Payonomy | Case Studies

Housing Association Gets Plugged into Payment Processing for Salesforce.com

Challenge

The Association had deployed Salesforce.com as a tool to enhance the level of automation in tenant Rent & Arrears management.

The lack of ability to process payments with the customer on the phone meant that there could at times be a lengthy delay between the customer agreeing to make Rent & Arrears payments and the receipt of funds. The Association's outsourced system was seen a major cause of non fulfilment.

• Provide an Integrated Payment solution within Salesforce.com
• Reduce time involved in Arrears (Debt) resolution.
• Offer both Debit/Credit Card and Direct Debit payment options to customers.

Solution

• Scoped and defined payment requirements for Rent & Arrears collections.
• Implemented Payonomy Card Payment solution for Salesforce.com.
  Acquiring via RBS Streamline for Credit/Debit Card payments.
• Implemented Payonomy Direct Debit Management solution for Salesforce.com. AUDDIS/Paperless compliant DD origination creating a BACS submission file.

Results

• Rent Arrears have been massively reduced, improving efficiency and meeting debt resolution targets.
• The single system for payment processing has enabled the Association to report all payments from a tenant in a single view for the first time improving the information available to the customer services team.
• The Direct Debit system processes in excess of 17,000 transactions per month.