Item: Billtrust
Rating: 7
Author: Lisa Burns

Overall Satisfaction with Billtrust

Use Cases and Deployment Scope

Billtrust has been great. We use it in Credit, and Accounting and our dealers have access to use it for viewing/printing invoices & statements, as well as posting payments on the site.

Pros and Cons

Pros

User-friendly.
Quick on-boarding for dealers to use.

Cons

Search feature of PO or invoice #, etc. when logged in as the dealer.
When logged in to Client Connect, would like to choose page number easily, instead of clicking Next Page as many times as needed.
Have to scroll to right to display all columns when it looks like there is plenty of room to display them without a scroll bar.

Most Important Features

Seeing what the customer sees when they are logged in to post a payment. Makes it a lot easier to walk through and get them used to using the portal.

Return on Investment

It allows us to receive payments from dealers direct from their bank accounts and not have to process as many check payments in the mail.

Key Insights

Do you think Billtrust delivers good value for the price?

Not sure

Are you happy with Billtrust's feature set?

Yes

Did Billtrust live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Billtrust go as expected?

I wasn't involved with the implementation phase

Would you buy Billtrust again?

Yes

What I appreciate most is having such a simple and user-friendly portal for our customers to use for finding their invoices and making payments. There are so many portals out there today that there is a lot to keep track of for an AP person. This site is not daunting and even if they only log in once a month or less, they can easily navigate without having to call for help or be frustrated at being confused.

Using Billtrust

Users and Roles

9 - 6 people in the Credit Department use BillTrust. I believe our Customer Service personnel use it from time to time as well as our Accounting Dept.

Business Processes Supported

Delivery of invoices & Statements (email, fax, mail)
Online bill payment for customers

Future Planned Uses

Possibly for online Credit Applications

Likelihood to Renew

We have a longstanding good record of invoice delivery and a high number of customers who are accustomed to the look and feel for logging to make payments.

Evaluating Billtrust and Competitors

Products Replaced

Not Sure

Key Differentiators

I was not part of the decision making process.

Billtrust Implementation

Implementation Rating

I was not here for the implementation

Implementation Details / Implementation Partner

Don't know

Billtrust Support

Support Rating

Easy to submit a case if there is an issue, and they will see it resolved to completion. They have never let an issue fall off unaddressed.

Billtrust Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Quick Initial Response	None

Premium Support

I don't believe we have premium support... I'm not sure what this is.

Bug Resolution

Exceptional Examples of Billtrust Support

I needed a report from BillTrust recently to tell me which dealer accounts already had the "accept credit card payments" box checked & a report to show which had an email address on file for sending invoices. The reports came back in record time, same day & I was able to incorporate the information into my current worksheet & project & proceed in great time.

Using Billtrust

Usability

Not too busy or elaborate, able to quickly log in & start using right away.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Dealer payment portal very easy to navigate even for non-tech savvy payers.
Easy to log in as user and view as they see things.
Easy to re-send items from within BillTrust

Difficult Tasks

Scroll bar drag to right on main screen when there looks to be enough room to fit all columns without needing a scrollbar.
If sending invoices to multiple email addresses, the SmartTrak will only track one email (the first email address?) to show if it was opened or not.
When in Reporting section, I find this screen to be out-dated and could use a refresh in terms of scrolling (all the way to the bottom for Invoice Extract) or another means of display the reporting options.

Comments

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