Solink provides AI-powered video intelligence that helps businesses strengthen security, reduce loss, and improve operations across more than 35,000 locations. As the company grew, its accounts receivable team had to manage more payments, more customer questions, and more exceptions without allowing manual work to slow the business down.
Before Fazeshift, customers had no self-service view of their invoices or payment history. The AR team sent invoices and statements by email, researched every account before sending an overdue notice, and manually applied payments from lockbox files. The systems involved were disconnected, leaving the team to choose between time-consuming research and the risk of contacting a customer whose payment or billing issue had not yet been reflected.
Solink implemented Fazeshift to give customers a clearer payment experience and automate the manual work behind collections and cash application. Lockbox work that previously took up to half a day could be completed in two to three minutes, reducing a broader payment-application workload Julie estimated at roughly 20 hours each week. Configurable workflows also gave the team room to keep improving how it operated.
The challenge: manual payment work and limited customer visibility
“Applying payments, even before we had grown to the level we are at now, was probably 20 hours a week of my time.”
Solink’s customers received invoices by email but could not see a current history of what they owed or what they had already paid. An enterprise customer paying 15 or 20 invoices in a month had to handle them individually. Lump-sum Stripe payments did not automatically tell the customer which invoices had been covered, creating more follow-up work for the AR team.
Collections created a second layer of manual research. Before contacting a customer, the team had to look for emails about billing modifications, account transfers, or payments already on the way. If it skipped that work, it risked sending an overdue notice that did not reflect the real situation. If it completed the research for every customer, collections consumed too much of the team’s day.
Cash application was the largest bottleneck. Julie scrolled through lockbox files, typed invoice numbers one by one, created each payment, and waited for the entries to save. The delay sometimes meant a check had been deposited but had not yet been applied when the next collections notice went out.
The solution: automate cash application while preserving customer context
“It’s unbelievable how quick it is to pull in a lockbox, fix any errors that are flagged, and have that submitted within two minutes.”
Fazeshift gave Solink one operating layer for cash application, collections workflows, and customer self-service. Lockbox files could be pulled in, reviewed for flagged exceptions, and submitted in minutes instead of requiring hours of manual entry.
The customer portal gave customers direct access to invoices and payment history, including the ability to view and pay multiple invoices together. For Solink’s AR team, that reduced manual requests for invoices, statements, and payment-application confirmation.
Solink also configured Fazeshift around the way its customers and accounts actually worked:
- Related accounts could be grouped into a consolidated balance view, filling a gap in Solink’s existing NetSuite configuration.
- Reseller, enterprise, and SMB customers could follow different collections workflows.
- Tags could pause collections when a billing modification, account transfer, or other open issue required attention.
- Closing the underlying task could remove the tag and return the account to the appropriate workflow.
- The team could identify customers using criteria such as balance and average days overdue without writing code.
These controls let Solink automate the repeatable work without removing the exceptions and judgment that matter in customer relationships.
The impact: time back, fewer errors, and growth without more hiring
“It’s kept us from needing to hire more people as we’ve continued to grow.”
With automated lockbox processing reducing work that Julie estimated had consumed roughly half of her workweek, Solink could spend more time reconciling accounts, investigating customer issues, responding faster, and managing the team. Automation made a growing workload more manageable without requiring the AR organization to grow at the same rate.
The team also moved from reacting to missed handoffs toward building repeatable controls. Solink created workflows for support restrictions, access reinstatement after payment, and a four-week non-payment process. Accounts could re-enter collections automatically after a billing task was resolved instead of remaining outside the workflow and getting lost in the shuffle.
Julie continued finding new uses for the platform nearly a year after implementation. She used the AI tag builder to identify customers with more than $1,000 outstanding and an average of more than 60 days overdue, then verified that it had found the accounts she expected.
“The more we automate, the less opportunity there is for human error.”
Why Fazeshift: configurable software and a responsive team
“It’s been a year, and I would say that I’m still finding new ways to configure those tags and workflows to kind of manipulate it into doing what we want. … I’m not a coder by any means, but it’s so user-friendly.”
Solink evaluated several products before selecting Fazeshift. The deciding factor was not one isolated feature. It was the ability to accommodate a detailed set of requirements: customer self-service, custom workflows, tagging, payment processing, and related-account structures that did not fit neatly into a standard AR process.
That flexibility continued after implementation. Solink brought new ideas and edge cases to the Fazeshift team, and the product evolved with its needs. Julie described the result as both a strong product experience and a genuine partnership.
“You guys have been incredible to work with. We really appreciate the partnership.”
Book a demo to see how Fazeshift can help your team reclaim time, reduce errors, and gain control over accounts receivable.
