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:

The 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