CallRevu accelerates cash flow and improves customer experiences with Quadient AR

ERP: NetSuite

INDUSTRY: Software

CallRevu is an automotive company that offers phone process measurement services. CallRevu and its solution, CallRevu360, serves thousands of dealers with one objective: to ensure that every call to a dealership is a positive experience.

“Before Quadient AR, our accounts receivable process was unmanageable, and our ERP did not provide all the capabilities that we needed. Using the solution, we can communicate with our customers more effectively, reduce our DSO, and improve our customer experience. I love it.”

CHALLENGE

CallRevu began as a home-based business and rapidly grew into one of the pioneers of phone process management within the automotive industry. Through an acquisition, the company’s customer base doubled. This substantial increase in customers, combined with existing AR challenges, led to rising DSO. Payment follow-up was being monitored through a spreadsheet copy of the AR aging report, meaning accounts were falling through the cracks. There was no organized system for collections and reminders were not being sent after invoices were issued. This meant that customers were overlooked, and it increased the probability of late payments.

“There were too many accounts hiding in the shadows. When we went to collect on them, we found that they were three or four invoices behind.”

Compounding this challenge, a high volume of customers still used paper checks to make payments. This made it labor-intensive to process payments, increasing the problem of keeping accounts current.

“Our business works directly with automotive companies, and many are reluctant to adopt new technologies. They like to maintain a paper trail for each transaction and want to ensure that they’re secure.”

SOLUTION

Quadient AR integrated with CallRevu’s NetSuite ERP, centralizing all account data into a single location. Dynamic, real-time dashboards made it easier to monitor the status of accounts, providing the ability to quickly identify past due customers, as well as invoices with upcoming due dates.

Inter-department transparency has improved, as the platform allows for detailed reports to be created and shared easily. These capture key data such as account information and credit risk assessments. This improves collaboration between AR and sales, enabling the teams to work together to meet company goals.

“Quadient AR’s Digital Optimization team works with us to move customers from paper to electronic payments. They help us send messages to customers informing them of the speed and security benefits.”

The Digital Optimization Team (DOT) set up automated communications that promote digital payments each time a customer pays via paper check. The platform also offers customizable email templates and automated communication workflows to help the organization maintain better contact and top-of-mind awareness with customers.

“The collection workflows have been fantastic. The ability to ensure customers receive regular reminders has not only helped lower our DSO. It also keeps them happy knowing that we haven’t forgotten about them.”

RESULTS

CallRevu boosted AR efficiency, accelerated cash flow, and improved experiences for employees and customers alike.

• With the help of DOT, paper checks were reduced by 50%.
• DSO reduced by 9 days, despite the company’s customer base doubling.
• Manual reporting and collections were eliminated, helping lower AR workload and enable more strategic work.

“When I first came onboard, I was overwhelmed. There were all these accounts flying around. The visibility that Quadient AR gives me is key. Being able to organize our customers and understand exactly where they are in the aging report helps us act much faster.”