Every Friday afternoon went on invoicing and chasing, and the partners still didn't know which clients were slipping until the quarter end. They wanted the cash in on time and a clear view of the practice each Monday.
Three things kept going wrong, and each cost the business time, money or a customer.
Billing and insight agents, connected to the systems the business already ran on, with approvals on anything irreversible and a full log of every action.
The practice runs on Xero and a practice management system, both with official integrations, so connection was quick. The slower work was agreeing the tone and timing of reminders with the partners, who were rightly cautious about how clients would be chased. The agent drafted a week of reminders in shadow mode before any were sent.
Friday afternoons are no longer spent invoicing and chasing; that is six hours a week back. Average time to payment fell from 41 days to 30, and the partners know on Monday morning which clients are slipping rather than at quarter end.
'The Monday brief tells me in two minutes what used to take a quarter to notice.'
Partner
The practice's two receptionists were also running the front desk, so a third of calls went to voicemail at lunch and after 5pm. They wanted every call answered and every cancellation refilled, without hiring.
Enquiries arrived through Instagram, the website and WhatsApp at all hours, and the clinic replied the next working day. By then many had booked elsewhere. They wanted every enquiry answered within minutes and turned into a consultation.
A free 45-minute call. Tell us where the time goes; we'll tell you honestly whether an agent would help and what it would save.
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