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 Collecting Receivables


The collection specialist performs this process. It covers the following process steps:

  • Call Up Worklist

  • Prepare Customer Contact

  • Contact Customer

Process Flow

Call Up Worklist

A worklist is created automatically for each collection specialist on a daily basis (see the process Data Synchronization and Creation of Worklists ). The collection specialist logs on to the Collections Management system and calls up the worklist. The worklist contains all customers to be contacted in order of priority. The prioritization of the customers in the worklist (worklist items) is determined by the collection strategy assigned to the customer.

Prepare Customer Contact

To prepare the customer contact, the collection specialist needs information about why the contact is necessary. He also needs to consider the customer’s account and previous customer contacts.

He can see why the customer contact is necessary by displaying the valuation of the customer according to the collection strategy. Here he can see an overview of all collection rules fulfilled by the customer. Example: The customer has broken promises to pay or open receivables with dunning level 3.

For a view of the current status of the customer account, the collection specialist can look at the worklist. This contains key figures for the customer, such as outstanding amounts, the amount to be collected, the amount of broken promises to pay, or when and with whom the last customer contact was carried out. By navigating to the function Process Receivables , the collection specialist can display the detail view of the customer. Here the open receivables of the customer are listed with their respective status. At a glance the collection specialist can see which part of the invoice is open, whether anything has already been paid or credited and how much, and promises to pay, dispute cases, and dunning notices for the invoice. The collection specialist can also view an overview of previous customer contacts that informs him of the results of previous contacts with specific contact persons at the customer. He can also see promises to pay, dispute cases, and resubmissions that arose from customer contacts.

Contact Customer

To make the contact, the collection specialist uses the contact data of the contact person at the customer that is displayed in the function Process Receivables . The collection specialist enters the results of the customer contact in the system.

If a customer promises to pay open invoices, the collection specialist creates promises to pay for the invoices specified. The system automatically monitors whether this promise to pay is kept. If the collection strategy is configured accordingly, when promises to pay are broken the customer appears on the worklist again.

If the customer objects to an invoice, the collection specialist can create a dispute case for the invoice. The department responsible can process the dispute case immediately. If the result of the dispute case processing is such that the objections of the customer are unjustified, the corresponding status of the dispute case leads to the customer appearing on the worklist again. The invoice is relevant for receivables management again.

If the collection specialist cannot reach the contact person, or the contact person requests that the collection specialist calls back, the specialist can create a resubmission. On the date specified the customer appears on the worklist again.

After the customer contact has been carried out, the contact is summarized and documented. The system creates a standard note and adds all promises to pay, dispute cases, and resubmissions created to the customer contact. The collection specialist then enters a Contact Result and returns to the worklist. There he prepares the next customer contact.