What is a specific follow-up action and how to use it?

A follow-up action is the right tool to use whenever a case goes beyond standard processing and requires ongoing monitoring.
The specific follow-up action allows you to centralize and manage any situation that requires dedicated tracking over time.

Initially designed for dispute management, it can be used more broadly for any case that cannot be efficiently handled through a single action or the standard dunning workflow.
It is particularly useful when a case needs to be monitored over time, enriched with comments, updated regularly, or shared across multiple stakeholders.



A follow-up action allows you to:

• Temporarily remove one or several items from the dunning workflow,
• Organize their handling within a dedicated action,
• Maintain a clear history of updates,
• Coordinate follow-up between different stakeholders.

How to create a specific follow-up action?

A follow-up action can be created from the dunning agenda or directly from the client page.

Creation steps :

1. Select the relevant client
2. Tick the items to be included in the follow-up
3. Click on Change status
4. Apply the appropriate status if needed 1 (e.g. Price dispute), the resolution manager, if you wish to involve a colleague 2




5. At step 3/3 of the requalification process, in the Action type field, select Follow-up 3
6. Click on Submit 4

Once completed, the specific action will appear in the client page.

Managing the follow-up action :

A follow-up action is meant to be updated throughout the lifecycle of the case.



You can :

• Add or remove items
• Attach documents
• Update the status

• Rename the action
• Reschedule the action
• Change the assigned owner

• Send emails

• Add follow-up comments 1

Comments allow you to track progress and maintain a clear history of the case.

Once updates are made, click on Save 2.

Closing the follow-up :

When items move to the Dispute resolved status and re-enter the dunning workflow, they are automatically removed from the ongoing follow-up action.
When the case is fully resolved:

1. Click on Close the follow-up
2. Confirm the closure

This ensures that follow-up actions always reflect the actual situation.

Automatically linking a follow-up action to a status :

It is possible to automatically associate a follow-up action with a specific status.
From Admin > Manage item statuses :

1. Select the relevant status 1




2. Go to the associated specific actions tab
3. Select Follow-up 2
4. Click Modify 3

This way, when qualifying items, the follow-up action can be automatically suggested or created.