Setting up new invoicing customers
A common scenario at Din Bil’s service centers is a customer needing to pay by invoice, typically when bringing a company car in for service.
Setting up invoicing so the customer can drive away in their car or receive a new part was a manual process that involved the customer, the customer’s employer and multiple Din Bil departments.
The shortest lead time to activate an invoice customer was one full working day, and could easily take days or even weeks.
Filling out and processing a paper form with the customer’s information was just the beginning. Also required: company information for the customer’s employer, including verification of the party authorised to act on their behalf, and a credit request and assessment. Approvals and signatures are needed from multiple parties, requiring numerous manual steps which could include phone calls, emails and even sending documents by post.
Another issue was the credit assessment process, which was imprecise and unreliable, as it offered few credit limit options: SEK 10,000, 20,000 and 30,000. And it wasn’t necessarily clear to the company signer who in their staff had applied for the credit.
Din Bil needed a new onboarding process. They were looking for a way to activate new invoicing customers much faster, a process to increase customer satisfaction while minimising admin touch. And they needed better quality assurance both for the credit assessment process, and for ensuring that the right person and the right number of people sign the agreement.