Stop Making it Hard to Get Paid: Rethinking AR as a Customer Experience Priority
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07 Jul, 2025
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9 min read
When we talk about customer experience, finance isn't usually the first topic that comes to mind. In my view, it plays a crucial role because your billing and collections process has a direct and significant effect on the quality of your customer experience.
At System1A, we work with finance teams every day who've inherited legacy processes, inconsistent documentation, and clunky month-end routines. These pain points result in messy customer journeys, right at the moment when your business is expecting to get paid.
We built our Accounts Receivable (AR) automation platform with a unique but simple mindset: make it as easy as possible for your clients to pay you. That single goal has allowed us to eliminate the unnecessary friction from the collections process and turn a financial function into a positive customer touchpoint.
The Real Customer Experience Problem in Accounts Receivables (AR)
On paper, accounts receivable is simple: send the invoice, get paid. In reality, things are never that clean. Payments are delayed, customers query charges, and supporting documentation gets lost in a trail of emails.
Globally, more than 55% of B2B invoiced sales are overdue, according to a 2023 study by Atradius. In some regions, that number climbs even higher.
This moves beyond just a cash flow risk, but has a detrimental effect on your customer experience. If your client's Account Payable (AP) team can't find the invoice, the delivery note, or the credit note because your team is scrambling to attach the right docs, you're no longer a priority to pay. You're a frustration to avoid.
That's a serious problem. In B2B, where companies pay dozens of suppliers every week, that pushes you to the back of the queue.
How Automation Changes the Game
System1A automates AR processes with a strong focus on customer clarity. We help finance teams streamline their internal workflows, and present a more transparent, professional, and responsive face to the customer.
Here's how it works:
The key is structure. Our system sits on top of your ERP and uses real-time data to automatically regenerate documentation, track communication, and flag issues before they become delays.
Real-World Impact: Faster Payments, Fewer Disputes
We've seen clients reduce their debtor days by up to 40% after implementing System1A. This is because our system places great emphasis on making it easier for customers to pay what's owed, an aspect that seems frustratingly lacking in conventional AR processes where the customer experience is often overlooked.
When documentation is clear and instantly accessible, payment cycles accelerate. When queries can be answered in one click without endless back-and-forth, trust increases. When your AR team isn't buried under admin, they can focus on the clients who actually need their attention.
That's a mindset shift: let automation handle the rule-followers so your team can focus on the exceptions. It's in the exception cases (disputes, delays, breakdowns) where the customer experience is won or lost.
The Industry Is Catching On
There's a reason 62% of companies are planning to upgrade their AR-related technology in 2024, as seen in the Revelwood 2024 survey. Businesses are recognising that cash flow, CX, and AR performance are all deeply linked.
The risk of doing nothing is real.
The European Commission estimates that 25% of business bankruptcies in the EU are caused by late payments, based on their analysis of commercial transaction data. When your process slows down your own receivables or causes friction with your customers, you increase the likelihood of delayed payments, strained client relationships, and ultimately, impaired cash flow.
We asked the experts:
How are you Leveraging Automation in Your Accounts Receivable Processes to Improve Your Customer Experience?
Litzy Chase, CTO, Wales Rentals
We implemented AI-driven automation into our accounts receivable process for invoicing, payment reminders, and collections. When a booking is completed, the system creates an invoice, sends it to the customer, and records it in our accounting system. If not paid within a predetermined timeframe, automated and personalized reminders go out.
They have different tones and messaging depending on the stage of life cycle — from gentle suggestions to last-ditch efforts — and include self-service payment links for easy remittance. We also deployed AI cash flow forecasting. The system considers the typical payment patterns, customer history, and seasonal trends to predict late payments and adjust the communication accordingly. This helps us stay on top of potential cash flow roadblocks without escalating or frustrating customers. The results were substantial. Our DSO dropped 22% and on-time payments improved dramatically.
Customers appreciate the clarity and ease, and we don't have to chase unpaid balances as much. The big takeaway here is automation can and should complement human review. We have settings where a human has to take over such as high-value clients, or when patterns vary from forecast. Another learning was tone is everything. Even automated reminders must be polite and human. Finally, take the time to think through workflows well upfront. Well-designed and deliberate logic at the beginning saves countless hours in the long run.
Eugene Mischenko, President, E-Commerce & Digital Marketing Association
Automation in accounts receivable has become a cornerstone of operational efficiency and growth in many organizations I've advised. When I work with companies - from established multinationals to high-growth startups - the goal is always to remove friction both for the business and its customers, while tightening the cash conversion cycle. The most effective automation strategies I've seen combine invoice generation, payment reminders, and integrated payment processing in a single unified platform.
This setup ensures that invoices are issued instantly, follow-up communications are consistent, and customers can settle payments through their preferred channels without delay. The impact on customer experience is tangible. Automated, timely reminders reduce confusion and disputes, while self-serve payment portals give customers flexibility and control. The frictionless process often translates into stronger client relationships; customers appreciate transparency and promptness, which reflects well on your brand. From a cash flow perspective, automation reduces DSO and increases predictability. In one case, a mid-sized B2B distributor I worked with saw overdue receivables drop by 40 percent within a quarter, simply by shifting from manual chasing to a rules-based automated approach.
This allowed the finance team to focus on exceptions and customer service, not repetitive tasks. There are key lessons here. First, automation must be aligned with the realities of your customer base; over-automation can feel impersonal, so I advise maintaining human touchpoints for escalations or special cases. Second, integration with your CRM and ERP systems is critical - fragmented data or inconsistent messaging can undermine the benefits. Third, always monitor the process after implementation.
Metrics such as collection rates, average days to pay, and customer satisfaction scores should guide continuous improvement. Leading ECDMA's digital transformation initiatives, and seeing how top performers approach receivables, I can say that the winners are those who treat automation as a means to customer-centricity and business resilience, not just cost-cutting. When approached strategically, automation in accounts receivable becomes a lever for both growth and loyalty.
Nikita Sherbina, Co-Founder & CEO, AIScreen
We implemented an automated invoice reminder system integrated with our CRM that sends personalized payment prompts at set intervals before and after due dates. This reduced manual follow-ups, allowing our team to focus on more complex cases. On the customer side, it improved transparency: clients appreciated the timely, clear communication without feeling pressured. Since launching, our average days' sales outstanding dropped by 15%, boosting cash flow predictability. One lesson I've learned is to balance automation with a human touch; for example, when a payment is late beyond a threshold, a personalized outreach from an account manager kicks in. Also, continuously monitoring the messaging tone ensures reminders feel helpful rather than annoying. Automation isn't about replacing people but enabling smarter, more empathetic collections.
Max Shak, Founder/CEO, Zapiy
At Zapiy.com, automation has become a quiet but powerful ally in how we manage accounts receivable, and it's had a direct, positive impact on both customer experience and cash flow stability. One specific tool we've implemented is automated payment reminders through our invoicing platform, paired with integrations into our CRM. Rather than manually chasing overdue invoices or sending generic emails, our system automatically triggers personalized, polite reminders based on due dates and customer profiles.
It sounds simple, but the results have been significant. First, it's improved our collections performance. Our average days outstanding have gone down because we're no longer relying on someone remembering to follow up, it happens consistently, without the awkwardness or delays. But equally important, it's improved the customer experience. The reminders are professional, consistent, and non-intrusive. Customers appreciate the clarity, and we avoid the tension that comes from last-minute or overdue payment surprises. A key lesson I've learned is that automation works best when it still feels human.
We took the time to write reminder templates in our brand voice: respectful, solution-oriented, never aggressive. Automation should never feel robotic; it should feel like an extension of how you naturally communicate with your customers. For anyone considering this, I'd say start small but be intentional. Look for repetitive pain points (like chasing payments) and design your automation with the customer relationship in mind, not just the transaction. When done right, it frees up your team, protects cash flow, and actually strengthens how customers perceive your business. That's been our experience, and I wouldn't go back to manual processes again.
Advice to Teams Looking to Improve AR Through Automation
If you're looking to improve your AR process and your customer experience in the process, this is the best place to start:
While cash flow matters, speed and clarity are how you protect it. AR isn't just about getting paid, it's about how you're paid. It's about removing friction and giving clients the confidence that you're organised, responsive, and easy to deal with.
That's exactly what automation makes possible when done right.
If you want to improve your customer experience, don't start with surveys or service teams. Start with how you bill, how you follow up, and how you collect.
Start with AR.
At System1A, we work with finance teams every day who've inherited legacy processes, inconsistent documentation, and clunky month-end routines. These pain points result in messy customer journeys, right at the moment when your business is expecting to get paid.
We built our Accounts Receivable (AR) automation platform with a unique but simple mindset: make it as easy as possible for your clients to pay you. That single goal has allowed us to eliminate the unnecessary friction from the collections process and turn a financial function into a positive customer touchpoint.
The Real Customer Experience Problem in Accounts Receivables (AR)
On paper, accounts receivable is simple: send the invoice, get paid. In reality, things are never that clean. Payments are delayed, customers query charges, and supporting documentation gets lost in a trail of emails.
Globally, more than 55% of B2B invoiced sales are overdue, according to a 2023 study by Atradius. In some regions, that number climbs even higher.
This moves beyond just a cash flow risk, but has a detrimental effect on your customer experience. If your client's Account Payable (AP) team can't find the invoice, the delivery note, or the credit note because your team is scrambling to attach the right docs, you're no longer a priority to pay. You're a frustration to avoid.
That's a serious problem. In B2B, where companies pay dozens of suppliers every week, that pushes you to the back of the queue.
How Automation Changes the Game
System1A automates AR processes with a strong focus on customer clarity. We help finance teams streamline their internal workflows, and present a more transparent, professional, and responsive face to the customer.
Here's how it works:
- Live Statement Links: Customers receive a digital statement link showing all open (and historical) invoices, with each one clickable to view the original invoice, delivery note, and any related documents.
- Built-In Communication: If there's a dispute or question, your customer can add a note directly on the statement. Your credit team is notified, and the conversation stays tracked on that invoice.
- Promise-to-Pay Tracking: Customers can log a promise-to-pay date right in the system. These commitments are recorded, visible to the AR team, and feed into a real-time payments calendar.
- Automatic Remittance Matching: When a payment comes in, the system helps to reconcile it against the correct invoices, removing guesswork and eliminating the common "I sent a million, what did it pay for?" headache.
The key is structure. Our system sits on top of your ERP and uses real-time data to automatically regenerate documentation, track communication, and flag issues before they become delays.
Real-World Impact: Faster Payments, Fewer Disputes
We've seen clients reduce their debtor days by up to 40% after implementing System1A. This is because our system places great emphasis on making it easier for customers to pay what's owed, an aspect that seems frustratingly lacking in conventional AR processes where the customer experience is often overlooked.
When documentation is clear and instantly accessible, payment cycles accelerate. When queries can be answered in one click without endless back-and-forth, trust increases. When your AR team isn't buried under admin, they can focus on the clients who actually need their attention.
That's a mindset shift: let automation handle the rule-followers so your team can focus on the exceptions. It's in the exception cases (disputes, delays, breakdowns) where the customer experience is won or lost.
The Industry Is Catching On
There's a reason 62% of companies are planning to upgrade their AR-related technology in 2024, as seen in the Revelwood 2024 survey. Businesses are recognising that cash flow, CX, and AR performance are all deeply linked.
The risk of doing nothing is real.
The European Commission estimates that 25% of business bankruptcies in the EU are caused by late payments, based on their analysis of commercial transaction data. When your process slows down your own receivables or causes friction with your customers, you increase the likelihood of delayed payments, strained client relationships, and ultimately, impaired cash flow.
We asked the experts:
How are you Leveraging Automation in Your Accounts Receivable Processes to Improve Your Customer Experience?
Litzy Chase, CTO, Wales Rentals
We implemented AI-driven automation into our accounts receivable process for invoicing, payment reminders, and collections. When a booking is completed, the system creates an invoice, sends it to the customer, and records it in our accounting system. If not paid within a predetermined timeframe, automated and personalized reminders go out.
They have different tones and messaging depending on the stage of life cycle — from gentle suggestions to last-ditch efforts — and include self-service payment links for easy remittance. We also deployed AI cash flow forecasting. The system considers the typical payment patterns, customer history, and seasonal trends to predict late payments and adjust the communication accordingly. This helps us stay on top of potential cash flow roadblocks without escalating or frustrating customers. The results were substantial. Our DSO dropped 22% and on-time payments improved dramatically.
Customers appreciate the clarity and ease, and we don't have to chase unpaid balances as much. The big takeaway here is automation can and should complement human review. We have settings where a human has to take over such as high-value clients, or when patterns vary from forecast. Another learning was tone is everything. Even automated reminders must be polite and human. Finally, take the time to think through workflows well upfront. Well-designed and deliberate logic at the beginning saves countless hours in the long run.
Eugene Mischenko, President, E-Commerce & Digital Marketing Association
Automation in accounts receivable has become a cornerstone of operational efficiency and growth in many organizations I've advised. When I work with companies - from established multinationals to high-growth startups - the goal is always to remove friction both for the business and its customers, while tightening the cash conversion cycle. The most effective automation strategies I've seen combine invoice generation, payment reminders, and integrated payment processing in a single unified platform.
This setup ensures that invoices are issued instantly, follow-up communications are consistent, and customers can settle payments through their preferred channels without delay. The impact on customer experience is tangible. Automated, timely reminders reduce confusion and disputes, while self-serve payment portals give customers flexibility and control. The frictionless process often translates into stronger client relationships; customers appreciate transparency and promptness, which reflects well on your brand. From a cash flow perspective, automation reduces DSO and increases predictability. In one case, a mid-sized B2B distributor I worked with saw overdue receivables drop by 40 percent within a quarter, simply by shifting from manual chasing to a rules-based automated approach.
This allowed the finance team to focus on exceptions and customer service, not repetitive tasks. There are key lessons here. First, automation must be aligned with the realities of your customer base; over-automation can feel impersonal, so I advise maintaining human touchpoints for escalations or special cases. Second, integration with your CRM and ERP systems is critical - fragmented data or inconsistent messaging can undermine the benefits. Third, always monitor the process after implementation.
Metrics such as collection rates, average days to pay, and customer satisfaction scores should guide continuous improvement. Leading ECDMA's digital transformation initiatives, and seeing how top performers approach receivables, I can say that the winners are those who treat automation as a means to customer-centricity and business resilience, not just cost-cutting. When approached strategically, automation in accounts receivable becomes a lever for both growth and loyalty.
Nikita Sherbina, Co-Founder & CEO, AIScreen
We implemented an automated invoice reminder system integrated with our CRM that sends personalized payment prompts at set intervals before and after due dates. This reduced manual follow-ups, allowing our team to focus on more complex cases. On the customer side, it improved transparency: clients appreciated the timely, clear communication without feeling pressured. Since launching, our average days' sales outstanding dropped by 15%, boosting cash flow predictability. One lesson I've learned is to balance automation with a human touch; for example, when a payment is late beyond a threshold, a personalized outreach from an account manager kicks in. Also, continuously monitoring the messaging tone ensures reminders feel helpful rather than annoying. Automation isn't about replacing people but enabling smarter, more empathetic collections.
Max Shak, Founder/CEO, Zapiy
At Zapiy.com, automation has become a quiet but powerful ally in how we manage accounts receivable, and it's had a direct, positive impact on both customer experience and cash flow stability. One specific tool we've implemented is automated payment reminders through our invoicing platform, paired with integrations into our CRM. Rather than manually chasing overdue invoices or sending generic emails, our system automatically triggers personalized, polite reminders based on due dates and customer profiles.
It sounds simple, but the results have been significant. First, it's improved our collections performance. Our average days outstanding have gone down because we're no longer relying on someone remembering to follow up, it happens consistently, without the awkwardness or delays. But equally important, it's improved the customer experience. The reminders are professional, consistent, and non-intrusive. Customers appreciate the clarity, and we avoid the tension that comes from last-minute or overdue payment surprises. A key lesson I've learned is that automation works best when it still feels human.
We took the time to write reminder templates in our brand voice: respectful, solution-oriented, never aggressive. Automation should never feel robotic; it should feel like an extension of how you naturally communicate with your customers. For anyone considering this, I'd say start small but be intentional. Look for repetitive pain points (like chasing payments) and design your automation with the customer relationship in mind, not just the transaction. When done right, it frees up your team, protects cash flow, and actually strengthens how customers perceive your business. That's been our experience, and I wouldn't go back to manual processes again.
Advice to Teams Looking to Improve AR Through Automation
If you're looking to improve your AR process and your customer experience in the process, this is the best place to start:
- Map the friction points: Where are delays happening? What's confusing your customers? Start automating there.
- Automate the standard, spotlight the exception: Don't waste time chasing clients who always pay on time. Let the system handle that, and refocus your team on the red flags.
- Get documentation in order: Your customers shouldn't have to hunt for proof of delivery or a credit note. Put it in front of them, proactively.
- Involve your CX and sales teams: They're also affected when AR is broken. Bring them into the automation discussion.
While cash flow matters, speed and clarity are how you protect it. AR isn't just about getting paid, it's about how you're paid. It's about removing friction and giving clients the confidence that you're organised, responsive, and easy to deal with.
That's exactly what automation makes possible when done right.
If you want to improve your customer experience, don't start with surveys or service teams. Start with how you bill, how you follow up, and how you collect.
Start with AR.
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