How Sereni Achieved a 93% On-Time Payment Collection Rate with Kolleno

As Sereni grew, so did the difficulty of managing its finances. The company’s commitment to personal, sensitive funeral services extended beyond the ceremony into every part of the client journey, including billing. Managing that responsibility at scale required time, structure, and tools the finance team did not yet have.

In an industry where timing is delicate and emotions run high, even a standard payment reminder needs careful thought. The team often held back on reminders out of compassion, but that grace came at a cost: late payments, unpredictable cash flow, and hours spent on manual, awkward conversations. Every reminder was written one at a time, and nothing was automated.

At the same time, the work was spread across too many places. Local directors handled billing differently, ceremonies varied in format and cost, and with no centralized system, the finance team had to reconcile these variations by hand. Reports were pulled manually, payment statuses lived in spreadsheets, and tasks were tracked in inboxes or notebooks. Without one view of receivables, it was hard to spot risk early or track performance.

Kolleno’s intelligent dunning workflows let Sereni automate collections without giving up the empathy its work depends on. Using rules based on invoice age, client behavior, and tone, the team built reminder sequences that start soft and informative, then escalate gradually and respectfully. Each message uses language that fits the moment and the relationship, so it feels professional and considered rather than automated.

To bring everything into one place, Kolleno connected natively with Microsoft Dynamics 365 Business Central. Invoices now flow into Kolleno in real time, and payments flow straight back into Dynamics, with no double entry or spreadsheet reconciliation. Kolleno’s built in task manager gives the team one shared workspace where every task is logged, assigned, and tracked, so everyone can see what is in progress, what is overdue, and what comes next.

For clients, Kolleno’s secure payments portal removed the friction from settling an invoice. Each client receives a personalized link to a branded payment page where they can see what they owe, review their payment history, and pay by credit card or bank transfer via open banking. The portal is available 24/7 on desktop and mobile, and the whole process takes just minutes.

In just a few months, the team went from juggling manual tasks and delicate conversations to running a smooth, structured, and fully integrated AR process. 93% of payments are now collected on time within six months, median days late are down 38%, and the team saves 8 hours every week on manual AR tasks.

The client experience improved just as much. Payment queries dropped significantly, with far fewer emails asking for invoice copies, clarifications, or banking details. Collections moved faster too, turning delays of days or even weeks into same day settlements.

Inside the team, the change is just as clear. Nobody wastes time checking two systems for accuracy, and managers can review workloads, reassign tasks as priorities shift, and keep things moving during absences or handovers. With real time data, automated workflows, and seamless ERP integration, Sereni now has a system that supports growth while respecting the compassion and care at the heart of its work.