Industry: Managed IT Services
Saving millions by eliminating interchange costs
How a managed IT services provider unlocked permanent annual savings and freed staff from manual processes.
Annual savings
Card acceptance costs
Customer locations
The Challenge
The cascading consequences of a fragmented payment experience
A national managed services provider had set a clear goal: be the easiest company in their industry to work with. Their payment experience was making that impossible. Multiple vendors. A disconnected customer journey. Costs and inefficiencies that compounded every month.
- Absorbing $3M annually in card processing fees with no way to recover them
- 60% of payers using checks because the digital options weren’t good enough
- Manual work piling up as staff updated payment methods by hand and collections overhead grew
The vendors weren’t helping
The incumbent payment providers were outdated and inflexible. When the MSP needed to adapt, the vendors couldn’t keep up. When they needed support, they got a ticket.
- No ability to add convenience fees
- Payers couldn’t make simple account changes
- Rigid payment flows with zero scalability
- Slow, unresponsive support that left problems unresolved
What they needed was a modern receivables solution that included flexible customer fees, gave customers more self-serve options to manage their payment experience and freed up their staff from unnecessary support requests — all inside their own platform.
The solution
A unified self-service experience that cut costs
They switched to DirectBiller. Convenience fees went live. Card acceptance cost dropped to zero. Meanwhile, payers could manage changes to their own accounts. The telcom’s AR staff stopped updating payment methods by hand.
Built to integrate mid-stream
The MSP was already mid-migration to a new ERP when they made the switch. DirectBiller integrated simply, without delaying launch. The MSP owned the customer experience end to end. Customers saw each transaction the moment it cleared.
- Real-time postback: every payment confirmed instantly
- Pre-integrated payment channels from day one
- A dedicated support team to questions as they came up
- API integration: the MSP controls the experience
The results
An immediate, compounding business impact
By fully eliminating card acceptance costs, the MSP immediately started saving $3M per year.
At the same time, they met their goal of providing a more convenient, easier payment experience. Payers took advantage of new self-service options, with check payments falling off dramatically. The MSP’s AR team took advantage of the reduced customer support needs to focus their time on more strategic initiatives.
A lasting difference
$3M saved annually in interchange costs
Faster cash flow with higher online payment adoption
Reduced check payments and manual processes
“This wasn’t a one-time saving. The MSP created a permanent cost advantage. Every transaction, every month, from here on out.”
— Joey Fitzgibbons, VP of Customer Success, Aliaswire
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