Collections and Dispute Management

This scope item helps you to streamline debt collection processes, resolve customer invoice disputes, and manage overdue receivables. You can also reduce your exposure to the risks and costs of bad debt.

Dispute Management provides dispute managers with tools to process disputes centrally and protect customer relationships. They can effectively manage disputes by using dispute resolution tools, dunning integration, and workflow integration.

Collection specialists can proactively manage and collect overdue receivables by using receivables collections tools and dunning integration. The specialists have all the information and support they need to collect payments faster and provide improved customer service. They can identify bad debt risk potential and take preventative steps to reduce further exposure.

Key Process Steps Covered

  • Define organizational structure
  • Capture dispute cases
  • Investigate and assign dispute cases to responsible staff
  • Manage and follow up on dispute case
  • Close dispute cases
  • Automatically calculate items open for collections
  • Contact customers and document result of customer contact
  • Send correspondence

Benefits

  • Standardize processes for customer dispute resolution of invoices
  • Accelerate dispute resolution with advanced workflows
  • Increase the productivity of collections specialists
  • Contact and communicate effectively with customers and collaborate efficiently across departments
  • Minimize bad debt write-offs
  • Reduce days sales outstanding (DSO)
  • Optimize data quality and transparency