Since 2008, Chargent has been on the Salesforce AppExchange, enabling customers to take payments anywhere in Salesforce.
Like many small SaaS and subscription businesses, Chargent’s team wears many hats. For their billing team, time spent chasing down late and failed payments meant less time to focus on projects that would help them to scale the business, including several high-priority compliance projects with tight deadlines. In order to accomplish everything they were tasked with, they needed to consider two options: add additional headcount or find new efficiencies in their operations. Their current AR process was cumbersome and manual, including:
- Relying on weekly reports to identify issues that would prevent them from capturing payments.
- Opening Salesforce Service Cloud cases to kick off the process of reaching out to customers by phone and email.
- Identifying the correct person to contact for each failed payment by navigating switchboards and bounced emails.