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Plumbing Distributors Inc.

Plumbing distributor drives electronic adoption and customer satisfaction



Electronic payments in one year

Customer satisfaction

The Challenge

Plumbing Distributors Inc. (PDI) was founded in 1973 in Lawrenceville, Georgia and is a leading wholesale distributor in kitchen, bath and lighting showroom expertise. They have seven locations to service their customers who include a large variety of local businesses from independent plumbers, developers, mechanical contractors and individual homeowners.

As PDI expanded, it was clear that their customers required a more streamlined method to pay invoices. Initially, they managed all invoice delivery by routinely printing invoices in house. They wanted to simplify the payment process for customers and provide the flexibility to pay at their convenience with electronic invoice delivery and payment options, while providing a user-friendly solution that would align invoices across all locations.

The Solution

PDI partnered with Billtrust because of their solutions’ ability to improve their manual in-house invoicing operation, and offer customers flexibility in electronic invoice delivery and payments. To help shrink their paper billing and drive more electronic payments, they began routing invoices through Billtrust’s invoicing and payments portal, which allows users to pay multiple vendors online. With this solution, PDI could easily track customer payments in one central location and customers could pay invoices how they wanted.

The Results

After only three months using Billtrust’s solutions, PDI had increased electronic adoption to 47%. Starting in 2017, they engaged in Billtrust’s electronic adoption email and calling campaigns, and improved their invoice electronic presement by 35% in one just year, bringing their customer invoice electronic presentment up to 78%. These engagement tactics also increased their electronic payments adoption by 67%. With all of these changes, they also saw a noticeable increase in their customer satisfaction.

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