Automated Reminders Help BPO Reduce Missed Payments customer success

A leading business process outsourcing (BPO) provider in Australia, specializing in customer communications, supports more than 85% of the country’s organizations — from major banks to utility and telecom companies. Their mission is to ensure clients can deliver timely, effective communications to their end-customers, whether via print or digital channels.

The Challenge

In 2017, one of their clients faced a recurring issue: customers were frequently forgetting to pay their bills on time. Email reminders helped to some extent, but they weren’t enough to consistently drive on-time payments. The client wanted an additional nudge — a simple, subtle way to help customers remember their payment deadlines.

They considered calendar reminders embedded directly within billing emails. This would allow customers to add a reminder to their personal calendar — Google, Outlook, or Apple — with a single click.

The BPO team explored several providers but struggled to find a solution that combined flexibility, ease of use, and cross-platform compatibility. That’s when they discovered AddEvent.

The Solution

AddEvent stood out for its automation capabilities, compatibility with multiple calendar platforms, and the ability to embed both Add to Calendar links and buttons in emails and web pages — all without technical complexity.

The BPO team integrated AddEvent’s Automated Add to Calendar links and Automated Add to Calendar buttons into their clients’ communications workflow. These tools became part of the invoicing process, allowing clients to include event-based reminders in outbound emails to encourage on-time payments.

Some clients adopted the feature immediately. Within months, they noticed a significant improvement in on-time payments among customers who used the reminders.

The Results

Since implementing AddEvent across their client communications, the BPO provider has observed long-term value reflected in consistent platform usage growth.

• Event-adds started at 363,000 in 2017 and grew to over 7.95 million cumulative event-adds by mid-2025.
  
• Even after usage stabilized post-COVID, over 400,000 event-adds per year were maintained between 2023 and 2024, demonstrating sustained adoption.
  
• Only a fraction of clients currently use the feature, yet the engagement from end-users remains strong.

Clients have praised the seamless, automated experience for their customers, while internal teams appreciate the minimal maintenance required after implementation. One team member joked, “Well, let’s just put it this way: none of our customers have asked us to remove it!”

For a company built on high-volume, high-precision communication delivery, AddEvent provides a quiet but powerful way to boost payment outcomes and customer satisfaction.

“‘Set it and forget it’ really sums up the AddEvent experience for us. It’s been a steady solution since we implemented it.”