Swapphone
At Swapphone, everything revolves around simplicity, reliability, and sustainability.The company offers customers the option to rent premium smartphones for a fixed monthly fee. With a "Product as a Service" model, Swapphone retains ownership of all devices, allowing them to manage the entire lifecycle. This enables them to reduce environmental impact and guarantee customers always have a functioning device.
Behind this experience lies an ecosystem of partners, including Twikey, LegalSteps, and Aangetekend, each making an essential contribution.
Swapphone's challenge: customer focus in a complex world
Swapphone’s mission is clear: customers can rely on a premium smartphone, including repair, maintenance, and replacement if necessary. Is there an issue with a device? Swapphone delivers a replacement within 24 hours. But it doesn’t stop there: customers can easily upgrade, downgrade, or swap again whenever they want. This model not only extends the lifespan of smartphones but also significantly reduces e-waste.
But how do you make this feasible in a world where payment and legal processes can be complex and time-consuming? The answer lies in collaboration. Together with Twikey, LegalSteps, and Aangetekend, Swapphone has created an ecosystem that combines customer-friendliness with efficiency and scalability.
A simple onboarding process
Swapphone ensures a fast and secure customer onboarding process. During this process, Twikey performs advanced checks to handle sensitive payments seamlessly. The unique fraud engine ensures payments are not only secure but also efficient, which is critical for a smooth and reliable journey:
✅ Identity verification: The customer’s identity is verified through iDIN. This method, where banks verify identity, ensures that correct details such as name, address, date of birth, and contact information are immediately available.
✅ Legally binding contracts: This information is incorporated into the contract, which is digitally signed. This not only saves time but also minimizes the chance of errors.
✅ Direct Debit eMandate Signing: Twikey facilitates SEPA mandate registration and using smart technology to verify that the IBAN truly belongs to the customer.
Fully automated payments: from start to finish
The payment process at Swapphone is a prime example of automation. Thanks to an API connection with banks such as ABN AMRO and ING, Swapphone no longer needs to perform manual actions:
✅ Automated direct debit process: Monthly payments are automated, eliminating the need for Swapphone to manually upload batches.
✅ Failure Management: If a payment fails, Twikey interprets bank error codes and initiates the appropriate follow-up immediately. This eliminates the need for a dedicated accounts receivable team!
Customer-focused follow-up for payment issues
In the event of payment delays, Swapphone adopts a customer-focused approach. This process starts with an automated reminder email, including a payment link, so customers can easily settle their outstanding amounts.
As an extra step, Swapphone uses digitally registered letters, enabled by Twikey’s integration with Aangetekend. This ensures notifications are not only legally valid but also gives customers a final chance to pay easily before further legal action is considered. This collaboration enables Swapphone to maintain transparency and a careful approach toward customers.
Towards legal follow-up with LegalSteps
In rare cases where customers do not pay, Swapphone seamlessly switches to LegalSteps via Twikey. This integration ensures that legal proceedings are handled professionally and efficiently. LegalSteps takes over the process and settles everything digitally, from the first legal notice to a potential court procedure. Moreover, LegalSteps advises Swapphone on legal matters, such as contract terms and dispute management.
An integrated ecosystem: Twikey, Aangetekend, and LegalSteps
The success of Swapphone’s operational process lies in the collaboration with these three partners. Each component – from customer onboarding to payment follow-up and legal handling – is interconnected in a scalable and reliable system. This allows Swapphone to focus on their core activities, while customers benefit from a hassle-free experience.
Impact: sustainability and customer satisfaction
Thanks to this ecosystem, Swapphone can fulfill its mission: keeping smartphones in use longer and reducing e-waste, while ensuring customers always have a functioning device at their disposal. It demonstrates how technology and collaboration can go hand in hand to simplify and streamline complex processes effectively.
