The Challenge
The provider’s existing billing and payment infrastructure was constraining international expansion and contributing to preventable churn. Limited support for regional payment methods, high failure rates in key markets, and inflexible billing cycles were translating into lost revenue at scale.
- Limited support for regional and local payment platforms across international markets
- High payment failure rates in targeted markets, triggering service cancellations.
- Inflexible billing cycles misaligned with customer payment behaviors.
- Increased service cancellations and churn directly attributable to payment failures
- Manual payment handling adding significant operational overhead.
- Revenue at risk from delayed collections and lack of proactive failure recovery
The Solution
TalTeam implemented a global payment enablement strategy tightly integrated with customer portals and service workflows introducing regional payment methods, automated billing workflows, and real-time revenue analytics across targeted international markets.
Regional Payment Integration
Enabled support for global and regional payment providers by integrating external billing platforms via RESTful APIs using Salesforce Named Credentials and Apex callouts. Customer payment actions initiated through Experience Cloud portals were securely transmitted to external systems for processing, with responses synchronized back into Salesforce.
Flexible Billing Controls
Delivered customer-facing billing interactions through Lightning Web Components (LWC) within Experience Cloud, allowing users to request due date changes, view balances, and manage payment preferences. All actions were executed via API calls to external billing systems, with results reflected in Salesforce Case and Account records.
Automated Payment Workflows
Implemented orchestration using Salesforce Flow and Apex, triggering reminders, retries, and escalation workflows based on payment status. Platform Events enabled near real-time updates from external systems, ensuring proactive outreach prior to service disruption.
Revenue Protection Analytics
Provided visibility through Salesforce Reports and Dashboards, tracking payment success rates, failures, and churn indicators. Data from external billing systems was ingested and normalized within Salesforce to support actionable insights.
Before and After Snapshot
| Metric | Before | After |
|---|---|---|
| Regional Payment Methods | Limited – few local options | Broad regional and global coverage |
| Payment Failure Rate | High in targeted markets | Significantly reduced |
| Billing Flexibility | Rigid, Fixed cycles | Customer-adjustable cycles and dates |
| Churn from Failed Payments | Baseline – high in key markets | 8%-10% churn reduction |
| Collections Process | Manual – high overhead | Automated with proactive recovery |
The Outcomes
Metric Label
Short supporting description of what this number represents.
Reduction
In customer churn across targeted markets.
Implementation Snapshot
- Duration: ~8-month program, payment integration, portal embedding, workflow automation
- Payment Coverage: Regional platforms + global card/ACH networks
- Automation: Payment reminders, retries, confirmations, and proactive outreach
- Analytics: Real-time dashboards tracking payment success, delinquency, and churn risk by region
- Revenue at Stake: $200M+ in recurring subscription revenue protected
- Integration: Fully embedded in self-service portals and CRM service workflows