Should you text customers about overdue invoices?

The Problem: Why This Matters to Finance Teams

In the dynamic world of B2B transactions, ensuring timely payments is crucial for maintaining cash flow. Finance teams often face the challenge of email communication being ignored, despite having the customer's mobile number. Text messages, with their high open rates, present a tempting alternative. However, the direct nature of texting can feel intrusive and potentially damage customer relationships if not handled with care. This is a critical issue for companies relying on consistent cash flow, as alienating customers can have long-term repercussions beyond a single payment cycle.

How Most Providers Handle It Today

Most accounts receivable solutions in the market today still rely heavily on email reminders, often treating them as the primary mode of communication for overdue invoices. Some platforms offer the option to send text messages, but these are typically left to the discretion of the user without strategic guidance. This approach risks either overusing text messages, potentially overwhelming or annoying customers, or underusing them, missing an opportunity to prompt action. Additionally, many solutions lack integration with past customer interactions, leading to inconsistent messaging and less effective follow-ups.

ARPilot's Approach: How It Solves the Problem Differently

ARPilot addresses the challenges of overdue invoice communication with a refined approach that leverages AI and human oversight. Instead of sending text messages indiscriminately, ARPilot reserves this channel as a later step in the communication sequence. The AI analyzes the customer's past responsiveness to determine the optimal timing for a text message, ensuring it is sent to those most likely to benefit from it. Every communication, whether via email or text, is queued for human approval, preserving the personal touch and ensuring appropriateness before reaching the customer. This strategic approach differentiates ARPilot by integrating customer relationship management with accounts receivable processes, ensuring that every interaction is both effective and respectful.

Key Benefits and Measurable Outcomes

ARPilot’s approach to overdue invoice communication offers several key benefits:

• High Read Rates: By strategically using text messages, ARPilot ensures messages are read when emails go unnoticed, increasing the likelihood of prompt payment.
• Customer Relationship Preservation: Human approval for all communications prevents potential damage to relationships from overly aggressive reminders.
• Data-Driven Decisions: AI-driven insights based on historical responsiveness ensure that messages are sent to the right customers at the right time.
• Consistent Messaging: Whether through email or text, ARPilot maintains consistent, professional language, reinforcing brand integrity.
• Comprehensive Logging: Every communication is logged against the customer account, providing a clear audit trail and actionable insights for future interactions.

FAQ

Is texting customers about overdue invoices effective?

Yes, texting can be highly effective due to its high open and read rates, especially when emails are ignored. However, it should be used strategically and not as the first line of communication to avoid overwhelming customers.

How does ARPilot determine when to send a text message?

ARPilot uses AI to analyze past customer interactions to determine the optimal timing for sending text messages. This ensures that texts are sent when they are most likely to prompt a response.

Can ARPilot integrate with existing systems like QuickBooks Online?

Yes, ARPilot integrates seamlessly with QuickBooks Online through bidirectional syncing. It can also connect to other systems via REST API, CSV import, or a custom adapter under an Enterprise agreement.

How does human approval work in ARPilot's communication process?

Every communication drafted by ARPilot's AI is queued for human approval before being sent to the customer. This ensures that all messages are appropriate and maintain the desired tone.

What are the pricing options for ARPilot?

ARPilot offers a free tier for up to 10 invoices a month, with paid plans starting at $99 per month. The Professional plan, which includes API access, is priced at $299 per month. Enterprise pricing is available upon request and includes a negotiated SLA.