How Common Desk Simplified Billing and Empowered Staff

The challenge: Complex and tedious billing. Unreliable technology.

Complex, messy, and rigid billing

• Prior to OfficeRnD, invoicing was messy and complex. Tracking the data was hard not only for the Common Desk team but also for the accounting staff.
• Creating and charging invoices automatically with the custom solution created plenty of errors and inaccuracies. This was leading to a lot of manual work and created plenty of stress for the team.
• The uncertainty of constantly guessing and checking invoices before sending. The checking process of generated invoices was complex and hard to track.
• Modifying invoices was hard or often impossible. Instead of modifying the invoice when giving a discount, they often had to make refunds or credit notes.
• The integration between the custom solution, Stripe, and Xero was poor and messy.

Lack of autonomy for the staff

• The custom solution was not user-friendly. This resulted in a lot of questions from Community Managers to Senior staff about how they can do certain things.
• It often happened that certain functionalities didn’t work and in most cases, the team had to reach out to the developers to fix things. Such issues were holding the team back from focusing on their daily responsibilities.

Inconvenience for members

• Members were only able to check their invoices without being able to download them.
  To change their billing details or check payment status, members had to reach out to the Common Desk team.
• The custom software solution was a headache for members because of constant issues, glitches, and crashes.

The solution: Smart and easy billing. Convenience for staff and members.

Precise and efficient billing

• Common Desk’s team now creates invoices much easier and much faster than before. Community Managers are no longer scared of billing.
• With OfficeRnD, Common Desk’s team has been given the opportunity to generate previews of the invoices. Also, modifying invoices is now easy – e.g. when applying discounts, or simply wanting to edit the invoice.
• During COVID-19 some Common Desk members left, some wanted to stay but didn’t want to pay the full amount, and some wanted a refund quicker. OfficeRnD helped them manage these changes efficiently and with ease.
• The native integration between OfficeRnD, Stripe, and Xero provides a fully connected, precise, and efficient billing process.

Ownership and power over day-to-day operations

• Community Managers have much more ownership over invoices. They can easily navigate through the platform and manage the billing process with confidence.
• For the Common Desk team, OfficeRnD is a very user-friendly platform and it’s easy to figure out how to do things. Community Managers are no longer that dependent on Senior staff to do their job as they used to be.
• OfficeRnD has enabled Community Managers to take full ownership of their location. They are now much more independent, efficient, and confident.

Convenience and autonomy for members

• Members can go online and download their invoices or change their payment details super easily; The Common Desk team observes that members take full advantage of this on a daily basis.
• Providing autonomy to members helps the team stay focused on their main responsibilities, instead of being distracted by little tasks all the time.
• Notifications are a huge relief and convenience both for members and the Common Desk team. Some of the most use cases are when a payment has failed or a payment method has been changed.
  Members can do much more on their own without being dependent on the Common Desk team.

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