Dunning Process Tool

Challenges

Following up with customers who do not pay even after automated dunning takes considerable time:

• Automated dunning sequences do not ensure all customers pay

• Fallback is manual dunning - which means sending emails individually and escalating

• Process is time consuming and tricky because Finance has first to check whether the invoice got paid in the meantime

Capabilities

The solution: a custom internal tool to manage the dunning process built on top of Airtable and Make:

• 1 click to import all unpaid invoices

• Filter invoices based on internal logic - e.g. start manual dunning only for unpaid invoices overdue by 40 days

• Send reminder emails directly from Airtable

• Monitor and report process performance

Outcomes

As a result, processing times reduced by 3-5x while giving Finance more control and oversight:

• Process time reduced to less than 30 minutes each week

• Clear overview of process efficiency - e.g. steps and time required to get paid

• Potential for future automations and templating to further improve process