SecureVault operated 8 facilities with 2,000+ storage units. Late payments were a major issue, with 15% of customers paying late each month. Facility updates (like maintenance or access changes) weren't reaching customers effectively. The company needed a reliable way to send payment reminders and important facility notifications without overwhelming customers.
SecureVault implemented Channl to automate their customer communications. They use SMS for payment reminders (sent 7 days, 3 days, and 1 day before due date), email for detailed invoices and facility policies, and WhatsApp for customer support and access code sharing. The platform's quiet hours feature ensures reminders are sent at appropriate times, and the unified inbox helps their small team manage inquiries efficiently.
"The automated payment reminders have been a game-changer. We went from chasing late payments to having 96% on-time payment rate. The multi-channel approach means customers receive reminders in a way that works for them, and our team can focus on facility management instead of collections."