Managed Services for a Leader in Human Capital Management
A Case Study
Industry: Human Capital Management Platform
Synthesis Service: Managed Services
Products: Zuora, Salesforce
The Client
The client’s Human Capital Management platform modernizes every aspect of people management, from recruiting, onboarding, and payroll to career development and retention. More than 29,000 customers trust the client’s platform to help them solve problems and achieve their goals.
The Context & Challenge
- The client was growing the new business rapidly, but they saw a decrease in retention due to unpaid customer invoices and payments.
- The client was an existing Zuora customer who had difficulty collecting payments from clients, particularly with its delinquent and past-due customers. The current process was manual, with no real-time visibility into past-due clients and return payment notifications.
- To reduce churn and improve this part of the business, the client partnered with Synthesis to implement Zuora’s Collect AI module to automate and consolidate their collections process.
The Solution
- Synthesis was able to install and configure Collect AI, including Collection Window & Notes, Statement Generator, and Workflows.
- The client’s team now has the ability to view Past Due Notifications, Year-End reports for lost clients with past due balances, account status changes in Salesforce if they are delinquent, apply penalty fees for past due clients, and receive return payment notifications.
Value Delivered
- Fully automated collections process saved significant time
- The client has a consolidated view of its collections and payments through reports and dashboards, resulting in higher employee efficiency when reaching out to a client for payments.