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Case Study: Business Services

Klara Recovers Thousands in Lost Revenue

Seamless integration with CRM helped reduce lost revenue from incorrect bills and un-invoiced accounts.

Klara logo
Ordway Labs

The client

Klara is an AI-powered Telehealth platform changing the way doctors interact with patients.

Klara offers a secure messaging platform for healthcare providers that delights patients, saves staff time, and grows the bottom line. It’s a fast growing company that is building a culture of privacy, efficiency, and accuracy while reducing communication barriers between patients, doctors, and others within the healthcare industry.

Ordway Labs

The challenge

Klara’s manual billing process was inhibiting growth and resulting in lost revenue

Klara onboards new healthcare practices to their platform daily, and early on in its growth, they realized their invoicing and billing process was simply not going to scale.

The management team asked the question: Do we have the expertise to build a billing and revenue technology that would keep pace with our expected growth? Rather than going down a technical rabbit hole without a certain outcome, Klara decided to focus on building their core business and find an automated billing system that would integrate with their platform and processes.

“We’d spend all this time and effort on marketing, sales, and product, but when it came time to actually bill the customer – that’s really where we fell short.  Often times forgetting to bill somebody.  Billing an incorrect amount and causing unnecessary strains on customer relationship.”  said Dan Malinovsky from the Product team.

“If I think about the ROI that Ordway has provided, the easiest way to see this is in the correction of all the accounts that weren’t being billed properly. All the money recovered is a huge ROI for us,”

Dan MalinovskyKlara Product Team
Ordway Labs

The solution

Seamless integration between CRM and billing automation. Recovered revenue and time to focus on core business

The Ordway billing and revenue automation platform met a few key considerations for the Klara business:

  • Tech Stack Compatibility – The native Salesforce integration allowed them to close deals in Klara’s CRM and automatically generate contracts, plans, and invoices in Ordway.
  • Value for Dollar – Ordway isn’t the lowest-cost provider, but the platform license and setup, configuration, and activation fees represented a significant savings as compared to other providers in the market.
  • Confidence in Provider – Ordway’s leadership team is a group that’s been at the epicenter of billing and ERP systems’ evolution for the last two decades and have seen hundreds of implementations.

Ordway’s customer success team worked with Klara to ensure seamless integration between Klara’s SalesForce CRM and the Ordway billing and revenue automation platform. The team took the time to understand the Klara process and business and took the steps early on to mold the Ordway platform to Klara, not the other way around.

Dan Malinovsky of the Product team commented “A lot of times when we work with vendors that integrate into our Salesforce it takes a lot of effort on our end to configure and integrate these solutions.  With Ordway it was the opposite. They took charge of the integration and worked collaboratively with us to understand how our instance was set up.  They were able to setup the integration on their end with almost no involvement on our part.”

Ordway Labs

The results

Ordway automated the order-to-revenue process at Klara and improved the customer experience

Ordway’s billing and revenue automation platform eliminated errors within invoices sent to Klara’s healthcare-practice customer and improved internal relationships between the customer success, engineering, and management team.

One additional benefit to the adoption of Ordway was freeing of time to focus energy on fundraising efforts. As Klara was raising a Series A financing round, the Ordway platform produced accurate and digestible reports that enabled the team to respond to investor data requests with authoritative and accurate reflections of current and future billings and revenue.

Ordway now:

  • Captures new customer activations via the CRM integration
  • Creates contracts with the Ordway platform
  • Generates error-free invoices
  • Time saved on billing meant more time to respond to investor data requests

"When we were raising our first round...being able to focus on investor data requests instead of the billing responsibilities...really freed up my time to focus on raising the round and providing the right information,"

Dan MalinovskyKlara Product Team

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