How PlayPlay saves 46+ hours per month with Upflow

PlayPlay, the online video creation solution, faced growing challenges managing increasing customer volumes and receiving timely invoice payments. Their previous reliance on manual processes and multiple disconnected tools made it difficult to scale efficiently.

0

new hires to manage cash collection, with a significant increase in invoice volume

46+

hours per month saved, thanks to 100% automated follow-up emails in cash collection process

65%

average open rate on collection emails

Mission statement

With PlayPlay, marketing and communication teams easily transform any message into engaging video stories—no editing skills required.

FTEs

250

Industry

Software Development

Offices

New York, Paris, Berlin

Stack integrated with Upflow:

Netsuite

Growth was creating accounts receivable complexity for PlayPlay

Prior to Upflow, PlayPlay's cash collection process was a ticking time bomb as their customer base grew. Their biggest challenge was the lack of scalability in their existing process. Everything was done manually – laborious invoice follow-up emails managed through spreadsheets. This fragmented approach offered limited visibility into real-time cash collection activities.

Compounding the problem were disconnected tools. PlayPlay's accounting software only integrated with their bank balances during monthly closings. This meant Camille Moreaud, the Revenue Operations Manager, was essentially flying blind. They lacked a clear real-time picture of outstanding invoices, making it impossible to proactively manage cash flow.

The situation was further hampered by limited resources. With just two people on the finance team, the burden of manual follow-up emails left them with little time for strategic tasks. PlayPlay urgently needed a solution that could automate workflows, centralize data, and free up their team's valuable time.

As Camille says herself: "We were leaving money on the table".

We were leaving money on the table.

Step 1: Choosing the right accounts receivable solution

When PlayPlay sought to improve their cash collection process, several factors led them to choose Upflow.

Scalability was a critical factor for PlayPlay's growing business. Upflow efficiently handled their increasing invoice volume, without compromising performance. And Upflow's collaborative features further enhanced their cash collection efforts. Team members could now work together seamlessly, avoiding information loss and ensuring a more streamlined collection process.

A significant advantage of Upflow was its ability to centralize all customer interactions. From emails and calls to postal mail, Camille could see how Upflow would provide a unified platform for cash collection for the entire team, encompassing finance, sales, and customer success. This centralized approach would help eliminate information silos and facilitate a more collaborative effort in managing cash collection.

Another key benefit was Upflow's customizable reminder strategies and workflows. PlayPlay liked the idea of tailoring reminder emails based on customer location and payment method. For instance, they could send friendly reminders to US customers closer to the due date, while using a more formal tone for French public administration clients. This flexibility ensured appropriate communication across their diverse customer base.

And finally, PlayPlay valued the positive interaction they had with the Upflow sales team. Their experience fostered confidence in Upflow as a long-term partner.

Step 2: Shifting to NetSuite for billing and accounting

PlayPlay's growing customer base and revenue demanded a more scalable solution for billing and accounting. With Upflow already up and running for AR and cash collection, PlayPlay felt the time was right to make the switch to NetSuite.

Their previous billing software had become cost-prohibitive as invoice volume increased, with pricing based on total amount billed.

NetSuite offered a compelling alternative – a single, unified platform for all their billing and accounting needs. This consolidation eliminated the need for multiple tools across their three international subsidiaries (France, Germany, and the US), streamlining financial processes and increasing efficiency.

The good news for PlayPlay was that Upflow already had a proven native integration with NetSuite, with the Upflow and NetSuite teams having worked closely together for many years.

“In just 10 seconds everything was connected…The really good thing is that this integration brings visibility”, notes Camille. “We cannot pay for a NetSuite user access for every CS team member or sales team member. But with Upflow, we can add them so they can see their customer invoices and payments. I'd say that's the best advantage I see.”

The ability to add unlimited users regardless of their Upflow pricing package has been a real game changer for PlayPlay in ensuring everyone’s on the same page in their cash collection efforts.

We cannot pay for a NetSuite user access for every CS team member or sales team member. But with Upflow, we can add them so they can see their customer invoices and payments.

Measurable results with Upflow

PlayPlay's experience with Upflow showcases the power of a strategic cash collection solution. Here's a deeper dive into how Upflow has specifically addressed PlayPlay's needs, backed by the impressive results they've achieved:

Increased efficiency and time savings: PlayPlay previously relied on manual follow-up emails for outstanding invoices. Upflow's automation has taken over this task entirely. PlayPlay now automates 100% of their email follow-ups, freeing up valuable finance team time. In fact, taking the average number of automated actions from January to June 2024, we can confidently estimate PlayPlay saves an average of 46 hours per month. That’s more than an entire week per month saved by automation! Camille highlights the impact: "The main impact of Upflow is the time saving because 100% of the follow up emails are now processed automatically. So now I am able to prioritize more strategic actions - there's no more manual follow up."
Stable DSO (Days Sales Outstanding) while scaling: Days Sales Outstanding (DSO) is a key metric for cash flow health. A rising DSO indicates customers are taking longer to pay, which can strain a company's finances. With Upflow, PlayPlay's impressive achievement is stabilizing their DSO even while experiencing customer volume growth and without adding headcount to their cash collection team. This showcases Upflow's effectiveness in accelerating payments. With stable DSO, PlayPlay can scale their business with confidence, knowing their cash flow won't be squeezed by slow collections.

Now I am able to prioritize more strategic actions - there's no more manual follow up.

The power of proactive customer communication

Upfront communication is essential for maintaining positive customer relationships.

Through Upflow, PlayPlay have seen an impressive 65% average open rate on automated reminder emails, ensuring their invoices are seen and addressed promptly by customers.

Via integrations with email providers, Upflow enables automated emails to be sent from a specific person, rather than simply a generic ‘finance@’ or ‘noreply@’ email address.

This not only eliminates potential misunderstandings and delays, but fosters ‘person-to-person’ communication and a smoother payment experience for customers. The high open rate also reduces the need for reactive collection efforts from PlayPlay, saving them additional time and resources.

PlayPlay’s favorite Upflow features

PlayPlay's success with Upflow hinges on a combination of powerful features that address their specific needs. Here's a closer look at the specific features and why they are so valuable for PlayPlay's business:

1. Automated reminders & actions: Automated reminder plans were a key factor in choosing Upflow. This set of features allowed PlayPlay to automate essential communication with customers throughout the collection process, ensuring timely follow-up without the need for manual intervention.

2. Multi-channel communication: Upflow's multi-channel capabilities allow PlayPlay to consolidate all communication efforts within a single platform. This means PlayPlay can not only automate email reminders but can also make and log calls directly within Upflow. This centralized approach has streamlined the collection process, improving visibility into customer interactions, and has ensured all communication history is readily available for reference.

3. Powerful analytics: PlayPlay particularly values Upflow's clear and actionable analytics dashboards. These features provide real-time insights into PlayPlay's collection performance, allowing them to easily track KPIs and identify areas for improvement. "We can have a consolidated view of all our subsidiaries. So this is a way to be better informed and to take better decisions”, notes Camille.

4. Native NetSuite integration: As a NetSuite user, PlayPlay benefits greatly from Upflow's native integration. This seamless connection ensures data accuracy between the two platforms and has eliminated the need for manual data entry or complex integrations. Because of this PlayPlay has saved significant time and resources while maintaining data integrity.

5. Exceptional Customer Service: Upflow's responsive and supportive customer service is another key feature appreciated by PlayPlay. Camille appreciates how her Upflow account manager consistently provides prompt answers to questions and valuable suggestions for improving PlayPlay's reminder plans. This level of personalized support ensures PlayPlay gets the most out of Upflow and allows them to continuously refine their collection strategies for optimal results.

The bottom line

PlayPlay achieved significant improvements in cash collection efficiency, visibility, and team collaboration. Upflow's automated features and scalable solution freed up staff time and ensured timely payments, allowing PlayPlay to focus on growth and customer success.

Finance Teams

Say goodbye to Excel, revolutionise your collection processes. Get control of your cash flow.