / Nils Gebel

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