How Kolleno Helped to Reduce Overdue Invoices by 27% for a $4.1 Billion Revenue Company

About Our Client

A leading US-based cybersecurity and digital transformation company is experiencing unprecedented growth. Its 2024 acquisition of a New York technology business strengthened its position, meaning it’s now a $4.1 billion organization with 2,500 professionals across 40 locations worldwide. 

Back in 2007, this company launched with a laser focus on data center infrastructure—but it has since grown into a digital transformation giant.

These days, it delivers strategic consulting and managed services that span cloud computing, security, and data analytics. The company combines deep infrastructure expertise with cutting-edge innovation to drive enterprise success for its customers.

The Challenges

As the company grew into a $4.1 billion organization with 2,500 professionals across 40 locations worldwide, their accounts receivable process faced mounting pressures. What had once been manageable became increasingly unwieldy, creating significant operational hurdles for their collections team.

1. Overwhelming Invoice Volume

Success brought a dramatic increase in invoice volume. Each collections team member faced the daunting task of processing more than 40 invoices daily. Their existing tools simply weren’t designed to handle this scale of operations, creating bottlenecks throughout the collection process.

“We had no clear view of team activity,” explains the Credit and Collections Manager. This lack of visibility made it nearly impossible to effectively manage the growing invoice volume, leading to inefficiencies and missed opportunities for timely collections.

2. Fragmented Systems

The collections team found themselves constantly jumping between disparate systems, including CRMs and NetSuite. This fragmentation created a disjointed workflow where team members spent valuable time navigating between platforms rather than focusing on collection activities.

Without a centralized system to track everything, coordination throughout the team became increasingly difficult. The lack of system integration meant information resided in silos, preventing a holistic view of customer accounts and payment statuses.

3. Time-Consuming Manual Processes

Hours disappeared into repetitive manual tasks that could have been automated. The team spent significant time preparing aging reports, sorting accounts, and updating customer information across multiple systems.

These manual processes not only consumed valuable time but also introduced the potential for human error. As invoice volumes grew, the sustainability of these manual approaches became increasingly questionable.

4. Ineffective Account Prioritization

Perhaps most critically, the collections team struggled to effectively prioritize their efforts. “Without a centralized system to track everything, it was impossible to coordinate throughout the team. We couldn’t even effectively prioritize high-risk accounts”, notes the Credit and Collections Manager.

This inability to identify and focus on high-risk accounts meant the team often couldn’t allocate their attention strategically. Instead of proactively addressing potential payment issues, they found themselves constantly reacting to the most pressing problems of the moment.

5. Compromised Customer Relationships

The costs of these challenges extended beyond internal inefficiencies. As the collections process became increasingly strained, customer relationships began to suffer. Without proper visibility and coordination, the team couldn’t provide the consistent, attentive service their customers expected.

This deterioration in customer experience had potential long-term implications for business relationships that extended far beyond the immediate collections process.

The cumulative impact was clear: reduced efficiency, compromised customer relationships, and endless hours lost to manual processes. As a growing industry leader delivering strategic consulting and managed services spanning cloud computing, security, and data analytics, the company needed a solution that could match its scale and ambition. Something had to change.

The Solution

Why Kolleno Accounts Receivables Management?

Rather than rush into a new system, the team carefully evaluated their needs. They needed more than just another collection tool. They required a complete platform that could reinvent their entire accounts receivable process.

Some of the changes they knew they had to make included: 

– Automating dunning workflows  to eliminate manual follow-ups. 

– Creating intelligent customer assignments  to ensure proper accountability. 

– Implementing smart email processing  to reduce inbox overload. 

– Establishing centralized visibility  to track performance metrics instantly. 

– Integrating seamlessly with NetSuite  to maintain data consistency across systems. 

During the procurement process, one vendor stood head and shoulders above the rest.

“Kolleno listened to our requests and even knew what we needed before we did,” explains the Credit and Collections Manager. “It was the clear and obvious choice”.

Dunning Workflow Automation

Kolleno’s ability to create and manage complex collection workflows proved transformative for the company. The team implemented 17 automated workflows, sending thousands of targeted emails and generating precisely timed tasks. Each workflow adapted to customer behavior, ensuring the right action at the right time.

The system allowed for customizable triggers, conditions, and actions based on factors like aging brackets, invoice amounts, and customer categories. This granular approach ensured high-priority accounts received appropriate attention while maintaining consistent follow-up across all customers.

“No more going after just the high dollar or oldest invoices,” explains the VP, Accounting & Finance. “With our workflows, we tackle them all. Kolleno has made it possible to give our customers the attention they deserve.”

The intelligent escalation paths automatically adjusted communication frequency and tone based on invoice aging, while conditional logic could detect specific customer responses and route them to the appropriate team member. This automation freed the collections team to focus on complex scenarios requiring human intervention rather than spending hours manually sending emails and creating follow-up tasks.

Automated Customer Assignments

Kolleno’s automated customer assignments transformed account ownership and task distribution. Having integrated Kolleno’s workflows with NetSuite, customers were automatically assigned to account owners. The system intelligently routed customers to the appropriate collectors based on predefined criteria such as customer segment, invoice aging, value, and geographical location. 

This had a huge impact on team efficiency. Rather than spending valuable time manually assigning accounts or sifting through collections lists to determine responsibility, each team member could simply log into the system and immediately see exactly which accounts were assigned to them. 

But that’s not all. Automated assignments provided a more consistent customer experience, as customers always interacted with the same collector—someone who understood their payment history and preferences. This helped build trust, leading to faster dispute resolution and more reliable payment commitments.

Additionally, when team members were out of office or role changes occurred, the system made it simple to reassign accounts temporarily or permanently. 

Intelligent AI-powered Email Processing

Kolleno’s AI-powered email system revolutionized customer communications. The platform automatically detected, categorized, and even replied to remittance emails—all without manual intervention. 

Kolleno uses natural language processing algorithms to analyze incoming messages, identify payment information, and match it to outstanding invoices. The system distinguishes between different types of communications, from payment confirmations to disputes, ensuring that each is properly categorized and prioritized.

“One team member told me, ‘I’ve gone from hundreds of emails to zero”, recalls the Credit and Collections Manager. This dramatic reduction in inbox volume freed the collections team from the tedious task of manually sorting through correspondence, allowing them to focus on higher-value activities like resolving complex disputes and building customer relationships.

By automatically organizing communications by customer and invoice, the system ensured complete visibility into all interactions, providing context for follow-ups and creating an audit trail of all correspondence. This comprehensive approach to email management significantly improved response times and enhanced the overall customer experience.

Centralized Dashboard

Kolleno’s centralized dashboard feature transformed how the company’s collections team monitored and managed their accounts receivable operations. The platform consolidated all critical metrics and collection activities into a single, comprehensive view, eliminating the need to navigate between multiple systems for information.

The dashboard provided real-time insights into aging balances, payment promises, and team performance metrics—all accessible at a glance. “Reports, charts, workflows, balances, tags, portfolios, and more are all displayed on the dashboard. Invoice copies, SOAs, CMs, PTPs, notes, emails, and templates are at your fingertips”, explains the VP, Accounting& Finance.

This holistic view enabled managers to quickly identify trends, pinpoint high-risk accounts, and allocate resources more effectively. Team members could instantly prioritize their activities based on clear visualizations of overdue balances and aging brackets, while customizable widgets allowed each user to configure their view according to their specific role and responsibilities.

“Our collections team can practically live out of Kolleno”, says the Credit and Collections Manager. The dashboard became the central hub for all collections activities, significantly improving operational efficiency by reducing the time spent gathering and analyzing information from disparate sources.

NetSuite Integration

Kolleno’s seamless integration with NetSuite transformed the company’s accounts receivable processes through real-time data synchronization. The integration established a direct connection between the two platforms, ensuring that all customer information, invoices, and payment records remained consistently up-to-date across both systems.

The synchronized integration eliminated the need for manual data transfer between systems, reducing errors and saving valuable time. When payments were processed in Kolleno, they were automatically reflected in NetSuite, maintaining a single source of truth for financial records. This two-way synchronization extended to customer details, invoice information, and payment statuses.

Custom fields and mappings ensured that the company’s specific business requirements were met, with the NetSuite integration supporting both standard and specialized data fields. The system could even be configured to automatically attach NetSuite contacts to specific invoices, further streamlining the process.

For users needing immediate updates, the manual synchronization feature enabled on-demand data refreshes, ensuring teams always had access to the most current information without waiting for scheduled syncs. This comprehensive integration helped create a unified ecosystem that significantly improved the efficiency and accuracy of the company’s accounts receivable operations.

The Onboarding Experience 

The onboarding experience further confirmed they had made the right choice, with three key elements setting the foundation for success.

Custom Configurations for NetSuite Integration

“Every NetSuite instance is different”, notes the Collections Manager. “Kolleno’s ability to synchronize with our custom fields and workflows made implementation seamless”. The platform adapted perfectly to the company’s unique NetSuite setup, synchronizing a dozen custom fields to ensure the platform was tailored to their specific needs.

Rapid Data Synchronization

The onboarding team efficiently integrated invoices, payment histories, and account details into the platform. This swift data synchronization minimized disruption and allowed the collections team to transition smoothly to the new system without losing valuable historical information.

Tailored Step-by-Step Guidance

Kolleno provided comprehensive guidance throughout the implementation process, allowing the team to hit the ground running quickly without the growing pains typically associated with new software adoption. This personalized approach ensured that the system was optimized for the company’s specific requirements from day one.

The results were transformative—reducing overdue invoices by 27% and saving 20 hours every week—turning their collections process from a constant struggle into a strategic advantage.

The Impact

The numbers tell a compelling story. Within six months of implementing Kolleno, the company achieved remarkable improvements across every key metric:

• Overdue invoices decreased by 27%
• Team efficiency soared, saving 20 hours per week through automation
• Aging balance in the 1-30 day category improved by 30%

But the real impact went far beyond statistics. The transformation touched every aspect of the company’s collections management, fundamentally changing how the team operated on a daily basis.

Before Kolleno, the collections team was drowning in manual processes. Team members spent countless hours jumping between CRMs and NetSuite, preparing aging reports, and manually sorting accounts. The fragmented system environment made it nearly impossible to prioritize high-risk accounts effectively, leading to inconsistent follow-ups and missed opportunities for collection.

With Kolleno, automated tasks now handle routine follow-ups, freeing the team to focus on building stronger customer relationships. Instead of spending time on administrative work, collectors can engage in meaningful conversations with customers, understand their payment challenges, and develop personalized solutions.

Managers gained unprecedented insight into collections performance through the centralized dashboard. What once took hours to gather now appears at a glance, enabling data-driven decisions about resource allocation and collection strategies. The integration with NetSuite eliminated data silos once and for all, with changes in one system reflected instantly in the other.

The automated customer assignments feature transformed workload distribution, ensuring each team member could focus on their specific accounts without getting lost in an endless list of irrelevant tasks. This specialization allowed collectors to develop deeper relationships with their assigned customers, leading to more effective collections.

“We would highly recommend Kolleno to any business struggling with accounts receivable management”, states the VP of Accounting & Finance. “The platform doesn’t just improve collections metrics—it transforms how your team works. The combination of workflow automation, intelligent email processing, and centralized visibility creates a system that’s greater than the sum of its parts.”

Perhaps most importantly, the company experienced a cultural shift in how collections were viewed. What was once seen as a necessary but tedious back-office function has evolved into a strategic advantage that improves cash flow while enhancing customer relationships. The collections team now operates with greater confidence, equipped with tools that match their expertise and ambition.

Put simply, the company went from collections chaos to clarity, proving that with the right technology partner, accounts receivable can become a driver of business success rather than an operational headache.

“If we take a step back and look at where we started,” reflects the Credit and Collections Manager, “the transformation has been remarkable. We’ve gone from struggling with basic follow-ups to managing a sophisticated, efficient collections operation.”

– Credit and Collections Manager

Explore why enterprises choose Kolleno. 

Find out why leading companies like 1Password, AHEAD, and Rakuten place their trust in Kolleno.

Find the solution by use case:

• Collections & AR Management
• Cash Application Management
• Credit & Risk Management
• Disputes Management
• Team & Task Management