In the post-COVID recession climate of New Zealand, Janet Xuccoa faced a familiar dilemma at New Zealand Family Trust Services. Outstanding invoices were stacking up. Client relationships were too valuable to risk with awkward payment conversations. Yet the firm's cash flow was suffering.
"We were sending out invoices, sending out statements, and hoping to be paid," Janet explains. "There wasn't what I would call a formal system of reminders or encouragement."
The silence around money was deafening. Partners were dipping into working capital or taking out loans to cover the gaps, effectively becoming reluctant bankers for clients.
Janet needed a buffer, something to create distance between the awkward "please pay us" conversation and the relationship-building work that chartered accountants excel at.
"A lot of people are not comfortable discussing money and fees. Somehow it seems to be a taboo subject," Janet notes. "And they're certainly not comfortable discussing when a client owes them money."
The firm wanted a mechanism similar to what credit card companies use, clear, automated reminders that eliminate the "I forgot" excuse without creating tension.
After searching online, they discovered Paidnice, drawn to its ability to send automated reminders and apply late payment interest—features their existing Xero system lacked.
Implementing Paidnice wasn't just about installing software. It required alignment across the firm on payment expectations.
"If you're considering Paidnice, you need to start with your whole team," Janet advises. "You must be consistent. There's going to be some client pushback or complaints, and you've got to be able to manage that."
The key features that transformed their accounts receivable process included:
Within months, New Zealand Family Trust Services saw a dramatic improvement in their accounts receivable process:
"It's sent a very nice reminder and message to our clients that we are like other businesses, when we issue our invoices, we need to be paid," says Janet.
Perhaps most importantly, the system created a psychological shift. Clients who might have previously delayed payment now reached out proactively if they needed accommodations.
"If they have a problem paying you, they will often email you and say, 'My account's due, I can't pay it. I'll pay it next month or over six months.' That gives us an opportunity to talk to the client and explain our options."
When technology challenges arose, Janet found the Paidnice support team responsive and helpful.
"Ashley and the team there are just amazing. They just jump right in and sort all those problems out," Janet shares. "I don't understand why all firms, all businesses aren't running this because it is just such a great tool."
For New Zealand Family Trust Services, Paidnice transformed more than just their accounts receivable, it changed the entire conversation around money.
"If you want to get paid on time, put in Paidnice software, full stop," declares Janet. "You can underline it. You can put a big border around it. Full stop."
By automating what was once uncomfortable, New Zealand Family Trust Services created space for more open, honest client relationships. That clarity flows through everything—from initial engagement to final payment—creating a healthier business environment for everyone.
The lesson? Sometimes the most valuable business relationships are built on the clearest expectations.
