How a Growing Accountancy Firm Cleared £320,000 in Overdue Invoices Without Losing a Single Client

The Challenge

A mid-size accountancy practice in the North of England had been growing steadily for several years. New clients were coming in, the team was expanding, and revenue was on the rise. But behind the scenes, a serious problem was building.

Their sales ledger had become increasingly difficult to manage. With the finance team focused on client work and compliance deadlines, invoice chasing kept slipping down the priority list. Overdue invoices were stacking up, debtor days were creeping higher, and cash flow was becoming unpredictable.

By the time they reached out to us, the firm had over £320,000 in overdue invoices, some dating back several months. The partners were reluctant to chase their own clients too aggressively for fear of damaging the relationships they had worked so hard to build.

Why They Chose KS Credit Control

The firm had considered hiring an in-house credit controller, but the cost of a full-time salary, pension, and training was hard to justify when the core issue was a backlog rather than an ongoing volume problem. They also looked at traditional debt collection agencies but were concerned about the impact on client relationships.

When they learned about our white-label approach, it changed the conversation. The idea that we would work under their brand name, using their tone and their email addresses, meant their clients would never know a third party was involved. That was the deciding factor.

Our Approach

We started with a thorough review of their aged debtor report, categorising invoices by age, value, and client relationship status. From there, we built a tailored chase strategy:

• Week 1: Onboarding and integration with their systems. We set up white-label email addresses and agreed the communication tone and escalation thresholds with the partners.
• Weeks 2 to 4: Initial contact with all overdue accounts. Professional, friendly reminders were sent, followed by phone calls to discuss any queries or disputes. Several invoices were paid within days simply because a structured reminder had gone out.
• Weeks 5 to 8: Focused follow-up on the more complex cases. We negotiated payment plans for clients experiencing genuine cash flow difficulties and resolved a number of disputes that had been holding up payments.
• Weeks 9 to 12: Escalation of the remaining aged debts. For a small number of accounts that had not responded, we recommended next steps to the partners, including formal demand letters. The vast majority were resolved without needing to go further.

The Results

Within 12 weeks, the firm saw a transformation in their cash flow position:

• £320,000 recovered in overdue invoices, bringing the ledger back to a healthy position
• Debtor days reduced by 40%, giving the firm much greater cash flow predictability
• Zero client relationships damaged throughout the entire process. Not a single client complained or raised concerns about the way they were contacted
• Weekly reporting gave the partners full visibility of progress, cash recovered, and forecasts at every stage

What the Client Said

“We had been putting off dealing with our overdue invoices for months because we didn't want to upset our clients. KS Credit Control handled everything professionally and sensitively. Our clients had no idea it wasn't us making the calls, and the results speak for themselves. We should have done this sooner.”

What Made the Difference

Three things stood out in this engagement:

1. The white-label approach. Because we operated under the firm's brand, every communication felt like it came from their team. This preserved trust and kept relationships intact.
2. A structured chase process. Instead of ad-hoc reminders, we followed a consistent dunning process with clear escalation points. This ensured nothing fell through the cracks.
3. Empathy and professionalism. Our team treated every debtor with respect. Where clients were struggling, we worked with them to find solutions rather than applying pressure. This approach recovered more money and preserved more relationships than an aggressive strategy ever would.

The Ongoing Relationship

After the initial collect-out was complete, the firm chose to continue with our outsourced credit control service on an ongoing basis. We now manage their sales ledger proactively, ensuring invoices are followed up on time and cash flow remains healthy. Debtor days have continued to improve, and the partners can focus on what they do best: serving their clients.