The worksheet is the heart of your credit management in iController. It is highly recommended to process the workspace items on a daily basis to make sure having an effective iController flow.
When clicking on a Worksheet in the top bar, your personal workspace appears.
The items that are offered to be processed on this worksheet only consist of the debtors that are included in your portfolio.
Your daily worksheet is divided in different lists:
- Workspace lists
These lists contain all debtors for which a certain action (or procedure step) is expected today. Actions could include account statements, reminder letters, reminder emails, warnings, internal actions and outsourcing actions
- Telephone lists
Lists with debtors that need to be called today. We call it the telephone action.
- Payment plan lists
List with actions regarding payment plans of debtors.
- Tracking lists
Lists of debtors/documents that need specific follow-up. These lists consist of up-to-date data based on pre-configured criteria.
How do the workspace lists work?
Which types of workspace items exist?
When going through the workspace list items we visually provide some clues about the type of workspace items.
- Reminders (external):
- Move to outsourcing:
When executing an outsourcing action, the outstanding document(s) are moved from Procedure to the document status Outsourcing. When moving a document to the status Outsourcing, an outsourcing code can be chosen (these codes are created in Settings).
- Warning (internal action necessary):
- Phonecall (all items in the telephone lists)
The different workspace actions
For the reminder workspace item type, there are different visual clues about the actions:
- Reminder to be send by email:
- Reminder to be send by postal mail (print PDF):
- Text message (sms) reminder:
- Registered email:
Executing an action on the workspace list
- For every workspace list you can see the number of clients and the status (red To Do-label)
- After clicking on the title of the Workspace list, all (un)processed actions and a button Execute selected workspace items appear.
- Choose the actions that need to be processed:
- Select the desired items to process by using the checkboxes.
- When there are multiple mailboxes installed in iController and there is a minimum of 1 email action, the drop down list appears to select the email address from which the email needs to be sent.
- Several items of different workspace lists can be processed at once by using the checkboxes of these lists and the click View selected workspace lists. You can then view and execute all items in these lists:
Action(s) on the workspace list have been processed
- After processing the action(s) in the list, On the Dashboard the percentage of workspace items you (as a user) have processed today appears:
- When clicking on a workspace list, you get to see the Latest processed workspace items. When there are PDF documents created, these can be downloaded.
- When processing items on different times during the day, the earlier performed items will be moved to Processed workspace list items and the Latest processed workspace list items will be replaced by the most recent ones.
1) the leading document has the number of days in procedure (D.I.P.) that determines this action
2) if this workspace item hasn't been processed within the predefined time schedule (D.I.P. per procedure step), the consequence is that the action will have been skipped. This is also the the reason why it is important to process the workspace actions every day.
How do the telephone lists work?
When unrolling the unprocessed telephone list items by clicking on the triangle (), all necessary information (contacts, outstanding amount, timeline actions, outstanding documents) is shown and at the bottom of the screen the option to register conversation notes while/after performing the call.
The telephone list item will be processed after registering all necessary information and using the Process Phonecall button.
When the client could not be reached, a call back date can be selected.
Read this: Why are my options limited when rescheduling a call to a customer?
Tracking lists to be followed up on a daily basis
Besides the daily routine of executing the workspace items, it is recommended to follow up the following tracking lists:
- Broken payment promises
Payment promises that are broken, should be followed up regularly so clients can make a new payment promise or put back to the procedure flow.
- Broken payment plans
When the agreed payment plan amount is not paid within the configured plan, immediate action should be taken by a follow-up call or email (and the debtor can be set back to procedure).
- Open (accepted) disputes
Documents that are disputed should be discussed and/or investigated internally as soon as possible so a concrete action can be planned.