Customer follow-up refers to all actions taken to remind a customer that they need to pay an invoice: email, phone call, text message, regular mail, or certified mail. It may begin before the due date and become more firm as the delay increases.
Example
A simple process: a reminder email 5 days before the due date, an email the day after the due date, a phone call on day 15, a follow-up letter on day 30, and a formal notice on day 45.
Why It’s Important
Collection efforts are the primary tool for reducing DSO. When well-organized and tailored to each customer, they help bring in money faster while maintaining a good business relationship.
For more information: the guide to follow-ups and debt collection, how to write a follow-up letter, and the Aston AI debt collection software.
See also: multichannel follow-up, personalized scenario, formal notice.
