dispute management and collections management.pdf
TRANSCRIPT
8/9/2019 Dispute Management and Collections Management.pdf
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Karen HartnettSAP
Speed Invoice to Cash by
Integrating SAP Dispute
Management and
SAP Collections Management
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SAP Collections Management
Today’s business issues
SAP Dispute Management
Wrap-up
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SAP Collections Management
Today’s business issues
SAP Dispute Management
Wrap-up
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!SAP AG 2005, 5
The Dispute Dilemma
* CRF 1998 Management Reports
** National Association of Purchasing Management
*** University of Tennessee
**** Credit Research Foundation survey
***** Grocery Manufacturers of America survey
! 20% of all sales transactions have one or more data issues thatcause reconciliation problems and delay payment *
! It costs between 14 to 162 USD to process a receivables
transaction **! Over 61% of accounts receivable are over 50 days outstanding ***
! 5-15% of a consumer product company’s sales revenue ends up as
payment deductions****! Payment deductions are on the rise! (growing at 20% per year)*****
“We b e l ie v e t h a t c o l le c t o r s s p e n d m o r e t h a n 5 0 o f t h e i r
t i m e o n d i sp u t e r e s o l u t i o n .”
(Meta Group , 2002)
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!SAP AG 2005, 6
The Dispute Disease
Company A
Annual sales: $200M $10M annual deductions
Deduction rate: 5%
Typically, 85% allowed; $1.5M still in disputed receivables
Result:
o 5-10 days more in DSO
o 75% of credit and collection, A/R, and customer service resources spenton deduction resolution
o Strained customer relations
Source: BusinessFinanceMag.com
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!SAP AG 2005, 7
Top Five Deductions Industry-Wide
0%
10%
20%
30%
40%
50%
60%
70%
Pricing Errors Advertising &
Promotional
Allowances
Returns &
Refused
Merchandise
Lost or
Damaged
Goods
Concealed
Shortages
Source: Credit Research Foundation
•Pricing errors•Advertising and promotional allowances•Returned and refused merchandise
•Lost or damaged goods•Concealed shortages
%
o f r e s p o n d e n t s
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!SAP AG 2005, 8
Types of Deductions
Intentional:# Promotional or advertising related (for example, coupons, stocking
fees, quantity discounts, rebates)
# Anticipated, simply need better dispute management
Preventable:# Pricing discrepancies, processing errors, disputes over terms,
confusion over promotions
# Identify root causes and address
Unauthorized:
# Unearned discounts, duplicate claims, unsupported short payments(typically 10-20% of claims)
# Act quickly and aggressively with notification rejecting deduction;repeat offenders need to be addressed
Source: BusinessFinanceMag.com
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!SAP AG 2005, 9
Can You Ever Eliminate Deductions?
! No, 80-90% of all deduction claims are legitimate
! For Consumer Packaged Goods (CPG) companies, and agrowing number of industries, deductions are preferred, oreven demanded, by customers
! More than 90% of invoices deducted in CPG, approximately22% for high tech
85
5
Legitimate
Deductions
Illegitimate
Deductions
Source: “Credit’s Worst Nightmare”, Rob Hand
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!SAP AG 2005, 10
It’s Not Over Yet …
Post-audit claims: a vicious cycle
# Audit firms look for previously unnoticed billingdiscrepancies, discounts, or credits due to their clients
# Vendors need to review old documentation
# Audit firms work on a contingency basis and targetcompanies that cannot challenge post-audits due to poorsystems and recordkeeping
# Inability to defend company affects the bottom line!
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!SAP AG 2005, 11
What to Do
Recognize theproblem anddetermine itsseverity, as
systemspermit
Getexecutivebuy-in toaddress the
disputemanagementarea
Reviewyourdisputeresolution
process
Determineyour goals
forimprovement
Identify asolution tomeet your
goals
(Hint: SAP)
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!SAP AG 2005, 12
Collections Shows the Whole Picture
Collections management according to Meta Group is
Customer-centric receivables management
Collections management supports
! Evaluation, identification, stratification, and prioritization of accounts
$From a risk-management perspective
$From a customer-relationship perspective
! Proactive collection of receivables
$Payment reminders
$Promise-to-pay arrangements
$Follow-ups
$…
! Process optimization and automation for high volumes of open items!Workforce management
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SAP Collections Management
Today’s business issues
SAP Dispute Management
Wrap-up
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!SAP AG 2005, 14
SAP Dispute Management Is ...
%A tool to track and process reduced payments while streamlining thedispute resolution process
%A component in SAP’s new financial solution suite, Financial SupplyChain Management (FSCM); available in FSCM 3.0 as of July 2004
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!SAP AG 2005, 15
DisputeManagement
2. Invoice
3. Reduced payment (without reason)
1. Purchase is made and order is fulfilled and shipped
4. Automatic
creationof a disputecase
7. Posting
Customer Biller’s ERP
5. Email, letter
6a. Payment information(telephone call, fax)
FSCM Biller Direct(Web Portal)
6b. Access toDispute Management(payment information)(integrat ion w ith Bi l ler Direct
availab le in FSCM 3.0 )
R e al t i m
e
Dispute Management – an Example
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!SAP AG 2005, 16
YES
EndEnd
Open and assign a
dispute case
NO “Assign, import” the relevant data
such as invoice, billing document,
master data, etc.
NODetermined by disputeaccounting clerk
YESWorkflow message to
person responsibleDispute case clarified and status set to clarified.
Info on the steps taken is stored in the Notes History
Dispute accounting clerk
subsequently checks this
Dispute accounting clerk
changes status to closedDispute case then
updated and closed
Dispute case then
updated and closed
Reasoncode
known
Directclearingpossible
Postprocessing
bank statement
SAP Dispute Management – An Example
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!SAP AG 2005, 17
SAP Dispute Management
SAP Dispute Management
CRM SCM MM SD FI-Accounts Receivable Business Analytics ....Or FI-Contracts Accounting
CustomerCustomer AR-ClerkAR-Clerk Sales Manager Sales Manager
Input Input Input
Integration
O r
d e r
S h i p m e n t
B i l l i n g
C a m p a i g n
R e c e i v a b l e s
P r o d
u c t i o
n
C a s h
P
a y
A
n a l
y z e
Quality Mgt.Quality Mgt. ......
Input Input
Business process is managed within:
Integration Integration Integration
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!SAP AG 2005, 18
How Does SAP Dispute Management Help?
SAP Dispute Management controls and streamlines the disputecase process
As central component for handling dispute cases, SAP Dispute
Management enables cross-department dispute resolution
SAP Dispute Management is integrated in financial but also inlogistical processes
SAP Dispute Management organizes and stores all informationand documents related to a dispute case
SAP Dispute Management includes sophisticated reporting$Detect quality issues
$Control workload$ Track dispute process
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!SAP AG 2005, 19
Dispute Management Screens
Case organizer #Creating and
processing cases
#Search cases
#My cases
#List of all cases where
the user is the processor
#Favorites
#Resubmission
#History
#List of objects that were
most recently processed
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!SAP AG 2005, 20
Basics of Dispute Management
Components of a case...
#Case attributes#Title, processor, status,
reason, amount,…
#Case record/linkedobjects#Customer, residual item,
word document,
transactions…
#Case notes#for the documentation
of the processing of the case
#Case log#History of actions performed
on the case
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!SAP AG 2005, 21
Attributes of a Dispute Case
The case attributescontain...
# Header, case ID
# Processor, coordinator,
responsible person
# Reason, status, priority,
escalation reason
# Planned close date
# Amount fields
# Created/changed/
closed by/at
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!SAP AG 2005, 22
Amount Fields of Dispute Case
Original disputedamount
Amountfields
Disputed amount
Paid
Credited
Cleared manually
Automatically writtenoff
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!SAP AG 2005, 23
Case Notes
In the case notes, the user documents the processing of thedispute case
#Different types ofCase Notes(description, internal
memo, answer ...)#Customizable
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!SAP AG 2005, 24
Case Record
The case record contains links to objects that are related tothe case
The case record cancontain links to...
# Business objects
# Office documents
# ArchiveLink
documents
# Transactions
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!SAP AG 2005, 25
Folder Structure of Linked Objects
Business partner
Disputed objects
Resolved objects
Items assigned during clearing
Other objects
Miscellaneous
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!SAP AG 2005, 26
Case Action Log
MILLERBROWNPROCESSORBROWNAttributeChange
09:10:2018.04.2003
BROWNAccess CaseNotes
09:12:4518.04.2003
MILLERDisplay Case11:45:1221.04.2003
Value newValue oldAttributeUser ActivityTimeDate
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!SAP AG 2005, 27
Dispute Case Locator
With the dispute case locator, the user can search for cases
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!SAP AG 2005, 28
My Cases
My Cases provides the user a list of all cases for which he is theprocessor
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!SAP AG 2005, 29
Creating a Dispute Case
Can take place from different screens
& From display and change FI document (FB02, FB03)
& From line item display (FBL5N)
& From clearing with residual item creation (FB05)
& From post-processing of bank account statement (FEBAN)
&New: from lockbox processing and Biller Direct
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!SAP AG 2005, 30
Create Dispute Cases from FBL5N
From the open item list, all marked items will be taken into thedispute caseItems from different customers or companies and with differentcurrencies can be selected
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!SAP AG 2005, 31
Create Case from Financial Transaction
Process integration
! Update amount field Original Disputed Amount
! Link FI document to folder Disputed Objects! Automatic derivation of field content
User action! Enter data for a few fields
! Write a note
Financialtransaction
Create disputecase
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!SAP AG 2005, 32
Create Dispute Case in Case Organizer
SAP Dispute Management
Record and Case Record Models
Cases
Dispute Case
Dispute Case - Search
My Dispute Cases
Documents
Find
Create
Information
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!SAP AG 2005, 33
Display Dispute Cases from FBL5N
Attributes of the dispute case can be added to the line item displayDispute data can be accessed from the list
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!SAP AG 2005, 34
Update Case by Financial Transactions
Amount fields
! Original disputed amount
! Disputed amount! Credited amount
! Paid amount
! Amount manually cleared
Folders
! Resolved objects
! Items assigned during clearing
Financialtransaction
Update DisputeCase
Eff t f Cl i Di t d It
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!SAP AG 2005, 35
Effect of Clearing a Disputed Item
A partial paymentis receivedfor a disputed item...
... before clearing
Eff t f Cl i Di t d It ( t )
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!SAP AG 2005, 36
Effect of Clearing a Disputed Item (cont.)
A partial paymentis receivedfor a disputed item...
... after clearing
S litti Di t C b FB05
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!SAP AG 2005, 37
Splitting Dispute Cases by FB05
The user can split the amount of a residual item from the disputecase and create a new case for this item:
Result
Original amountof old dispute case
will be reduced and
the two dispute cases
are linked together
Correspondence
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!SAP AG 2005, 38
Correspondence
Correspondence can be created! Automatically by events like
$Create dispute cases
$Close dispute cases
$Events that can be defined on project level
!Manually by the user when processing the dispute case
SAP delivers standard customer correspondence for ! Fax, email, and letter
$
Notification that a dispute case has been created$Notification that dispute case has been closed
$Query regarding dispute case
$ Information about dispute case
! Customers can create their own correspondence
$ Use smart forms$Data available for correspondence
& All attributes
& External notes
& Object keys of objects stored in the dispute case folders (case record)
& …
Example of Manual Correspondence
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!SAP AG 2005, 39
Example of Manual Correspondence
Customer contact person
Select communication type
Selectcorrespondence
Selectexternal notes
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Example: Time Grid for Disputes
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!SAP AG 2005, 41
Example: Time Grid for Disputes
Implementation
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!SAP AG 2005, 42
Implementation
R/3 release required! 4.6c or higher release of FI-AR. FI-CA is possible backend for FSCM 3.0.
Resources required
! Dispute Management/Accounts Receivable consultant
! ABAP consultant
! Basis consultant
Estimated time frame
! Depends upon amount of customization: approximately three months
! Possibilities exist to extend functionality via BAdIs (i.e., setting defaults)
Key actions to take before implementation
! Map out processes desired! Obtain statistics on current processes and determine goals for
improvement
Customer Enhancements for Default Values
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!SAP AG 2005, 43
Customer Enhancements for Default Values
Case Type
Category
Reason
Priority
External Reference
Processor
Coordinator
Person responsible
Title
Case notes
CreateDispute Case
Find default
value for
Accounts receivable
Customer Enhancements
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!SAP AG 2005, 44
Customer Enhancements
BAdI: Change cases during initialization
BAdI: Change cases before validation
BAdI: Customer-specific validation of cases
BAdI: Change cases before saving
BAdI: Customer-specific validation before saving
BAdI: Save customer-specific data when saving cases
BAdI: Mass activities on dispute cases
Deployment for mySAP ERP 2004 (1 System)
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!SAP AG 2005, 45
Deployment for mySAP ERP 2004 (1 System)
SAP ECC 5.0(FI-AR)
SAP DisputeManagement3.0
SAP Web Application Server (Web AS)6.40
Deployment for SAP R/3 Enterprise 4.7*
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!SAP AG 2005, 46
p y p
SAP R/3 Enterprise4.7
SAP DisputeManagement
3.0
SAP Web AS 6.20 SAP Web AS 6.40
ALE
*Deployment for 4.6c would look similar
SAP Dispute Management Demo
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!SAP AG 2005, 47
p g
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SAP Collections Management
Today’s business issues
SAP Dispute Management
Wrap-up
SAP Collections Management
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!SAP AG 2005, 49
%Solution to optimize collections by providing collectors with work lists,collections information, and related functionality
%High customer interest in this area
%First release was in FSCM 3.0 July 2004
The Functionality
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!SAP AG 2005, 50
SAP Collections Management comprises a new possibility toprocess and view open items per customer account forcash collection! All open invoices and their statuses at a glance
! Invoice history
! Actions for one or several invoices can be directly taken
! Tight integration with SAP Accounts Receivable
SAP Collections Management offers work lists that can be created
manually! Search criteria to select customer accounts
! Criteria to prioritize customer accounts
! Direct access to customer account from worklist
SAP Collections Management offers new collection procedure! Promise-to-pay agreements
! Automatic integration with payments and clearing postings
SAP Collections Management
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!SAP AG 2005, 51
Selectcustomeraccounts
Prioritizecustomeraccounts
Preparereceivablesfor collection
Process
receivablesper customeraccount
Selection by•Company code•Account no.•Clerk•Sales area•Total open amount
• ...
Prioritize by•Total open amount•Due today•Amount promised•Amount broken pr.•Amount dunned
• …
Prepare by•Sorting•Filtering•Viewing history•Assigning contact• …
Process account by•Creating promises to pay•Renewing promises•Creating dispute cases• …
Co l l e c t i o n s p r o c e s s
Prepare Customer Contact
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!SAP AG 2005, 52
Collection agent gets the following information on customeraccount level! All open invoices of customer account (invoice view)
! Open promises to pay – navigation to detail view possible (promise-to-pay view)
! Open dispute cases – navigation to detail view possible (dispute case view)
Collection agent gets the following information on invoice level! Invoice history
! Promises-to-pay list per invoice – navigation to detail view possible
! Dispute case list per invoice – navigation to detail view possible
Collector can define layouts that allow him to view status of invoice at aglance like! Invoiced amount
! Open amount
! Paid
! Credited
! Promised
Prepare Customer Contact: Invoice View
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!SAP AG 2005, 53
Create Dispute Case: Example
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!SAP AG 2005, 54
Promise to Pay
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!SAP AG 2005, 55
Customer promises to pay one or several invoices! Collection agent creates promise to pay
$Creation possible for one or several invoices
$ Promise is traced on single invoice level
! Collection agent renews promise to pay$ Existing promises can be renewed
$Renewed promises get higher promise level
Promises to pay are updated by incoming payments! State “kept” if incoming payment equals promised amount
! State “partially broken” if payment amount is smaller than promised amount
! Promises that are not kept are labeled “broken”
! Partially broken and broken promises can be followed up
For invoices that have been fully cleared, promises to pay can beclosed automatically
Collection agent can create, change, renew, withdraw or void promisesto pay
Create Promise to Pay: Example
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!SAP AG 2005, 56
Selected invoices
Sum is taken over as default value for promised amount
If promised amount is smaller than total open amount distribution
Deployment for mySAP ERP 2004
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!SAP AG 2005, 57
SAP EnterpriseCore Component
(ECC) 5.0(FI-AR)
SAP Dispute and
CollectionsManagement
3.0
SAP Web AS 6.40
Deployment for SAP R/3 Enterprise 4.7
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!SAP AG 2005, 58
SAP R/3 Enterprise4.7
SAP Dispute andCollectionsManagement
3.0
SAP Web AS 6.20 SAP Web AS 6.40
ALE
SAP Dispute Management Demo
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!SAP AG 2005, 59
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SAP Collections Management
Today’s business issues
SAP Dispute Management
Wrap-up
FSCM Roadmap
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!SAP AG 2005, 61
Focus:
• Biller Direct
• Dispute Management
• Credit Management*Credit manager portal, credit rating,
credit rules engine
• Treasury and Risk ManagementParallel valuation area, position monitor,
new instruments
SAP
FSCM 2.0
Focus:
• Biller DirectDispute Management integration, collection authorization
• Dispute ManagementAutomation and prioritization, workflow integration, correspondence
• Collections ManagementManual worklists, promises to pay, integration with Dispute Management
• Credit ManagementCredit Limit Check, Credit Analysis, Credit Eventing, Workflow
• In-House CashPrima Nota, Integration with Cash and Treasury and Risk Management
• Treasury and Risk ManagementNew instruments for foreign exchange and derivatives, Hedge Accounting,
enhancements in Market and Credit Risk Analyzer
mySAP ERP 2004
(incl. SAP FSCM 3.0)
Ramp-Up
Q2/2004
Release to Customer
Q3/2003
* Pilot customers only
mySAP ERP 2005(incl. SAP FSCM 6.0)
Planned
Q3/2005
Resources
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!SAP AG 2005, 62
Direct contact:
Contact your SAP Account Executive or …
Karen Hartnett, FSCM Product Manager
(Biller Direct, Dispute Management, CreditManagement, Collection Management)
Web site:
www.sap.com/fscm
•Brochures
•White papers
•News and events
•Customer success stories
7 Key Points to Take Home
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!SAP AG 2005, 63
( Dispute and Collections Management is an important focus area for
most companies today
( Poor dispute resolution diverts company focus, worsens customerrelations, and negatively affects profitability
(Most companies are still using a manual, paper-based process withno standardization to address disputes
( Deductions are not avoidable, but the associated pain is
( SAP Collections Management lets you manage collections at the
customer level, while Dispute Management is at the individualdispute or line-item level. The two solutions together provide acomprehensive solution to improve collections and customersatisfaction.
( Implementations of Dispute and Collections Management arerelatively fast
( Integration within FSCM and with other SAP solutions is key
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