How Momentum Telecom built a collections function that scales with the business instead of against it.
Founder's note. Every finance leader I talk to is under the same quiet pressure: do more, with a team that isn't allowed to grow. I built Auditoria to break that trade-off — to let a team's capacity scale without its headcount scaling. Momentum Telecom is one of the cleanest proofs of that idea I've seen. They grew revenue 250%, doubled their customer base, and added exactly one person to collections. Rohit, Auditoria.AI
Momentum Telecom has grown revenue 250% over the past several years; part organic, part a relentless acquisition strategy that took their customer base to more than 6,000. Every one of those relationships came with its own payment behavior, contract structure, and collection sensitivity. The billing complexity didn't grow linearly. It compounded.
Through all of it, the collections team added one person.
That's the number I want you to sit with. The default playbook says a doubled customer base needs a dramatically larger collections team. Momentum's leadership rejected that math early.
"By growing so fast, we have only added very few people to the group, and that's where Auditoria has really come in to help us. I needed my people to do more critical thinking and a lot less manual day-to-day work. No one was going to approve hiring more collections people, so this was the only way."
— Taylor Clark, SVP and Controller, Momentum Telecom
Read that last line again: this was the only way. When you can't hire your way out, automation stops being a nice-to-have and becomes the strategy.
Before Auditoria, the collections team of four to five ran entirely on manual effort. No purpose-built collections system. Dunning reports issued by hand. Follow-up calls uncoordinated. And because there was never enough time, old receivables just sat there — nobody had the visibility or the capacity to work them systematically.
This is the hidden tax of manual collections: it's not just slow, it's misallocated. The team's best judgment was buried under administrative work, so the accounts that actually needed a human rarely got one.
Telecom collections is not a clean use case. Momentum operates in a heavily regulated environment, manages customers across multiple legacy billing systems inherited through acquisitions, and runs on Logisense — a billing platform few vendors have ever integrated with. Layer on state-level compliance rules governing how AI can touch customer data, and you have a deployment that goes well beyond plug-and-play.
We built for that. Auditoria's integration with Logisense runs through a universal connector, processes the data, and drives automated dunning communications without ever touching the sensitive invoice data in Momentum's billing documents. Customers who need a copy of their invoice are routed to a self-service portal, keeping the whole process compliant.
"Because we are in telecom, there are a lot more restrictions. There are state codes that remain strict on the ability to use AI to access customer data. We have a Governance Committee, and we've got specific steps we follow."
— Taylor Clark, SVP and Controller, Momentum Telecom
Implementation took about six months, most of it spent getting the data mapping and file formatting exactly right between Logisense and our platform. Once the integration was stable, the team configured dunning strategies by customer segment, reflecting the different payment behaviors and risk profiles across everything Momentum had acquired.
"One of our biggest obstacles was reporting and how we wanted to group the data, because we separate accounts by legacy system. Once we got that nailed down, it was pretty easy."
— Marc Palmese, Manager of Revenue and Collections, Momentum Telecom
It's not "the software sends the emails now." Auditoria works across Momentum's systems to ingest receivables data, identify the right contacts, apply the correct dunning strategy per segment, trigger communications at the right point in the cycle, and surface the exceptions that need a human. The team's role shifted from executing the process to managing it.
By the numbers — before vs. after Auditoria:
"From a reporting perspective, who you're dealing with matters. It's important from a write-off and reserve perspective that I know which customers represent more risk, so I can adequately provide for them on the balance sheet."
— Marc Palmese, Manager of Revenue and Collections, Momentum Telecom
In a business where customers are highly incentivized not to fall behind on their telecom bills, dramatic DSO improvement was never going to be the headline. DSO went from 30–34 days to around 28 and held there. Solid — but not the point.
The point is that they held a strong DSO through 250% revenue growth and a doubled customer base without adding the headcount that would otherwise have been required. Efficiency that shows up as avoided cost and preserved margin rarely gets a dashboard, but it's often the most important number in the room.
"I'm really pleased with Auditoria. It's made life a whole lot easier, and our collections team is running smoothly. We've also been able to double our business in size and Auditoria has really been our seventh team member."
— Marc Palmese, Manager of Revenue and Collections, Momentum Telecom
"Our seventh team member." That's what an AI agent should feel like — not a tool you operate, but capacity you gained.
1. When you can't hire, capacity is the strategy. Momentum decided early that scaling headcount with revenue wasn't viable. That clarity is why this worked.
2. Complexity is not a reason to wait — it's the reason to start. Regulated industry, legacy billing systems, an obscure platform. Automation delivered because the environment was hard, not despite it.
3. Measure the cost you avoided, not just the metric you moved. The DSO barely improved. The business transformed.
Momentum is now building toward predictive collections combining external credit signals, D&B ratings, and behavioral pattern recognition with their existing workflow to flag risk before an account falls behind.
"If a customer has been a consistent payer for four years and is now behind on two invoices, that should be a red flag. Having that kind of trigger, where the system tells you these are the five accounts you need to focus on today and why, would be genuinely useful."
— Taylor Clark, SVP and Controller, Momentum Telecom
For finance leaders in complex, regulated industries weighing this: the technology doesn't need a simple environment to deliver. It needs clear thinking about what your team should accomplish — and the willingness to configure it properly for the business you actually have.
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