Client Background
Our client was a professional services business operating in the B2B sector across the UK. They had built strong, long-standing relationships with their clients, which were central to their commercial model and reputation.
Like many professional services businesses, however, they had developed a significant overdue ledger over time. The problem had not happened overnight: it was the gradual accumulation of invoices that had been issued, chased informally, and then quietly allowed to age while the team focused on delivering work and maintaining client goodwill.
By the time they approached KS Credit Control, the outstanding balance stood at £180,000.
The Challenge
The business had two concerns, and they are the two concerns we hear most often.
The first was financial. £180,000 in overdue invoices was placing real pressure on cash flow, limiting the business's ability to invest, take on new clients, and plan ahead with confidence.
The second was reputational. These were not anonymous debtors. They were real business relationships, people the client had worked with for years. The thought of an aggressive debt recovery process damaging those relationships was, in many ways, the greater worry.
"We were sceptical at first. When you've spent years building relationships, handing over the chasing feels like a risk. But KS handled everything professionally. Our clients didn't even know they were involved."
— Senior team member, professional services client
This second concern (protecting relationships while recovering money) is precisely the problem that a white-label, empathetic approach is designed to solve.
Our Approach
KS Credit Control took over the full ledger under the client's own brand name. All communications (emails, phone calls and written correspondence) were issued on behalf of the client's business, using their identity, their email domain, and their tone.
The client's customers received contact from what appeared to be the client's own team, following a professional and consistent process.
The structured process included:
- An immediate review and triage of all outstanding invoices, segmented by age, value, and relationship sensitivity
- Personalised outreach to each debtor, beginning with a courteous reminder and a genuine opening for any queries or disputes to be raised
- Scheduled follow-up calls and emails at agreed intervals, with escalation steps defined clearly in advance
- Dispute logging and relay to the client for resolution, ensuring no relationship was damaged by a misunderstanding that could have been quickly resolved
- Payment plan agreements where appropriate, confirmed in writing, for debtors demonstrating genuine financial difficulty
- Formal notices issued only where necessary, and always following client consultation
Throughout the process, the client received weekly movement reports: what had been collected, what had been promised, and what the cash flow forecast looked like for the coming weeks.
The Results
Over 90 days, KS Credit Control recovered £147,000, representing 82% of the overdue ledger.
Not one of the client's business relationships was damaged as a result of the process. In several cases, debtors who had been through the structured payment process actually increased their spending with the client in the months that followed, a testament to the fact that professional, respectful communication can strengthen commercial relationships rather than undermine them.
The client's internal finance team, who had previously spent significant time managing the overdue ledger themselves, recovered more than 15 hours per week of productive capacity.
The remaining 18% of the ledger was either subject to ongoing disputes, agreed payment plans extending beyond the 90-day period, or cases where legal action was being considered following client consultation.
Key Takeaway
The fear that professional credit control will damage client relationships is understandable, but it is based on a misunderstanding of what good credit control looks like.
When the process is white-label, empathetic, and professionally managed, clients rarely even know that an external specialist is involved. What they experience is a business that communicates clearly, follows up consistently, and treats them with respect.
That is not damaging to a relationship. That is what a well-run business looks like.
Frequently Asked Questions
Can you recover overdue invoices without using a third-party name?
Yes. This is at the heart of how KS Credit Control works. We operate on a fully white-label basis, meaning all communications are made under your business name and brand. Your clients never know that we are involved. 99% of our clients choose this approach.
How quickly can you start?
Most clients are operational within one week of signing. We require a signed agreement and your aged debtor report to begin. We move quickly because time matters when invoices are already overdue.
What percentage of debts do you typically recover?
Recovery rates vary by industry and the age of the debt. For recently overdue invoices managed through our credit control service, recovery rates are consistently high. For older legacy debts through our No Collect No Fee service, outcomes depend on the age and circumstances of each debt, but cases like this one demonstrate what is achievable even on a substantial ledger.
Could Your Business Benefit From the Same Approach?
If you are managing an overdue ledger and concerned about the impact of chasing on your client relationships, we would like to help. Book a free consultation and we will review your aged debtor report and give you a clear picture of what we can do, at no obligation.
Book a Free Consultation