DELA transforms invoicing process with POM

Previously entirely paper-based

‍Caroline Lafon explains that DELA’s invoicing process was previously fully paper-based, using standard texts and outdated paper transfer forms. This made processing partial payments, duplicates, and adjusted invoices a manual, time-consuming, and error-prone task.
“The transition to digitization, personalization, and modern payment methods within our own system was complex and seemed hard to achieve,” says Caroline. This prompted DELA to look for a solution to modernize the invoicing process while also improving customer satisfaction.

POM removes the technical complexity

‍The choice fell on POM, and according to Caroline, the collaboration went smoothly from the start. “POM took over the technical complexity, allowing us to focus on our customers,” she explains. Thanks to POM, DELA can now send invoices digitally, directly to the customer’s inbox or the Payconiq by Bancontact app. With just one click, customers can pay quickly and easily, resulting in faster payments and an improved customer experience.
For customers who prefer paper invoices, DELA still offers a high level of service. “They still receive their invoices by post, but now with an improved design and a convenient QR code for payments,” says Caroline. “After paying, they can even indicate whether they would prefer to receive invoices by email in the future.”

POM’s platform also provides major internal benefits. “We can easily see what communication a customer has received and send a duplicate or modified invoice with just a few clicks,” says Caroline. In addition, updates to customer information, such as incorrect email addresses, become visible quickly, ensuring the customer database remains up-to-date. All of this has significantly simplified the work of DELA's internal staff.

Smooth collaboration and customer-oriented solutions

‍Caroline is very pleased with how POM thinks along with DELA. “Our project manager proactively came up with improvements for both DELA and our customers,” she says. “For example, they explored new options that hadn’t been requested before, such as customizing the invoice photography based on the recipient’s age.” This was a new request from DELA, which POM successfully implemented.

The implementation process also ran smoothly. “The implementation time to go-live was short, and we could always count on their team’s availability,” Caroline explains. The high level of service has continued post-launch. “Even now, in day-to-day operations, questions are answered quickly and efficiently by the Service Desk.”

Thanks to short communication lines with POM’s management, DELA can also easily discuss new possibilities. “We can consult directly with the Commercial Director when we want to explore new ideas,” says Caroline.

The results: faster payments and satisfied customers

‍DELA has been working with POM for about six months now, and the results speak for themselves. “So far, we’ve been able to deliver nearly 50% of our invoices digitally,” says Caroline. This has not only resulted in savings on postage costs, but also a shorter processing time and higher customer satisfaction. Payments are received faster, with clear peaks right after invoice delivery and just before the due date.

Not only customers, but DELA employees are also pleased. “Our staff can work more efficiently and better respond to customer needs,” says Caroline. This leads to fewer misunderstandings and shorter conversations with customers, which increases overall efficiency.

Looking ahead

‍Although DELA has already achieved impressive results, the journey is not yet complete. “We haven’t integrated all our invoices into the POM platform yet, but we’re looking forward to the next steps in this process,” says Caroline.

Thanks to POM, DELA has been able to transform its invoicing process into a modern, digital system that delivers simplicity and ease of use for both customers and staff.

About DELA

‍DELA provides financial, practical, and emotional support surrounding farewell and loss. Their mission is to bring peace of mind to their customers and their loved ones, now and in the future.