WE RE AMPED TO MEET YOU!

Transcription

1 2016

2 WE RE AMPED TO MEET YOU! Katie Milligan OPERATIONS MANAGER, AVIDPAY SERVICES TEAM Becky Hughes SENIOR DIRECTOR OF AVIDPAY SERVICES 2016 PROPRIETARY AND CONFIDENTIAL 2

3 2016 PROPRIETARY AND CONFIDENTIAL 3

4 AGENDA AvidPay Services Overview Getting Started With AvidPay Services Vendor Adoption & Communication Service Oriented Payment Delivery How AvidXchange Is Investing in Your Service Delivery Best Practices For A Great Experience Q&A / Frequently Asked Questions 2016 PROPRIETARY AND CONFIDENTIAL 4

5 THE AVIDXCHANGE PAYMENT ECOSYSTEM AvidXchange Customers E-Paying 60K Suppliers Connecting to 300K Suppliers in the AvidXchange Payment Network 2.8M Small Businesses in the U.S PROPRIETARY AND CONFIDENTIAL 5

6 GETTING STARTED WITH AVIDPAY SERVICES 2016 PROPRIETARY AND CONFIDENTIAL 6

7 5K FOOT VIEW: YOU BOUGHT AVIDPAY.. NOW WHAT? The Deal Your AP Dept. has a need & buys AvidPay We offer an end to end offering from PO to Payment Implementation System Setup Configuration User Education Vendor Adoption Buyer Education & Letter Campaigns Start Education on AvidPay Services Payment Delivery Begins VCC, AvidPay Direct, & Check 70% of VCC sent via Pay4Us 2016 PROPRIETARY AND CONFIDENTIAL 7

8 THE VENDOR / PAYMENT LIFECYCLE: SIMPLIFIED Purchase Order Req & Purchase Order Approval & Delivery Vendor Provides Good / Service Invoice Submission AvidBill Service Document Management AvidInbox Data Indexing Utility Detailed Utility Data Reporting & Analysis Invoice Approval Workflow GL Coding & Reporting Approved Invoices Batched to Buyer Accounting System AvidPay Payment Processing Approval & Reporting Vendor Conversion Education & Adoption Account Management Payment Execution VCC Delivery Concierge Escheatment & Controls 2016 PROPRIETARY AND CONFIDENTIAL 8

9 GETTING STARTED AVIDPAY PAYMENT TYPES Virtual Credit Card (VCC) A VCC is a one-time use MasterCard pre-loaded with the required funds needed to successfully process the payment you ve uploaded into the AvidXchange system. Vendors accepting this form of payment need to be setup prior with their own merchant services provider giving them the ability to process credit card transactions. The VCC provided for payment is essentially processed in the same fashion as a physical credit card using the vendor s POS device or computer based program entered manually in lieu of swiping a standard credit card. AvidPay Direct - Enhanced Direct Deposit AvidPay Direct is our enhanced payment option vendors can opt-in for should they not have the ability to process VCC payments and don t want to await slower moving check payments. As files are uploaded containing payments to vendors within the AvidPay Direct Network, an enhanced direct deposit is pushed from the AvidXchange trust to the vendor s specified bank account. AvidPay Check Paper checks are always available as a payment option for your vendors. Our AvidPay checks are issued from the AvidXchange trust account. For consistency AvidPay checks are formatted identically for all standard AvidPay clients, but do reference the client name for ease of application against the invoice PROPRIETARY AND CONFIDENTIAL 9

10 GETTING STARTED PAYMENT METHOD COSTS Payment Method Fees NO fees assessed by AvidXchange! Virtual Credit Card (VCC) *Vendors are assessed fees from their merchant services provider for accepting credit card transactions Tiered fee structure: AvidPay Direct (APD) 1.55% of payment if under $10,000; 1.05% of payment if over $10,000 up to $25,000 *Fee capped at $25,000 per payment NO fees assessed by AvidXchange! AvidPay Check *Vendors can be assessed fees from their depositing bank should a stop payment be requested on a check issued through AvidPay 2016 PROPRIETARY AND CONFIDENTIAL 10

11 VENDOR ADOPTION & COMMUNICATION 2016 PROPRIETARY AND CONFIDENTIAL 11

12 VENDOR CONVERSION OVERVIEW Process Fundamentals - The Basics 1. Vendor Discovery Occurs During Implementation & From Payment Files Strategic Campaigns Prior to Client Go Live Real Time Direct Calling While Payment in Flight No Payments Ever Held! 2. Virtual Card Conversion 42% - 44% Vendor Organizations Adopt Virtual Card Receipt Widely Accepted Method, No Contract Required, Real Time Adoption Easiest Form of Acceptance, Cost Built Into Vendor Business Process 3. AvidPay Direct + PayNow Enhanced Direct Deposit Offers Detailed Remittance Receipt Targeted Strategies by Educated Account Specialists Great Alternative For Vendors Without Merchant Accounts or Fee Sensitive

13 VENDOR CONVERSION OVERVIEW Process Fundamentals Virtual Card Communication Campaigns Strategic Calling Campaigns Letter Communication Campaign 50% - 51% Avg. Vendor Conversion Direct Calling Campaigns 42% - 43% Avg. Vendor Conversion Online Enrollment 31% Avg. Vendor Conversion Payments Are NEVER Held or Delayed From Being Processed During Vendor Communication DID YOU KNOW? Having an LOA on file mitigates vendor questions to your team by validating your relationship to our AvidPay Services.

14 VENDOR CONVERSION OVERVIEW Process Fundamentals Virtual Card Communication Campaigns STRATEGIC CALLING CAMPAIGNS Target Audience: High Spend / High Transaction Vendors Method: Direct Calling + Letter Receipt Timing: 2 Weeks Prior to Client Go Live Purpose: Conversion + Education with Active Client Involvement Key Learnings: High Likelihood of Electronic Options & High Likelihood of Volume Sensitivity LETTER COMMUNICATION CAMPAIGN 50% - 51% Avg. Vendor Conversion Target Audience: Standard Vendors, Different Versions if Known Vendor vs New Vendor Method: Letter Mailing + Enrollment Form Timing: 1 Week Prior to Client Go Live Purpose: Conversion + Education with minimal Client Involvement Proven Key Learnings: Highest Conversion Rate However Only 15%-17% of Vendors Respond to Mailing

15 VENDOR CONVERSION OVERVIEW Process Fundamentals Virtual Card Communication Campaigns DIRECT CALLING CAMPAIGNS 42% - 43% Avg. Vendor Conversion Target Audience: Unknown Vendors Except Non-Adopting Industries (i.e. Banking, People, Government, etc.) Method: Direct Calling / JIT Timing: Go Live & Forward Purpose: Ongoing Vendor Discovery & Conversion ONLINE ENROLLMENT 31% Avg. Vendor Conversion Target Audience: Available to All Vendors Method: Information Included in Letter Campaign Timing: With Letter Campaign Purpose: Conversion + Education Proven Key Learnings: Additional Enrollment Option & Vendor Information Source

16 VENDOR CONVERSION OVERVIEW Process Fundamentals Virtual Card Communication Campaigns

17 AVIDPAY DIRECT PROGRAM OVERVIEW Program Fundamentals But What If Virtual Card Is Not An Option For The Vendor? ENHANCED DIRECT DEPOSIT PROGRAM Target Audience: Vendors who are unable or unwilling to accept Virtual Commercial Card HOW DOES IT WORK? Vendor Agreement: Vendor agrees to the service for all payments processed through AvidXchange Network (client agnostic) Payment Receipt: Vendor will receive funds deposited directly into their specified bank account PROGRAM COST 1.05% of the transaction amount 1.55% for low dollar transactions under $10,000 Fee limited to first $25,000 of each payment ($262.50)

18 AVIDPAY DIRECT PROGRAM OVERVIEW Primary Program Value Propositions Faster Payment: Vendors receive immediate guaranteed funds vs. waiting on a check (5-7 days) resulting in reduced collection, bounced check and dispute costs Rich Remittance Data: Receive electronic remittance data to properly apply payment to correct account Lower Interchange Fees: 60% reduction in interchange fee compared to MasterCard, Visa, and American Express Security: Vendors do not have to provide bank account info to multiple customers No setup, management, or maintenance required for additional Avid customers to use Built-in Fraud Management: All transactions are monitored 24/7 by AvidXchange AvidPay Direct transactions are only for a specific vendor and specific dollar amount Utilize One of Your Customer s Accepted Payment Methods: AvidPay Direct has been implemented by known customers as one of their preferred payment methods

19 VENDOR ENROLLMENT HOW WE SUCCEED! Data Verification & Quality Assurance During the enrollment process conversation the below data points are a sample of over 30 data points collected and verified to ensure payment processing accuracy: DATA VERIFICATION Vendor Company Name Vendor Company Address Vendor Contact Information ( and/or phone) Vendor Payment Method Options Vendor Payment Method Preference Vendor Payment Method Selection Credit Card Processing Fees Credit Card Processing Transaction Limits Best Ways to Make Payment Address for W9 Request (E-Vendors)

20 VENDOR ENROLLMENT HOW WE SUCCEED! Data Verification & Quality Assurance The AvidPay Services team uses extensive quality assurance methods to confirm our high service level expectations are being met. Below are a few of the tactics utilized: QUALITY ASSURANCE Written communication templates Promotes accuracy and uniformity in messaging and positioning Conversational scripts Maintains enrollment representative alignment and consistency when verbally enrolling vendors Call monitoring and recording software Crucial for maintaining industry leading performance standards Continuing education and training Keeps our representatives fully informed on product and service updates to better serve our vendor database

21 SERVICE ORIENTED PAYMENT DELIVERY 2016 PROPRIETARY AND CONFIDENTIAL 21

22 PAYMENT DELIVERY OVERVIEW Process Fundamentals - The Basics Day 1 Day 2 AvidXchange initiates an ACH Debit for payments approved by 3pm EST VCCs available to vendor AvidPay Checks mailed Payment Cycle Life Day 3 AvidPay Direct funds available in vendor's bank account

23 PAYMENT CREATION TIMELINE AND DELIVERY: VIRTUAL CREDIT CARDS Batch Received via AvidPay by 3 PM EST AvidPay Initiates ACH Debit from Client Bank Account Day 1 Day 2 VCC information available to Vendor Vendor contacted by or a Payment Specialist If the VCC isn t authorized by day 10, a check is sent for the payment Day 10 23

24 PAYMENT CREATION TIMELINE AND DELIVERY: VIRTUAL CREDIT CARDS Remittance vs. Specialist Delivery How do we reach out? Remittance Rich Delivery Storing Vendor Contact information 24

25 PAYMENT CREATION TIMELINE AND DELIVERY: AVIDPAY DIRECT Batch Received via AvidPay by 3 PM EST AvidPay Initiates ACH Debit from Client Bank Account Day 1 Day 2 APD Payment Initiated to Vendor Bank Account Funds Available in Vendor Account Detailed Remittance Sent Day 3 Day 5 Bill detail is sent to vendor by Treasury Team APD Fee Initiated via ACH Debit on Vendor s Account 25

26 PAYMENT CREATION TIMELINE AND DELIVERY: AVIDPAY DIRECT 26

27 PAYMENT CREATION TIMELINE AND DELIVERY: AVIDPAY CHECKS Batch Received via AvidPay by 3 PM EST AvidPay Initiates ACH Debit from Client Bank Account Day 2 AvidPay Checks mailed to Vendor from Florida or Oregon 1 st follow-up with UTILITY vendor Day 21 1 st follow-up with NON-UTILITY vendor Day 1 Day 14 27

28 PAYMENT CREATION TIMELINE AND DELIVERY: Utility vs. Non-Utility Vendor Follow-Up What do we verify? Address Invoice Follow-Up Procedure AVIDPAY CHECKS 28

29 CHECK MAILING TIMELINES Destination Local Mid U.S. Coast to Coast Alaska & Hawaii Estimated Mail Time 3-5 business days 7 business days 8-11 business days 6-16 business days Jacksonville, FL Beaverton, OR 29

30 AVIDPAY CONTROLS AvidPay Controls Purpose VCC Aging Check Aging Encashment Audit Funds Discrepancy Audit Credit Transaction Audit Total review of all VCC payments in an unauthorized state. Used to monitor and drive timely payment execution and follow up. Total review of all outstanding check payments. Used to identify checks ready for follow up. Verifies intended recipient of VCC versus the merchant responsible for processing payment. Ensures expected vendor is processing payment. Confirms VCC payments are being processed in full, including fees if any, in accordance with payment upload. Confirms VCC payments that have received any credits after processing has been executed and completed. 30

31 IMPORTANT SERVICE TIMELINES Service Area Timeline Expectation VCC Check - Conversion due to vendor non-processing Direct delivery 10 calendar days from VCC availability Payment Specialist delivery 24hrs from being informed by vendor of non-acceptance Support Case - Preliminary Response Proof of Payment - Support Case Required Normal Cases Hours Urgent Cases Hours Proof of payment is typically provided within hours *Contingent upon the type and number of payments involved* Stop Payment Reissue Support Case Required Per our standard practice - Stopping payment to void or reissue typically can take 3-5 business days. Timeframe varies as determined by volume, internal approval workflow required, and approval deadlines. Stop Payment/Void Refund Support Case Required Per our standard practice Payments refunded in full/partial typically arrive within 3-5 business days. The refund line item should appear on your statement from Old North State Trust. Timeframe varies as determined by volume, internal approval workflow required, and approval deadlines. Payment Exception Client Response Required If the AvidPay Services Team requires assistance to process a payment, 3 client contact attempts via will be initiated over a 10 business day period. If no response is given, the payment will be refunded and voided in the system. *As a best practice, we highly recommend responding to payment research requests within hours to ensure timely payment processing*

32 CLIENT CONTACT PAYMENT EXCEPTIONS Below are the most common requests: Additional Information Invoice/Account number, Unique pin/identifier Federal Tax ID Vendor contact information (should we be unable to reach vendor with current information or vendor is unresponsive) Refund Approval Full Refund Partial Refund Address Change Approval Vendor requests check payment to be sent to different address Example Template **Important Note** - This address is only to be used for outbound information/approval requests specific to the payment(s) involved. All inquiries outside of what is requested from the research must be submitted to support@avidxchange.com. 32

33 AVIDXCHANGE SUPPORT AvidPay Services Support Contact Information Clients: us! Call us! (704) Vendors: us! Call us! (704) AvidPay Services Hours of Operation 8am-5pm EST Phone 8am-5pm EST Best practices when contacting AvidPay Services Support: In your subject line include keywords for your request Examples: Proof of Payment Payment Status Void/Refund Payment Overnight payment Include as much detail as possible about payment: Check/payment number Vendor Name Invoice number Amount If possible, send a screenshot from your portal! **Important Note** - AvidXchange support teams prioritize all incoming cases on a best effort basis. However, we do realize certain requests have more impact on your daily operations and need to be treated with a higher sense of urgency. If you have any urgent matters in regards to expediting payments, canceling payments, disconnection issues etc. please include an indicator in your case subject line such as Critical, Urgent, Shutoff, Disconnection to help our team better prioritize your case! 33

34 A SNIPPET OF OUR GROWING ECOSYSTEM 2016 PROPRIETARY AND CONFIDENTIAL 34

35 RECORD BREAKING YEAR OVER YEAR GROWTH Vendor Ecosystem 140,000 Electronic Payment Transaction Growth 120,000 Virtual Credit Card 83% 100,000 80,000 60,000 40,000 AvidPay Direct 330% 20,000 0 Q Q Q Q Q Q Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16

36 RECORD BREAKING YEAR OVER YEAR GROWTH Vendor Ecosystem 160,000 Electronic Program Vendor Growth 140, , ,000 80,000 E-Vendor 81% 60,000 40,000 20,000 - Q Q Q Q Q Q Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16

37 E-PAYMENT ADOPTION BY INDUSTRY 70% 63% 67% 60% 50% 40% 47% 34% 39% 49% 42% 54% 44% 54% 30% 20% 10% 0% 13% 23%

38 INVESTING IN BEST-IN-CLASS SERVICES 2016 PROPRIETARY AND CONFIDENTIAL 38

39 2016 PROPRIETARY AND CONFIDENTIAL 39

40 Q&A 2016 PROPRIETARY AND CONFIDENTIAL 40

41 Let us know what you thought about this session PROPRIETARY AND CONFIDENTIAL 41

42 2016