CONTEXT / SCOPE
The objective of this SOP is to streamline the handling of overdue accounts through a systematic payment reminder and collection process, ensuring consistency in communication and actions taken across all customer segments.
IMPACTED TEAMS
Core CSMs
Digital CSMs
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software (Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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RESOURCES
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TABLE OF CONTENTS
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Delinquent Accounts: Payment Reminders and Collections
Core CSMs
As a CCSM, your approach in this process will be more high touch, meaning that there will be part automation, part some tasks to keep in mind. Your workflow is designed to work synchronically with Finance.
The Outreach sequence will be sending reminder tasks on the days when Finance will reach out to the client, and will send automated emails on the CSM’s behalf when they have to step in and follow up.
Keep in mind that as soon as the main POC responds, or the account becomes current, they will be opted out of the sequence automatically.
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For the sequence, Day 1 is Day 10 of our process, which is explained in the steps below. So day 90 of the sequence is our day 100. This will not appear in your workflows, so no need to worry about this.
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Make sure to read task descriptions when you receive in, to know what to look for. Also please always update your |
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Manually add in the POCs of past due accounts.
Monitor communication, and to reach out to your TL in case Finance has not reached out
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Please remember to add in your prospects to the Core/Strategic Accounts Campaign 1-Past Due/Delinquent Accounts Outreach sequence as soon as you get your first batch of tasks. |
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For more Outreach know-how, please review the MT-CS-014: Outreach Setup & Management SOP |
Step 2: Second Payment Reminder (40 Days Overdue) - Task
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#2
When an account becomes 40 days overdue, Finance will be reaching out to the account’s main point of contact again. You will be receiving a task to monitor and confirm Finance’s 2nd email was sent.
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Outreach will be sending 2 emails on behalf of the CSM: when the 60 Days Overdue hit, and a follow-up email 1 week after.
Email 1 looks like this:
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Email 2 looks like this:
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Step 4: Final Notice (90 Days Overdue) - Task
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#3
When an account becomes 90 days overdue, Finance will be reaching out to the account’s main point of contact a third time. You will be receiving a task to monitor and confirm Finance’s 3rd email was sent.
Step 5: Service Suspension and Collections (100+ Days Overdue) - Task
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#4
When an account becomes 100 days overdue, Finance will be suspending services. Task 5 will just be a reminder for you to check on the account status and confirm it.
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Keep in mind that as soon as the main POC responds, or the account becomes current, they will be opted out of the sequence automatically.
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Please remember to add in your prospects to the Digital Accounts Campaign 1- Past Due Accounts Outreach sequence as soon as the account becomes past due (when Jennifer Simon reaches out to the account for the 1st time on Day 10). Also please always update your |
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The name of your sequence is: Core/Strategic Digital Accounts Campaign 1- Past Due /Delinquent Accounts For more Outreach know-how, please review the MT-CS-014: Outreach Setup & Management SOP |
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