Credica Query Management

Query Management

Complementing the Collections module is Query Management, designed for collectors, supervisors, managers and query administrators.

This integrated module handles queries, disputes and incoming complaints. The rules based workflow routes and escalates queries as required, e.g. price queries to sales and delivery issues to logistics or customer service; enabling investigation, fast resolution and analysis of reasons for non-payment. Typical benefits include:

  • Measurable reduction in DSO
  • Pro-active control of the ledger
  • Query workflow facilitates dispute resolution
  • Ability to consolidate data from multiple systems
  • Reduction in size of collection teams
  • Rapid return on investment
  • Strong user acceptance
  • Quick learning curve

Click here to download the Query Management module datasheet

Query Response

This extra module, allows collectors to have structured communication with individuals regarding specific disputes. An email is sent to staff within the business, making it easy for them to action, respond and update the database immediately. The email remains integrated, has an SLA, e.g. response required in 2 days, is date/time stamped and included in the audit trail. If a response is not received, then escalation to senior management or other personnel can be included in the process. Benefits include:

  • Whole organisation part of query workflow
  • Queries remain visible and monitored
  • Auto-escalation to defined managers

Account Manager

Developed through customer feedback, this add on module enables major account managers to have secure web-based access to an overview of their accounts including promises, queries, sales history and credit control notes. This aids negotiation and keeps the account manager informed of all customer transactions and payment history. Benefits include:

  • Complete view of the customer from the sales perspective
  • Better communication and customer service
  • Availability of key account data off site to provide real-time information