In small or medium-sized organizations, collectors are not only responsible for recovering past-dues, but they also handle dispute management in
order-to-cash. Meanwhile, collections analysts are responsible for recording the customer-initiated disputes, validating them to fast-track resolution.
For large enterprises, collections and deductions teams are usually separate. However, both teams have to work together to ensure faster dispute resolution and past-due recovery.
Whether it’s a large enterprise or a small business, collectors usually lack visibility into disputes raised by their customers.
Your collectors can encounter the following challenges while manually resolving ‘n’ number of disputes:
Collectors have to filter and search disputes for every single customer. After this, they have to inspect and validate the deduction or route it to the deductions analyst. Performing these tasks for 100+ customers can turn out to be a time-consuming job, and the overall slow dispute resolution might also delay the recovery of past-dues.
For resolving certain disputes, the sales team or the warehouse team might get involved. Usually, sales team/warehouse team members are given selective access to perform specific tasks and resolve disputes. In a manual world, selective accesses are provided via emails. It then becomes difficult for A/R teams to track these permissions provided to the sales/warehouse teams. The paper trail might also lead to a significant auditing concern towards the end of the quarter.
The upcoming sections dive deep into how your collection teams can gain a central view across all the disputes with Collections Cloud.
HighRadius Collections Cloud has recently enabled a feature named Disputes Tab. Disputes Tab can help your collectors to view all of their customer disputes in one place. They can then work on these disputes, send correspondences, or route these disputes to a different team.
The Disputes Tab can be configured based on your business requirements so that sales teams or warehouse teams can get selective access. This functionality allows occasional users to perform a required set of actions to resolve the dispute quickly.
With the introduction of a central tab to view and manage disputes, this is how a typical collector’s day would look:
Every morning, your collectors will be able to view the updated list of open disputes in the Disputes Tab. Collectors will also be able to view the aggregate of open dispute amounts.
Collectors can filter out disputes based on the customer name, invoice number, reason code, when the dispute was raised, the disputed amount, and a lot more.
Now collectors can perform various actions on those disputes, such as routing them to a different collector or deductions team, sending correspondences, changing the dispute’s status, and adding notes or attachments. Collectors can work on individual disputes to validate or even perform bulk actions on disputes such as changing status and sending correspondences.
To validate certain disputes, your collections team might need to collaborate with the deductions team. With HighRadius Integrated Receivables, your collectors can easily route such deductions to a deductions analyst, and the necessary information slows seamlessly from Collections Cloud to Deductions Cloud. The deductions analyst can now work on those specific deductions and research further to ensure a faster resolution.
Undoubtedly, the Disputes Tab simplifies the overall dispute management in O2C. However, continuous process improvement is the key to success for Order to Cash teams, so; this function will offer many more benefits in the upcoming months.
One of the more remarkable benefits would be that: a collector can escalate a dispute to their manager or director. When escalated to the A/R manager or director, they will be immediately notified and will be able to access all dispute-related information to get a complete picture.
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HighRadius Integrated Receivables Software Platform is the world’s only end-to-end accounts receivable software platform to lower DSO and bad-debt, automate cash posting, speed-up collections, and dispute resolution, and improve team productivity. It leverages RivanaTM Artificial Intelligence for Accounts Receivable to convert receivables faster and more effectively by using machine learning for accurate decision making across both credit and receivable processes and also enables suppliers to digitally connect with buyers via the radiusOneTM network, closing the loop from the supplier accounts receivable process to the buyer accounts payable process. Integrated Receivables have been divided into 6 distinct applications: Credit Software, EIPP Software, Cash Application Software, Deductions Software, Collections Software, and ERP Payment Gateway – covering the entire gamut of credit-to-cash.