Oracle R12 Advanced Collections Overview

www.namossolutions.com

Introduction

Namos Solutions Ltd

Chris Mason is an Oracle E-Business Suite R12 Financials Certified Expert Consultant with proven 11i
and R12 implementation experience, he has implemented Advanced Collections numerous across a
wide range of industries.

Advanced Collections Overview

Do your collectors chase your customers from an aged debt report/ manage this process offline in
Excel/ a separate collections system yet your on Oracle R12 or use Oracle Accounts Receivable

Automated Universal Work Queue collectors call list updated nightly with the collectors
accounts and can be sorted by overdue debt

Configurable scoring engine chase customers on key components such as total amount
overdue, age of oldest invoice etc.

Configurable collection strategies assign different strategies to different sets of customers

automate collection letters/ emails or tasks to call customers.

Collections workbench with up to date invoices/ payments sitting on AR data

Task functionality create tasks and assign these to other collectors, no need to use post-it
noted or calendar reminders

Add Notes to accounts, viewable by the whole team

Promise to pay take promises from customers and schedule them for the date promised, if
this breaks you are reminded to re-chase

Advanced Collections Key Features

Collections agents and their managers can use Oracle Collections to:

Identify delinquent customers

Obtain a snapshot of the customers past payment history

Review a customers aging data

View key customer collections metrics

Track each delinquency as it moves through the collections lifecycle

Support standard methods of payments that will quickly resolve the delinquent situation

Calculate collections scores for customers

Plan and execute collections strategies to automate as much of the collections

management process as possible

Plan and execute collections dunning plans to automatically send dunning notices

and optionally, schedule dunning callbacks

Attach notes to a customers records

Create tasks

Advanced Collections How it Works

Advanced Collections Scoring Example

Powerful Collections Functionality

Advanced Collections employs configurable collections strategies that determine various
collections approaches for different segments of your customers. A strategy can be as complex as
necessary to meet your business requirements (and different strategies can be assigned
depending on the customer, so for instance a 'Key account' would not receive the same vigorous
collections strategy as that of an account that may be deemed high risk).

Strategies can be assigned at the following levels:

Delinquency each overdue invoice is managed separately. Where a single account has
multiple overdue invoices, each invoice will have its own set of actions and correspondences.

Customer account each customer account is managed separately within a strategy.

Where multiple bill to sites exist with overdue invoices, they will be managed together under
one set of actions and correspondences.

Customer bill to each customer bill to site is managed separately. Where a single bill to
site has multiple overdue invoices, they will be managed together under one set of actions
and correspondences. Where a single customer account has multiple bill to sites with
overdue invoices, the invoices under each bill to site will be managed separately and each bill
to site will have its own set of actions and correspondences.

Universal Work Queue

Universal Work Queue Continued

The Universal Work Queue
(UWQ) is the source for getting
work.

In the left pane, you can view

Active, Complete or Pending
Delinquent Accounts, Broken
Promises Tasks owned by the
collector that is logged into the
system.

In the right pane, you can view

customers and drilldown on
each customer line. The UWQ
columns can be moved and
sorted by any one column.
Changes can be saved per
collector preferences.

Double click on any line to drilldown and open

the Advanced Collections forms.

Collections Form

Collection
Record Detail

Collection
Record Header

Oracle Advanced Collections

Profile Tab
The profile tab is read-only information regarding your customer, the fields include:
1. Credit rating and other metrics
2. Past year installment payment metrics
3. Past year promises metrics
In the lower sections, you can define metrics through setup and assign values and alerts.

Profile Tab
The Profile tab is the first tab in
the Collections workbench. It
provides a snapshot of
delinquent customers by
providing information on
invoices and promises based on
a rolling 12 month calendar.

It provides information about the

last payment made by the
customer and the last customer
interaction. The Delinquencies
table displays all transactions
that have a status of delinquent.

Oracle Advanced Collections

History Tab
On the History tab, you are able to view previous transactions on-the-fly. While contacting this
customer, you have the ability to see a quick view of their activity. From here you are able to drill down
into specific transaction detail.

History Tab
Use the History tab to view
historic information based on the
selected type, such as dunning
or adjustments.

Collectors have to review and

prove "due diligence" for
collections calls. Collections
agents can see information
about previous interactions that
occurred with a customer about
issues relating to collections
activities.

Oracle Advanced Collections

Accounts Tab
The account tab lists all accounts within a parent company and allows the user to drill down on the
accounts.

Accounts Tab
The Account tab displays
Information about the selected
account. Click the Details
Button for more information
about the selected account.

Additionally, the Customer

Master is available from this
screen.

Guidelines for Account Relationships

When you create relationships between any customer accounts in Oracle Receivables, you
indicate that the relationship is either one-way or reciprocal.

When you apply receipts to an invoice in a one-way relationship, the parent account can
apply receipts to the invoices in the related account, but receipts in the related account

cannot be applied to the parent account's invoices. In other words, the parent can pay for
the child but the child cannot pay for the parent in a one-way relationship.

When applying invoices to commitments, an account can only apply invoices to commitments
that it owns or to commitments of a parent customer account to which it is related. Reciprocal
account relationships allow parties to pay each other's debit items and enter invoices against
each other's commitments.

You can define an unlimited number of customer account relationships.

Oracle Advanced Collections

Transactions Tab
In the transactions tab the customers transaction are available. Results may be filtered on Invoice,
Credit Memo, Debit Memo or Chargeback. From the transaction tab, payments can be processed,
adjustments can be entered and other actions like disputes are managed. This is recommended as the
default tab for collectors.

Transactions Tab
In the Transactions tab select
one of the following transaction
classes for a selected account

and date range:

Invoice, Credit memo, Debit

memo, Chargeback, Deposit

Guarantee,

Select a transaction and click

Transaction Details.

The Transaction Details window

displays the line items for the
transaction.

If you want to send a copy of the

transaction to the customer, then
click Send Copy.

Disputes Transaction Tab

Debtors often refuse to pay invoices because they do not believe they owe money for a variety
of reasons. Use this procedure to submit a dispute against an invoice (whether or not it is
delinquent). Once created, a dispute is sent to Oracle Receivables via the Credit Memo
Workflow for review and resolution.

In the Transactions tab, select the invoice and click Transaction Details.

If the customer is disputing a specific invoice line item, then perform the following steps:
Select Specific Invoice Lines from the Dispute Section LOV.
Select the line item.

Enter the dispute amount or dispute quantity for the line. If the invoice has no line items,
then the line-item related dispute fields are not accessible.

The application calculates the dispute amount if you enter a dispute quantity. The dispute
amounts are totaled in the Dispute Total field.

Next

Disputes Transaction Tab Continued

If the customer wants to dispute a section of the invoice, then use the LOV in the Dispute
Section field to select one of the following:

Lines subtotal
Shipping
Tax
Total

The total amount for the selected section appears in the Dispute Totals field. Earlier disputes
are not included in the total.

If the customer's dispute is over an expected discount, enter the discount amount.

The amount is calculated using the entered percent against the invoice total prior to shipping
and tax.

Select a dispute reason.

Optionally, enter a note.
Click Dispute.

Disputes Transaction Tab Continued

A dispute confirmation message containing a dispute number appears and can be used as a
reference between customer and collector.

Confirmation of the dispute is sent automatically if the necessary profiles are set and a default
One-to-One Fulfillment template is defined.

The dispute creates a Credit Memo Request in Oracle Receivables.

While invoices are in dispute they are no longer labeled as delinquent. Disputed transactions
are recorded in Interaction History, including the transaction number, class, type, date, status,
amount, remaining amount, customer name, and organization.

Oracle Advanced Collections

Aging Tab
You can view your customer's outstanding account balances on the Aging tab in Collections.

Aging Tab
You can view your customer's outstanding account balances on the Aging tab in Collections. The
Aging tab opens using the default aging bucket defined when you set up Collections, but you can
view account balances using any aging bucket defined in Oracle Receivables. You can modify
your display by specifying an aging bucket or by choosing to summarize open credits.

Collections calculates and displays the total outstanding amounts for the current data level view,
which can be by customer, bill to, or account. Aging per individual delinquency is not available.

You can view finance charges, approved and pending adjustments, and amounts in dispute.
You can view the amount of receipts at risk.

If you select to summarize open credits, you can view credits not aged for unapplied cash,
on account cash, on account credits, cash claims, and prepayments.

Select the Transaction button to view all transactions for an aging bucket line. From there
you can select a transaction and view transaction details, process payments, or enter a
dispute.

Aging Tab Continued

Oracle Advanced Collections

Notes Tab
Collectors can enter notes in the following situations:
Processing a payment
Recording a promise to pay
Processing a dispute
Reversing a payment
Recording information related to a task

Notes Tab
Collectors can enter notes in the
following situations:

Performing any interaction on a

delinquency

Processing a payment
Recording a promise to pay
Processing a dispute

Reversing a payment
Recording delinquency
information

Recording later stage

delinquency information such
bankruptcy, litigation, write-off,
repossession.

Recording information related to

a task

Oracle Advanced Collections

Task Tab
Use the task tab to enter tasks for follow-up
Tasks for Collectors are available in the Universal Work Queue and tasks can be assigned to
fellow team members

Task Tab
Use the Task tab to enter tasks
for follow-up

Tasks for Collectors are

available in the Universal Work
Queue.

A useful tool to track call backs

in a single source, you can also
assign tasks to other members

of your collection team

Advanced Collections Work Item Example

Next steps.
Want to see more and understand how we can rapidly deploy Oracle Advanced Collections?

Please contact us:

www.namossolutions.com

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T: 0845 299 6220