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How Scratchpay significantly reduced onboarding

Scratchpay, a Pasadena, CA-based company, provides point-of-sale financing at veterinary clinics for pet owners who need to pay for unexpected pet care.

  • Industry: Financial Services
  • Location: US
  • Key feature: Kixie

Through CRM Pipedrive and fully integrated phone service Kixie, Scratchpay significantly reduced onboarding time and more than doubled their sales team.


Increase in clinics that rate Scratchpay’s phone support highly


Number of hours to onboard new reps, reduced from 2 days


Amount sales team has increased in size

The challenge

When it’s time to build a relationship and turn a vet clinic into a happy Scratchpay partner, the phone call is king. However, Scratchpay’s reps were struggling because they were having to manually log calls, which was a waste of valuable time and energy. Dialing the number for each call also led to several lost hours per month.

The managers were struggling because there was no way to listen to reps’ call recordings to ensure they were doing a good job on the phone, or to provide context to future reps regarding past conversations with the clinic. Call statistics were non-existent, making it even harder to track salespeople’s performance.

Being in the financial services industry, it’s especially important for us to have calls logged so that we can quickly address nuanced queries about our offerings. In order to acquire new partner clinics and support them on an ongoing basis, we needed a visual CRM tool to organize our follow-ups and a full business phone system that could automatically log calls and recordings.

Angela MorrisetteScratchpay’s partnerships director

With all past call recordings logged in the right place in Pipedrive by the Kixie integration, we are able to efficiently identify and clarify the complex queries of our partners and borrowers. This has allowed us to grow and support our growing network of vet clinic partners. Furthermore, the visual nature of Pipedrive’s deal pipelines has allowed our reps and managers to see, at a glance, how many deals a rep is working at any given time and what stages those different deals are in.

Angela MorrisetteScratchpay’s partnerships director

The solution

Thanks to CRM Pipedrive and fully integrated phone service Kixie, Scratchpay reps can easily manage their pipeline and phone solution from one dashboard, with plenty of automations to streamline the process, saving time and effort. Managers, meanwhile, can access accurate statistics from both Kixie and Pipedrive’s sales dashboards.

Meanwhile, Scratchpay’s Pipedrive integration with Zapier automatically creates both a contact and a deal when a clinic signs up. From there, one of Scratchpay’s sales managers is alerted about the new clinic’s inquiry, they then assign the Pipedrive deal to the salesperson that best fits the clinic’s needs and the salesperson begins their sales process.

The results

Since moving to Pipedrive and Kixie, Scratchpay has seen a rise in its Net Promoter Score (NPS) thanks to its dramatic improvement in phone support. From Q1 to Q2, Scratchpay’s first two quarters using Kixie and Pipedrive, the percentage of partner clinics who rated Scratchpay’s phone support highly jumped from 62% to 70%.

Pipedrive and Kixie’s easy-to-use interfaces have also decreased onboarding time. Before their partnership with Pipedrive, it took Scratchpay three days to onboard a new rep. Now it takes a three-hour training session. This time savings has allowed Scratchpay to easily grow its sales team from two reps to five.

The combination of these powerful tools, along with our wonderful sales staff, allows us to create an excellent experience for our borrower and clinic partners.

Angela MorrisetteScratchpay’s partnerships director

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