Setting Up Conversation Promise Dates
Before you begin using promise dates in conversations, set up the system with the following conditions, action template, actions, and promise date options:
Set up assessment conditions of CPDR (Customer Promise Date Review) and CPDB (Customer Promise Date Broken) on the Assessment Rule Page. (The Condition Monitor does not use the conversation follow-up condition CFLU to process promise date conversations.)
Set up an action template of Promise Broken, and include the actions Call Customer and Broken Alert. See the Action Template Page.
Set up actions of Call Customer and Broken Alert. See Setting Up Actions and Action Templates for more information.
Set up Promise Date Options and allow the user to override all options on the Promise Date Options Page.
Working with Broken Promises
The basic sequence of events for a broken promise may look like this:
A collector takes action on an account that is overdue.
The collector then creates a conversation within the Receivables system. This conversation is typically created when on the phone with the customer, when the collector gathers vital promise date information from the customer and enters the information as a promise date conversation.
Once the promise date conversation is entered, the Condition Monitor processes the promise date conversation based on either review date or promise date using the CPDR (Customer Promise Date Review) condition. If a follow up review is scheduled for the promise date conversation, the collector receives an action item to proactively contact the customer before the promise date. Alternatively, if no proactive action is required by the collector, then no action is created for the collector.
When a proactive review has been scheduled by the collector, the Condition Monitor creates an action item in the collector’s Action List. The collector contacts the customer to confirm that the promise of payment will be kept.
The Condition Monitor evaluates whether the promised payment exceeds date and amount tolerances. When the thresholds are exceeded, the promise is considered broken. If the collector has selected an action for a broken promise, the Condition Monitor creates an action and sends it to the user for review. Although any user can be selected, typically an action is created for either the supervisor or collector. The Condition Monitor then generates a broken promise status and the conversation is closed.