Sanoma focuses on its magazines. Intrum Justitia takes care of its credit management
Intrum Justitia has two assignments for the Dutch publisher Sanoma Uitgevers. One is to manage its corporate customers, the other its consumers. The multi-service solution Intrum Justitia designed includes collection services as well as advice and expanded credit management services. As a result, Sanoma doesn't have to worry about credit management and can instead focus on its core business.Sanoma is the leading publisher of consumer magazines in the Netherlands, with around popular magazines and 125 websites. The company employs 1,100 people at its headquarters in Hoofdorp as well as 750 through a number of subsidiaries. Sanoma Uitgevers is part of Sanoma Magazines, which annually releases more than 300 titles in 13 countries. Sanoma publishes 80 magazines and sends out five million invoices to subscribers each year. Invoices are managed through an automated service that, after the third reminder, forwards the claim to Intrum Justitia for collection. "We decided to hire Intrum Justitia's specialists for collections, since we don't want to and can't do it as efficiently ourselves," says Harry de Nijs, Payments Project Manager at Sanoma Uitgevers. "The full-service solution Intrum Justitia offers for credit management and consumer collection helps us turn receivables that have been hard to collect into cash." Sanoma also relies on Intrum Justitia for credit evaluations of its customers, which, according to Harry de Nijs, works well. In this way, Sanoma can prevent future collections and ensure a better credit management flow.
Sensitive assignment
The assignment with corporate customers and other advertisers in Sanoma's publications is more complex, personal and sensitive, and involves considerably larger sums. It entails collecting debts at the same time that Intrum Justitia must not drive away these customers. "These consultants not only need the right skills to do their jobs. They also have to know how to keep our customers satisfied," stresses Harry de Nijs. "We always feel secure in knowing that Intrum Justitia's consultants treat our customers in a friendly, respectful manner." The offering for Sanoma's corporate customers includes consulting and advisory services as well as CMS. Two consultants from Intrum Justitia work on site with Sanoma and maintain continuous contact with customers. The solution is customized for Sanoma and requires a high level of specialized expertise.
Focus on core business
One of the reasons why Sanoma decided to outsource to Intrum Justitia was that its own finance department isn't big enough. It would be far too time-consuming for the company to manage the entire process itself. It is also very difficult to recruit the right people for this type of specialized service. During extremely busy periods, Intrum Justitia can immediately free up additional resources in a way that would be impossible for Sanoma to do itself. "Our cooperation with Intrum Justitia works very well, and they truly offer the best and most effective support for the way we work. Their consultants know the right way to motivate our debtors to pay," adds Harry de Nijs. Although Sanoma is pleased with the service it provides, Intrum Justitia is always trying to improve and rationalize its credit management processes. Discussions are regularly held on how practical solutions can be developed to handle any bottlenecks. The cooperation is also based on detailed agreements with specific targets. This is done by formulating measurable goals that are evaluated monthly. As a result, processes can be adjusted quickly when needed. Harry de Nijs would recommend to anyone considering an outside CMS consultant to do the same thing. "Like any company, we mainly want to concentrate on our core business," he says. "And we can do so because Intrum Justitia provides the right expertise to rationalize our processes. Our collaboration has developed over time into a successful partnership that is producing good results."
Sanoma is the leading publisher of consumer magazines in the Netherlands, with around popular magazines and 125 websites. The company employs 1,100 people at its headquarters in Hoofdorp as well as 750 through a number of subsidiaries. Sanoma Uitgevers is part of Sanoma Magazines, which annually releases more than 300 titles in 13 countries.
