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FlexPoint is incredibly easy to work with; they support their product from end to end, and the platform is stable and reliable. It has every payment portal functionality that you need.”
Garrett Snelling
FlexPoint's Working Capital Solutions have been crucial in helping Loud & Clear expand its services to enterprise-level clients. The boost in our number of clients & annual revenue has been staggering.
Patrick Kemp
The MSP playbook: How to get clients on board with your new payments platform
We sat down with Limetree Labs President & Founder, Bobby Lind, to share how he acclimates his clients to new tools and processes.
Bobby Lind
President and Founder of Limetree Labs
It's no secret that streamlined and secure payment processing is essential for high-growth MSPs, especially when asking clients to pay large invoices online. However, getting your clients on board with a new and improved payments platform is often easier said than done.
Convincing clients to embrace change is often a tough challenge—especially when their familiar payment methods have worked for years. However, resistance to change is no match for a clear plan, an approachable process, and a platform designed with clients in mind.
Limetree Labs, a renowned IT services provider, overcame this resistance to change. Their improved payments platform drove 50% faster invoice processing times and a 30% boost in operational efficiency.
Here's what their President & Founder, Bobby Lind, had to share about how he acclimates his clients to new tools and processes.
Why client adoption was an uphill battle for Limetree Labs
When it comes to foundational services like payment processing, it's not uncommon for clients to resist change. Most of Limetree Labs' clients wanted to avoid any additional legwork a migration would involve and viewed existing email-based invoicing as "good enough." However, reality painted a very different picture.
Email links are the most common form of phishing, and the QuickBooks invoices being sent to clients (via email) were inadvertently leaving them vulnerable. At the same time, fetching historic invoices was an incredibly manual and time-consuming process for Bobby’s team, limiting their bandwidth for other value-creating tasks. Ensuring client retention was also critical, and providing a secure, efficient experience could strengthen trust in a competitive market.
Bobby understood the stakes. To overcome this resistance to change, he needed a strategic plan to educate clients and ease them into a better way forward with a new and improved payments platform.
“People assume their current methods are safe until something goes wrong. That’s why educating them on the risks involved in payment processing is absolutely crucial.”
Limetree Labs’ 3-step strategy for acclimating clients to a new payments platform
Bobby's first priority was clearly articulating the value his new payments platform was delivering. He broke his process down into three actionable steps that MSP owners can use to promote change in their businesses.
Step 1: Frame the change in the context of security
The key to winning over your clients is to make security the centerpiece of the conversation. For many clients, fancy features are just “nice to have.” Protecting their business, on the other hand, is a must-have.
Instead of pitching the new payments platform as a pure convenience, Bobby also positioned it as an essential defense against fraud. By outlining the risks of email payment links and demonstrating how branded portals and data encryption could eliminate these vulnerabilities, he reframed the upgrade as a necessary step for clients to protect their businesses.
To drive the point home, Bobby recommends using real-world data to make the risks of the old system undeniable. It primes you to position the new platform as a protective measure against a common issue.
“When our clients understood the risks of email links, they realized this was about protecting their business. People are much more ready to change their habits when their business could be at risk.”
Step 2: Give clients a demo of the platform
Platform transitions will always require some level of time and energy from clients. Before making a shift, show your clients why the extra effort is worth it. The best way to do so? A live demo where they can get familiar with the new platform and see its benefits firsthand.
Bobby took this approach by walking clients through the new payments platform. He focused on how the new system would simplify their day-to-day interactions with Limetree Labs. He showed them how easy it would be to access the new portal with its personalized URL. The branding on the portal would make it difficult for phishers to spoof the payments system. The intuitive navigation meant that his clients wouldn’t have to depend on customer support for accessing historic invoices and payment options.
The demo helped ease clients’ fears about switching systems, showing firsthand how seamless the transition could be. As Bobby discovered, a well-executed demo is a major opportunity to win buy-in before the onboarding process even begins.
“Once clients saw how intuitive the platform was, they loved it. It became much easier to get them excited to properly onboard.”
Step 3: Make the onboarding process frictionless
When Bobby set out to implement his new payments platform, his goal was to make the onboarding process as smooth and supportive as possible. To achieve this, he allocated team members trained on the platform to assist clients during the first 30 days, providing hands-on guidance and addressing concerns in real-time. This personalized support gave his clients the confidence to navigate the transition while providing insight into any potential friction points.
This was even easier for Bobby, since his new payments platform was FlexPoint. FlexPoint offered dedicated onboarding sessions, step-by-step guides, and direct access to their support team throughout the transition period. The result? A frictionless onboarding that turned client apprehension into enthusiasm.
“With FlexPoint by our side, our clients didn’t feel like they were navigating this alone—that made all the difference.”
How FlexPoint became a trusted partner for Limetree Labs and their clients
FlexPoint did more than streamline payments for Limetree Labs—it became a key part of their client experience.
From a security standpoint, FlexPoint offered robust data encryption, consistent vulnerability testing, and a “no third parties” data access policy. This comprehensive approach to safety not only made it easier to get initial buy-in but also protected Bobby's clients from today's most prominent cyber threats.
Of course, the benefits of FlexPoint didn't stop at security. The platform also delivered an intuitive and easy-to-use home base for Bobby's clients to access all their invoices and payment-related information. This feature alone saved Bobby's team countless hours per week while improving the client experience every step of the way.
The credibility of Bobby's decision to migrate to FlexPoint became even clearer weeks after the switch when phishing emails spoofing their old system targeted some of Limetree Labs' clients. This real-world scare highlighted the importance of proactive protection and reinforced Bobby’s decision to make the switch.
Not only were their clients happier, but Limetree Labs’ numbers have also seen a boost:
- 50% faster invoice processing time
- 30% boost in operational efficiency
“Our clients adore FlexPoint, and so does our team. The intuitive interface and time-saving features make all the difference. We are looking forward to partnering with them for years to come.”
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