Bring your statuses to life through follow-up actions!

To optimize your collection follow-up and strengthen the consistency of your collection process, it is possible to associate a specific action template with each status in My DSO Manager.

Why configure this association?

The goal is to save time in your collection process, harmonize practices across your teams, and automate the suggestion of appropriate actions for each status to streamline the overall collection workflow.

Pre-requisites

• You have specific action templates (emails, calls, letters, etc.) available for your need.
  How to create or modify an action in a scenario?
  How to manage email and SMS templates?
  How to manage letter templates?
• All statuses are up to date and ready for configuration.

Create the link between a status and an action

Go to Settings → Manage item statuses to:

• Define the default follow-up delay (e.g. +3 days),
• Associate a specific action template (email, call, letter, etc.) with the status,
• Specify whether the action is automatic, automatic with confirmation, or an internal interactive email.

  Learn more: How to manage statuses?

In the example below, for the status Administrative dispute, a follow-up action scheduled for +3 days is configured to send an internal email to the billing department.
The associated action template is Administrative dispute follow-up and must be created beforehand in your templates.

How it works

When a customer submits feedback through their interactive page, their response appears in the Collection → Replies & Comments tab.

In the example below, the customer disputes an invoice for an administrative issue.



By clicking the Validate and Qualify button, you can:

• Validate the response without qualification,
• Delete the response if it contains no relevant information,
• Or qualify the response to link it with the corresponding items.

In this example, the customer disputes an invoice for an administrative issue. We will therefore proceed with the validation and qualification of the related items.

At this stage, two approaches are possible depending on your configuration and preferences:

• Classic qualification: you manually select the status, comment, and follow-up action;
• Assisted qualification with MAIA: the system automatically suggests the most relevant elements based on the customer's message.

Classic (manual) qualification

• During the qualification step, select the appropriate status - in this example, Administrative dispute - and enter a comment summarizing the customer's response.
• If needed, assign a resolution owner to ensure proper follow-up.
Tip: You can update the resolution owner at any time as the case evolves. How to update a comment and designate a new resolver?

Once the qualification is completed, you can:

• Send an email to the customer or an internal stakeholder (sales representative, customer service, etc.) with the entered information (status, comment, selected items).
• Validate the next action: the follow-up action and due date will be suggested automatically according to your configuration.
  In this example, an Administrative dispute follow-up email is scheduled at +3 days, automatically excluding the selected items from the collection scenario.
  

Assisted qualification with MAIA

By clicking Validate and Qualify, MAIA analyzes the customer's response and automatically suggests:

• The most probable qualification (type and status) based on previously handled cases,
• An automatic summary of the customer's message in the comment field,

• And, according to the status configuration, the follow-up action to plan along with its execution date - for example, an Administrative dispute follow-up email scheduled for +3 days.