Customer dispute management: new collaborative features to optimize your credit management Marţi, Aprilie 21 2026 de My DSO Manager Customer dispute management is a key challenge for companies, with very significant impacts on financial indicators such as DSO, cash flow, and profitability, as well as on commercial indicators such as customer satisfaction, credibility, and brand image. My DSO Manager enhances its customer dispute management module with new collaborative features to help companies and credit managers better manage accounts receivable, accelerate dispute resolution, and protect their cash flow. Why is customer dispute management essential? For many companies, dispute management is a key process in accounts receivable management and credit management. Its challenges are numerous: preserving and improving cash flow, profitability, and customer satisfaction. What is a dispute? In credit management, a dispute corresponds to one or more unpaid invoices for an apparently valid reason: incorrect billing, quality issue, delivery error, commercial disagreement, etc. Effective dispute management not only helps unblock payments quickly, but also makes it possible to identify the causes of internal dysfunctions (billing errors, logistics issues, commercial disagreements) and improve processes in order to: Accelerate dispute resolution and reduce payment delays Improve collaboration between teams (finance, sales administration, sales) Enhance customer satisfaction Reduce DSO and improve accounts receivable performance Disputes must be identified as early as possible, then handled in order to provide a satisfactory response to the customer and, ultimately, enable payment of the invoices concerned. My DSO Manager includes digital and collaborative features for efficient dispute handling. The enhancements presented below further strengthen this approach through greater collaboration, visibility, and interactivity. Enhancements to the dispute management module New user role "resolver". New "Follow-up" action type dedicated to customer dispute management. Automatic assignment of resolvers. These three features complement each other to make your My DSO Manager platform the system where all stakeholders in the company (sales administration, sales teams, collectors, etc.) manage disputes in a centralized and efficient way. New "resolver" role The "resolver" user role provides rights 100% dedicated to managing and resolving customer disputes. This role notably allows users to: Create disputes and update them until closure. Manage Follow-up actions and interact with other stakeholders: customers, relevant internal departments, sales teams, sales administration, collections, etc. Track performance, particularly in terms of dispute resolution times, by accessing dispute reports and the document status report. Analyze the age of receivables to be processed thanks to the aged balance report filtered strictly on the outstanding amounts assigned to them. Dispute report for evaluating the performance of resolvers The resolver role is primarily intended for dispute resolution specialists and employees involved in processing blocked invoices. Depending on a criterion configured in their user profile, disputes that concern them can be assigned to them automatically. New action type: "Follow-up" This new type of Follow-up action makes it possible to manage, in one place, all the information and actions related to a dispute: concerned documents and invoices, dispute type, external and internal comments, management of associated documents, and interactions with internal or external stakeholders through different media: interactive email, SMS, letter, or ERE. The action itself is adapted according to the progress of the case and reappears in the resolver's agenda at each stage of processing. The Follow-up action in the agenda Details of a Follow-up action The accounting documents concerned by this Follow-up action are temporarily excluded from the collection scenario, just like other types of specific actions. As with all specific actions, the date of the Follow-up action can be adjusted multiple times in order to ensure optimal management of the case concerned. The "Follow-up" action can also be used for needs other than disputes: litigation follow-up, management of public receivables with Chorus Pro or any other issue requiring long-term management. How to use these features Assign the resolver user role to the relevant people. This can be done very easily in Admin - Manage account users, by an administrator or a credit manager. Contact us to activate the automatic assignment of resolvers to newly created disputes. Then, create a dispute Follow-up action in Admin - Manage collection scenarios, in the specific action templates. It is possible to assign this action automatically to all created disputes by associating it with dispute-type document statuses in Admin - Manage document statuses. A Follow-up action will then be generated systematically for each new dispute. You can immediately use these advanced features to further improve customer dispute management in My DSO Manager, deepen internal coordination, and improve customer satisfaction, an essential element of effective credit management. Give your colleagues access! You benefit from an unlimited number of users: take advantage of it and make My DSO Manager the single customer dispute management tool in your company. FAQ on customer dispute management What is a customer dispute? A customer dispute corresponds to an unpaid or blocked invoice for an identified reason (billing error, delivery issue, commercial disagreement, etc.). Effective customer dispute management helps unblock payments quickly and improve cash flow. Why is customer dispute management important? An unresolved dispute delays collections, increases DSO, and can damage the customer relationship. Effective management helps improve internal coordination, reduce resolution times, and optimize accounts receivable performance. How can customer dispute resolution be improved? It is recommended to centralize information, assign each dispute to a responsible person (resolver), track interactions, and automate follow-up actions. A structured and collaborative approach speeds up resolution. What are the benefits of a dispute management tool? A dedicated tool helps centralize documents, track cases, improve visibility, facilitate collaboration, and reduce customer dispute resolution times. How does My DSO Manager help manage customer disputes? My DSO Manager offers features such as the resolver role, follow-up actions, automatic assignment, and dedicated reports to improve dispute management and accounts receivable performance. More information about dispute management in My DSO Manager Find more information about these new features in the online help sections dedicated to dispute management: What is a specific follow-up action and how to use it? What are the users roles?
Customer dispute management is a key challenge for companies, with very significant impacts on financial indicators such as DSO, cash flow, and profitability, as well as on commercial indicators such as customer satisfaction, credibility, and brand image. My DSO Manager enhances its customer dispute management module with new collaborative features to help companies and credit managers better manage accounts receivable, accelerate dispute resolution, and protect their cash flow. Why is customer dispute management essential? For many companies, dispute management is a key process in accounts receivable management and credit management. Its challenges are numerous: preserving and improving cash flow, profitability, and customer satisfaction. What is a dispute? In credit management, a dispute corresponds to one or more unpaid invoices for an apparently valid reason: incorrect billing, quality issue, delivery error, commercial disagreement, etc. Effective dispute management not only helps unblock payments quickly, but also makes it possible to identify the causes of internal dysfunctions (billing errors, logistics issues, commercial disagreements) and improve processes in order to: Accelerate dispute resolution and reduce payment delays Improve collaboration between teams (finance, sales administration, sales) Enhance customer satisfaction Reduce DSO and improve accounts receivable performance Disputes must be identified as early as possible, then handled in order to provide a satisfactory response to the customer and, ultimately, enable payment of the invoices concerned. My DSO Manager includes digital and collaborative features for efficient dispute handling. The enhancements presented below further strengthen this approach through greater collaboration, visibility, and interactivity. Enhancements to the dispute management module New user role "resolver". New "Follow-up" action type dedicated to customer dispute management. Automatic assignment of resolvers. These three features complement each other to make your My DSO Manager platform the system where all stakeholders in the company (sales administration, sales teams, collectors, etc.) manage disputes in a centralized and efficient way. New "resolver" role The "resolver" user role provides rights 100% dedicated to managing and resolving customer disputes. This role notably allows users to: Create disputes and update them until closure. Manage Follow-up actions and interact with other stakeholders: customers, relevant internal departments, sales teams, sales administration, collections, etc. Track performance, particularly in terms of dispute resolution times, by accessing dispute reports and the document status report. Analyze the age of receivables to be processed thanks to the aged balance report filtered strictly on the outstanding amounts assigned to them. Dispute report for evaluating the performance of resolvers The resolver role is primarily intended for dispute resolution specialists and employees involved in processing blocked invoices. Depending on a criterion configured in their user profile, disputes that concern them can be assigned to them automatically. New action type: "Follow-up" This new type of Follow-up action makes it possible to manage, in one place, all the information and actions related to a dispute: concerned documents and invoices, dispute type, external and internal comments, management of associated documents, and interactions with internal or external stakeholders through different media: interactive email, SMS, letter, or ERE. The action itself is adapted according to the progress of the case and reappears in the resolver's agenda at each stage of processing. The Follow-up action in the agenda Details of a Follow-up action The accounting documents concerned by this Follow-up action are temporarily excluded from the collection scenario, just like other types of specific actions. As with all specific actions, the date of the Follow-up action can be adjusted multiple times in order to ensure optimal management of the case concerned. The "Follow-up" action can also be used for needs other than disputes: litigation follow-up, management of public receivables with Chorus Pro or any other issue requiring long-term management. How to use these features Assign the resolver user role to the relevant people. This can be done very easily in Admin - Manage account users, by an administrator or a credit manager. Contact us to activate the automatic assignment of resolvers to newly created disputes. Then, create a dispute Follow-up action in Admin - Manage collection scenarios, in the specific action templates. It is possible to assign this action automatically to all created disputes by associating it with dispute-type document statuses in Admin - Manage document statuses. A Follow-up action will then be generated systematically for each new dispute. You can immediately use these advanced features to further improve customer dispute management in My DSO Manager, deepen internal coordination, and improve customer satisfaction, an essential element of effective credit management. Give your colleagues access! You benefit from an unlimited number of users: take advantage of it and make My DSO Manager the single customer dispute management tool in your company. FAQ on customer dispute management What is a customer dispute? A customer dispute corresponds to an unpaid or blocked invoice for an identified reason (billing error, delivery issue, commercial disagreement, etc.). Effective customer dispute management helps unblock payments quickly and improve cash flow. Why is customer dispute management important? An unresolved dispute delays collections, increases DSO, and can damage the customer relationship. Effective management helps improve internal coordination, reduce resolution times, and optimize accounts receivable performance. How can customer dispute resolution be improved? It is recommended to centralize information, assign each dispute to a responsible person (resolver), track interactions, and automate follow-up actions. A structured and collaborative approach speeds up resolution. What are the benefits of a dispute management tool? A dedicated tool helps centralize documents, track cases, improve visibility, facilitate collaboration, and reduce customer dispute resolution times. How does My DSO Manager help manage customer disputes? My DSO Manager offers features such as the resolver role, follow-up actions, automatic assignment, and dedicated reports to improve dispute management and accounts receivable performance. More information about dispute management in My DSO Manager Find more information about these new features in the online help sections dedicated to dispute management: What is a specific follow-up action and how to use it? What are the users roles?