Custom dunning scenario

A customized scenario (or collection scenario) is a series of scheduled collection actions: what to send, through which channel, and on what date. It is tailored to the type of customer, the amount owed, or the customer’s payment behavior.

Example

A major account receives a polite email, followed by a call from its usual contact. A small customer who often pays late receives more frequent reminders, followed by a formal notice.

Why It’s Important

Reaching out to everyone the same way wastes time and can upset loyal customers. A tailored approach automates simple tasks and lets the team focus on the difficult cases.

To learn more: the practical guide to automating follow-ups and automating follow-ups without losing the human touch.

See also: customer follow-up, customer scoring, automatic escalation.