Project Snapshot
Industry: FMCG-Produkte & eCommerce
Headquarters: Benelux
Branches: Online-Shop
Markets: Benelux
Collaboration with coeo: since 2021. Collaboration in the areas of payment processing and debt collection
Plein.nl is one of the leading e-tailers of FMCG products in the Benelux region and has evolved from an online drugstore into a provider of household and pantry items. Thanks to continuous innovation, a broad assortment, sustainable delivery initiatives and a strong customer focus, Plein.nl has established itself as one of the leading FMCG e-commerce players in the Benelux. Recent industry presentations report an annual turnover of approximately €150 million and an assortment of more than 35,000 products.
Task & Challenge
Plein.nl has evolved from an online drugstore into a provider of household and pantry products. As Plein.nl expanded its assortment and customer base, the demands on payment processes, customer service and the overall customer journey increased accordingly.
As the product range expanded and the company placed a strong focus on customer-centricity, the demands on payment processes, customer service, and the customer journey also increased.
Additionally, the payment process needed to run smoothly and maintain customer trust over the long term.
Our Approach.
For Plein.nl, the customer journey is central.
In collaboration with Buckaroo as the payment service provider, outstanding receivables are automatically transferred to coeo after multiple reminders.
In doing so, Plein.nl relies on reliable partners, customer-friendly communication, and close collaboration between marketing, sales, and external partners.
What we built jointly.
Together, we established a payment and collections process in which outstanding receivables are processed automatically.
In addition, the Customer Data Platform ensures that customer data can be utilized more quickly, easily, and effectively to make the customer journey as relevant as possible.
The customer service team also plays a central role, providing customers with fast and appropriate support especially during peak periods like Black Friday.
Results.
Plein.nl continues to scale its operations through automation, data-driven decision-making and customer-centric processes. Together with coeo, payment and collections processes are handled efficiently and in a customer-friendly manner, helping to support both operational performance and customer satisfaction.
What Partnership Truly Means to Us.
For Plein.nl, the customer journey doesn’t end with the purchase. Payment processes and debt collection are also part of the customer experience.
The partnership with coeo is therefore based on reliability, customer-friendly communication, and a shared commitment to providing the best possible support to customers.
In this context, the professional approach and friendly communication help maintain trust and customer satisfaction in the long term.
Robin de Groot, CFO bei Plein.nl
