Managing Deferrals and Installment Plans in Interaction Center 

Purpose

The Interaction Center agent can use this business process in order to defer open items and create, change, and deactivate installment plans for the original receivables amount when a business partner who is unable to fulfill their payment obligations calls the Interaction Center. The individual installments are defined with their amounts and due dates in the installment plan. The system then takes account of the individual installments in the installment plan instead of the original receivables during dunning and in the payment run.

Process

The business process consists of the following steps:

...

       1.      Identify account for Financial Customer Care

       2.      Identify business agreement

       3.      Run interactive script

       4.      Display open items

       5.      Create deferral of selected items

       6.      System updates deferral data

       7.      Display installment plan overview

       8.      Display details of selected installment plan

       9.      Change selected installment plan

   10.      Deactivate selected installment plan

   11.      Create new installment plan

   12.      System updates installment plan data