Managing Disputes
How does it work?
CVG Value+’s dispute and query management workflow functionality handles customer payment queries, disputes and complaints management. The functionality provides the interdepartmental integration, tracking and reporting essential for an accurate enterprise-wide view of customer payment issues.
Benefits
This functionality is available to collectors and other customer service users who may be identifying disputes and queries. The integration of customer services with AR provides a set of shared metrics, reporting and visibility across the processes. This means that AR collections is made significantly less complex and customer service processes are brought more in line with company objectives and customer expectations. Effectiveness and efficiency are enhanced as:
- Users find the software-facilitated processes lead to greater motivation.
- Communication is improved through automated messaging in escalation and resolution paths.
- Work is undertaken to pre-defined service levels.
Unique Functionality
- Dispute / query identification, categorisation, allocation and resolution according to SLAs by segment
- Customer service management is revolutionised by integrating the sales customer service function with the AR function providing a set of shared metrics, reporting and visibility across the processes
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Project Sponsor, Global Electronics Giant
Bridging the Gap
The tighter economic conditions have prompted businesses looking for competitive advantage with their customers to implement best practice software that integrates AR credit and collections with customer service management, as Dickie Bielenberg explains.
