With Anett Bennicke, Head of Customer Success at efacto
How are regulation, digitalisation, and emerging technologies like AI influencing our work with electronic invoicing? What trends are shaping our industry? And how do we navigate them in practice?
These are some of the questions we’ve asked five different employees at efacto. In the coming weeks, we’ll share their insights and perspectives, each based on their specific professional role. We hope you’ll follow along.
The e-invoicing industry is constantly evolving. And efacto is evolving with it.
In this interview, our Head of Customer Success, Anett Bennicke, shares her perspective on a rapidly changing industry.
We see a clear movement towards greater automation and efficiency. With that comes a strong focus on AI and robotics in day-to-day operations. What’s interesting is that many of our customers are already using AI-driven technology through solutions like InvoiceFirewall without necessarily realizing it.
When we talk to customers about AI, we often encounter the belief that the technology is still years away. In reality, it’s already part of their everyday workflows. Our task is to make those possibilities visible and show how they can be leveraged even more effectively.
We see ourselves as translators, bridging the gap between human needs and technology. By that, I mean we do our utmost to meet our customers where they are, not where we think they should be.
How do we do that? By simplifying language, using concrete examples, and taking the time to explain. Not just how something works, but why it matters to that specific customer. Our entire team is trained to listen and ask the right questions so that we don’t just inform, but actually teach.
Our goal with this approach is to make customers feel confident and take ownership of the solutions, even when the underlying technology is complex.
We see ourselves as the customer’s ambassadors within the organization, and we take that responsibility very seriously. We have structured routines for sharing feedback from customer meetings directly with our product and development teams.
Customers can also submit requests through our idea bank, whether it’s for new features or suggestions for collaboration. Internally, we actively participate in roadmap discussions, product meetings, and workshops, where we can present critical customer insights that should shape the future.
In this way, we act as the link between our customers and our technological development, creating value for both sides.
Automation is on everyone’s radar. But many customers approach it cautiously, with a strong awareness of risk. Their questions often focus on how to optimize existing processes and avoid unnecessary costs, rather than investing heavily in brand-new solutions.
This reflects the uncertainty in the market, which is influenced by economic fluctuations and general unpredictability. Payment terms, for instance, have become a hot topic. Fortunately, we offer several flexible solutions that help our customers manage liquidity and risk more effectively.
I often say this during our customer status meetings: InvoiceFirewall is not a standard solution. It can be adapted to a customer’s exact needs. The solution is highly flexible, no matter what invoicing challenges you may be facing.
You could say that InvoiceFirewall is your ERP system’s best friend. All the invoice-related process optimizations you wish your ERP could handle, but doesn’t, can be delivered by InvoiceFirewall. This means approval workflows aren’t limited by ERP functionality but are instead driven by your real needs and preferred ways of working.
We can tailor workflows, automate manual tasks, and adjust the solution quickly. But that requires openness from the customer about their challenges. Luckily, most of our customers are just that, and together, we find the right solution. That openness makes a huge difference in how much value they ultimately get from the solution.