Rody Overwater in Businessrap

8. October 2025

Technology, humanity—and why the future of debt collection needs both

In this brief business rap, we meet Rody Overwater, CEO at coeo NL – BL.

Debt collection of the future:
self-service portals or advice by phone?

A mix of both

"90% self-service portal but always the human touch in technology (so always human advise available). "

Product strategy:
Virtual assistants as a standard tool or only as support?

Virtual assistants as a standard.

Key performance indicators:
Reduce process costs or increase customer satisfaction?

Both

"These are going hand in hand."

Snack-Pick:
Stroopwafel or bitterballen?

Definitely bitterballen

Early-Bird-Mentality:
Sunrise jogging or start later?

Both

“Jogging at sunrise AND starting later...”

Leadership-Stil:
Proximity to the team or focus on vision and strategy?

All together

“Focus on vision and strategy together with my team.”

Communication style:
Data-based reports or empirical values from the team?

It's all in the mix

“Always empirical values from the team that lead to great success. Recommended reading: Ricardo Semler.”

Measuring success:
High repayment rate or customer satisfaction?

The chicken and the egg

“One cannot exist without the other, so it is pointless to choose between them; you have to do both.”

Growth focus:
Perfect local collection processes or scale them across Europe?

Europe-wide expansion

Technology:
Integrate self-developed software or external innovations?

Both

“... but now we're making great strides with AI.”

Market position:
Debt collection as a service provider or strategic part of the customer journey?

Definitely a strategic part of the customer journey!

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Technology, humanity—and why the future of debt collection needs both

Debt collection of the future:
self-service portals or advice by phone?

A mix of both

Product strategy:
Virtual assistants as a standard tool or only as support?

Virtual assistants as a standard.

Key performance indicators:
Reduce process costs or increase customer satisfaction?

Both

Snack-Pick:
Stroopwafel or bitterballen?

Definitely bitterballen

Early-Bird-Mentality:
Sunrise jogging or start later?

Both

Leadership-Stil:
Proximity to the team or focus on vision and strategy?

All together

Communication style:
Data-based reports or empirical values from the team?

It's all in the mix

Measuring success:
High repayment rate or customer satisfaction?

The chicken and the egg

Growth focus:
Perfect local collection processes or scale them across Europe?

Europe-wide expansion

Technology:
Integrate self-developed software or external innovations?

Both

Market position:
Debt collection as a service provider or strategic part of the customer journey?

Definitely a strategic part of the customer journey!

Weitere Artikel

Innovation, personality – and why balance means growth

Culture, trust – and why digital transformation requires courage

Competition, freedom and why innovation needs clear rules

Customer focus, responsibility – and why patience is sometimes required

Structure, trust – and why a perfect plan must be flexible

Storytelling, strategy – and why innovation requires courage

Technology, humanity—and why the future of debt collection needs both

Debt collection of the future: self-service portals or advice by phone?

A mix of both

Product strategy: Virtual assistants as a standard tool or only as support?

Virtual assistants as a standard.

Key performance indicators: Reduce process costs or increase customer satisfaction?

Both

Snack-Pick: Stroopwafel or bitterballen?

Definitely bitterballen

Early-Bird-Mentality: Sunrise jogging or start later?

Both

Leadership-Stil: Proximity to the team or focus on vision and strategy?

All together

Communication style:Data-based reports or empirical values from the team?

It's all in the mix

Measuring success: High repayment rate or customer satisfaction?

The chicken and the egg

Growth focus: Perfect local collection processes or scale them across Europe?

Europe-wide expansion

Technology: Integrate self-developed software or external innovations?

Both

Market position: Debt collection as a service provider or strategic part of the customer journey?

Definitely a strategic part of the customer journey!

Weitere Artikel

Innovation, personality – and why balance means growth

Culture, trust – and why digital transformation requires courage

Competition, freedom and why innovation needs clear rules

Customer focus, responsibility – and why patience is sometimes required

Structure, trust – and why a perfect plan must be flexible

Storytelling, strategy – and why innovation requires courage

Debt collection of the future:
self-service portals or advice by phone?

Product strategy:
Virtual assistants as a standard tool or only as support?

Key performance indicators:
Reduce process costs or increase customer satisfaction?

Snack-Pick:
Stroopwafel or bitterballen?

Early-Bird-Mentality:
Sunrise jogging or start later?

Leadership-Stil:
Proximity to the team or focus on vision and strategy?

Communication style:
Data-based reports or empirical values from the team?

Measuring success:
High repayment rate or customer satisfaction?

Growth focus:
Perfect local collection processes or scale them across Europe?

Technology:
Integrate self-developed software or external innovations?

Market position:
Debt collection as a service provider or strategic part of the customer journey?