Item: Tipalti
Rating: 9
Author: RACHEL CORDILL

Use Cases and Deployment Scope

We use Tipalti as an AP system to collect, store, and manage payment information for our 30,000+ customers, known as video partners. We then use Tipalti to send royalty payments to individuals' accounts on a monthly basis. By using Tipalti, we are able to assure our users that their sensitive information is being stored safely while also being able to verify that the information they have entered is accurate. For example, the W-9 verification confirms the name and SSN match with the IRS.

Pros and Cons

Seamlessly blends into our website's interface via the Tipalti iFrame. This allows users to enter their personal payment details into the Tipalti system through our website.
Good for companies with international users as Tipalti allows users to select from various languages and currencies of their preference.
Customer service is quick to respond and address inquiries. They promptly assist with canceling and voiding payments where needed.

It would be helpful to have the W-8BEN tax forms translatable into various languages for our international users.
Users sometimes complain that the onboarding is time-consuming and there's too much information to fill out.
Most common error we encounter is with the W-8BEN form, in which users skip entering in the FTIN. Would be nice to have a pop-up note for this step to explain when and why the FTIN is required.

Return on Investment

Tipalti allows our users to help themselves through the onboarding process, saving our support team time.
Tipalti offers detailed information about payments and rejections so, if there is an issue, we can know exactly what when wrong and how to help the user fix it.
Tipalti's speedy and efficient customer service allows my team to follow up with our users quickly and with clear and precise answers regarding their payment transfers.

Usability

Tipalti is very efficient for making global payments; however, sometimes, the user onboarding experience can be confusing. Specifically regarding the page tabs (Address, Payment Method, Tax Form) and the completion symbols (green check mark, yellow circle, red "X"). A tab will appear as incomplete (yellow circle) if you are clicked directly onto it, even if the information on that page is completed and saved. There is no "Save" button, so sometimes users are uncertain if their info has been saved.

Efficiency

Tipalti has contributed to my organization's efficiency by allowing us to hire fewer members on the finance, AP team, and partner support teams, thus saving us significant time and money.

Alternatives Considered

MineralTree

Key Insights

Do you think Tipalti delivers good value for the price?

Yes

Are you happy with Tipalti's feature set?

Yes

Did Tipalti live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Tipalti go as expected?

I wasn't involved with the implementation phase

Would you buy Tipalti again?

Yes

Other Software Used

HubSpot CMS Hub, Salesforce CMS

Likelihood to Recommend

Tipalti is well suited for growing companies, small and big alike, operating both nationally and internationally. It is great if you have a small finance team, as the platform handles a great deal of administrative and AP tasks. The level of detail provided is very thorough, which makes it easy for my support team to answer any payment related questions or issues. It might not be a good fit if your users prefer to fill out payment information through physical forms rather than submit information digitally.

An Advanced AP System for Global Payment Processing

Modules Used

Overall Satisfaction with Tipalti