Case Study: Vax achieves 74% cut in payment failures and saves hours of admin with GoCardless

Vax Cut Payment Failure Rates By Over 74% And Saved Hours Of Admin With Gocardless

Vax, a floor‑care products company with about 350 employees, faced a labour‑intensive payments process and high rates of failed or defaulted instalment payments. As a business new to Direct Debit, Vax struggled with fixed collection dates, no notifications for cancelled or expired cards, and frequent, difficult phone calls to collect card details — all of which drove up payment complaints and admin time before adopting Direct Debit through GoCardless.

GoCardless provided a managed Direct Debit implementation (including a project manager and a 10‑week go‑live) and automated daily visibility of collections and new subscriptions, allowing Vax to track and proactively recover payments. The result: Vax cut failed payments by over 74% (defaults fell from 23% to 5.7%), 45% uptake of pay‑monthly in a DRTV campaign, and hours saved each week previously spent chasing payments — delivering a much smoother customer experience via GoCardless.

Vax

Nicki Harris

Customer Success Manager