Express Employment Professionals

Products

Challenge: Continuous Exception Handling 

Express Employment Professionals help businesses move faster with smart staffing. Behind the scenes, however, their accounts receivable (AR) solution wasn’t fit for the job, which led them to seek out a partner for complete accounts receivable automation. 

The company had previously been working with another AR software, but the results were underwhelming – particularly when it came to cash application processes used to match ACH payments with their associated invoices. Their match rate hovered between 20-30%, keeping the AR team stuck in continuous cycles of exception handling.  

That’s what put them on the search for something better, and they found it in Billtrust.  

“After seeing Billtrust’s correlation capabilities for ACH, we sealed the deal,” said Angela Richards, Director of Corporate Accounting, Express Employment Professionals.  

What followed was a multi-year transformation that redefined their AR operation. 

Solution: AR Automation across 800 Offices 

Just as their cash application transformation began, an urgent need to accept virtual credit card payments shifted priorities. Billtrust stepped in with flexibility and support from day one. 

“They helped us solve our credit card crisis first, without hesitation,” explained Richards. “It was our first real test of the relationship, and it confirmed that we’d chosen the right partner. After that, we picked up right where we left off on cash applications.”  

From there, Express Employment continued their path forward, progressing from online payments and cash application to collections and credit card surcharging. The goal: build a comprehensive, centralized AR system that improved accuracy, efficiency, and unapplied cash. 

The Billtrust platform was rolled out across 800+ offices, with each one handling its own collections practice. “Billtrust worked with us to make implementation as smooth as it could be, and it went very smoothly,” reported Richards. 

Result: Centralization Simplifies and Saves 75% 

Today, Billtrust handles nearly all aspects of the organization’s accounts receivable operation.  

“Aside from our ERP system, we’ve never had all our receivables running through a system like this before,” said Richards. “Billtrust has delivered efficiencies and flexibility we’ve never had. It’s been a game-changer.” 

After the Cash Application automation solution went live, the company’s ACH match rate tripled, skyrocketing from 20-30% with the previous provider to 70% with Billtrust.  

This was the breakthrough in efficiency the team had been waiting for. Eight team members saved at least 5 hours per week on payment processing activities alone – an estimated 2,000+ hours in productivity gains annually.  

“Our match rate tripled, and we save 2,000 hours annually. Exceptions that used to take most of the morning are now done in minutes,” Richards said. “It has reduced stress, reduced turnover, and completely changed the morale and how our team operates.” 

Flexibility, Compliance, Cost Savings with Billtrust Payments 

Billtrust’s Payments solution gave the team both flexibility and compliance. Surcharging capabilities can be customized for each customer segment, which helps companies like Express Employment cater to the unique needs of their high-value clients. Plus, PCI DSS compliance is a built-in feature, reducing burdens on the AR team. 

“We needed to make sure all our I’s were dotted and T’s were crossed,” explained Richards. “Billtrust gave us confidence that we were implementing something fully compliant with PCI DSS but still adaptable for our clients.”  

And then there’s the cost savings. Since implementing a surcharging program, Express Employment has cut their credit card acceptance costs by 75%. The organization funneled those savings straight into the expansion of their AR digital transformation, offering the Billtrust Collections automation solution to all 800 offices without touching their budget. “That was a huge win,” Richards said, “especially considering the scope.”  

Superior Collections Experiences across 800+ Offices  

Express Employment has 800+ independently operated collections offices. Implementation could have been a logistical nightmare, but Billtrust ensured a smooth transition from start to finish. 

“I still get emails every week from our offices saying how much they love the Billtrust tool. It’s extremely user-friendly and saves them so much time,” Richards said emphasizing the flexibility of the solution. “It’s the little things that elevate the experience, like having the right letterhead, fine-tuned messaging, and office-specific customizations. For our field teams, those details make all the difference.” 

The difference is also felt by customers. “We’ve gotten a lot of great feedback from customers on the templates,” Richards noted. “They’re professional, easy to read, and make communication much smoother.” 

What’s Next? 

Billtrust’s deep partnership has made Express Employment’s first stop when new challenges – and opportunities – arise. “We’re constantly talking about what’s next. The list isn’t done, and Billtrust is always part of the conversation,” Richards stated.  

One area she’s particularly excited about is Artificial Intelligence (AI).  

“AI is fundamentally changing AR, and we know Billtrust is innovating in that area. We’re eager to see how that plays out in the tools we’re already using,” she said. “The Billtrust platform has become our world. It’s critical to our daily work, and it’s shaping the future of how we run accounts receivable.”