As treasurers descend upon the upcoming (#AFP2014) Association of Financial Professionals conference, they should be thinking of ways to improve their credit operations. Key Performance Indicators (KPIs) and detailed reporting are vital to managing an efficient and effective credit operation.
By tracking KPIs including collector effectiveness, organizations can gain a comprehensive view of performance and compliance to policy in real-time. There are common metrics that credit and collections departments typically include in their reporting. According to a recent SunGard market study of 400 participants, 87% tracked and reported on Past-Due A/R and Days Sales Outstanding. Here is the breakdown on what credit and collections departments are measuring:
- Past-due A/R – 87%
- Days Sales Outstanding (DSO) – 87%
- Average Days to Pay – 74%
- Collections Effectiveness – 38%
- Deduction / Dispute Cycle Time – 31%
- Deduction / Dispute Volume – 29%
Since DSO depends on sales, it is not always the best measurement but it is certainly the most popular. Overall, consistent monitoring and tracking of adherence to the policies you put in place will assist all levels of management in optimizing the use of people and technology to create a world class organization driven by best practices.
By monitoring key performance indicators defined by your company, organizations can gain a comprehensive view of compliance on a consistent basis, allowing management to certify processes, identify weaknesses, and track the effectiveness of policies and personnel.
Which KPIs are you measuring? I’d like to hear from you.
As credit and collections departments continue to face increased pressure to manage more with less, including an influx of invoice volume, there is increased demand for automation and workflow. I am speaking at the Credit Research Foundation Forum on this topic and presenting results from our recent Global Credit & Collections Benchmarking study. I thought I would share these 7 steps that I pulled out from the study that can help guide you toward improving your credit and collections processes and alleviate some of the pressures:
- Aggregate data across disparate ERP systems for a single view of credit risk;
- Introduce statistical scoring models to drive collections prioritization;
- Engage in monthly scoring of the ENTIRE A/R portfolio
- Segregate disputes from collectable portions of an invoice
- Use routing and tracking software to expedite the resolution of disputed invoices;
- Monitor collection agencies in real-time for performance and effectiveness with collection agency management
- Metrics, metrics, metrics – you get what you measure – driving behavior requires goal alignment across the entire enterprise
Of course, all of this is possible with the right automation technology that includes strategic collections, deduction management, credit risk, dashboards and reporting, customer, sales and agency placement portals.
Are you looking to automate your credit and collections processes or have you already automated? I’d like to hear from you.
Improving the customer experience should be a main goal for solution providers. One way to accomplish this is by offering customers managed services. In the credit and collections management space, it is often difficult for credit managers to get the IT and capital resources they need to fund or support critical aspects of the credit and collections function.
Managed services can help credit managers get and keep the technology they need in order to free them to focus on their actual jobs. Here is an article from my colleague Milista Anderson, chief customer officer, SunGard Corporate Liquidity & Energy business, who explains how managed services can enhance the customer experience. Read article.
Managed services is a hot topic in the technology space. We are seeing increasing demand for customers looking to leverage managed upgrade services in particular to help them stay current on their credit and collections software. Software vendors these days need to be more than technology providers. They need to be managed service providers who can offer an array of managed application services including managed upgrades. Here is an article from my colleague Paul Bramwell, svp of treasury solutions at SunGard, who explains three ways to always stay compliant and de-risk your upgrades. Read article.
According to a recent article posted by my colleague, Mike Kresse, EVP of Growth Markets at SunGard, Business Process as a Service (BPaaS) can help software vendors meet the demands of their customers, who are looking to vendors to be more than just software providers. I see this in the credit and collections industry as well. Often companies are being asked to do more with less. Companies are looking for vendors to not only offer credit and collections solutions but wrapped around them cloud based services and managed application services.
Read more about how a BPaaS model can help bridge the gap between customers and their software vendors.
I attended the Credit Research Foundation’s Credit Forum this week in Denver. I always have great discussions with credit professionals at these forums about how they are managing their credit and collections efforts. One of the topics that seems to always be of interest is measuring collector effectiveness. A recent SunGard market study states that 44% of companies are using the Collections Effectiveness Index to measure performance. According to the Credit Research Foundation, the Collections Effectiveness Index expresses the overall effectiveness of the credit and collections operation over time. The closer to 100 percent, the more effective the efforts. How does it work? Here is the equation:
(Beginning Receivables + (Credit Sales/n*) – Ending Trade Receivables
Beginning Receivables + (Credit Sales/n*) – Ending Current Receivables (x 100) = CEI
n = number of months
While the use of this specific metric has never been as widely adopted as Days Sales Outstanding (DSO), it is worth considering adding it to your metrics if it is not already being monitored within your credit and collections department; essentially it speaks to the quality of the operation.
Do you use the Collections Effectiveness Index to measure your collectors? I’d like to hear from you.
We recently undertook a study to look at global credit and collections practices. We found that 61% of the participants report that they are either not at all or only somewhat automated. Automation and workflow can actually minimize manual processing and improve productivity by helping to prioritize activity while also helping to allocate resources most prudently to the highest risk accounts. Areas in which automation are typically used most effectively are around prioritizing collections activities, dunning efforts and routing / managing disputes.
Download the market study so you can read how even small steps toward automating your credit and collections processes can lead to improved productivity, reductions in past-due A/R, lower days sales outstanding (DSO), reduced dispute cycle times and ultimately increased cash flow.
We recently conducted a comprehensive market study to benchmark global credit and collections practices. Our study showed that 55% of companies hold up the entire invoice once there is a dispute recorded, rather than splitting the remainder off and entering the disputed portion into a workflow process. So basically, more than half of the companies we surveyed (with revenues over $1 billion) are leaving money on the table by not segregating out the disputed portion of an invoice and collecting on the remainder.
Deduction management remains a time consuming challenge for most credit departments. Resolving a dispute almost always involves at least one other group outside of collections, with the two most prevalent being sales and customer service. However, one of the biggest challenges is often communicating across these groups and with the customer. For this reason, most companies institute some level of workflow automation that contemplates a centralized point of access for all parties.
Any deviation from a clean transaction can impact the cash settlement process, so segregating out the disputed portion of the invoice is a critical step in helping to reduce days sales outstanding (DSO) and bad debt expense associated with invoice exceptions.
Download the study to read about how changing your deduction management process could lead to dramatic changes in your company’s DSO.
Are you leaving money on the table? I’d like to hear from you.
We recently undertook a comprehensive credit & collections study to better understand how corporations are optimizing what is often the largest current asset on their balance sheets, the accounts receivable (A/R) portfolio. The study showed that 88% of companies are using outdated methods to drive their collections activities. I often see this in practice – without an effective alternative, companies continue to rely on age or invoice value to drive their efforts, simply because it’s the way they’ve always done it. However, this widespread practice leads to unworked current high-risk receivables rolling into past due buckets in the short term future and can have a wider effect on credit management. But the emergence of risk-based collections offers a more effective method that is not yet widely-adopted – statistical scoring models designed to predict the inherent collections risk of a customer.
The study showed that only 7% of companies were using a credit scoring risk grade generated by statistical models as their top driver for their collections efforts. The risk grade has been proven to be a more effective tool. Our study actually showed that, of the companies that used risk grade as their primary driver, half had fewer than five collectors, and they also reported having lower past due rates than the other respondents.
Download the study to read more about how statistical scoring could help your company improve its collections effectiveness.
I recently attended our annual Americas client summit in Chicago, bringing together our customer community across our Treasury, Receivables, and Payments solutions to share best practices, network, and to participate in user groups and product training.
As I reflect on the many discussions I had with credit and collections professionals and the customer presentations that were delivered, I noticed a common theme amongst the customers who have been using our solutions for many years and our newer customers – leveraging vendors as a trusted partner and partnering for growth is essential to their success.
Credit and collections departments not only require, but should be demanding, the latest and greatest that technology has to offer and the services that go along with it. Their trusted partner should not only have the expertise and experience around the product but the ability to deliver services around those products. Hosting solutions via the cloud and managed upgrade services help keep our customers on that growth path. Subscribing to a managed upgrade service actually increases the return on the customer’s investment by ensuring they are taking advantage of the latest features and technology. Also, since the managed upgrade service includes consultation and training services, customers are able to maintain best practices. Credit and collections departments no longer need or should be held back by internal IT or budget challenges.
What does being a trusted partner mean to you? I’d like to hear from you.