Fashion: What you need to know to export your brand to Scandinavia

The fashion industry is one of the most vibrant and creative sectors in Europe. Many European fashion brands have managed to defend their position in the global market despite the Covid crisis, and the market is expected to recover in 2023. Focus on Scandinavia, which has become a fashion market and is home to some of the most renowned brands.

What is required for a successful entry into the Scandinavian market? Angelique de Rousseau, Account Manager at Webhelp Payment Services in Scandinavia, shares her expert insights on the local market – green sustainability, e-commerce, wholesale, sales agents… All you need to know to export your brand to Scandinavia.

What kind of fashion brands perform best in Scandinavia at the moment ? 

Green sustainability is the first trend that comes to mind. Scandinavian consumers are very fond of products made from recycled materials. Actually, we are proud to be working with some of the most committed brands in a sustainable and cruelty free approach.
From a fashion point of view, minimalist styles are a must, and as springtime is approaching, more colors will be appearing. We also see a lot of fleeces for an outdoor look, oversized long blazers, wide pants, experimental knitwear, and items with cut-outs.

Which distribution channels would you suggest to a brand wishing to establish itself in Scandinavia ? 

Of course e-commerce is a channel that a brand should investigate, although there is fierce competition online. Increasingly, consumers have high expectations when it comes to the quality of service from online stores, such as delivery time, freight charges (free delivery and free returns) or payment methods (buy now pay later options). For instance, the online store Boozt.com has a great understanding of customers’ needs and offers fast delivery times and free returns compared to the other online stores. They are one of the biggest accounts I currently manage when it comes to online shopping and aim to become the biggest in Scandinavia.

Then, Wholesale is a great way for a brand to break into the market. As a matter of fact, we are currently working with different brands who use this channel and perform very well!

Finally, your favourite local retailer is very popular here, as it is in line with the growing demand for ethical and responsible businesses. We had several reports from our retailers advising us they had great support from their most loyal customers through the lockdowns. Some of them even made record sales in 2021 compared to the previous years! Of course the lockdowns during the pandemic were hard on retailers, hence the importance of mutual understanding which was key to maintaining good relationships with brands. During this period it was important for suppliers to show understanding, agree to postpone due dates, accept to work on recovery payment plans when needed, and provide support until business could turn around.

This difficult time also strengthened the relationships between retailers, brands and Webhelp Payment Services as we all had a mutual understanding that we were in the same boat and needed each other to come through this situation together. At Webhelp Payment Services, we believe that having a good relationship with retailers is key to doing good business. They are always welcome to contact us for any query on their accounts. It is also a significant time saver, as we are able to address several brands in one call. Sometimes retailers call on me as they are seeking inspiration for new brands for their store, or the other way around, they suggest that we work with new brands. Thanks to our extensive knowledge of the market, we are able to advise them and put them in contact with a specific brand.

What are the preferred payment methods?

All payments we process are Sepa transfers and the most common payment term is 30 or 60 days net. However, we do also receive payment plans by standing order or advance payment before delivery. As for cheques, they are a museum artefact in Scandinavia!

Does Webhelp Payment Services work with sales agents?

Yes we do! The sales agent role is to promote the brand to the right channels, take the orders and manage any potential discrepancy with the order. They are a key player as they act as a mediator between the brands and the buyers. To name a few, we collaborate with Gruppo Vulpe, Infinite agency and Rishøj de Lorenzo, with whom we have been working for more than 15 years! What makes the success of such a lasting partnership is that we help them focus on their core business by taking care of the payment processes. Thanks to 35 years of experience, we are able to react fast in case of disputes or disagreements with the accounts. Actually, most of the issues can be solved internally, with the assistance of the agent to help understand their client’s behaviour.
I would like to add that a good relationship with the agent can evolve even further and generate business growth as we can build bridges between agents and brands. Indeed, sales agents often reach out to us and inquire about new brands we are connected to and that could be of interest for them. When a perfect match is found, it’s a win-win situation for us, the agents, and the brands!

To conclude, I believe Scandinavia is a vibrant market especially for the fashion industry and you shouldn’t hesitate to export your brand! By having a professional, open-minded approach and keeping in mind Scandinavians expectations of receiving a high standard of service, you will enjoy a successful entry into the market and in return you’ll find loyal partners in the long run.

With 35 years of experience in fashion and luxury, Webhelp Payment Services can be both a personal advisor and a facilitator, not only for department stores and e-commerce platforms, but also for retail distribution. We are currently working with 1000 ready-to-wear brands with a network of 35,000 stores in Europe and the United States.

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Automation: a key element of the KYC strategy, and a necessary complement to human

Faced with increasingly demanding regulatory requirements and inspections, regulated institutions are required to apply the appropriate KYC (“Know Your Customer”) procedures, the risk of incurring considerable penalties that would tarnish their reputation. How can you make sure you are compliant whilst also staying on top of costs, quality and processing times?

For Guillaume Bru, the Projects & Delivery Director at Webhelp KYC Services, it is important to define your strategy from the start and keep on adapting it. While some activities require human intervention, others need to be digitised and automated in order improve performance.

What kind of strategy should you consider adopting when digitising your KYC processes in order to refocus human resources on higher value-added activities? Guillaume Bru gives us 4 expert tips.

1- Digitise the customer journey

In addition to the benefits associated with brand image, providing a clear, ergonomic web interface for customers to give them the information and supporting documents they need boasts many advantages. These include optimising both the compliance rate and the user experience: automatic checks can be carried out as soon as a document is uploaded, which means the customer can upload another one immediately if any non-compliance is identified (out of scope, illegible, incomplete, inconsistent etc.). As a result, the customer will not need to be reminded to come back and start the process again.

In addition to this, it saves time for users, as they no longer have to submit hard copy versions of their supporting documents in person or by post, as these documents have already been digitised and sorted by type. What’s more, an advanced version of the customer journey can provide the opportunity to share personal data reliably, directly from official data sources (banks, service providers, energy suppliers etc.).

However, it is worth noting that it is also a good idea to continue to offer non-digital options. As a matter of fact, between 10 and 20% of customers prefer using physical channels (such as mail by post) – even though some of these end up adopting the digital process after some help from an expert advisor.

2 – Automated file analysis

Automating checks (to make sure a file is complete, the documents are genuine, the file is acceptable, the information and supporting documents are consistent) will boost productivity and reduce human error as well as the risk that the customer’s file will not be compliant, for example:

• An artificial intelligence brick will help identify fake documents
• An automatic document recognition (ADR) module will identify and accept, or reject, a driver’s licence as proof of identity, depending on the pre-defined acceptance rule
• An automatic document reader (ADR) module can be used to extract first and last names from documents proving identity and residence, and to compare them with each other.

Of course, technology has its limits and, in many cases, manual processing by KYC analysts remains essential in order to repeat or confirm automatic processing. A badly placed reflection on a copy of an identity document could cause the machine to reject the document, whereas the human eye would be able to confirm its conformity.

3 – Choose automated notifications

An initial contact and reminder plan that has been coordinated in advance not only saves a considerable amount of time, but also optimises the compliance and transformation rate. For example, if a file is not compliant, automatic notifications will be sent to the customer in a way that is appropriate to their situation. To do this, consider identifying the preferred contact channels in advance according to the type of customer (email, text message, written letter, message in the customer’s account etc.) as well as how long to wait before getting in touch again.

However, some more delicate situations require human intervention in order to support the customer. For example, a detailed telephone conversation will help resolve all sorts of different situations in which the customer is struggling to provide the required elements. At the end of the call, the advisor will also be able to send an automatically generated email with one click of a button, containing the list of missing elements and what the customer needs to do to update the file.

4 – Manage and coordinate with the help of a technological platform

Managing KYC throughout the lifecycle of a customer case can be a complicated process. Therefore, automatically coordinating actions throughout the contact, problem-solving and periodic updating processes (collection, notifications, processing, reminders, validation, archiving, etc.) is the best option. Using a technological platform that is suited to KYC activities will thus make it possible to model, roll out, manage and optimise processes (workflow, compliance, events and actions). This will also ensure traceability for the actions that have been completed, as well as the automatic production and sharing of key management indicators.

Here again, the added value of a human being comes into play when analysing and exploiting key indicators in order to improve the performance of the KYC process, both in terms of operational efficiency and quality (average processing time, collection and compliance rate according to the type of file etc.). It is thanks to this analysis that you will be able to put adequate action plans in place, once you have identified the potential obstacles and how to remove any barriers.

In conclusion, while the use of digitised and automated processes is strongly recommended if you want to improve performance and control costs, human intervention remains essential. It is also important to note that KYC operations, which are often perceived as restrictive, are in fact an opportunity to get to know customers better and to increase their level of satisfaction by offering them the best possible user experience. Therefore, providing a digitised, streamlined and secure process can only improve the customer journey.
It is precisely this combination of technology and human beings for high-value tasks that guarantees the success of KYC processes.

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Sanctions, Embargo, Suspicious transactions, PPE… How to ensure the success of an AML/CFT project?

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FOUR LESSONS LEARNED FROM MONEY 20/20

The front end of the financial services sector is a bit like a glitzy stage show, with beautiful apps and tech innovations taking centre stage. But pull back the curtains, and you’ll often find it’s a mess behind the scenes – AKA the operational back end.  

During COVID, we saw the financial services industry race towards digitisation. A noble aim, but in the rush, many brands ended up fast-tracking tech projects which have turned out to be more of style than substance – projects which now bring unwanted, additional challenges in terms integration and support.  

Money 20/20 – still considered the place to be for FS – highlighted that financial service providers now have a real opportunity to take stock, and again focus on implementing solutions for the long term.  

A wise move, at a time which organisers say will be akin to an ‘industrial revolution’ in financial services – with potential seismic shifts in operations and impacts.  

The financial services sector can only enable this level of change by focusing now on the infrastructure and architecture which will support transformation and optimized customer experiences in the long term.  

Our experts identified four key priorities at the show:  

1 – Acceleration of outsourcing within FS 

The hard truth is that financial service brands just don’t have the capacity to keep juggling urgent, complex, and non-negotiable functions, as well as ever-increasing regulatory requirements – many of which are manual by nature, such as investigations. Let alone deliver their own product and sales development roadmaps.

As we’ve seen in other industries like retail, many FS brands are now turning to external, flexible workforces to maximise operations via people and technology. This enables brands to maximize agility, whatever their size – from start-ups to banking institutions.  

Outsourced teams can pick up swathes of services across the front, middle and back end, including regulatory support.  

2 – New challenges in legal and compliance 

Regulation and compliance have always been a central pillar of financial services – and this has been exacerbated by the Russia-Ukraine conflict, with swathes of sanction packs targeting Russian banks and oligarchs.   

Many financial service providers are under pressure to stay on top of significant new remediation requirements involved with investigating, and providing complex documentation about the ultimate beneficiary owners (UBOs) of client organisations. This includes carrying out screening analysis of to scrutinise Russian oligarchs’ assets, as well as investments. This could well include aspects managed by regulated institutions like banks, insurance companies, hedge funds outside of the Russian territory.    

In terms of solutions, it’s impossible to automate all of the complex processing and sharing involved with these documents – skilled labour remains at the forefront.   

3 – Renewed importance of data  

While pressure is increasing, there’s no let-up in the need for robust data security. Under GDPR, the EU’s data protection authorities can impose fines of up to €20 million or 4% of worldwide turnover for the preceding financial year – whichever is higher – when they fall foul of data security requirements. They may also be forced to cease trading in certain countries if they’re found to have fallen foul of money laundering legislation.  

But as well as being a threat, data remains a largely untapped opportunity. Experts agree that data platforms will effectively become the new operating system for business. Provided it’s clean, data has the power to enhance end users’ lives through simplified and time saving experiences.   

As a BPO player that processes personal data, we became one of the only BPO firms in the world to achieve Binding Corporate Rules (BCRs) deemed ‘The Gold Standard’ for data processing.    

4 – Innovation in the payments industry

Money 20/20 confirmed the rapid expansion of fintechs within the payments industry.   

We saw examples of truly innovative companies, particularly within the ‘buy now, pay later’ category, where the customer pays a percentage upfront and then instalments, often with zero fees and interest. We see potential for mass appeal in these customer-focused solutions.
Many early-stage companies want to grow at pace – but like their large counterparts, the back office is often a mess.  

Throughout the conference we heard universally about the need to collaborate and end working in silos. We expect to see a consolidation, with big companies acquiring start-ups, and heavy investment into enabling scale ups to fulfil their potential. We also expect to see a push towards streamlining the interfaces between different customer apps and platforms.

There are real opportunities for service companies like ours to support and grow with these brands; albeit with care as many are not yet subject to regulation. 

 

Julien Dumery – International Development Director of Webhelp Payment Services & Webhelp KYC Services 

As the International Development Director, Julien Duméry builds and runs the growth strategy for the internationalization of Webhelp Payment Services & Webhelp KYC Services. He is over 17 years’ experience working in Payment, Fraud Management, Order to Cash and regulatory operations built through his career within American Express, Visa Inc & Webhelp Group.

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Money 20/20 | Webhelp.com

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Customer service and the water industry - maintaining a positive trend

This article was originally published in the Summer 2022 issue of Institute of Water Magazine, authored by Hayley Monks, Managing Director of Utilities for Gobeyond Partners, part of the Webhelp Group. 

The UK Customer Satisfaction Index (UKCSI) is a bi-annual report into customer service, providing an in-depth, cross-sector view of UK consumer attitudes toward the service they receive from the companies who provide them with goods and services. 

The UKCSI covers the utilities sector, with the most recent publication from January 2022 including customer satisfaction insights from 17 water companies based in England and Wales. 

The macro picture is positive and customer satisfaction is improving, with the overall customer satisfaction index score increasing by 1.6 points when comparing Jan 21 with Jan 22.  Looking specifically at the utilities sector, where over half of companies included are from the water industry, we can see a similar positive improvement (+1.8 Jan 21 to Jan 22). 

The water industry should feel pleased with this score and overall trend. However, this is not the time for the sector to rest on its laurels and lose focus on customer satisfaction - the utilities sector ranks 12th of the 13 sectors included in the UKCSI.  Furthermore, the year ahead will be incredibly challenging with major societal issues around cost of living, recruiting and retaining staff and generally high customer expectations all becoming more prevalent. 

The ability to deliver excellent customer service will be increasingly difficult, but not insurmountable.  From creating a balance between the digital and the human, to supporting vulnerable customers as well as employees, the water industry can build on recent positive customer satisfaction scores by creating a sustainable customer journey to meet the challenges of 2022 and beyond. 

Here’s our four recommended areas of focus that will help ensure water companies stay on track to meet these challenges: 

Be available for your customers, creating a balance between the digital and the human 

It’s a very real conundrum for customer service leaders – how do you balance the desire to adopt digital, self-service and automation technologies with the need to develop deeper, more human relationships with customers? 

The number of customers choosing digital first journeys will continue to increase and having the technology in place to support this will remain crucial.  The subsequent human impact of this choice is a need for customer service advisors to manage more complex and sensitive conversations. 

As the servicing of more transactional demands (pay a bill, change direct debit, update address, for example) shifts online, the enquiries faced by customer service advisors inevitably become more challenging in nature.  Advisors previously deployed on transactional queries will need the confidence to manage escalations, complaints and other complex queries.  A different skillset is required - involving great listening, patience, questioning skills and an ability to recognise customer vulnerability, alongside the ability to offer knowledgeable sign-posting that can help get customers the right information at the right time. 

Enabling the human capability to manage this shift will require focus on both existing training approaches and recruitment strategies, if executed properly then a satisfactory customer experience can be assured. 

Make best use of your data and technology to support your customers  

The volume of data and analytics available to support customer service teams has never been greater, from speech analytics to customer account data, customer feedback and much more, but it’s the harnessing of this data that will allow the best water companies to stand out from the competition. 

This is important for high priority customers, including those who may be vulnerable to the effects of the ongoing cost of living crisis, or those who are digitally excluded.  Finding ways to connect with people without broadband, smartphones, tablets, and other digital tools and supporting them effectively through intelligent use of contact centre data and technology is essential here. 

For example, the deployment of a speech analytics platform that can interpret conversations at scale, categorising through topics, sentiment and emotion, can prove instrumental in identifying vulnerability and alerting advisors when further support is required. 

Be flexible and ready to manage increases in customer demand 

Water companies, and the wider utilities sector in general, often have short-term, immediate demand challenges.  This can be the result of fast growth in customer numbers or a greater than planned volume of inbound queries from the expected growth in vulnerable customers, impacting the ability to maintain customer service levels.  Hiring and training new employees to meet this often transient demand is seldom cost-effective, making flexible demand solutions where outsourcers can rapidly deploy teams of highly skilled customer service advisors to help maintain high levels of customer experience worth considering. 

Support your people to deliver great customer service 

There has been a lot reported around the ‘Great Resignation’ and its impact upon headcount and increasing talent competition.  As a result, development and training programmes, alongside employee engagement initiatives and workplace flexibility have never been more important tools when it comes to attracting and retaining the right people who can deliver great customer service. 

Development and training shows an investment in your people, with the re-skilling and up-skilling of front-line advisors, particularly in the development of personal skills such as problem solving and diagnosis, will help your team prepare for the increasingly complex nature of customer service. 

We’re also seeing an increase in gamification for learning as a means of developing advisor competency and supporting knowledge retention. This approach helps develop those increasingly important skills such as problem-solving, critical thinking, social awareness, cooperation, and collaboration.  Often motivational in nature, gamification can have a positive impact on attrition. 

In our own business, we have accelerated our thinking in the working model space, from home working, to office based and a mix of hybrid models.  This has led to the development of our Webhelp Anywhere methodology, a structured way of supporting clients with new ways of working, providing them with the flexibility to hire customer service advisors from anywhere and to develop their own work-from-home strategy  

Water companies are getting many things right from a customer service perspective, the improving UKCSI score is a clear indicator of this.  However, major societal issues around cost of living, staffing and customer expectations are taking hold and will put a huge strain on the capability to deliver excellent customer service.  In addressing the four areas above, we’re confident that the sector can keep customer satisfaction levels on a continuing positive trend. 

 


webhelp-metaverse-oneshot-issue-8

OneShot #8 The Metaverse

Do you believe in the Metaverse? Do you buy the hype?

At Webhelp, we’re pragmatists: whether or not the metaverse becomes mainstream, it’s already driving business model and product transformation at warp speed.

To put it simply, today, the Metaverse is a vast collection of platforms, social networks, video games, and virtual worlds where citizen-consumers can interact in the form of avatars.

It’s bringing together millions of internet users, its rate of growth is mind-boggling, and the tech giants are investing billions of dollars in it. Something is happening. As you will see in our lateste OneShot edition, e-commerce is shifting towards meta-com-merce. And as it shifts, it’s enriching the omnichannel customer relationship with an additional dimension, one in which brands will have to listen to and support their customers in a brand new way.

Another major change: Web 3.0 and decentralized autonomous organizations (aka DAOs) are introducing new customer-oriented organizational scenarios which give customers new powers.

At Webhelp, we’re embracing these game-changers and constantly evolving our Webhelp Anywhere organization so we remain agile, flexible, decentralized, and secure, and ready to provide you with omnichannel support, whichever markets you’re in. And even if you’re not (yet) in the Metaverse!

webhelp-oneshot-metaverse-issue-08

Download your OneShot copy

Contents:

A word – DAO
A figure – 650M€, the GDP of Second Life
Three opinions – Metaverse and Web3: new frontiers
of the customer experience
News – Metaverse, the new omnichannel relationship?
A demo – Adidas bets on NFT
A case – How Webhelp supported the strong
growth of a leading meal delivery company…
A hashtag – #ShadowIT
An offer – Webhelp Anywhere
A meeting – WMG Land
A conversation – How will brands live (and survive) in the Metaverse?
A story – The blue angel’s soul blues
A perspective – Towards a beautiful Eldorado, all in 3D?

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Webhelp honoured at the 2022 UK National Contact Centre Awards

Webhelp's training and development programmes have been recognized at this year’s UK National Contact Centre Awards. Webhelp was awarded bronze for their in-depth understanding of learning management approaches and the impact they have on improving current learning.

Celebrating their 27th year in 2022, the UK National Contact Centre Awards are the longest running and amongst the most highly respected awards programme to recognize contact centre talent in the UK. Winners were announced last night at a fabulous Awards Event at the Old Billingsgate in Central London, which saw the Webhelp team presented with the Learning and Development Team of the Year award for their performance aligned learning.

Through a people-first approach to make colleagues feel valued, Webhelp's UK Region Operational Learning function operates across 20 sites and supports 16,000 game changers. Advocating that training should never be seen as a one-off but rather as an on-going cycle, the team designs and delivers learning content around knowledge, skills and attitudes whilst delivering operational excellence to a substantial client portfolio.

 

Through a range of learning styles; from self-directed, individual, group, facilitated and virtual, the business has created digital curriculums to drive a CX development journey, with David Turner, Webhelp UK Region CEO saying of the win:

"We are delighted our Learning and Development team have received this level of industry recognition. They really do bring to life the development and career opportunities available in Webhelp and are a leading influence in our people’s journey. Through our centres of excellence and training community we aim to share methods, learn from each other and promote best practice.

"Over the past few years our teams have shown commitment, innovation, flexibility and resilience in what was a constantly evolving environment. Delivering a high standard of service, they never lost sight of the importance of the human touch. My thanks and congratulations goes out to them and to the Call Centre Management Association and UK National Contact Centre Awards for acknowledging their efforts."

The UK National Contact Centre Awards are organized by the Call Centre Management Association (CCMA) who are the longest established association representing the contact centre industry in the UK. Last night’s win follows Webhelp picking up the Gold Award for Excellence in Skills, Learning and Development at this year’s CCA Excellence Awards, and Bronze for Onboarding Programme of the Year Award at the 2022 Learning and Performance Institute Awards.

 


Five fast-track ways car manufacturers must improve CX now to secure long-term advantage through differentiation

A ‘perfect storm’ of global challenges has sent the automotive industry into turmoil – with manufacturers racing to respond to a watershed era that could define winners and losers over the next 15 years. Customer experience is a key transformation battleground.

Webhelp and Capgemini explore concrete actions all car manufacturers can and should focus on immediately for maximum strategic benefit, regardless of their individual strategies for the future.


Webhelp wins top accolade at the 2022 Global Sourcing Association UK Awards

Webhelp has been recognized for their pioneering approach in Impact Sourcing at this year’s Global Sourcing Association (GSA) UK Awards. The leading customer experience and business solutions provider, who took home the top award for Social Programme of the Year, was also shortlisted for Telecommunications Project of the Year and Customer Experience provider of the year.

Now in their 19th year, the GSA UK Awards evaluate efforts of companies who demonstrate best practice in Strategic Sourcing. The 2022 nominees and winners celebrated at a Black Tie event held at the Park Plaza Victoria in London, which saw the Webhelp team win Social Programme of the Year for using their growth to be more inclusive.

Living up to their vision of making business more human for colleagues, candidates, partners, clients and their customers, Webhelp received the Social Programme of the Year Award for having a clear impact hiring strategy and a value chain aligned with strong ESG standards. Having recruited 10% of people through Impact Hiring in 2021, the business is determined to transform the job market by challenging the mind-set of traditional recruitment to be more consciously inclusive.

With Impact Hiring initiatives that create pipelines of candidates who are usually excluded from the labor market, David Turner, Webhelp UK Region CEO said of the win:

"I’m delighted that the collective efforts of our game-changers and all of the local NGOs and organizations who support our impact hiring model have been recognized by the GSA. Our goal is to provide career and not just job opportunities at Webhelp. Through making an extra effort and doing more for those facing barriers to starting or staying in employment, we’ve been able to not only create pathways, but develop a process around our approach and in doing so demonstrate the value of impact hiring. This award is true recognition of our hard work and I’d like to thank the GSA for acknowledging our commitment to doing more in this space."

The Award, which builds on Webhelp’s position as a ‘company to watch’ in the IAOP Impact Sourcing Champions Index, marks the 35th anniversary for the Global Sourcing Association who are the industry association and professional body for the global sourcing industry. Home of the Global Sourcing Standard, the GSA serves to share best practice, trends and connections, bringing the global community together.

 


B2B: the payment solutions to watch in 2022: Open Banking, Pay By Link, Request To Pay and BNPL

2022 will see the emergence – or consolidation – of new B2B payment methods. The latest update from Meriem Ouenniche, Client Solution Manager at Webhelp Payment Services.

According to legislation that came into force on 1st February 2022.

Before explaining the respective advantages of Open Banking transfers, Pay By Link, Request To Pay and BNPL, let’s recall the main points of the legislation which came into force on 1st February 2022:

  • the payment period for invoices in business-to-business transactions must begin on the invoice date;
  • in addition, the legal payment period for invoices, fixed at 30 days, may be extended by agreement to 60 calendar days.

Open Banking transfers: quick irrevocable and secure B2B payments

Open Banking transfers are transfer orders initiated by a payer in favour of a recipient, whose information and IBAN are already filled in. The recipient may also offer this payment method via Open Banking, in particular as part of debt collection processes. 80% of companies would like to use it for B2B e-commerce. This payment method, incorporated into the company’s systems via an API, has four advantages:

1 – Open Banking transfers are simple, secure and irrevocable

Open Banking transfers are similar to traditional transfers in terms of amount and execution time, as well as security and guarantees. These transfers make collecting and reconciling payments easier. Once the transfer is received, the transaction is irrevocable. That means there are no expiration dates.

2 – Open Banking transfers fit in well with the customer journey

This payment method is easy to incorporate into your existing systems. Open Banking transfers can even use your logo and brand identity, providing a seamless customer experience. Transactions are easier and more reliable, as the amount, beneficiary and IBAN fields are already filled in.

3 – Open Banking transfers is competitively priced

Businesses have a lot to gain by using Open Banking transfers, which are highly cost-effective compared to other B2B payment solutions, such as traditional wire transfers.

4 – Open Banking transfers make large-scale transaction processing easier

Open Banking transfers make it easier to handle large numbers of payments, as customers do not need to enter the transfer information themselves. They also make it easy to see which transactions have been made.

Pay By Link: an excellent customer experience and an extensive ecosystem of payment solutions

It is quick and easy to send a Pay By Link payment link to a B2B customer by email, an instant messaging application or any other channel (mobile payment, SMS, QR Code, etc.).
Payments can also be received using virtual IBANs, which are created by the beneficiary and are instantly identifiable.
This payment solution combines three main advantages:

1 – Pay By Link is the equivalent of an instant payment button

After clicking on a Pay By Link, the payer is directed to their preferred payment method (bank account, bank card, PayPal, electronic wallet or eWallet, etc.). Payment is made after the payer’s confirmation is given. The customer experience is reassuring and seamless and tge conversion rates are optimal.

2 – Incorporating Pay By Link into CRM systems and other software is quick and easy

Payment links can be created as soon as an invoice is issued, either from the CRM, the invoicing software or the platform itself.

3 – Suitable for large transfers, Pay By Link is easily integrated with control and consolidation procedures

Although well-suited to the B2C sector, Pay By Link also has its place in B2B: it allows for large transfers and facilitates control and consolidation procedures (even those that are complex or regular).

Traceable and secure, Pay By Link solutions offer companies reassurance. Actual costs and processing times depend on the means of payment chosen by the payer. All control and dunning operations can be automated using partner solutions.

Request To Pay (RTP) can complement your payment solution

Having come into force on 15 June 2021 at the initiative of the European Payments Council, Request To Pay (RTP, or SEPA RTP) is not a payment solution on its own. It is more of a messaging functionality, in the sense that it materialises the payment initiation request, and thus completes the payment process. Details about the banks involved and the associated fees should be provided this year (2022).
The RTP service is based on the ISO 20022 standard; it is a secure and automated ‘end-to-end’ XML messaging process, with four main advantages:

1 – Request To Pay provides a good customer experience

An RTP can be sent by email or SMS, which allows for personalisation and minimal friction.

2 – The RTP provides clear information to the payer

The request informs the customer of the main elements of the transaction (the amount due, validity and execution dates, processing times, proposed means of payment, etc.). These messages may include the relevant invoices as an attachment or a payment reference.

3 – Request To Pay facilitates reconciliation processes

Fully digitised, RTP message flows allow for full automation of invoice-payment reconciliation procedures.

4 – Request To Pay is an excellent alternative to cheques and card payments

Thanks to fully digitised and automated management, RTP optimises management of the Bill-to-Cash process and offers an excellent alternative to cheques. Unlike a bank card transaction, there are no card fees or limits. SEPA transfers are irrevocable and, depending on the available choices, either ordinary or instant. As a reminder, SEPA instant transfers are limited to EUR 15,000 per transaction.

Buy Now Pay Later (BNPL), a fast payment method

Buy Now Pay Later (BNPL) looks set for a bright future in B2B transactions. It can be seen as an alternative to credit cards, for example. BNPL allows for fast payments and instant acceptance of the application.

For more information

B2B – Buy Now Pay Later, a new payment standard: 4 ways to stand out.

BNPL can be adapted to B2B – but with some precautions!

In conclusion, although they are newcomers to the B2B world, there are good reasons why each of these four payment methods – Open Banking, Pay By Link, Request To Pay and BNPL – are going to be a big part of the European markets in 2022, thanks to the functionalities and fluidity they bring to the customer-supplier relationship.

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Webhelp Grupo services

Webhelp expands LATAM capability with acquisition of leading Brazilian Digital Customer Experience Provider, Grupo Services

Deal adds 9,000 people and outsourcing, digital transformation and AI capabilities in customer care, collections and sales  

Paris, France – 13, June 2022Webhelp, a leading global Customer Experience BPO player, has announced the acquisition of Grupo Services, one of Brazil’s leading providers of CX, BPO and technology solutions supporting leading US and Brazilian brands. Grupo Services clients include hyper-growth brands in areas such as fintech, banking, retail and ecommerce, and telecommunications. 

Following the acquisition, subject to the approval of the relevant regulatory authorities, Webhelp will operate in 213 sites across 58 countries, with over 110,000 employees globally.  

Recently named by Gartner as a leader in the Customer Services BPO Magic Quadrant, Webhelp is enjoying significant worldwide growth thanks to its focus on creating game-changing customer journeys for its clients and their customers.  

The acquisition is aligned with its continued focus on innovation, with Grupo Services bringing with it an impressive portfolio of digital and technology-driven services including chatbots, omnichannel orchestration, self-service technologies, and CX journey design. 

In addition, the deal reinforces the group’s geographic footprint, solidifying Webhelp’s strategic development in the Americas, and an extended ability to serve the Brazilian market, which is estimated to account for 25% of the CALA (Central and Latin America) CX BPO market.  

The group will offer existing global clients immediate access to the Brazilian market and Brazilian Portuguese language services, while local clients will have the opportunity to enter new markets supported by Webhelp’s significant global footprint.  

This acquisition underlines Webhelp’s mission to develop an innovative global presence at scale, helping it become a reference player in the Americas.  

Webhelp expands to Brazil with Grupo Services

Olivier Duha, CEO and Co-Founder of Webhelp, said: 

“We are delighted to welcome Grupo Services to the Webhelp family. Their leadership team shares our company’s game-changing mindset, with an innovative tech-enabled strategy that helps local and global brands deliver next-generation customer experiences in the Brazilian market. We are excited about being able to offer our existing clients immediate access to the significant domestic market in Brazil, while also supporting local clients with an ability to scale through our leading global footprint.”  

CEO of Grupo Services, Jansen Alencar, shared,

“We are very excited about this next chapter of growth and are honored to be chosen by Webhelp to support their entry into the Brazilian market. We feel that there’s great cultural alignment between our teams, giving us the certainty of a bright future for all our people. For our clients, this partnership allows us to take the great work we do to the next level, thanks to the global experience and expertise we can now bring to the table. Like Webhelp, we understand the importance of taking a holistic approach to CX, looking at it from a customer journey perspective.”  

Grupo Services has experienced strong growth over the past years, expanding its leading CX expertise in across sectors such as High-Tech, E-commerce, Financial Services and Telco. Headquartered in Curitiba, Brazil, its specialties include customer care, automated collections & sales, omnichannel services, fraud prevention and detection, as well as next-generation in-house technology solutions. 

The acquisition is Webhelp’s 11th in five years. Most recently, the company acquired OneLink BPO, a leading provider of digitally enabled CX, BPO and tech services in North and Latin America. This latest deal reinforces Webhelp’s leadership in CX services across the globe, positioning it to exceed $2.7 billion in revenue. 

CEO of Webhelp Americas, Eduardo Salazar, said,

“Grupo Services makes a fantastic addition to Webhelp’s digital CX capabilities and allows us to expand our geographic reach in a significant and growing market. Their team is made up of incredibly passionate people with an entrepreneurial spirit, a culture that is perfectly aligned with ours. Together we are excited to further expand our presence across the Americas and expand our tech capabilities.”    

For Webhelp, Euro Latina Finance served as financial advisor while Pinheiro Neto served as legal and tax counsel, and Alvarez & Marsal served as financial, tax, and labor due diligence counsel. Auctus Advisors served as IT Technical due diligence counsel, and Latham & Watkins as antitrust advisor. For Grupo Services, IGC Partners served as exclusive financial advisor while Barbosa Müssnich Aragão served as legal counsel. 


About Webhelp 

Webhelpdesigns, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Over 100,000 passionate employees across more than 58 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert(Euronext: GBLB), a leading global investment holding, as of November 2019. 


About Grupo Services  

Grupo Services specializes in customer experience management with an annual growth of around 30%, delivered sustainably and entirely with its own capital. With over 20 years of experience, the group is known for having created the first 100% digital contact center in Brazil, in 2016. Leveraging proprietary technology, the group has one of the most awarded AIs in the market, as well as a widely recognized culture focused on delivering unique experiences to clients, customers and employees learning, understanding, transforming and solving the needs of each. This is what puts the group at the forefront of the industry, and always close to its stakeholders.