In this Innovation Talk, Christian Salow speaks with Jonas Suijkerbuijk, Co-Founder & CEO of Billogram, about how digital invoicing and smart dunning can transform a traditionally stressful payment process into a positive customer experience. The conversation explores how understanding customer behavior, leveraging technology, and applying empathy in billing can reduce churn and strengthen loyalty.
Key topics
- Why conventional dunning letters often alienate loyal customers
- How Smart Dunning personalizes reminders based on willingness and ability to pay
- The evolution of Billogram from invoice-to-cash efficiency to customer-centric engagement
- The future of billing and dunning in an AI-driven financial landscape
- How automation and new payment standards (e.g., mobile wallets, SEPA initiatives) are reshaping finance operations
- The impact of AI on company structures and productivity at Billogram
- Why optimizing the invoice-to-cash process increases both efficiency and customer satisfaction
Quote
“Most customers actually want to pay — the key is to make it as easy and respectful as possible.”
— Jonas Suijkerbuijk, Billogram
Takeaway
Modern billing isn’t just about collecting payments. It’s about maintaining trust, reducing friction, and turning transactional moments into relationship-building opportunities.
Bild © Billogram
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