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Johnstone Supply

Distribution company improves customer satisfaction

Outcomes

72% ELECTRONIC PRESENTMENT
Achieved

REDUCED
Costs

IMPROVED
Customer satisfaction

SIMPLIFIED
Processes

The Challenge

Johnstone Supply provides products, services and consulting for its customers’ HVAC/R needs. The company has 400 locations across the U.S., and prides itself on its capability to serve as an HVAC/R resource to contractors of all sizes from start to finish.

Prior to working with Billtrust, Johnstone Supply employed their own electronic billing software. However, the company faced challenges promoting electronic billing to their customers and encouraging them to convert from paper billing. This forced the billing team to continue using manual processes that increased costs.

The Solution

Billtrust was able to act as a one-stop shop for Johnstone Supply by providing electronic invoicing software, as well as a marketing strategy to convert their customers to electronic. Billtrust’s electronic adoption best practices were perfect for helping Johnstone to further increase their customers’ use of electronic invoicing channels. Ultimately, by offering a simple, online payment process, they saw an increase in both electronic invoicing and payments.

The Results

With the help of Billtrust’s automated solutions and their electronic adoption team, Johnstone went from a 53% customer electronic presentment rate to a 72%. In addition, they also saw a 15% increase in electronic payments. With a decrease in manual payment processing, the company was able to reduce costs associated with printing and mailing. Lastly, having a new, simplified process enabled the company to provide a higher quality of service for their customers.

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