A Leading IT Consulting Firm Streamlined its Service Billing in Salesforce using ChargeOn
Executive Summary
The client is a Las Vegas-based Managed Services Provider specializing in secure cloud products and services. Their specialization included service offerings related to delivering high-end cloud computing, security, and channel sales solutions to a diverse client base.
However, there were certain challenges in delivering a customer experience, specifically the lack of flexible self-service payment options. Customers were restricted by a “one-size-fits-all” payment model. With the ChargeOn implementation, the client successfully launched a secure Experience Cloud payment portal that supported partial payments and hid complex administrative settings from end-users. This transition simplified their financial operations.
Areas of Improvement
Before partnering with us, the client identified several areas where operational efficiency could be enhanced.
Inflexible Payment Structures
The client’s legacy system did not allow customers to make partial payments or multiple installments toward a single “Remaining Amount”. Customers had to pay a full invoice balance, which often caused delays in collections and resulted in losing out on customers who wanted to pay in installments.
Security Concerns in Customer Portals
Customers could see the ‘Edit Keys’ option on the standard credit card payment form. This exposure of backend settings to customers created unnecessary security risks and a cluttered user interface.
Broken Experience Cloud User Experience
When customers logged in as Experience Cloud users, they often encountered blank pop-up windows when attempting to initiate payments. This technical issue forced customers to rely on manual, offline methods to settle their accounts, increasing the administrative burden on the client’s team.
How ChargeOn Helped?
We customized ChargeOn for the client to meet their unique business requirements and deliver optimal efficiency in their payment workflows.
Enabling Flexible Installments via Invoice Management
The client standardized its billing process using ChargeOn’s Invoice generation feature. It supports partial and staged payments, allowing the system to track ‘Paid Amount’ versus ‘Balance Due’ in real-time. This simplified the client’s requirement for multiple payments against a single record.
Securing the Customer Interface through Customization
We customized the Lightning Web Components (LWC) used for payments. With this, the client was able to hide the ‘Edit Keys’ link, providing a clean and secure ‘Card Payment’ form for their customers.
Enabling Secure Self-Service in the Customer Portal
By using ChargeOn’s custom mapping, we added a secure ‘Pay Now’ feature that is the payment component directly into the Salesforce Customer Community. This integration fixed the issue of blank windows and displayed a payment form. The customers were able to enter their payment details and finish transactions on their own through a reliable, smooth checkout process.
Benefits
- 90% Increase in Self-Service Adoption
- 75% Reduction in Payment Friction
- 100% Secure UI
- 50% Faster Payment Collection Cycles
- Zero Data Silos
Ready to standardize your billing and make it effortless as your services are? Contact our experts today
