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PGGM is one of the largest pension providers in the Netherlands, managing approximately €249 billion in assets. Each year, the organisation collects nearly €10 billion in pension contributions on behalf of almost 100,000 employers and administers pensions for 5.6 million participants. This makes PGGM’s debtor management a critical process—both financially and in maintaining the trust of employers and participants who rely on accurate and timely execution.
PGGM’s debtor management under pressure from outdated systems
For many years, PGGM relied on the financial system Coda to manage debtor processes. But according to Henry Dikkema, Director of Pension Management at PGGM, the system increasingly showed its limitations: “Coda is not a true debtor management solution. We had to build many surrounding systems to keep the process workable. That led to a lot of manual interventions, errors, and an unsustainable IT architecture.”
Customer-specific needs also became harder to meet. “We could no longer offer employers enough flexibility in communication and follow-up, even though their demands were becoming more specific.”
At the same time, PGGM had set a strategic goal: a full transition to cloud-native solutions. The existing Coda environment no longer met those standards. Upgrading would have required significant custom development—while PGGM specifically aimed to standardise.
Selection based on four key criteria
The search for a new solution was meticulous—partly because the associated pension funds are formally responsible for outsourcing debtor processes, including notification requirements with the Dutch Central Bank (DNB).
Ultimately, PGGM selected FIQAS. Henry explains: “We were looking for a true specialist in debtor management—not a bookkeeping tool, but software designed specifically for this purpose. It also needed to be cloud-based, with a modern architecture and future-proof integrations. Another key factor was that the vendor continuously invests in product development. Finally, we wanted to be part of a mature client base, to be confident that compliance requirements like DORA would be fully covered.”
“We now work with one robust system that does what it should. And more importantly, it is ready for the future.”
Henry Dikkema, Director of Pension Management at PGGM
One integrated system replacing seven fragmented applications
The implementation of Abillity® brought significant simplification. Seven standalone applications — including tools for reconciliation, reporting and payment reminders — were replaced by one integrated platform. Integrations with source systems and employer portals were modernised using APIs.
“It was previously unclear where the truth lay across all systems. Now, there’s one source of truth: the data in the source systems,” says Henry.
“That requires a shift in mindset and behaviour. Our staff no longer correct the data downstream—they ensure the data is right at the source. That has significantly improved both quality and timeliness.”
No custom development, yet fully aligned
From the start, FIQAS and PGGM agreed to avoid customisation. Rob Geleijn, Managing Director at FIQAS: “Together, we looked beyond the immediate question to uncover the underlying need. By building generic features, what works for PGGM now also works for other clients.”
This scalable approach proved itself when PGGM acquired MN Services during the project. Within two months, two large pension funds were added to Abillity® without extra development or technical changes. “That was the ultimate proof we had built something robust,” says Henry.
End users involved from day one
The collaboration was intensive, with clear governance and active involvement of end users. Henry: “We involved team members from the collections department right from the start. They helped shape the system and could later onboard their colleagues with confidence.”
Adoption of Abillity® went smoothly. “New colleagues find the system intuitive and easy to learn. Even the MN Services team quickly became positive about the user experience,” adds Herjan Schoonbeek, Manager of Collections and Invoicing at PGGM. “They did need to adjust to the fact that the process is now fully automated, with no manual interventions.”
“New colleagues find the system intuitive and easy to learn.”
Herjan Schoonbeek, Manager of Collections and Invoicing at PGGM
Results: less manual work, better data, greater functionality
The switch to Abillity® delivered immediate results. The IT landscape was significantly simplified and restructured. Several RPA bots were retired, manual work was drastically reduced, and data quality improved. Henry: “We now work with one robust system that does what it should. More importantly, it is future-proof. We can now move forward with improving data visibility for employers—something that is increasingly expected.”
Investing in the relationship
One of the key lessons from the collaboration between FIQAS and PGGM is the importance of the human side. Henry: “The product is strong, no doubt. But success also comes from the relationship. Truly understanding each other, investing time, and meeting in person when needed—those things really make the difference in complex projects.”
Rob adds: “You work with people, not just systems. A strong relationship helps you move forward together, even when the going gets tough. And that’s exactly what we achieved with PGGM.”
