Customer Story
CarterBaldwin
How CarterBaldwin built a frictionless reimbursement experience for executive search candidates
At a Glance
- Industry
- Executive Search
- Headquarters
- Atlanta, Georgia
- Use Case
- Candidate & board member reimbursements
- Reimbi Since
- September 2022
CarterBaldwin is an Atlanta-based executive search firm conducting nationwide searches and managing approximately 100 active searches at any given time. With each search involving three to five traveling candidates, the firm processes a substantial volume of candidate reimbursements throughout the year. As an executive search firm serving high-level clients across the country, CarterBaldwin needed a reimbursement solution that reflected their professional brand while being effortless for candidates to use.
The Challenge
Before implementing Reimbi in 2022, CarterBaldwin relied on a manual, paper-based reimbursement process that consumed significant administrative time and created friction for candidates.
The old process required:
- Sending Excel spreadsheets to candidates after each interview trip
- Manual review and approval workflows
- Data entry into financial systems
- Printing and signing physical checks
- Mailing checks and hoping they arrive
Meredith Malec, the business manager at CarterBaldwin, described what this looked like day to day:
"We'd go through our internal approval process, enter it in our financials, print a manual check, get our CFO to sign it, stick it in an envelope, put a stamp on it, and hope it gets there."
Meredith Malec
Business Manager, CarterBaldwin
The manual process not only consumed valuable staff time but also caused delays for candidates awaiting reimbursement. For a firm conducting executive-level searches, this administrative burden detracted from more strategic work.
Why CarterBaldwin Chose Reimbi
When evaluating reimbursement solutions in 2022, Malec discovered that most tools on the market weren't designed for her use case.
"I looked at other tools, and either they were really for employees, or they were just too much. We don't need all these bells and whistles. We're reimbursing candidates, and that's it. All these other tools try to add on things we didn't need, and it was too expensive because they have all these add-ons."
CarterBaldwin needed a solution specifically designed for guest reimbursements that wouldn't require candidates to remember passwords, download apps, or navigate complex systems designed for daily users. Key requirements included:
- Simple enough for occasional users who aren't expense report experts
- No password required
- Minimal learning curve for non-tech-savvy candidates
- Streamlined internal approval workflow
- A professional experience that reflects well on the firm
Reimbi was the only solution Malec found that focused exclusively on guest reimbursements without unnecessary complexity.
The Solution
CarterBaldwin implemented Reimbi in September 2022, creating a streamlined process where candidates receive a link after their interview trip and submit their expenses through Reimbi's simple interface.
The platform provides complete visibility to CarterBaldwin's team. The travel coordinator can quickly review submissions to catch any errors — like a hotel charge that was already paid directly. The CFO can approve reimbursements with a single click, often from her mobile phone while away from the office.
"It's become very, very easy internally to do this."
The Results
0
Candidate pushback or complaints
3+ yrs
As a Reimbi customer and counting
~100
Active searches managed at any given time
1 click
CFO approval, even from mobile
After more than three years as a Reimbi customer, CarterBaldwin has processed hundreds of candidate reimbursements with remarkable consistency.
Zero Candidate Resistance
"I've never had anybody say, 'Can you just send me a check?' or 'This is too hard to use. I can't figure it out.' I've never had any pushback."
Works for All Demographics
Even candidates who aren't tech-savvy navigate the system without issues.
"We have people who are super old school, and they can use it without issues."
No Payment Support Burden
Under the old manual check process, CarterBaldwin regularly encountered lost or delayed payments. Candidates would call to ask whether their checks had been sent, and the firm would have to wait weeks before canceling and reissuing a new check.
Now, if there are any payment issues, incorrect bank information, or questions about timing, Reimbi support works directly with the candidate to resolve them. CarterBaldwin's team is completely removed from the payment troubleshooting process.
Beyond Initial Expectations
The simplicity of Reimbi has enabled CarterBaldwin to expand its use beyond standard candidate reimbursements. When clients occasionally request help organizing travel for their board of directors during the search process, CarterBaldwin can easily extend Reimbi access to board members.
"We've had instances where a client has asked us, 'Can you help organize the travel for our board of directors?' and we're like, 'Sure we can do that.' We've had clients who are part of a board see Reimbi in action, and it's been like, 'What's the easiest way we can get people reimbursed? Oh, Reimbi, let's just send them a link. It's super easy.'"
Why CarterBaldwin Remains a Customer
The word Malec uses repeatedly to describe the experience is "frictionless."
"People aren't using this every day as part of their job. It's got to have a super simple user interface. It's got to be super basic. They don't need to create a password because they'll use it only occasionally. They need easy reimbursement."
When asked about the biggest reasons CarterBaldwin continues to use Reimbi after three-plus years, Malec points to seamless integration with their internal processes and a consistently positive candidate experience. The proof is in the feedback — both from candidates who navigate the system without issues and from CarterBaldwin's own CFO, who appreciates the streamlined approval process.
"It's become very, very easy internally to do this. It's super easy for our candidates. We've gotten good feedback from our candidates, so there's no reason to replace a system that has worked this well for this long."
See Reimbi in action
Your team spends less time on reimbursements. Your candidates get reimbursed faster. See how Reimbi makes both happen.
