How Keystone got ahead of overdue insurance claims

Keystone Emergency Services restores water, fire and mold damage. As the client base grew, insurance delays and manual follow-up left invoices aging and the AR team stretched.

Insurance claims often aged well past due. That made it hard to cover operating costs and plan new projects, and without a central AR system the team missed follow-ups.

• Claims that aged. Insurance invoices sat the longest and tied up cash needed for day-to-day work.
• No central system. Follow-up lived in inboxes and notes, so payment chances were missed.
• A busy AR team. Two people couldn't keep up with manual follow-up as the business grew.

Here is what mattered most:

• Automated reminders. Email and text reminders went out on schedule without manual effort.
• Central tracking. A dashboard showed every outstanding invoice so the team knew where to focus.
• Task automation. Overdue invoices were assigned to team members automatically, so none were missed.
• A client portal. Clients could view and pay invoices online, with less back-and-forth.

AR Workflow was set up quickly and fitted to Keystone's process, so the team could start working the new way right away.

• Automated follow-ups. Email and text reminders kept clients informed about overdue payments.
• A real-time dashboard. The team saw every invoice and client interaction and prioritized follow-up.
• Online self-service. Clients paid online instead of waiting on the AR team.

• Fewer overdue invoices. Older overdue invoices dropped as automated follow-ups kept every account moving.
• Time back for the AR team. Automation took over routine follow-ups, so the team could focus on higher-value work.
• More payments online. More customers paid online, which cut manual payment handling.