Work a customer's case

A case is one customer's page in Collections: what they owe invoice by invoice, everything your team did, and the actions you take next. Work from the top down: read, act, then set the next action.

Before you start

• You need the right Collections: work cases (notes, promises, reminders, disputes). To change the collector you also need Collections: assign collectors (full Collections only).

Steps

1. Open Collections → My collections today and select the customer.
2. Read the tiles: Balance, Overdue with the days late, Disputed, and the Collector.
3. Read Open invoices: each invoice with its Due day, what is Open, the Days late and its Marks (Disputed, Promised, On a plan).
4. Tick the invoices an action is about. With nothing ticked, an action takes the oldest invoices first.
5. To log what happened, go to A call or a note, choose the Kind (Call, Note or Message), type What happened, pick the Next action day and select Add.
6. To remind the customer now, select Send a reminder under A reminder now.
7. Under Case details, change what you need: Collector, Status, Next action, Customer group (it decides the reminder sequence), E-mail for reminders and Language.
8. Tick On hold (no reminders, no escalation) while you sort something out, or No reminders at all (the customer asked), No e-mails or No WhatsApp.
9. Select Save.
10. Scroll to Timeline to see every call, note, reminder, promise, payment, dispute and change, with who did it.

The actions on a case

Below the invoices, each action opens in place:

• Promise to pay: see record a promise on a case.
• Record a payment and A cheque received: see record a payment on a case.
• Open a dispute: see open and resolve a dispute.
• Instalment plan: see put invoices on a payment plan.
• Payment link: see send a payment link.
• Statement: see share a Collections statement.

Good to know

• A reminder now sends what is due by e-mail and puts the WhatsApp message on the list to send by hand. It never goes in quiet hours or twice in a day, and it says why when nothing can be sent (for example no e-mail and no phone).
• Account lines at the top opens the customer's full statement of account; Statement opens the Collections statement.
• Custom fields. If your organisation added fields to collection cases in Studio, they appear at the bottom of the case.
• Turning a conversation into a collection task in the Inbox adds a Message note to this case and moves a new case to In progress (see turn a conversation into work).
• Every change is kept in the case's timeline, with who made it and when.