Payt turned out to be exactly what INDI was looking for

“Payt significantly contributes to our customer satisfaction,” says Sybrand Brouwer, director and owner of INDI. “By using Payt, our customers experience payment convenience, can quickly and easily contact us about outstanding invoices, and know exactly what to expect from INDI.” The director of the e-commerce company is convinced that an accurate debtor process with clear communication is an essential part of the customer experience.”

Fast and Efficient

Payt’s services align well with INDI’s business operations. This webshop in technical parts focuses on professionals. The company, which started just four years ago, sends out over 80,000 invoices annually. “That number grows every month,” says Sybrand. The launch of the platform turned out to be a golden move; there was a great demand in the market for a fast supplier of technical parts. “We operate in a fairly traditional industry, where wholesalers maintain normal opening hours, have branches across the country, and send representatives to inform customers about their products. At INDI, we have completely moved away from that. Although we have a very skilled customer service team, customers service themselves through our webshop. This allows us to be much faster and more efficient. All orders placed by our customers before 6:00 PM can be delivered by 8:00 AM the next day.” INDI’s e-commerce business meets an important need. “Service technicians, for example, are busy visiting customers during the day. At the end of the day, they can quickly and easily order the necessities for the next day via INDI. Their order is delivered overnight to a location of their choice. Some companies have multiple different delivery locations. We even deliver in service vans!”

Automating the Debtor Process

Because INDI has made the ordering and delivery process very accessible, it happens that they receive multiple orders per week or even per day from the same customer.

“When we developed the INDI platform, we wanted to digitize the entire process, from ordering to invoicing. We found that our financial package did not sufficiently provide for debtor management,” says Sybrand.

The director was not keen on taking a step back and manually managing their debtors. With such large volumes, this was indeed a time-consuming and labor-intensive task. “We considered developing something ourselves to automate our debtor process until we came across Payt.

The e-commerce platform has linked its financial package, Exact, to Payt. Invoices are automatically loaded into Payt. When a customer has not paid their invoice after the due date, reminders are automatically sent. “Although we are growing rapidly, we can still manage our accounts receivable with the same number of people. On average, we spend about 50 to 60 hours a week on our accounts receivable management.”

Virtually No Collection Processes

The person responsible for accounts receivable management at INDI is Geertje Boomsma. As an accounts receivable manager, she primarily works with Payt. She explains: “At INDI, we use different payment terms, but the most common is 30 days. If the customer does not pay, we send a first reminder two days after the due date and a second one after 18 days. 34 days after the due date, we send a third and final reminder. In that correspondence, we warn the customer about a collection process.” This collection process is also carried out by INDI via Payt. “However, it is rare for us to start such a process,” says Geertje. “On average, about 20 times a year. That is really very few when you send out over 80,000 invoices a year.”

According to Boomsma, the structured and accurate accounts receivable process is the reason for this low number of collection processes.

The customer service team at INDI is also pleased with Payt. Geertje explains: “With Payt, my colleagues can, for example, find out why an order is stalled. This usually happens because invoices have been outstanding for too long. If they have lost an invoice, the customer can easily retrieve their copy invoice via Payt. Since the customer also has insight into the file, it not only makes communication much easier, but the customer service can also handle many questions.”

Happy with Payt

Brouwer also sees that the process has become much more transparent and that his customers pay better thanks to Payt.