DISPUTE AND QUERY MANAGEMENT
“Any unmet expectation, real or perceived, that results in or could result in short or non-payment from Derco or from the Customer”
Dispute management focuses on disputes related to invoices
Disputes have a value tagged to them and therefore impact payment
Complaints and queries will lead to short payment of not resolved promptly
Integration with Collections
Fully integrated with Collection Management in order to identify Customer Service Issue early, speed up resolution process and obtain payment on time. Disputes can be created, routed to another team or held by the collector with related activities routed to other teams. You can dispute part or all of 1 transaction or a number of activities all within the same dispute type.
SLAs by Customer Segments
Customer service dispute and query management actions are predefined by segments, where priority on resolution is given to the most important customers.
Dispute/Query Codes
Dispute/query identification, categorisation, allocation and resolution according to SLAs by segment. A library of codes can be used to raise, update and resolve queries. The codes can be customised to support the particular process and technology of the business.
Workflow Routing
Configurable workflow identification, escalation, resolution and closure paths by Customer Service issue type. Disputes/queries and attachments can be routed to individuals, groups and customers across email. The query workflow rules are defined in the Rule Based Routing Templates.
Rule Based Routing Templates
Rule based templates can be created from over unlimited interchangeable data fields, for assigning work to individuals or groups of query handlers. Templates can incorporate escalation procedures, for unresolved disputes/queries, or can be designed specifically for escalation purposes.
Dispute/Query Attachments
Documentation attached to disputes/queries, link with document management system if applicable. Attachments can be automatically generated for fax, print or email and other e-communication integration or other document management applications.
Disputes Line items
Disputes can be logged and attached to any transaction line in an invoice or sales order. The value assigned to the dispute is displayed in the dispute details screen and is equal only to the value of the line item or items selected.
Dispute/Query Assignment
Automatic dispute/query assignment by business unit or any individual within the process. Ownership of a dispute/query can be assigned to anyone with a company email address. The software interfaces with the email address book to control the routing of the query.
Dispute/Query Re-Routing
Ability to re-route a dispute/query to the most appropriate resolution area.
Escalation Procedures
Dispute/query can be automatically escalated to a manager or supervisor if customer complaint is not resolved within the agreed SLA. Escalation steps and procedures are defined upon configuration of the workflow.
Auto Communication
Configurable auto communication of any raised and resolved service issues to customer or internal employees (such as account manager, collection, finance and resolution areas) configurable by customer segment.
Work List Control
The system allows managers or supervisors to define groups and group members that will have access to each type of work list.
Dispute/Query Screens
The software automatically populates the screen with associated customer and account information when an item is selected for a dispute/query.
Non-financial Complaints
Queries can be logged against non-transactional items such as customer complaint letters, reference numbers, closed transaction and any other customer service issues.
Automatic Dispute/Query Closure
Defined workflow can be created for automatic closure on receipt of payment of any associated dispute/query. This can be flagged and no further follow-up is required.
Association of Data Template
Automated association of any data template for searching and attaching dispute/query to invoices, line items, sales orders, products type and documents can be configured on the software.
Dispute/Query Activity Summary
A summary of each dispute/query activity is captured in a date and time stamped history record linked to the query. Users can select an action and drill down for more detailed information and audit trail the whole history.
Summary Status
Summary information relating to financial and non-financial status can be viewed for each customer. Dispute/queries are shown in ageing bands with value attached.
Clean Customer Statement
Any disputed customer’s invoice can be excluded from reminder action, including statements and dunning process.
Duplicate Dispute/Query
Multiple disputes/queries can be logged against individual transactions or references. However, the software will automatically alert the user of the existence of an open dispute/query.