Simplifying Payment Collections for a Professional Services firm in Healthcare with ChargeOn

Business Overview 

The client is an Ohio-based senior placement and care coordination service firm founded in 2021. The organization serves seniors and families across the nearby local areas. 

The organization assists elderly individuals in transitioning safely from home to various care facilities, including assisted living, memory care, and skilled nursing. They also offer medicaid programs, VA benefits, healthcare coordination, downsizing, legal documentation, and transportation. The client mainly receives referrals from hospitals and healthcare providers.  They collaborate with case managers and social workers to create appropriate discharge plans. Their services are free to clients and families, as they earn revenue through referral fees paid by care facilities upon successful placement.

Reason for Collaboration 

Our client transitioned from their legacy CRM to Salesforce, recognizing the need for enhanced integration, customization, and automation capabilities. This transition required implementing a comprehensive payment solution to address multiple operational gaps:

• Payment automation for direct Stripe charges linked to Customer IDs
• Subscription billing for ongoing care coordination and facility management fees
• Automated payment link generation with a “Request Payment” button within Opportunity records
• Quote-to-payment integration to streamline the proposal-to-invoice workflow

The client demanded a solution that could handle their complex referral fee structures, facility-based billing, and multi-party payment scenarios while maintaining compliance and operational efficiency.

Challenges 

Fragmented Payment Collection Without Customer ID Linking

The client’s team manually recorded payments from various channels in separate spreadsheets disconnected from their legacy CRM, leading to hundreds of untracked payments each month. 

Manual Subscription Billing and Missed Recurring Cycles

Ongoing care coordination services demanded recurring billing, but the client’s legacy CRM lacked subscription automation. The client’s team had to send reminders to the clients who missed their payments manually. 

No Fallback Payment Options When Primary Gateway Fails

Due to the client’s reliance on a single payment gateway, Stripe, they faced halted payments whenever the gateway encountered issues. Due to declining transactions, staff had to manually ask clients to retry or switch payment methods. The client’s team spent significant time troubleshooting declined payments and handling retries manually. 

Quote Management is Completely Disconnected from Payments

The client’s team sent emails with ‘call to proceed’ instructions due to no automated workflows for payment collection. The clients approved and made payments via phone or through generic links. The payments were tracked manually in different systems, leading to confusion and email clutter. 

Solutions 

We integrated ChargeOn with Stripe in Salesforce to enable subscription billing, support payment links, and facilitate a multi-gateway fallback mechanism. This enabled Salesforce automation, quote management, and streamlined everything from payment collection and client billing to quote tracking and customer engagement, removing manual administration. 

Payment Automation and Customer ID Synchronization

We integrated ChargeOn in Salesforce CRM and with Stripe to enable direct charges, automated payment link generation through the “Request Payment” button, and automatic sync of Customer IDs from Salesforce Accounts and Opportunities. The payment details and transaction logs are stored natively within Salesforce, ensuring all payment events are linked to the right client record.

Subscription Billing Automation

Using ChargeOn’s subscription billing feature, we enabled recurring billing for facility management and care coordination fees. These are automatically invoiced, collected, and tracked in the system. With this, the client was able to send auto-reminders and one-click payment links, reducing manual cycles and service interruptions.

Backup Payment Gateway Setup 

ChargeOn enabled multi-gateway orchestration to automatically route failed payments from Stripe to a backup gateway, minimizing declines and abandoned payments. The client’s team was notified only when manual intervention was truly required. It improved the payer experience and reduced lost revenue.

Benefits

• 70% reduction in manual payment entry effort.
• 35% increase in successful payment collections.
• 30% decrease in payment failures with the fallback gateway.
• 40% fewer billing errors through automation.
• 60% less manual effort on subscription renewals.
• 90% accuracy in payment reporting.