Penn Waste IC Case Study

Invoice Central Customer BUSINESS RESULTS
Success Story
23% of Penn Waste’s customers
Penn Waste converts 23% of customers to electronic now receiving invoices electronically,
invoicing, lowers costs and reduces customer service dramatically reducing paper costs
calls with Invoice Central. Receiving over 200 electronic,
easy-to-apply payments monthly
EXECUTIVE OVERVIEW through Invoice Central
Reduced inbound & outbound
As customer demand for electronic invoice presentment and payment customer service calls
options increased, Penn Waste realized that outsourced invoice printing was
not enough to meet the needs of their buyers. Billtrust’s all-in-one print and www.billtrust.com
electronic invoicing and payment solution helped Penn Waste consolidate
and streamline their Accounts Receivable processes and provide electronic
presentment and payment s to customers. The result - lowered costs,
easier cash application and happier customers.

THE CUSTOMER

Penn Waste, founded in 2000, is a full-service commercial and
residential recycling and waste removal company, servicing six counties
in South Central Pennsylvania. The waste collected from customers is used
locally to create clean, green energy, thus supporting a better future for
their community. Penn Waste recycling facilities process more than 81,000
tons of material each year,helping to preserve the environment and
community for future generations

BUSINESS CHALLENGE

Penn Waste initially performed all invoice printing in-house before
making a decision to outsource this service. While paper invoice
delivery was now one less thing Penn Waste’s AR team had to worry
about, they faced another “paper” issue – processing and applying
paper check payments against open invoices.

The fact that you offer customers a place where
they can view their accounts and make changes
through Invoice Central is great. That’s what our
customers were asking for.

TAMMY DUKE
Billing & Customer Service Supervisor at Penn Waste

Prior to working with Billtrust, most customers paid via check by mail, which was making it difficult for
Penn Waste to reduce their DSO. This also led to additional work for Penn Waste’s AR team, since many
customers failed to include a remittance advice along with their payments. “Customers would mail a check
payment in but would not specify what invoices the payment was for,” said Tammy Duke, Penn Waste’s
Billing & Customer Service Supervisor. “This resulted in my team having to follow up with customers to figure
out which invoices to apply the payment to.”

Penn Waste was also receiving requests from their customers, who wanted to view and pay their
invoices electronically. Penn Waste recognized a need for an all-in-one presentment and payment
solution that could handle both paper and electronic invoice delivery, along with the ability to accept
electronic payments.

SOLUTION AND VALUE REALIZED

Penn Waste chose to work with Billtrust, the leader in Payment Cycle Management solutions, to
improve their invoicing and offer customers electronic invoice delivery and payment options.
Leveraging Billtrust’s SmartRouting™ and SmartTrack™ technology, Penn Waste was able to mail
invoices to customers at lightning speed, while having the ability to seamlessly track each
envelope to ensure delivery.

In addition to a vastly improved print solution, Penn Waste was now able to route their electronic
invoices to Invoice Central, Billtrust’s electronic presentment and payment network. With the help
of Billtrust’s eAdoption program, which helped communicate the new online offering to customers,
Penn Waste enrolled over 600 customers on Invoice Central. Those customers could now easily
log into Invoice Central to view and pay all of their invoices quickly and securely online without
having to write another check. Duke added that the reduction in customer service calls was
much appreciated. She said, “We very seldom get calls from our commercial customers now
that we’re on Invoice Central. Knowing that customers can contact Invoice Central support
whenever they’re having technical issues was a big deciding factor for us when we
decided to work with Billtrust.”

While inbound customers service calls decreased, Invoice Central also helped
reduce the number of outbound calls Duke’s team had to make to customers.
“Now that we receive full invoice-level payment remittance information when a
customer pays us through Invoice Central, we don’t have to track them down
to determine what invoices they’re paying.”

THE LEADER IN PAYMENT CYCLE MANAGEMENT SOLUTIONS

Billtrust provides payment cycle management solutions to accelerate invoice-to-cash. By integrating
invoice delivery, invoice presentment, and cash application, Billtrust delivers a flexible solution
to improve buyer satisfaction and DSO.

www.billtrust.com