Simplify with Fiori: Collection Specialist

This demonstration showcases the monitoring and follow-up activities pertaining to the collection of a company’s Accounts Receivable via a single user interface.

Michelle is the Collection Specialist within the organization. Her main job responsibilities include contacting customers via telephone to remind them they need to pay their open invoices. Michelle averages 50-70 customer calls per day-70% based on her contacting the customer (outbound) and 30% responding to calls received by customers.

Her main objectives are cash collection and maintaining low overdue accounts receivable balances. Michelle has very little time per call that she makes. In addition, customer behavior is unpredictable. Some customers are willing to pay, other customers raise a dispute, some customers do not respond at all or request a call back at a later
time.

The main persons that Michelle is in contact with in performing her duties include the Receivables Manager, external customers and the business departments –Accounts Receivable and Accounts Payable. In order for Michelle to perform her job responsibilities effectively, she needs the following:

  • a prioritized worklist that clearly identifies the customers that should be contacted that day
  • a quick 360 degree view of the customer’s current accounts receivable situation
  • a user friendly user interface that allows Michelle to enter all relevant information while she is interacting with the customer on the phone

SAP’s Collection Worklist solution provides all that. I will show you how! Select the scene “Monitor Accounts Receivable”. You are presented with a dashboard type launchpad with “tiles” that access information that is needed by the role of the Collection Specialist to perform this job function. The dashboard is tailored to address the needs of the collection specialist.

Under Collection Management select the Process Collections Worklist tile. Note that the tile is displaying 8 open items. This information is being read dynamically from the transactional system. The Worklist provides a list of customers that the collection specialist needs to contact that day. The customers have been assigned to Michelle based on collection
strategies defined in the ERP backend system (SAP Collections Management).

Select the Days in Arrears for the first customer on the list. A graphical trend of this customer’s late payment history is presented. This represents the number of days the customer has paid too late over a given time horizon – here the time period January through September. Michelle then selects a customer and can view the customer name/address. Selecting the item for this customer she is able to get access to a list of all the outstanding invoices (open items) for this particular customer. She is able to see detailed information such as the invoice status, due date, number of days in arrears and dollar amount. (note: this
screen is part of the Process Receivables application).

At this point Michelle can contact the customer using telephony integration (outside the scope of this demonstration) to remind the customer of the outstanding invoice(s).
Selecting the Due Date Grid provides Michelle the overdue/not yet due invoice amounts for a customer by aging category. Michelle can also access the Payments history for this customer by selecting the Payments function.

Returning to the Invoice list, Michelle can look at the details of the customer’s invoices. She selects the first invoice in the list. In addition to seeing the details of the invoice in the  system she can also access the PDF version that was created and submitted to the customer by selecting on the PDF function. All this can be accomplished through one single user-interface. The data is being read from the transactional systems where daily business activity (transactions) is being entered in the system, aggregated and reported on in real-time.