SAP Collections and Dispute Management (Part 2) -- Manage Payment Disputes: Product Demo

Learn how the SAP Collections and Dispute Management application integrates with other customer-facing tools to help consolidate, manage, and resolve customer disputes quickly and effectively.

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    • SAP Collections and Dispute Management, part 2. Manage payment disputes more effectively and proactively.
    • In this demonstration, you'll see how the SAP Collections and Dispute Management application integrates with other customer-facing tools to help consolidate, manage, and resolve customer disputes quickly and effectively.
    • As part of a broad collections management strategy, this proactive approach to dispute management can help you reduce days sales outstanding, increase collections efficiency, and improve cash flow—all the while focusing on customer service and satisfaction.
    • Let's first consider how a customer might register a dispute.
    • If you're using SAP ERP Financials and the SAP Biller Direct application, a customer might log in and register the dispute right there.
    • They can select an invoice, click the action button, and enter information about their dispute, including the reason why there is an amount in dispute, comments, their contact information, and more—they can even upload evidence or documents to support their claim.
    • This information is captured in the SAP Biller Direct application, but because the SAP Collections and Dispute Management application integrates with SAP ERP Financials the details about the dispute become part of the collections
    • and dispute management process that your collections agents and dispute managers can manage using the SAP Collections and Dispute Management application itself.
    • Your customers might also register a dispute simply by underpaying on an invoice—and in that case the SAP ERP Financials application can create a dispute case automatically.
    • Dispute cases can be created for residual items, for reason codes, for incoming payments, or for open items.
    • Finally, a dispute might come to light in the course of a call from a collections agent.
    • As soon as the collections agent understands that the charge is in dispute, he or she can create a dispute case right there in the SAP Collections and Dispute Management application.
    • So, regardless of how or where a customer registers a dispute, the integration between SAP software products ensures that the information is captured and passed along to the agent most qualified to resolve it.
    • The fact that your customers might dispute a charge is rarely a positive sign—but your proactivity in terms of enabling them to dispute a charge and then responding quickly can be the first step down the path towards an improved relationship with that customer.
    • With the information about the dispute case in SAP Collections and Dispute Management, I can quickly and easily interact with other departments in my company to research the customer's claim.
    • I might need to interact with a variety of departments—operations, sales, accounts receivable, customer service, and more—and the SAP Collections and Dispute Management application uses advanced workflow and automatic escalations to facilitate those interactions.
    • All the information about the dispute resides in a shared file, which makes it easy for personnel from different departments to access the information and help resolve the dispute quickly.
    • If I find that a claim is justified, I can make sure that the proper credit memo is issued to resolve the disputed invoice.
    • The status of the item can then be changed to "resolved."
    • In the case of a short payment, the credited amount can automatically offset the residual balance, and if it were a non-payment situation, the net balance would be due after issuance of the credit memo.
    • If I find that a claim is unjustified, I can return it to the collections work list for follow-up.
    • However the dispute is resolved, the record of its resolution in the SAP Collections and Dispute Management application automatically rolls up to the ERP system, so the SAP ERP Financials solution knows to expect a payment (if one is due) or to credit the customer's account (if one is not).
    • And, as payments are recorded in SAP ERP Financials, the record of that payment is reflected in the collections work list that shows up on my agent's screen.
    • As you have seen, the SAP Collections and Dispute Management application integrates with other customer-facing tools to help consolidate, manage, and resolve customer disputes quickly and effectively.
    • As part of a broad collections management strategy, this proactive approach to dispute management can help you reduce days sales outstanding, increase collections efficiency, and improve cash flow—all the while focusing on customer service and satisfaction.
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