- My work
My follow-ups (Overdue, Due today) and My collection accounts (My work, the CRM dashboard).
- The worklist
Collections > My accounts, highest priority first. Promises Due today and Broken or missed come first (The Collections desk).
- Call and record
Open the account panel: bills, contacts, last receipt. After the call: Record promise with the amount and date (Promises to pay), or Follow-up call for tomorrow; or Log call on Customer 360 (Customer 360 and the statement of account).
- Letters
Dunning letter at the account's stage: reminder, second reminder, overdue notice, final notice, credit hold.
- Disputes
The customer disputes a bill: Raise dispute on the invoice's CRM panel. The amount leaves your collectible total until the dispute is resolved (Disputes, renewals and recoveries).
- Close the work
With Close collection work once paid switched on, a posted receipt closes it by itself. Otherwise press Close work with the reason (Paid in full, Settled by credit note, Payment plan agreed, ...).
- The nightly run
Promises are judged, cases move up the ladder, and new follow-ups appear for the next day (The dunning ladder and collection cases).
Before you start
- Open My work: My follow-ups (Overdue, Due today) and My collection accounts (My work, the CRM dashboard).
- Check that last night's run happened. If promises more than a day past their date still show Open, or new overdue customers have no case, the run did not happen or the collections automation settings are off (The nightly run and the run-now buttons).
- On Collections, start with the filters Due today and Broken or missed (The Collections desk).
End of the day
- Every call has an outcome: a promise with an amount and a date at most 180 days away, or a follow-up for the next call (Promises to pay, Contacts, activities and follow-ups).
- A bill the customer disputes has a dispute raised on it, so it leaves your collectible total until it is settled (Disputes, renewals and recoveries).
- An account is closed only when it is really paid. A cheque in hand, or a receipt waiting for approval, is not money received (Where the money figures come from, The dunning ladder and collection cases).
- No call was booked for a customer marked do not contact (The Collections desk).
Common questions
A promise date has passed, but the promise still shows Open.
Promises are judged only by the nightly run (or Run collections now). A promise is marked Partial or Broken only after its date and one day's grace, and Kept at the first run after the full amount is posted (Promises to pay).
The customer gave a post-dated cheque. Can I close the work?
Not yet. A cheque in hand is not money received in CRM: the balance, the bills and the promise change only when the receipt is posted in Accounting.