Automated AR Collections Email

MAG-313

Proposal Summary 

Magswitch would like to implement Automated AR Collections Email 

Requirement

Magswitch wants to automate a workflow that will send customers an email reminder to pay their bills at 31, 61, and 91 days.  Magswitch already created email templates that they send manually but they would like to have the emails automatically sent to the customers. 

This is for specific invoices only.  Need to send a reminder to the customer when their invoices are 31, 61, and 90+ days past due. 

Action Items:

  1. 7 days prior to due date – Send automated email notification to AP contact(customer record) as a reminder of the upcoming due date
  2. 7 days after the due date – Send automated “friendly reminder” email to AP contact (customer record). 
  3. 14 days after due date – Send automated “warning” email to AP contact(customer record), Magswitch CS Manager, Magswitch Sales Rep(customer record or invoice)
    a.  Inform of Credit Hold, Shipment Hold and 1.5% Finance Charge at 31+ days late  
  4. Send to alert CS Rep on Invoice Records at 31+ days late. Alert states to make a phone call
    a.  Phone call logged on Customer record – a manual procedure
  5. 60 days after the due date – Send automated email to AP Contact, CS Manager, Sales Manager, and Sales Rep informing of Delinquent Account status. 
    a.  No Ship and Finance charge assessed  
  6. 90 days after the due date – Email sent to AP Contact, AP Manager and escalated to Sales Rep Supervisor, CS Manager, and CEO.   
  7. Magswitch Sales Rep Supervisor receives an alert to make a phone call to rectify. 

Our Solution

The requirement can be achieved by deploying one scheduled script that can be scheduled daily at 10.00 am. Also, we will create new Email templates as follows. The Invoice PDF will add to the email as an attachment. 

The script will find all the Open invoices of the Active customers that satisfy conditions and do the following actions

  1. 7 days prior to the due date – 

The script will check whether there is any Account Payable contact in a related customer or not by checking the name of the contact as Accounts Payable or not. If yes then the script will send the  Reminder email notification to the email address in AP contact, otherwise will send the email to the customer’s email address for each invoice separately on 7 days before the due date.

Email Content: 

Subject: Your account requires attention.

Hi [customer name],

Good day,

This is just a friendly reminder that your payment [Invoice Number] is due next week on [due date].

We would much appreciate if you could let us know the status of your payment. Please do not hesitate to call us if you have any questions.

Thank you very much for your attention to this matter and your continued business.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. 7 days after the due date – 

Send a “friendly reminder” email to Account Payable contact in the related customer record. If the customer doesn’t have  Account Payable contact, then an email will be sent to the customer’s email address on 7days after the due date.

Email Content: 

Subject: Your account requires attention.

Hi [customer name],

Good day,

This is a friendly reminder,  as the due date of your payment [Invoice Number] was last week on [Date].

We would much appreciate if you could let us know the status of your payment. Please do not hesitate to call us if you have any questions about the balance due on your account.

Per our agreement, if you are unable to bring your account current, it may be placed on hold. At that time, we will not be able to fulfill any orders.

Thank you very much for your attention to this matter and your continued business.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. 14 days after due date –

 Send “warning” email to following users on the 14th day after the due date.

  1. The email will be sent to the Account Payable contact in the related customer record. If the customer doesn’t have  Account Payable contact, then an email will send to the customer’s email address
  2. CS Manager Supervisor in NS – Supervisor of the CUSTOMER SERVICE REP in related sales order. Eg: If Ellen Drennen is the Customer service rep in the sales order, then the email will be sent to supervisor Durgesh Singh.
  3. The script will send the email to the sales rep in the invoice record. If the Sales rep field is empty in the invoice then the email will be sent to the sales rep in the customer record.

Email Template: 

Subject: Your account requires attention.

Hi [customer name],

Good day,

This is to inform you that your payment[invoice no] is now 14 days PAST DUE.

We would much appreciate if you could let us know the status of your payment. Please do not hesitate to call us if you have any questions about the balance due on your account.

Per our agreement, if you are unable to bring your account current, it may be placed on hold. At that time, we will not be able to fulfill any orders. Also if the customer is 31 days late, then we will be put on Credit Hold, and supply is stopped. Also, will add a 1.5% Finance Charge on payments.

Thank you very much for your attention to this matter and your continued business.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. Send an alert email to CS Rep 31 days after the due date.

Send alert email to CS Rep (CUSTOMER SERVICE REP (FORM) in invoice record, fieldid: custbodycustservrep) on 31 days after the due date. Alert states to make a phone call. 

Email Template:

Subject : IMPORTANT NOTICE: The account requires immediate attention

Hi [cs rep name],

This is to inform you that the payment [invoice no]is now 31 days PAST DUE.

This matter requires your immediate attention. Please make a call with the customer [customer name] and rectify the payment due as soon as possible.

If you have any questions about this invoice or the balance due on your account, please call us immediately.  The account is now “On Hold” until payment is received.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. 60 days after due date –

Will send an automated email to the following users on the 60th day after the due date.

  1. The email will be sent to the Account Payable contact in the related customer record. If the customer doesn’t have  Account Payable contact, then an email will send to the customer’s email address
  2. CS Manager- CUSTOMER SERVICE REP (FORM) (fieldid: custbodycustservrep) in invoice record
  3. Sales Manager- supervisor of the SALES REP on Invoice record.
  4. The script will send the email to the sales rep in the invoice record. If the Sales rep field is empty in the invoice then the email will be sent to the sales rep in the customer record.

Email Template: 

Subject: IMPORTANT NOTICE: Your account requires immediate attention

Hi [customer name],

This is to inform you that your payment [invoice no] is now 60 days PAST DUE.

This matter requires your immediate attention. Remit payment as soon as possible.

No Ship and Finance charge was assessed in this payment.

Please inform us as to the current status of this payment. If you have any questions about this invoice or the balance due on your account, please call us immediately.  Your account is now “On Hold” until payment is received.  We will not fulfill any orders during this time.  

We will continue to reach you to resolve this matter.  We hope to resolve this matter swiftly.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. 90 days after due date – Email sent to following users:
    1. AP contact of customer. If the Customer doesn’t have AP contact, then the email will be sent to the customer’s email address
    2. AP Manager – The script will send an email to dlangennfeld@magswitch.com (Diane Langenfeld)
    3. Sales Rep Supervisor – Supervisor of the sales rep in the invoice record
    4. CS Manager – CUSTOMER SERVICE REP (FORM)  (fieldid: custbodycustservrep) in invoice record
    5. CEO – ceo@magswitch.com 

Email Template: 

SUBJECT : URGENT: Immediate Action Required on Your Account

Hi [customer name],

This is an important letter and requires your immediate attention. Despite sending you several reminders, we have received no response from you regarding your seriously past due payment [invoice no]. We have previously requested your attention to this matter with no response. Therefore, we feel there is no other recourse but to refer your account to Collections. You can avoid this by remitting payment today for the full amount due. If we do not receive your payment within the next five days, we will take action.

Please reach out to us immediately if you would like to set up a repayment plan.

Please note that as per our business policy, we are unable to do continued business with a customer who has been in Collections more than once.  

We sincerely hope you will give this matter serious consideration.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

  1. Send alert to make a phone call to rectify to Magswitch Sales Rep Supervisor (Supervisor of the sales rep in the invoice record) on the 90th day after due date

Email Template:

SUBJECT : URGENT: Immediate Action Required on  Account

Hi [name of Magswitch Sales Rep Supervisor ],

This is an important letter and requires your immediate attention. Despite sending several reminders, we have received no response from the customer regarding their seriously past due payment [invoice no]. Please make a phone call with the customer [customer name] and rectify the payment due as soon as possible. Please inform the customer that If we do not receive your payment within the next five days, we will take action.

We sincerely hope you will give this matter serious consideration.

Sincerely,

Finance Department

Magswitch Group

Magswitch is a rapidly growing global company with a major focus on excellent customer service. Our Global Customer Service team is prepared to meet your needs when your primary contact may be unavailable. Please feel free to Cc cs@magswitch.com as needed.

Note

  • If an invoice becomes due for more than 90 days, then the remainder will be sent to the customer daily until it gets paid.
  • Customers will get separately email reminders for each invoice
  • Will consider only the invoices of active customers.
  • Only the data mentioned in [ ] will be populated dynamically from the invoice and we will add the invoice PDF (using the default PDF template) as an attachment to the corresponding email.
  • We will create one employee record for the Accounting department with a common email address. All the reminder emails will be sent from this email address. And if the business needs to change the sender’s email address in the future, then the admin can change the email address in that employee record.
  • We will create one script parameter to store the AP Manager’s email address. The script will get the email address from this field and send the email. We will add dlangennfeld@magswitch.com in this script parameter at the initial phase. In case if the email address of AP Manager changes in the future, then the user needs to enter a new email address in this script parameter to change the email recipient.

Risks 

  • We will consider the due date in the invoice record for calculating the due days and send emails. So if the due date in the invoice record is blank, then the script will not consider that invoice. 
  • We will create new email templates as the email content added in this proposal. And will send the emails using these email templates.
  • As it is a scheduled process, it may be delayed based on queue availability.

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