Debt collection built for a challenger

Project Snapshot

Industry: Telecom
Headquarters: Stockholm
Customers: Millions of subscribers worldwide
Partnership with coeo: Since 2025, Sweden

Task & Challenge

Two challengers. One shared belief: customer experience does not stop - not even during the collections process.

Three is not a traditional telecom company. They challenge an established industry with a business model built on transparency, simplicity and genuine customer focus. Expectations are high across every part of the customer journey - and collections are no exception.

For many companies, collections is about finding the right balance between business results and customer experience. How can you manage unpaid invoices effectively without putting the customer relationship at risk?

For Solomon Seyoum, Credit and Collection Manager at Three, this was a key question when the company reviewed its collections solution. Choosing a partner was not only about performance - it was about finding a provider that understands that a customer in a debt collection process is still a customer.

The ambition was clear:

Improved data insights and accessibility to enable informed, data-driven decision-making
Customers need to be able to get support when they have the opportunity to manage their case - not only during office hours.
Every customer situation is unique, requiring the right communication, through the right channel, at the right time.
The collections process needed to support, not risk, the customer relationships Three had built over time.

Our way.

Bringing customer experience and results together.

For Three, debt collection is about more than recovering outstanding payments. It is about helping customers find a solution that works for them while protecting the relationship with the brand.

This perspective became the foundation of the partnership with coeo.

A key part of the collaboration has been meeting customers on their terms. The need for support rarely occurs between 8 AM and 5 PM, and many customers want to manage their case when it suits them - whether that is late in the evening or early in the morning.

By combining digital solutions, automation and AI with access to personal advisors, customers can choose how they want to receive support. Some prefer to quickly resolve a simple case through self-service, while others need guidance in a more complex situation.

For Solomon, transparency has also been a key part of the partnership. The ability to follow performance, gain insights and work data-driven has created a stronger foundation for continuous improvement and optimisation.

“coeo is data-driven, customer-focused and solution-oriented. Every challenge we've encountered has been resolved quickly and with high quality. What stands out the most is the level of data insight.”

Solomon SeyoumCredit and Collection Manager at Three

What we built jointly.

A collections solution designed to combine customer experience, accessibility and business results:

24/7 accessibility

Customers can receive support around the clock through a combination of digital self-service, AI-driven customer support and personal advisors. The goal is to enable customers to manage their cases when it fits their everyday lives - not only during office hours.

Tailored communication

Every customer has different circumstances and preferences. Through data-driven insights and automated processes, communication can be adapted based on the customer’s situation, preferred channel and behaviour.

Transparent reporting.

An important part of the partnership has been the ability to track performance through clear reporting and continuous follow-up. For Three, transparency has created better opportunities to analyse results and optimise processes over time.

Focus on long-term customer relationships .

It is not only about collecting payments. It is also about maintaining the customer relationship.

Shared ambitions.

The partnership has been ongoing since the end of 2025, and the direction is clear.

Improved data insights and greater accessibility provide Three with a stronger foundation for informed, data-driven decision-making. The combination of automation and personal service has worked well, and Three sees a partner with both the commitment and ability to solve challenges quickly and with high quality.

“Three challenges the telecom industry. coeo challenges the collections industry. And both know that change requires courage - the courage to stand out, say something different and deliver on your promises.”