CUSTOMER STORY
How CheckAlt Reduced Case Age by 23% With Salesforce and Plative
While it may be hard to remember when you last wrote a check, paper checks are far from dead. In the US alone, trillions of dollars are spent through paper checks every year.
And while it may seem that all payments are online these days, that’s just the frontend experience; many companies actually take that digital payment, write a paper check for the same amount, and mail a check to the depositor. It’s a process that can take weeks.
Despite its name, CheckAlt isn’t an alternative to paper checks, but an alternative to how they’re processed. By managing complex payment flows through a single portal, CheckAlt processes over $116B in payments annually. Their customers can capture 100% of receivables data, regardless of payment type or channel, into a single view.
TECHNOLOGIES INVOLVED
The Cadillac of Salesforce Instances: How Salesforce and Plative Helped CheckAlt Gain Transparency in Sales and Revenue, Improve Customer Experience, and Prepare to Scale
When Chief Operating Officer Patrick Law joined CheckAlt, he encountered a company that was operating as four separate platforms. Operations and technology weren’t aligned across the organization; despite a sizable investment in Salesforce, adoption was low and some data was still kept in spreadsheets and docs. Not only was it difficult to find reliable data when it was spread across different systems but harder to readily understand pipeline and revenue.
As a new leader, Law had a hard time trusting the data and understanding how the company was hitting its goals. “If we can’t measure ourselves, we can’t hold ourselves accountable,” he says. “I can’t have a conversation unless I have confidence in the data.”
CheckAlt chose Plative to help them reconfigure Sales Cloud, Service Cloud, and Experience Cloud, focusing on process and data integration and internal user adoption. It was imperative for Law to find a partner to meet CheckAlt where it was. “You can’t brute force scale,” he says. Law considers Plative key to CheckAlt’s rebuilding and integration; within 90 days of Plative’s first project, he was already more confident in CheckAlt’s data. Instead of taking days to gather client data, reliable answers are now available within minutes.
Salesforce has equipped CheckAlt with trustworthy data, seamless tracking and management of critical customer interactions, and revenue transparency – positioning CheckAlt to effectively manage exponential growth and scale.
“Salesforce is central to our success… If we can’t track customer communications, on-boarding, revenue… We can’t scale.”
– Patrick Law, Chief Operating Officer at CheckAlt
How Service Cloud Decreased The Average Case Age by 23%
Integrating Sales Cloud and Service Cloud meant better cross-department collaboration and fewer tedious and repetitive tasks across teams. Support self-service, case deflection through integrated portals allow agents to focus on the most high-needs customers; proactive monitoring of customer health scores, built from insights across sales, service, and customer community interactions, highlight those customers who need the most agent focus.
With Salesforce fully integrated, CheckAlt’s service team can respond to customer inquiries and manage relationships more effectively, leading to a 23% decrease in case age and increased client satisfaction and confidence.
“Our clients now see us as a cohesive, professional unit. The perception shift has been profound. Customers trust us more, and it shows in our interactions and their feedback.”
– Patrick Law, Chief Operating Officer at CheckAlt
What’s Next
To continue building amazing customer experiences, CheckAlt and Plative are working to migrate its self-service portal to Salesforce Experience Cloud. Account-based marketing capabilities will allow the team to not only increase lead volume, but to build an integrated nurture program across education, sales and service activities. Campaign and Marketing Attribution will provide leadership with a high-level view into ROI reporting on marketing spend across key channels, helping the team make more strategic investments to drive increased pipeline.
“We’re building the airplane while it’s flying, but with Plative’s help, we’re doing it with confidence. The future looks bright, and we’re excited about the possibilities.”
– Patrick Law, Chief Operating Officer at CheckAlt
About CheckAlt
CheckAlt is a leading provider of check processing and treasury management solutions, serving businesses and financial institutions across the United States. With a focus on innovation and customer-centric service, CheckAlt is committed to helping clients streamline operations and achieve greater efficiency.
Visit CheckAlt.com for more information.
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