Hanze University is happy with Payt

Improved customer satisfaction and more time for quality improvements

Previously, the Financial Economic Affairs (FEZ) staff office of Hanze University of Applied Sciences Groningen handled the incoming invoice flow for automation. Three years ago, the project to automate the process surrounding the outgoing invoice flow also began, aiming to work more efficiently and effectively. The approach: to make work easier for employees and customers. Payt’s software delivered more to Hanze University than expected.

Within FEZ, the accounts receivable administration is a part of the Financial Administration. "We manage the process from invoicing to reminders, collection, and further steps if necessary," says Jean-Paul Heunks, head of Financial Administration at Hanze University of Applied Sciences Groningen. "We monitor agreements and payments. Previously, this was done in Excel, literally with thousands of lines. If you needed temporary replacement, you wouldn't have been able to manage it. We also felt we didn't have sufficient control over our accounts receivable position."

The project to optimize the accounts receivable process was twofold. Heunks:

On one hand, it was aimed at improving communication about invoices towards customers, in our case mostly students. On the other hand, it focused on technology. How can you further optimize the process through technology? After market consultation and tendering, we concluded that Payt’s software is the most suitable for us.

Versatile result

For the department, the intention was never to save on FTEs. “The intention has always been to make the work easier. The entire process is set up and automated in such a way that we have time left over. Time that we use to implement qualitative improvements in other aspects,” says Heunks. “The result is versatile. Payt provides insight into the accounts receivable position, the overdue payments, and the status of each invoice. The use of the software leads to improved cash flow and provides time for more complex challenges and improvements.”

Pausing the payment process during holidays

The ‘pause button’ in Payt proved to be gold for the organization. Heunks: “The action is simple: with one click, you pause the entire planned process of reminders. The effect is valuable. You can tailor a process to your customer and your organization. In our case, this involves, for example, the summer vacation. There are hardly any students present, and our department has limited staffing. It makes no sense to send out reminders then. The student will probably not see it. If a student does see it but has questions, we are less reachable by phone due to the holiday period. We already monitored this closely before, but it was manual and required careful attention. Now it is much easier to time.”

Record for fastest payment broken

Additionally, the staff office is breaking its own records for collecting payments. Heunks: “From the invoice, reminder, and online environment, students can pay directly with, among other things, iDeal. The record for the fastest payment is now 17 seconds after sending invoices with an iDeal link in it!”

Improving customer satisfaction is the most important

With Payt's software, we have been able to substantially reduce the amount of outstanding invoices. Within one year, the quality of our accounts receivable portfolio has significantly improved. But more importantly, customer satisfaction regarding communication and contact about outstanding invoices has greatly improved. That means much more to our organization," says Heunks. "Shortly after implementation, we were surprised by emails from students. Although they received a reminder, they thanked us for the friendly way of communicating. Then you see the appreciation for transparent and structured work. The message is no less pleasant—they still have to pay—but the way we deliver it is friendlier.

Phased implementation of the debtor software

“The solution from Payt is focused on the entire chain, from invoice to collection. However, at the start, we preferred to begin only with the first part, invoicing and reminders. Payt was not yet familiar with this. We wanted a phased approach in usage. It took some effort to align in the collaboration, but it ultimately worked out well,” says Heunks.

“Payt is very accommodating with our needs and how our processes can be integrated into the software. We have very direct and good contact with Payt, at various levels. It is a partnership, not just a program handed over with a ‘good luck’.”

“Next year, we will take the next step by implementing the entire Payt solution. We will see if we can achieve even more improvements in our service delivery.”