The configurations relate to items that can be available system wide, across all client accounts. Once your global configuration is in place, you can then determine at each client level the more specific configurations required to deliver the services.
Set up all your master letter/e-mail/SMS templates. These may be client specific, or the client details might be parameters within the data that are merged into your template. Once the documents are uploaded and the merge-fields are mapped, these are then available to use in your client specific workflow and action configuration.
Create the worklists you need to facilitate your operational needs. Typically, this is part of your workflow design, where you define the worklists that will be needed to execute this.
Depending on the type of worklist and your own preferences, this may be client specific or could be shared across multiple clients e.g., you might run a dialler campaign containing data across multiple client accounts, or letters can all be produced in a single worklist regardless of client.
Permissions for the worklist are assigned to limit who can see/work the items.
This is where you create all the action codes, you’re likely to use across all clients. Some of these may be common items used across many clients, or there may be some client specific actions.
The action structure has a high-level action code and a secondary reason code to allow you to group these appropriately and make it easier for the user to select what they need to update on an account.
The configuration against the actions is then applied at the client account level, so whilst the same action may be used across clients, it can execute different processes on each client – e.g., whether the account goes on hold, any worklist follow-up or email automation.
Set up your top level client, storing their name, address and contact details as well as any legal status/registrations. You can also store internal contacts associated with that client (e.g., account manager) and upload documents such as contracts. This is effectively a mini CRM relating to your client.
Within the top level client, you can add client accounts and services to form a 2 or 3 level structure.
These would be separated based on the type of work you are undertaking (e.g., first party vs third party collection, live vs lapsed customers) or perhaps if the fee/commission structure differs.
Currency can also be set at this level if you are operating across multiple territories.
Elements of the configuration can be shared across the client accounts therefore the configuration only needs updated once but can affect multiple client accounts.
Fee structures are added to the top level client record, and then within each client account you determine which charging structures apply.
This means that you can share structures across client accounts rather than have to duplicate the same settings multiple times.
There are various options on determining commission rates, taking into consideration the length of time or age of the account.
Flat charges can also be used and automatically generated based on actions e.g., a trace action can generate a fee.
All of these financial charging structures are stored on the ledger and available for reporting/export to drive your invoicing systems and track fees throughout the period.
For each client or segment, design your strategies using our easy to use workflow tool.
Apply filters and rules at each step, and utilise the configurations of actions, document templates, worklists to automate your processes.
For each client define what actions and reason codes can be used and the automation behind them with options to trigger processes (mini-workflows), put accounts on hold, generate letters/emails/SMS or schedule a follow up.
This means whenever the action is used, it will read the client configuration and generate the automated tasks.
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