Kolleno Payments
How Interbit Data Decreased Overdues by 44% with Kolleno
44%
26%
29%
Founded in 1997, Interbit Data is a leader in healthcare communications software, providing secure messaging, data access, and continuity solutions for hospitals and care centers across North America. With a lean team of around 25 employees, the company serves over 600 hospitals, delivering mission-critical communication tools to a highly regulated industry.
Interbit Data has been steadily growing over the past few years. However, with each new customer to manage, its financial operations became increasingly complex. Managing contracts, billing, and collections across hundreds of hospitals, each with its own evolving approval processes, became increasingly burdensome.
With turnover rates high in the healthcare sector and outdated systems slowing their workflow, Interbit Data came to a steak realization: they needed to modernize their accounts receivable (AR) operations.
So, they turned to Kolleno for help.
The Challenges
As Interbit Data expanded its reach, the demands on its financial operations grew exponentially. What once had been manageable with manual processes quickly spiralled into overwhelming complexity. Without the right systems in place, the finance team found themselves bogged down by fragmented data, tedious manual tasks, and growing delays in collections.
It became increasingly clear that without a fundamental shift in how accounts receivable was managed, both cash flow and customer relationships would suffer.
1. Overwhelming Invoice Volume
Managing over 600 hospital accounts with annual billing cycles created a massive operational burden for Pamela Rivera, who wears multiple hats at Interbit Data, including managing contracts, accounts receivable, and accounts payable. Each new billing cycle meant wading through waves of turnover at customer hospitals, uncovering new decision-makers, and navigating evolving invoice approval processes.
“It felt like I was on a mouse wheel, sending out email after email, just trying to find the right decision-maker,” recalled Pamela Rivera.
2. Fragmented Systems
Without a centralized dashboard or integrated AR system, Pamela relied on fragmented email trails, manual read receipts, and scattered notes to track the status of invoices. The lack of a single source of truth meant important follow-ups were frequently delayed, duplicated, or lost altogether. Customer relationship management suffered. Chasing overdue payments became an increasingly frustrating, inefficient process.
3. Time-Consuming Manual Processes
Each day, Pamela invested hours manually sending emails, following up on outstanding invoices, updating customer records, and tracking down points of contact. Without automation, even small missteps snowballed into larger delays. Collections were reactive, not proactive. Pamela’s time was consumed by administrative tasks rather than strategic collections management.
4. Ineffective Account Prioritization
With no intelligent task manager in place, it was impossible to distinguish between high-risk and low-risk accounts at scale. Pamela spent countless hours “peeling back the onion” on every customer file, without the support of smart workflows to automatically escalate urgent cases or deprioritize lower-risk accounts.
5. Compromised Customer Relationships
As the collections process grew more reactive, so did the strain on client relationships. Delays in communication and inconsistent follow-ups created friction with hospitals that required sensitivity and professionalism. With more accounts to manage each year, maintaining the high standard of service expected by Interbit Data’s clients became harder and harder.
The Solution
Why Kolleno Collections Management?
Interbit Data needed far more than a basic collections tool—they needed a comprehensive solution that could overhaul their entire accounts receivable process. Their priorities were clear:
- Seamlessly integrate with Xero for real-time data synchronization
- Centralize communication histories for complete visibility
- Optimize collector workflows through intelligent task management
Kolleno delivered on every front. With its seamless Xero integration, intuitive AR workflow automation, a real-time centralized dashboard, and a robust collections task manager, Kolleno was the ideal partner to modernize Interbit Data’s collections process.
Implementing Kolleno’s platform brought measurable improvements across every area of Interbit Data’s accounts receivable process. With automation, real-time data synchronization, centralized visibility, and intelligent task management in place, the company turned collections from a reactive scramble into a streamlined, proactive machine.
Seamless Integration with Xero for Real-Time Data Synchronization
Kolleno’s integration with Xero became a game-changer for Interbit Data. Before Kolleno, updating customer records was an error-prone, time-consuming task. Any changes—whether updating an email address, deactivating a contact, or logging a payment—had to be manually entered in multiple systems, creating room for inconsistencies and delays.
With Kolleno, that headache disappeared. Updates in Xero now flow instantly into Kolleno, keeping customer records, payment statuses, and key contacts fully aligned. No manual syncing. No waiting hours for batch updates. Just real-time, seamless data flow across platforms.
“With other systems, you had to wait for updates to trickle through,” explained Pamela. “With Kolleno, I make a change in Xero, and it’s immediately there. It’s just effortless.”
This real-time connectivity gave Interbit Data confidence that every team member was working from a single, accurate source of truth. The days of duplicate entries, outdated contacts, and missing payment statuses were over—replaced by accuracy, speed, and peace of mind.
Most importantly, it freed Pamela and her team to focus on high-value activities—like customer engagement and collections strategy—rather than administrative cleanup. Xero and Kolleno now work hand-in-hand as an integrated financial operations hub, supporting Interbit Data’s growth without adding operational strain.
Streamline AR Workflows
The customized AR workflows designed during Kolleno’s onboarding completely transformed Interbit Data’s approach to collections. Instead of chasing overdue payments manually, the team now leverages intelligent automation to guide every customer interaction, ensuring nothing falls through the cracks.
Each workflow was carefully crafted around Interbit Data’s billing cycles and client behavior, automatically adjusting the cadence and tone of communications based on invoice age, response status, and payment history. Friendly payment reminders, escalation notices, and task assignments are now triggered automatically, freeing Pamela from having to remember and track each case individually.
“The workflows have been a game-changer,” Pamela shared. “We’re not just hoping customers will pay—we’re actively managing the entire journey with consistency and precision.”
This strategic automation ensures that clients receive personalized, timely reminders that match their specific circumstances, without overwhelming them. The workflows also enabled Pamela to preemptively manage late payments, reducing aging balances and eliminating last-minute surprises.
Today, Interbit Data’s AR process runs like a well-oiled machine. It’s streamlined, consistent, and much more predictable than before.
Centralize Communication Histories for Complete Visibility
Before Kolleno, managing customer communications was a disjointed, frustrating experience for Interbit Data. Conversations lived in email inboxes, spreadsheets, or handwritten notes—making it nearly impossible to piece together a full picture of each account. This fragmentation often led to duplicated efforts, missed follow-ups, and weakened customer trust.
With Kolleno’s centralized dashboard, every single interaction—payment reminders, customer replies, notes from calls, and promises to pay—is now tracked in one intuitive platform. Nothing is lost, overlooked, or siloed. At any moment, Pamela and her team can see a client’s complete communication history, including all outstanding balances, recent emails, and prior agreements.
“Having everything in one place has been incredible,” said Pamela. “If a customer replies today, I can instantly see the full history of our conversations and respond intelligently.”
This centralized visibility dramatically improved customer service. No longer did Pamela have to ask clients to repeat themselves or apologize for missing context. Every interaction was informed, professional, and timely.
Moreover, having a full audit trail empowered Pamela to escalate issues more effectively, back up payment demands with detailed history, and proactively manage disputes before they became larger problems.
Ultimately, Kolleno transformed customer communication from a reactive scramble into a confident, relationship-building advantage.
Optimize Collector Workflows Through Intelligent Task Management
Kolleno’s intelligent task manager redefined how Pamela and the Interbit Data team approached their daily collections work. Instead of starting each day unsure where to focus, Kolleno automatically generates a prioritized list of actionable tasks—highlighting overdue accounts, follow-up reminders, customer promises to pay, and new escalations in one centralized view.
“The task manager has made such a difference,” Pamela shared. “I can see at a glance who needs attention, what’s urgent, and exactly what to do next. There’s no wasted time.”
Every task is context-rich, linking directly to the customer’s full communication history and outstanding invoices. This allows Pamela to act faster, respond more intelligently, and keep collections momentum high throughout the day. No digging through inboxes, no cross-referencing spreadsheets, no second-guessing.
Kolleno’s task management also adapts in real time, automatically updating tasks based on customer replies, payments received, or promises to pay logged. Pamela no longer has to manually monitor dozens of accounts; the system tells her exactly when and how to engage.
This level of structure has transformed collections from a reactive, chaotic process into a strategic, focused discipline. Interbit Data’s collectors now operate with precision, efficiency, and confidence, dramatically improving not just cash flow but team morale.
The Onboarding Experience
From the very beginning, Kolleno’s onboarding team made a powerful impression. Led by onboarding expert Matt, the team invested time in understanding Interbit Data’s business model, customer nuances, and pain points.
Rather than providing a one-size-fits-all implementation, they built custom workflows to align perfectly with Interbit Data’s specific billing and collections cycles.
“Matt really took the time to understand what our pain points were and how we operated,” Pamela recalled. “They built the entire workflow to match our needs.”
The result? Within days of implementation, Interbit Data had a live, fully functional AR management system that was already making an impact on collections performance.
“The setup was so smooth—we were working smarter almost immediately,” Pamela said.
The Impact
The results of implementing Kolleno at Interbit Data were nothing short of transformational. Within just three weeks of going live, the company achieved massive improvements across every major accounts receivable metric.
- 44% decrease in 1–30 days overdue invoices
- 26% reduction in total overdue invoices
- $140,000 collected in less than three weeks
- 29% decrease in 91+ days overdue balances
Beyond the numbers, Kolleno’s impact reshaped how Interbit Data’s finance team operated. Collections went from being a reactive, time-consuming chore to a proactive, streamlined engine that drove real cash flow improvements.
The confidence that comes with having real-time data, structured workflows, and intelligent task management has freed Pamela’s team to focus on strategic initiatives instead of endless administrative follow-ups. With stronger customer communication, faster dispute resolution, and full visibility into every account, Interbit Data has turned collections into a true competitive advantage.
“Kolleno is magic. It’s everything we hoped for and so much more.”
– Pamela Rivera at Interbit Data, Operations Manager at Interbit Data
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