Axela Technologies addresses the challenges of costly and ineffective collections by revolutionizing the process through innovative technology. Focused on the intricacies of real estate-related accounts receivable, Axela integrates seamlessly with leading accounting software providers to monitor Accounts Receivable and intelligently notify clients about necessary escalations to third-party collections. The software eliminates the manual burden of checking owner balances and offers in its place a streamlined solution. At the core of Axela's approach is a commitment to respectful engagement with property owners using a combination of notifications, phone calls, and online tools. Recognizing the discomfort associated with collection calls, Axela provides an online portal where owners can access their accounts to resolve delinquencies at their own pace. Additionally, owners can opt-in to receive email and text notifications, enhancing the overall effectiveness and efficiency of the collections process.
Amongst the requirements that Axela expressed a need for was connectivity between their Sales, Client Relations, Operations and Support teams to create a single united workflow in a cohesive environment. Axela also needed to prioritize outreach received via Outlook for outstanding cases, as well as a custom queue for this workflow. Finally, Axela sought the creation of a process to identify and prioritize the untapped potential of their existing market.
The client required a revamp to their Sales Cloud solution, including the addition of client success metrics and the tracking of cases from creation to conclusion. The client needed the ability to have emails sent by clients requesting assistance lead to the creation of actionable Cases in Salesforce. Axela also requested that we build prioritization into this case tracking to ensure that cases pending client response or follow-up are brought to the attention of their team in a timely manner.
After detailed discussion with Axela, Caddie Inc. was able to architect a support ticketing process that created new cases based on incoming emails, converting them into cases that followed the outlined workflow and allowed for robust tracking. Caddie ensured that cases coming in flowed in such a way that they had high visibility, allowing them to address their own clients’ concerns efficiently and effectively. This included the creation and implementation of a custom priority system to ensure worked tickets with new responses were cycled to the top of the queue to increase their visibility using automation tools. As part of this process, Caddie Inc. also built out the ecosystem of Axela Technologies’ user permissions and ticket delegation based on the desired throughput process of the client. Ultimately, the client was very satisfied with the results and had this to say about their experience with Caddie Inc.
“Caddie is the gold standard for all your Salesforce wants and needs. Their estimated implementations were completed ahead of schedule. While diligently notating my requests and fulfilling them, they also provided their industry expertise suggesting solutions/implementations that I did not even know existed further bettering my team’s usage of Salesforce. Do not look anywhere else. Caddie is the only way to go!”
- Griffin Jordan, Director of Client Success at Axela Technologies
