ADHAP improved its cash flow by 10%

ADHAP is a home care services company providing support to help people remain independent at home, including personal care, meal assistance, housekeeping and administrative support. We spoke with Fabrice Mir, Managing Director of two ADHAP entities in Alsace, to learn more about his use of LeanPay.

Before LeanPay

Late payments going unnoticed

Overdue customers not followed up

Manual reminders

Receivables written off as losses

After LeanPay

Every late payment detected

100 % of overdue customers followed up

Automated reminders

10 % increase in cash flow

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Lack of invoice follow up

Serving private individuals, ADHAP issues between 800 and 900 invoices per month. “We have 1 500 customers, some of whom we invoice every month,” explains Fabrice Mir. Customers have 15 days to pay their invoice and can choose from several payment methods: direct debit, bank transfer, cheque or card payment via LeanPay’s online payment feature.

Fabrice Mir describes the situation as critical: “Several customers were not paying us and we did not even realise it.”

Their core business software, Ximi, which is specialised in the home care sector, was not effective for payment reminders. Fabrice Mir therefore had to identify overdue customers himself and determine how to contact them. ADHAP’s customers do not all use the same communication channels. Many are elderly and do not have an email address, which means they must be contacted by post. As a result, reminders were handled manually.

Ultimately, many customers were not followed up at all, “because it took too long to manage”.

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Personalised and flexible reminders with LeanPay

To retrieve the invoices issued by ADHAP, a dedicated email address was created. All invoices are sent to this address and automatically integrated into LeanPay.

Implementation was therefore fast: “I sent my first invoice files and LeanPay automatically created my customer records. Then I had a significant configuration phase.”

Fabrice Mir designed multiple reminder workflows to match customers’ payment habits and preferred communication channels.

“Each time, I customise my reminder plan based on customer behaviour: cheque + email, cheque + letter, card payment + email, and so on. These are regular customers, so I know who pays by transfer, by cheque, etc.,” he explains. Initially, all new customers are assigned to an empty reminder plan. Once the payment method and preferred communication channel are known, customers are reassigned to the appropriate scenario.

This customer categorisation is a major benefit: “Managing reminder plans is brilliant and very clear.”

On the payment side, LeanPay retrieves a payment extract from Ximi. This allows the software to match payments with due dates and detect every late payment.

“Now, I deal with late payments immediately,” says Fabrice Mir. “Thankfully, because I sometimes have customers acting in bad faith who tell me they wait to be chased before paying.”

He also values having access to the reminder history. For customers who are chased every month, this helps him refine his collections strategy:

“Either I suggest switching to direct debit, or I terminate the contract. Demand for our services is strong, so this allows me to identify bad payers much faster than before.”

Another tactic used for frequently late customers: “When I see in the history that someone has already been reminded several times, I skip reminder level 2 and move straight to level 3, which is more firm.”

Fabrice Mir has also adapted his use of LeanPay over time.

“At the beginning, I entered contact details for all my customers. But since 90 % pay on time, I never chased them and wasted time entering their data. Now, I only add contact details for customers who are late, because LeanPay alerts me when a reminder is needed and information is missing.”

A few months ago, SMS reminders were added as a communication channel. Fabrice Mir adopted them immediately: “SMS has improved responsiveness. I use it alongside postal letters for customers I contact by mail, because sometimes they stop opening their letters.”

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10 % more cash flow

Fabrice Mir has been a LeanPay customer for over a year and remains very satisfied: “Overall, I am really happy with the tool.”

He explains further: “I was in a difficult situation. The person handling invoicing was also supposed to manage reminders, and I think it was not being done properly. LeanPay allowed me to detect every late payment, even among long-standing customers. We had hundreds to deal with. It was overwhelming. LeanPay helped me enormously. I even sent a thank-you email to Ninon [our Customer Onboarding and Success Manager], to tell her how much the tool had helped me reduce outstanding payments. On top of that, it is pleasant to use.”

Thanks to LeanPay, Fabrice Mir also observed a clear improvement in cash flow: “By chasing payments regularly, I gained 10 % in cash flow.”

He also highlights the responsiveness of customer support: “Ninon replies quickly!”