Worksheet management – iController Guide

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 the 'Workspace' tab, the personal workspace of a user appears. The items that are offered to be processed on this worksheet only consist of the debtors that are included in the user's portfolio.

Important note: Please make sure you check the import dates (no red crosses?) on the left side of the worksheet before you start processing worksheet items. If there are red crosses, there has been an import/export problem, so the data in iController might not be up-to-date with the data in your accountancy software. Please contact support when this occurs.

Note: To save time, you could choose to automatically schedule specific procedure steps. If you do so, iController will automatically send a reminder to your customer on the time and date predefined in the procedure step settings.

Worksheet: general

After clicking on the 'Worksheet' tab, the different worksheet lists appear:

The workspace lists containing all debtors for which a certain action (=procedure step) is expected today: account statements, reminder letters/emails, warnings, internal actions and outsourcing actions
Telephone lists: Lists with debtors that need to be called today, the 'telephone' action.
Tracking lists: lists of debtors/documents that need specific follow-up. These lists are filled with up-to-date data based on pre-configured criteria.

Note: If additional tracking lists or extra configuration are required, please contact support.

How do the workspace lists work?

Which types of workspace items exist?

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 (if these are created in the settings, e.g. lawyer X, collection agency Y).
Warning (internal action necessary):
Phonecall (all items in the telephone lists)

The different workspace actions

For the reminder type, there are different actions:

Reminder to be send by email:
Reminder to be send by postal mail (print PDF):
Text message (sms) reminder:
Registered email:

Note: Are you interested in integrating the sms module or registered mailing in iController? Contact our customer success team to receive all further information and a price offer.

Executing an action on the workspace list

The red cross at the end of a line means there is a minimum of 1 action that still needs to be processed today. In this example there is 1 debtor to send an account statement to:
After clicking on the title of the Workspace list, all (un)processed actions and a button to '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' after which all items in these lists can be viewed and executed:

Action(s) on the workspace list have been processed

After processing the action(s) in the list, the number of actions changes to 0 and a green checkmark appears in the workspace overview:
On the dashboard the percentage of workspace items a user has processed for today appears:
When clicking on the list, you get to see the latest processed workspace items. When there are PDF documents created, these can be downloaded after the items are processed.
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.

Important note: do not forget to process and download the PDF's within the same day. The workspace refreshes on a daily basis, which means the (latest) processed workspace list items will be removed from the workspace the following day.

Important note: the workspace only shows items that match both of these criteria:
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 the fields to fill in with the conversation notes while/after performing the call.
The telephone list item will be processed after filling in the information and clicking the 'Process phonecall' button.
When the client could not be reached, a call back date can be selected.
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 promises': payment promises that are broken, should be followed up regularly so clients can make a new promise or they can changed back to the procedure.
'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).
'Registered disputes': documents that are disputed should be discussed/investigated internally as soon as possible so a concrete follow-up action can be planned.

Note: Please contact support if you wish to configure a personalized tracking list with action buttons, change the existing tracking lists or create an internal processing to be able to follow up disputes in your preferred way.