Frameworx Application: Collection Policy Execution and Monitoring

Category: (2) TAM Application Type

Application Identifier: 5.14.2

Maturity Level: 4

Overview

Collection Policy Execution and Monitoring starts with the decision for whether to initiate a collection process for an account. Once a collection decision has been taken, the appropriate collection policy is selected. There are many events that may change the collection activities For example – customer paid, customer back out from a payment arrangement, customer status has been changed or a manual intervention in the collection process. All these require constant monitoring and process execution modifications.

Functionality

Functionality includes the following:

• Collection Decision Engine - Evaluates each arriving account, decides whether the account needs collection treatment, and assigns the relevant collection treatment policy to each account.

• Collection Treatment Management - Defines and initiates the collection treatment activities according to the appropriate collection policy (using a business process automation engine). A collection treatment can belong to one of the following categories: Financial, Service restriction, Customer communication, CSR interaction and Outside Collection Agency treatment including:

  • Issue notice (e.g. Collection Letter, e-mail or SMS)

  • CSR assignment – Assign a CSR or a CSR group to manually handle the collection.

  • Issue Restrict/Restore/Disconnects request - Includes anything from restricting to suspensions, as well as the restoration when payment is received.

  • OCA Referrals - Passing the collection process on to an Outside Collection Agency.

  • Initiate Write-off requests

• Collection Execution Monitoring – Monitors events that may change the collection execution. Such events includes: customer paid, customer status has been changed, payment back-outs. As a result stop, resume or reselect the collection policy.

• Manual Intervention - Provides the CSR with many options to override the automated flow such as pause and continue the collection treatment, force an account into collection, change the selected collection policy and stop manually the collection treatment.

Supported Business Services

(2) TAM Application Type Collection Policy Execution and Monitoring

Appears on these diagrams:

• 5.14 Collection Management
• Mapping TAM Collection Management
• System Flow: Billing

Issues

• Application Framework 13.0 Modification

Frameworx Domains (Horizontal)

• Customer Domain

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