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Thanks to the Receivables Management System,large companies can now save valuable time and resources.
Innova has proven expertise in simplifying the business processes used by giant enterprises with thousands, and even millions, of customers. Innova offers its Receivables Management System to companies who want to automate their collection processes. The system accelerates proceedings for firms that experience delays in the repayment of bills, fees, subscriptions and even loan instalments. It offers an automated set of tools whose aim is to facilitate the collection of outstanding payments without the need to resort to legal proceedings and for customers to be issued with late payment penalties.
Bills or invoices are sent to clients clearly showing the deadline for payment. Delayed receivables are then tracked for a predefined period in accordance with existing contracts. If receivables have not been debited after several notices and legal warnings have been issued, the customer’s contract is cancelled and the process of legal proceedings, perhaps leading to recovery through collection agencies, begins.
Although there are inevitably some customers who deliberately ignore their bills, there are many more who fail to pay for a variety of other reasons, for example simply forgetting or having a problem with their direct debit. The Receivables Management System is an automated solution that helps track customer payments from the moment their invoice is produced and manages all subsequent reminder and warning processes.
This module makes it possible to apply specially tailored approaches to different customer segments. End users can divide clients according to any criteria they choose, and a different set of receivables follow-up and reminder process can then be created for each customer segment. These processes can be tested on a sample group with the ‘Champion-Challenger’ feature and results can easily be monitored. According to the results of this test, process can be extended to an entire group or be redesigned from scratch. The module includes: action management, process management, segmentation management, task list statistics, task queue search.
The module that provides the infrastructure for defining flexible rules. This can be divided into two aspects, namely dictionary operations and rule operations. Thanks to this module, it is possible to create rules using all information held within the user interface and the system as a whole.
Customer and accounts information is managed in this module. All accounts represent the structure of the billing of services bought by each customer, which may include the provision of single or perhaps multiple services, such as telephone, data and many others. For example, a customer can request a single bill covering twenty different telephone lines in four different locations, and another bill for thirty internet lines. In this case there would be two accounts for the customer.
By using the Receivables Management System, receivables tracking can be carried on an account by account basis. It is also possible to apply exceptions on individual customers, accounts or even the specific services provided, so that receivable tracking processes would not be applied to exempted account or services. The module includes: customer display, customer exemption, account display, account exemption, subscriber display, and subscriber exemption.
This stage is carried out by a customer representative who attempts to convince customers to make payment using methods such as payment promise options. Administrative follow up can be initiated at any point in the receivables collection process. For example, it can be triggered a certain number of days after the due date of a particular bill, or after the debt reaches a predefined amount. Customers in the administrative follow-up stage can be distributed automatically to appropriate customer representatives on the basis of customer type, account type, debit amount or location. The module consists of: user operations and group operations.
Thanks to the wide ranging integration with enterprise applications, quick and simple follow-up processes can be based on accurate data.
The Receivables Management System takes care of every stage of administrative follow-up. Its integration features make it possible to collect information from many different channels, and it also generates its own data while carrying out its regular operations. This creates the need for the reporting module, which offers an overall picture of the receivables process by gathering information such as the stats of individual customers or groups of customers, information on collections, and information gathered during the communication process. The reporting module is particularly useful in moments when it is important for management to monitor processes in real time and is also a big help in the decision-making stages.
You can create more efficient management processes by defining specific rules for individual customers or customer segments in a way that perfectly matches your needs. The system can group customers in line with various criteria such as risk scores, account type and payment behaviour.
In addition, thanks to the system’s ability to manage exceptions for VIP customers, you can offer them special privileges, such as flexible payment options. As a result, the management of central and automated messaging and notices can be carefully planned, avoiding many potential problems in customer relations management.
The Receivables Management System provides a high standard of integration with existing business applications, operating within a logical framework that goes hand in hand with the structures of Customer Relations Management (CRM) systems. It therefore provides easy access to customer information and communication channels and ultimately offers an ecosystem capable of providing you with an uninterrupted stream of information.
One of the most important features that distinguishes this solution from its competitors is its instalment feature, allowing you to offer your customers easier payment opportunities. Apart from making instalment options possible, the system also lets you enrich your range of payment channels and allows your customers to pay in advance.
This solution makes it very easy to display and prepare reports on each stage of the Receivables Management System and the communication history of every customer. From details of what a customer promised in his or her last communication, to dates of previous payments, a great deal of useful information can be displayed on a single screen.
The Receivables Management System requires certain information in order to provide end-to-end management of administrative follow up. This includes customer account and subscription details, information on unpaid bills, bills paid within the previous two years, current status and so on. The solution collects this information by integrating with all relevant data systems related to the action to be taken. Taking CRM as an example, the Receivables Management System is able to take vital information from the CRM systems that hold customer data. On the other hand, when action needs to be taken during the follow-up period, such as cutting services due to unpaid bills, it is equally important that the system is able to share data with other units.
As well as syncing with other business applications, the Receivables Management System also integrates well with communication channels, making it extremely easy to reach customers through IVR systems, call centres and by email, letter and SMS. The different options also make it possible to target a particular customer or group of customers.
Since the solution enables integration with accrual systems, it is possible to upload customer bills to the Receivables Management System. Moreover, links with Innova’s PayFlex Collection System can be used to share data like received payments, instalments, corrections and new instructions. The Receivables Management System also synchronises with fault tracking systems to make them aware when a service has been cut off due to non-payment rather than due to technical problems. In addition, for the purpose of reporting, the system integrates with existing business intelligence and data warehouse applications. Finally, in cases where administrative follow-up has not led to a settlement of the debt, the Receivables Management System integrates with the Legal Automation solution, enabling a smooth handover to the judicial process.