Project Snapshot
Industry: Mobility & Subscription Services
Headquarters: Netherlands
Locations: Active in major cities across Europe
Markets: Multiple European markets
Collaboration with coeo: since 2020. International credit management and collections as part of the customer journey
Swapfiets is the company behind the bicycles with the blue front tire. The concept: For a monthly fee, customers receive a bicycle that works at all times. Repairs or a direct replacement are included in the service.
Task & Challenge
As Swapfiets expanded across multiple European markets, the demands on processes, payment management, and customer service also increased. Differing local regulations, cultural nuances, and a growing membership base called for a scalable and customer-friendly payment and collections process.
Additionally, the customer journey in credit management needed to reflect the same level of service quality as the rest of the customer experience.
Our Approach.
For Swapfiets, the focus was on the entire customer journey from the store to the Swapdesk to the collections process. The goal was to provide customers with an “awesome service” experience at every step.
Together, we built an ecosystem in which payment processes, friendly reminders, and collections work seamlessly together. In doing so, Swapfiets deliberately relied on local expertise, cultural understanding, and customer-friendly communication.
Thanks to local teams in various countries, coeo was able to ensure empathetic and customer-centric communication in the respective language and tailored to the specific characteristics of each market.
What we built jointly.
Together with Swapfiets, we established an international credit management setup that automatically integrates payment processing, friendly reminders, and collections.
Payment processing was organized via Buckaroo and connected to coeo’s collections process through automated interfaces. Unsuccessful debits are first handled via friendly reminders and then automatically transferred to coeo.
In addition, Swapdesk gained real-time insights into the status of debt collection cases via a central portal. Through API-based processes and close collaboration between the tech teams at Swapfiets, Buckaroo, and coeo, the payment and debt collection flows were continuously refined and optimized.
Results.
Today, Swapfiets serves a large international member base across multiple European markets.
This partnership enables Swapfiets to maintain the same customer-friendly tone and high standards of service in the collections process as it does throughout the rest of the customer journey.
Through dedicated points of contact, real-time insights, and automated processes, a sustainable partnership has been established with high transparency and more efficient workflows.
What Partnership Truly Means to Us.
For Swapfiets, service doesn’t end with the purchase or repair of a bicycle. The payment and collections process is also part of the customer journey.
coeo was therefore deliberately integrated as an extension of Swapfiets’ own service philosophy. Customer-friendly communication, empathy, and a focus on customer loyalty were particularly important in this regard.
The partnership is based on technological advancement, local presence, and a shared commitment to continuously improving processes and sustainably supporting international growth.
Until 2025, Gaby Schmidt served as Head of Finance at Swapfiets and was closely involved in the collaboration with coeo.
Talitha Ahmed, an employee at Swapdesk, also plays a leading role in the collaboration with coeo.
