Project Snapshot
Industry: Fashion & Lifestyle Retail
Headquarters: Germany
Stores: 18 European countries
Markets: Multiple European markets
Collaboration with coeo: 10+ years
Bonprix is a fashion and lifestyle brand active in 18 European countries, part of the Otto Group. For over a decade, coeo has managed their collections process in the Netherlands, integrating smart technology with a customer-first approach to ensure that a payment issue never has to mean the end of a customer relationship.
Task & Challenge
Across Europe, rising costs and intensifying competition have pushed fashion consumers to spend more carefully. Baskets are shrinking. And customers who do buy are returning more, adding cost and complexity throughout the supply chain.
In this environment, every part of the customer relationship matters more than ever, including what happens when a payment does not come in. The question is no longer just how much can be recovered, but how that process reflects on the brand. A debtor today is a customer tomorrow. How a company handles that moment says something about who they are.
Bonprix needed a partner who understood both sides of that equation. Strong on recovery. Careful with customers. And capable of scaling across markets while staying aligned with a changing regulatory environment, including the CCD2 directive.
Our Approach.
coeo’s starting point was simple: recovery and customer centricity are not in tension. They reinforce each other. That conviction shaped every part of how coeo worked with Bonprix.
Smart recovery
coeo’s cAI platform manages timing, channel, tone, and frequency per case. Contact is avoided during Christmas, weekends, and early mornings. Fees are kept low. The approach is calibrated to treat each customer as exactly that, a customer with a temporary problem, not a write-off.
Technical stability
Throughout the partnership, including a major SAP migration in 2025 and 2026, coeo maintained near-zero technical incidents. When Bonprix’s IT team made mid-project changes, coeo adapted without disruption, delivering continuity when it was most needed.
Proactive partnership
Beyond execution, coeo actively shared market intelligence, including guidance on the implications of the CCD2 directive. Not legal advice, but informed perspective from a partner embedded in the Dutch market. For a team managing the Netherlands from France, that grounding made a practical difference.
What we built jointly.
Together with Bonprix, coeo built a collections process that runs seamlessly as part of the broader customer journey. Payment processing was integrated via Bonprix’s system and connected to coeo’s collections platform. From the customer’s perspective, the transition is invisible.
Through coeo’s cAI platform, contact moments, tone, and timing are calibrated per case in real time. The result is a process that continuously improves, driven by data, refined by experience, and grounded in a shared set of values about how customers should be treated.
The SAP migration marked a new chapter: starting from scratch technically, while building on over a decade of mutual trust. coeo was ready on time, adapted to changes mid-project, and delivered a stable handover. Yann Cuegnet, Head of Financial Processes at Bonprix, describes it as a joint achievement.
Yann Cuegnet, Head of Financial Processes, Bonprix
Results.
12–20%
Higher recovery efficiency compared to previous benchmarks, consistently over multiple years
10+
Years of uninterrupted partnership, through rebranding, leadership changes, and a full SAP migration
0
Complaints received about the collections process across the full duration of the partnership
→
Former customers returned to Bonprix as purchasing customers after moving through the collections process
The performance gap was consistent enough that expanding the partnership became the logical next step, year after year. Today, coeo is the sole collections partner for Bonprix in the Netherlands.
The numbers matter. But so does what they represent: a process that recovered income for Bonprix while keeping the door open for customers to return.
Yann Cuegnet, Head of Financial Processes, Bonprix
What Partnership Truly Means to Us.
For Bonprix, a collections process is part of the customer journey, not a departure from it. coeo’s customer-first philosophy, combined with consistent performance and a genuine understanding of what the brand stands for, made the partnership a natural fit from the start.
Over more than ten years, through rebranding, leadership transitions, and a full SAP migration, the relationship stayed intact. Within the Otto Group, Bonprix now actively recommends coeo to colleagues in other countries, not as a formal referral, but as a genuine response when the question comes up: if you need a partner who combines recovery performance with a customer-first approach, this is who we work with.
When asked to name three words that describe coeo, Yann’s answer is immediate: smart, reliable, innovative.
Yann Cuegnet, Head of Financial Processes, Bonprix
