SBS Collection Management is a banking solution that enables financial institutions to manage debt collection processes in compliance with regulatory requirements, supporting customers facing payment difficulties. It aims to adapt and automate collection journeys for each situation, while anticipating future issues through early risk identification and by helping customers better manage their budgets.
At the heart of this solution is Valentin Bataille, Product Expert. He joined SBS in September 2015 as a developer and gradually moved into customer support before shifting towards client projects, particularly in Africa. Today, he looks back on his role and key milestones in his journey.
What does your role as a Product Expert involve?
A Product Expert is essentially someone who knows the application inside out. My role is to put that expertise at the service of the client to ensure the success of their project. Concretely, I bridge the gap between their needs and what the application can actually deliver, making sure everything envisioned is feasible.
It all starts with a listening phase: I take the time to fully understand how the client operates on a daily basis: their organization, constraints, and objectives. From there, my role is to translate these needs into concrete solutions, drawing on both my knowledge of banking processes and the application’s capabilities. The goal isn’t to apply a one-size-fits-all model, but to find the best way to use the tool in each specific context. Ultimately, the objective is to turn it into a real lever to simplify and improve the client’s day-to-day operations.
Concretely, what is an integration project?
An integration project is simply about introducing a new IT tool into a bank’s daily operations. The goal is to make teams’ work smoother and more efficient, thanks to a performant application that integrates well with existing systems. For this to work, the tool must be tailored to the client’s needs, much like configuring a new car based on your preferences. After gathering their requirements, we present the different options and configure the application so it fits seamlessly into their environment.
Communication is key throughout the project. We move forward together, step by step, ensuring that the choices made are the right ones and that the digital transformation stays on track. A critical aspect is also upskilling the teams: the more autonomous they become, the more successful the project is. Beyond the project itself, the idea is to build a long-term relationship by staying attentive to the client’s evolving needs.
What is your number one priority in this type of project?
In the demanding banking industry, the priority is to deliver reliable and efficient solutions. We must provide answers that meet these expectations. Our clients want to move fast, maximize actions, and minimize the time required. Our role is to prioritize efficiency and usability in everyday operations.
Do you sometimes challenge client requests?
Yes, very regularly, it’s part of the role. Clients often come with specific ideas shaped by their experience and working habits. On our side, we bring a new tool that they need to discover and learn. The challenge is to listen and understand, while also challenging their initial request to open up new opportunities. We explain that alternative approaches may exist, and that they can be more effective. We never say “no” just for the sake of it, but because we believe there’s a better way forward. The goal remains to deliver a solution that is simple, robust, and efficient.
How do you support clients in building their skills?
Training is a key part of our role. We provide support throughout the project with sessions aligned to how clients progressively adopt the application. At the beginning, we offer introductory training on the solution and its features. During the project, we train both end users and technical teams who will be responsible for running the application on a daily basis. Beyond the project, we can also train future trainers across different areas of the application.
Can you share a project you’re particularly proud of?
One project I’m especially proud of was for Société Générale in Côte d’Ivoire. They were using a legacy in-house application to manage collections, and the goal was to replace it with SBS Collection Management. But it wasn’t just a straightforward replacement: in parallel, we had to build a technical layer to connect our solution to their information system. The project was quite complex, involving multiple teams across France, Morocco, and several African countries. After a year and a half of work, the solution went live. Today, this technical layer has been deployed in several countries. It was a collective success and represents a major milestone in our history in Africa, helping establish our recognition in the region.
Finally, do you have a memorable anecdote to share?
Yes, one from our very first project in Africa, which was also my first integration experience. A colleague and I arrived at the client site with a very clear idea of what was expected. After just a few minutes of discussion, the client made it clear that it wasn’t what they needed at all, the requirement we had in mind was simply not the right one. So, we completely rethought our approach on the spot, starting again from the client’s actual needs. The planned solution had to be adapted, and new developments became necessary. The project was essentially built on-site, almost as an adventure. This experience really highlighted how important it is to stay flexible and adapt to each situation to ensure the success of our clients’ projects.
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