Case Study: coeo & Performance Management (Aryza Control)

Mustafa Kakar, Bailiff Manager at coeo

“We are building the next generation of fintech solutions”

 

As part of the European coeo Group, coeo Netherlands has built up a strong position in credit management. After the acquisition of Centraal Invorderings Bureau (CIB) in 2020, the Rotterdam team quickly grew to 110 employees. In 2022, not only did CIB change its name to coeo, but Aryza Control was also introduced. This platform ensures seamless data exchange with bailiffs’ offices, from file distribution to status reports.

The coeo Group has a strategic network in Europe with its own branches in eight countries: Belgium, Germany, Great Britain, the Netherlands, Austria, Sweden, Switzerland and – since early 2025 – Norway as well. With over 600 professionals, the organisation processes over 5 million files annually, emphasising its position as a leading player in the market.

Pioneering digital transformation

‘The introduction of Aryza Control came at the right time for coeo. After the acquisition in 2022, coeo continued to grow rapidly and broadened its services to large clients’, says Mustafa Kakar, Bailiff Manager at coeo . ’coeo identifies itself as a SaaS provider, a true fintech organisation. We are building the next generation of fintech solutions. In the traditional credit management landscape, we distinguish ourselves by being able to quickly link clients’ information systems to our own systems. Without the limitations of legacy software, we can innovate flexibly and implement new technology directly’, explains Mustafa.

‘Thanks in part to the implementation of API-driven data exchange, we positioned ourselves early on as a pioneer in the field of digital transformation’, says Mustafa. ’This strategic choice yields considerable operational benefits for both coeo and our clients. Our progressive approach has enabled us to build a strong market position in a short period of time. By focusing on technology, customer focus and continuous improvement, we have grown in five years from a top-20 player to market leader in the Netherlands.’

A future-proof strategy

coeo Netherlands started with a strong position in the parking industry, e-commerce and subscription services. The organisation grew substantially by responding smartly to new developments, such as the rise of mobility-as-a-service with bicycle, scooter and car-sharing subscriptions. Thanks to extensive digitisation, this growth could be accommodated without a major increase in personnel. Through continuous innovation, coeo is building a flexible digital platform that is ready for future market developments.

Human Touch in Technology

‘Artificial intelligence is playing an increasingly important role in customer contacts’, says Mustafa. ’With our own AI development team, we are working on cAI, a platform that not only yields operational gains, but above all puts the customer first. In the development of our chatbot, human touch in technology is paramount – technology should never be at the expense of the human touch.

’The first test results are promising, says Mustafa. ‘We see that the system is capable of having empathetic, customised conversations with customers. We expect to be able to introduce this conversational AI before the end of the year. Although only time will tell what the exact impact will be, we are convinced of the added value for our collection process.’

Data-driven bailiff management

As Bailiff Manager at coeo, Mustafa manages five bailiffs with the help of Aryza Control, a system he knows inside out from his previous employer. ‘I have experienced all the developments and improvements to the software. It gives us perfect insight into the work of bailiffs: from case handling and file status to cost control. This data enables us to optimise processes and better manage individual cases. We also share these insights with clients, which ensures complete transparency. It helps them make important decisions, such as whether to continue proceedings or to reach settlements. Particularly because each phase in the process has different consequences, the reports from Aryza Control are indispensable for a well-considered strategy.’

A useful tool for benchmarking

‘Aryza Control helps us to effectively compare bailiffs and make adjustments,’ Mustafa continues. ’We not only analyse the differences in performance, but also look for the underlying causes. Why does one bailiff perform better on certain cases? What stage are the cases at? What developments are we seeing? Where is extra attention needed? These are all questions that require nuanced answers. Every two weeks, I discuss the results with all the bailiffs to identify areas for improvement. The historical data from Aryza Control helps us make informed decisions for the future.’

Strategic partnerships for mutual growth

‘In our strategic partnerships, we look beyond just service provision. We actively seek partnerships that strengthen both parties and create new opportunities. This vision of collaboration goes beyond traditional business relationships – it forms the basis for joint development. This also applies to our relationship with Aryza, in which we are constantly looking for added value and new opportunities to strengthen each other.’