Account Followup - Automated Reminders
Automate customer payment reminder process with tiered emails and effective tracking
The Account Followup module automates customer payment reminder process, sending reminder emails at different overdue levels, helping improve cash flow and reduce bad debt.
The system tracks communication history, automatically escalates reminders and provides detailed reports on receivables status.
Key Features
Key points
• Auto Reminders: Send payment reminder emails automatically on schedule
• Tiered Levels: Multiple reminder levels (gentle → strict)
• Email Templates: Customizable email templates per level
• Follow-up History: Complete communication history
• Escalation: Auto-escalate when no response
• Payment Tracking: Track payments after reminders
• Reports: Collection effectiveness reports
• Manual Override: Manual intervention when needed
Reminder Levels
Escalation Process
| Level | Timing | Content | Action |
|---|---|---|---|
| Level 1 | 7 days overdue | Gentle, polite reminder | Auto email |
| Level 2 | 15 days overdue | Clearer reminder, payment request | Email + phone call |
| Level 3 | 30 days overdue | Strict warning, mention consequences | Email + in-person meeting |
| Level 4 | 45+ days overdue | Legal notice | Transfer to legal dept |
Follow-up Configuration
Steps
1. Create Follow-up Levels: Go to Accounting → Configuration → Follow-up Levels. Create levels with Days Overdue (7, 15, 30, 45).
2. Set Email Templates: For each level, create email template with appropriate tone. Level 1 gentle, Level 4 strict.
3. Configure Actions: Choose actions per level (Send Email, Send Letter, Manual Action). Can combine multiple actions.
4. Set Auto-send: Enable auto-send or require review before sending. Recommend reviewing Level 3+ before sending.
5. Run Follow-up: Go to Accounting → Customers → Follow-up Reports. Click Send Reminders for batch or select individual customers.
6. Track Response: View Follow-up History in Customer form. Update status when customer responds or pays.
Email Templates
Key points
• Level 1: "Payment Reminder" - Polite, friendly, attach invoice
• Level 2: "Payment Request" - Clear, state amount and deadline
• Level 3: "Strict Warning" - Mention service suspension
• Level 4: "Legal Notice" - Warn of legal department transfer
Best Practices
Key points
• Send early: Start at day 7 overdue, don't wait long
• Personalize: Add customer name, specific invoice numbers
• Multi-channel: Combine email, phone, SMS for effectiveness
• Track closely: Update status immediately upon response
• Be flexible: Allow extensions for good customers
• Document: Log all calls, emails in Chatter
Effectiveness Reports
Tracking Metrics
| Metric | Description | Target |
|---|---|---|
| Response Rate | Customer response rate after reminders | > 60% |
| Payment Rate | Payment rate after reminders | > 40% |
| Days to Pay | Average days from reminder to payment | < 10 days |
| Escalation Rate | Rate requiring Level 3+ escalation | < 20% |