Buy Way’s journey towards a more digitised, responsive, and efficient customer service operation has not been without its challenges. But thanks to its collaboration with UPEO, the Belgian financial services provider, not only has it optimised its use of Salesforce Service Cloud but it’s also found a strategic partner that helps it push its digital ambitions further every day.
Making finance simple, accessible and seamless
Buy Way is a consumer finance company operating in Belgium and Luxembourg. The company partners with retail businesses to provide point-of-sale financing solutions to their customers. Whether it’s offering instalment plans or managing revolving credit, Buy Way focuses on making finance simple, accessible, and seamless for end customers and merchants alike.
Digital transformation is at the heart of Buy Way’s mission to offer fast and frictionless services. Over the years, the company has successfully digitised several core customer-facing processes—credit approval being a prime example—allowing of real-time decisions and a fully digital experience for consumers. “We aim to have one single tool to manage every aspect of our customer relationships,” says Charlotte Cuvelier, Customer Satisfaction Manager at Buy Way. “Salesforce is that cornerstone.”
Salesforce Service Cloud strengthens customer service operation
Since its adoption in 2021, the Salesforce platform has become integral to Buy Way’s daily operations, supporting its mission for simple and seamless services. It underpins the entire aftersales experience, enabling customer service teams to handle all interactions—calls and emails—efficiently from a single interface, and providing them a 360 view on the customer. On the management side, Salesforce is the foundation for all reporting and performance monitoring, giving Buy Way clear visibility into customer service metrics and trends.
Buy Way chose Salesforce’s Service Cloud to strengthen its customer service operation. However, the initial implementation did not deliver on expectations. “The set-up was far too technical, difficult to maintain, and wasn’t tailored to the way we work,” recalls Cédric Spinoye, Service Strategy Manager at Buy Way. Rather than empowering the teams, the system was creating bottlenecks and inefficiencies.
Bringing in UPEO: services go beyond execution
Faced with these issues, Buy Way decided to look for a new partner. After initial conversations, they began working with UPEO under a support contract, which quickly expanded to include project delivery. The goal: to fix the structural issues in the Service Cloud set-up and optimise the platform to truly support the customer service strategy. “We needed a partner who understands our business challenges, not just the technical ones,” says Timothée Pourbaix, CIO and Chief Transformation Officer at Buy Way. “UPEO helps us bridge that gap between business needs and Salesforce solutions. We discovered that UPEO lives and breathes the Salesforce philosophy and knows the products through and through. ” That’s how UPEO helped Buy Way implement Salesforce features and customisations that had not been used by the team yet, bringing Buy Way’s digitisation to a higher level.
UPEO took on the lion’s share of the hands-on work, but their contribution goes beyond execution. “They listen closely, understand our needs and offer practical advice,” said Cuvelier. The relationship is not one-directional; UPEO actively challenges Buy Way’s assumptions and proposes smarter ways of working. This collaborative dynamic helps ensure that solutions are both technically sound and aligned with business goals and the overall Salesforce architecture.
In addition to support and project services, UPEO also plays a coaching role. Their team works closely with Buy Way’s internal teams to build in-house skills and transfer knowledge to the internal Salesforce Admin. “They are very pedagogical in their approach,” Cuvelier adds.
While UPEO carries out most of the technical development, Buy Way remains closely involved. The internal teams shape the requirements and work alongside UPEO to test and refine new features. This approach ensures that solutions are relevant and well-adopted, while also building internal competence over time.
From vendor to strategic partner
The relationship has evolved from a transactional support contract into a strategic partnership. “We even ask UPEO to audit how we’re using the platform,” said Cuvelier, highlighting the level of trust and transparency between the two teams.
The depth of this collaboration is best summed up by Spinoye: “If all service providers were at the same level as UPEO, our company would be in even better shape than it already is.” This sentiment reflects not just satisfaction with UPEO’s technical capabilities, but also appreciation for their professionalism, responsiveness and strategic insight.
For Buy Way, the reasons to recommend UPEO are clear: a high level of professionalism, attentiveness to client needs, the ability to give pragmatic and valuable advice, a willingness to challenge ideas constructively and a strong focus on knowledge transfer.
In an era where digitisation can make or break customer satisfaction, Buy Way has found in UPEO not just a capable service provider, but also a trusted ally for the long term.