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Collection process automation: Touchless email reminders to customer and Automatic collection task creation

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Hitachi Solutions > Blogs > 2021 > 03 > Collection process automation: Touchless email reminders to customer and Automatic collection task creation - Part 2

Continuing with the setup that was covered in Part 1 of this blog, it is now time to review the remaining details to properly set up the automation process on Microsoft Dynamics 365.

Process details

The process details section defines in detail the strategy for customer engagement for the different customer pools present in our process hierarchy. 

Regarding the customer engagement strategy for collections, there are 3 different actions (action types) that can be established: Email, Collection letters and Activity. Additionally, for each new step of the collections process, the fields When and Days in relation to invoice due date will define the date in which the Action will take place.

  • 2.1 Email:

Send automatic email reminders to customers, in accordance to the email template established in the ‘Business document email template details’ fast tab.

When selecting a process step of the action type ‘Email’, it is important to take into consideration the fields ‘Recipient’ and ‘Business purpose to contact’, which will determine the email address which will be the recipient of the reminder. For example, if the recipient selected is ‘Customer’ with the business purpose contact ‘Invoice’, the system will retrieve the email address from the Customer Master, with the assigned purpose of ‘Invoice’.

In the ‘Business document email template details’, the email template to be sent to the customers is specified, in addition to the sender of the email. The email template itself is composed by the Subject of the email and the email Body.

Multiple translations can be set up for each email template in the Business document email template fast tab. Consequently, the system will identify the language defined for the Recipient and send the corresponding email template. For example, if the recipient selected is ‘Customer’, the system will analyse the Language field in the Customer Master and send the email template defined in that language. If no matching translation is available, a blank e-mail will be sent to the Recipient.

  • 2.2 Collection letter

Automatically create collection letters on overdue customer balances. At this point, collection letters will also be posted to the Ledger if the Post collection letters automatically option is enabled in the Accounts Receivable parameters.

After this process, the created collection letters will be ready to review and send to the customers involved in the selected customer pool. To review them go to Credit and collections > Collection letter > Review and process collection letters.

  • 2.3 Activity

Create activities automatically on the internal schedule with regards to the customer invoice due date.

When the selected action type is an activity, the corresponding activity template needs to be selected on the Business document field. Alternatively, a new activity template can be created to standardize the occurrence creation on the internal calendar, on the Business document activity details fast tab. This fast tab allows users to define the activity type and specify a purpose, being even possible to define the number of days for the completion of the activity, to consequently calculate the activity end date.

Newly created activities through the collection process automation can easily be reviewed in the Customer credit and collections Workspace by sliding the view to the Collections section and selecting the Activities list

Process automation

Credit and Collections > Setup > Process automation

In the Process automation form, a new process automation series can be created after the collection process setup is concluded, so that the automation is set to run. Process automation is a shared form with System administration, allowing for the scheduling of various processes to run by the batch server.

It is important to note that for the automatic collection process to run with updated data regarding customers invoices and open balances, the aged balance needs to be up to date. As such, it would be advisable to set the periodic task of aging customer balances on a batch processing and set a recurrence consistent with the process automations that are in place for said legal entity. Age customer balances following the path:

Credit and collections > Periodic Tasks > Age customer balance

The process of creating a new process automation starts as shown below:

After selecting the schedule type and the desired company to apply it to, fill in the general form that is divided into three different columns:

  • Series: identify the name of the new series of occurrences, give it a description and specify the owner of such process
  • Scheduling: select the time on which the process is going to run. A start date is necessary for the process to start. If applicable, select an end date. As for the occurrence pattern, indicate when this process will repeat (daily, weekly, or monthly) and how often it will be repeated.
  • Alerts: specify which alerts the series owner will receive. Tick the options as desired.

On the next step of the automation process configuration, a new page opens with the collections process setup previously created, allowing users to confirm that the hierarchy to be followed is correctly set up, with all the process details listed and templates selected.

On the third and last page of the automation process configuration, it is possible to have an insight into the customers who are assigned to the selected customer pool.

Clicking on the Next button will then create the new collections process automation.

Get in touch with our experts today 

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Carlos Salazar

Carlos Salazar works as a Functional Consultant for Microsoft Dynamics 365 Finance and Operations Application. Carlos graduated from Universidade do Minho with a master’s degree in Business Economics, after which he worked as Business Development Manager and subsequently as a financial auditor in one of the Big Four audit companies. Carlos joined Hitachi Solutions Europe in September 2020 and works from the Portuguese office located in Porto.

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Author Spotlight

Carlos Salazar

Carlos Salazar works as a Functional Consultant for Microsoft Dynamics 365 Finance and Operations Application. Carlos graduated from Universidade do Minho with a master’s degree in Business Economics, after which he worked as Business Development Manager and subsequently as a financial auditor in one of the Big Four audit companies. Carlos joined Hitachi Solutions Europe in September 2020 and works from the Portuguese office located in Porto.

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