How a $4.1 Billion Company Cut Overdue Invoices by 27%

This company is a leading US-based cybersecurity and digital transformation firm that has scaled fast. A 2024 acquisition of a New York technology business helped push it to $4.1 billion in size, with 2,500 professionals now working across 40 locations worldwide.

It started in 2007 with a narrow focus on data center infrastructure and has since grown into a full digital transformation partner, offering strategic consulting and managed services across cloud computing, security, and data analytics, pairing deep infrastructure expertise with newer capabilities to help enterprise customers succeed.

As the company grew, its collections team could not keep pace. Each team member was processing more than 40 invoices a day, and the work was scattered across a mix of disconnected systems, including various CRMs and NetSuite. Rather than focusing on collections, the team spent much of its time jumping between platforms, pulling together aging reports by hand, and updating customer information system by system, which made the process slower and more prone to error as volume kept climbing.

Without one place to see what was happening across accounts, the team also could not prioritize effectively. High risk accounts got the same attention as everything else, and as the credit and collections manager put it, there was no clear view of team activity. As the strain built, customer relationships started to suffer too, since the team could not give customers the consistent, attentive service they expected.

Kolleno gave the team a single system to run collections from, one built specifically around what they needed. As the credit and collections manager explained, “Kolleno listened to our requests and even knew what we needed before we did. It was the clear and obvious choice.” The team automated dunning workflows to remove manual follow-ups, set up intelligent customer assignments to keep ownership clear, added smart email processing to cut down on inbox overload, and connected the whole system to NetSuite so nothing had to be maintained twice.

With 17 automated workflows running, thousands of targeted emails now go out on their own, adjusted by aging bracket, invoice amount, and customer category, with tone and frequency shifting automatically as an account ages. Customers are also routed to the right collector automatically, based on segment, aging, value, and location, so each one deals with someone who already knows their payment history. On the email side, natural language processing reads incoming messages, matches payments to the right invoices, and replies without anyone touching it, which is what let one team member go, in their words, “from hundreds of emails to zero.”

Behind all of it sits a NetSuite integration built around the company’s own setup. Kolleno synchronized a dozen custom fields so customer details, invoices, and payment statuses stay in sync in both directions, with manual syncing available whenever the team wants an on demand refresh. Everything, from reports and workflows to notes, emails, and templates, now lives on one dashboard that each user can configure for their own role.

Six months after going live, overdue invoices were down 27%, the team was saving 20 hours a week, and the 1-30 day aging balance had improved by 30%.

The daily work changed as much as the numbers did. Aging reports and system hopping gave way to real judgment calls, while routine follow-ups ran on their own. Managers could see collections performance at a glance instead of piecing it together, which made it easier to know where to focus. And because NetSuite and Kolleno stayed in sync, a change in one system showed up in the other immediately.

Automated assignments also meant each collector kept the same accounts over time, building the kind of familiarity that gets invoices paid faster. As the VP of Accounting and Finance put it, “We would highly recommend Kolleno to any business struggling with accounts receivable management. The platform doesn’t just improve collections metrics; it transforms how your team works.”