2 of 3 used · 3 outbound attempts / 7 days
10:30Applications · Collections
Chase the account most likely to pay. Prove every conversation.
Ageing buckets, allocation to digital, tele-calling or a field officer, promise-to-pay tracking, and settlement gates that follow your authority matrix. Whether it is trade receivables or a lending book, the discipline is the same: the right treatment, recorded, and defensible.
buckets · strategies · allocationDigital, tele & field lanesPTP tracking with break escalationSettlements under authority
One account · ledger to contactAgeing, allocation, consent, dispute and authority stay connected before customer contact or commitment.AC-4798 · Meridian Retail Systems
Gross invoices₹7.20 L−Receipt + credit₹1.10 L=Net open₹6.10 L
9:41☎
Verified contactRhea D’Souza · Accounts Payable ManagerERP contact + callback verified · 06 Aug
₹0.80 L received · ₹1.20 L short
2 of 3 outbound attempts used · Call gate opens · 10:30 IST
₹0.70 L dispute remains separate.
Collections starts with what is true and what is permitted.
AC-4798 holds a broken promise, a matched receipt, an open dispute and a safe-contact gate. Recovery stays defensible only when all four remain visible.
The account balance explains itself
Invoices, allocations, credits and disputes retain their individual effect on the open balance.
AC-4798 · ₹6.10 LContact identity comes before account detail
The named contact and callback evidence remain on the account record.
Rhea D’SouzaChannel and timing are product policy
Consent, safe hours and frequency caps shape the permitted next action.
10 Aug · 10:30 ISTA person owns every commitment
Contact, plan, concession, dispute and legal authority stay explicitly separated.
Neha → Arjun → Riya → SameerRecovery, judged on what happens after the promise.
Collections tools all send reminders. The difference is in allocation, in what happens when a promise breaks, and in whether the conversation would survive a regulator reading it.
Segmentation
→Ageing buckets, worked in alphabetical order.
Rebuilt agentic
Strategy by bucket, exposure, propensity and reason for non-payment, so effort goes where recovery per hour is highest.
Allocation
→A list per agent, refreshed monthly.
Rebuilt agentic
Accounts allocated across digital, tele-calling and field lanes by strategy and capacity, and re-allocated when a lane stops working on that account.
Dunning
→A reminder schedule, the same for everyone.
Rebuilt agentic
Sequenced reminders on the channel each customer answers, inside quiet-hour and consent policy, escalating in tone only as far as policy allows.
Promise to pay
→A note in a comment box.
Rebuilt agentic
A PTP is a dated object with an amount; a break escalates the account and changes the strategy automatically.
Field recovery
→A visit reported by phone, receipts on carbon paper.
Rebuilt agentic
Geo-verified visits with the receipt issued from the app and the payment reconciled the same day: cash in hand becomes a tracked liability immediately.
Settlement & waiver
→A negotiation, approved on a phone call.
Rebuilt agentic
Settlement and waiver options priced against policy, routed through maker-checker, so every concession has an approver and a reason.
Recover the undisputed balance without collapsing the dispute.
The ledger, promise history, verified contact, channel permission and authority matrix share one account before anyone reaches the customer.
Illustrative product sequence · no contact, promise or concession happens automatically.Safe-contact gate heldReview recorded · contact still held10 Aug · 10:30 IST
₹6.10 L open reconciles to retained records
Gross invoices, applied receipt and posted credit remain separate from the open dispute.
Decision fact₹5.40 L undisputed · ₹0.70 L disputed
The next action begins with permission
Named contact, verified identity, permitted channels, safe hours and frequency cap govern the opening.
Decision factPhone after 10:30 · 2 of 3 attempts used
The previous promise is evidence, not a new commitment
PTP-204 is ₹1.20 L short after the matched receipt. The next plan remains only a discussion path.
Decision factNo plan exists until both teams confirm
Contact-policy room
Permission is part of the account, not a reminder beside it.
Inspect identity, consent, safe hours and frequency before the account balance is discussed. Channel controls change the visible contact path.
Accounts Payable Manager · IST · customer local time
10:00–17:00 IST · 3 outbound attempts / 7 days
Collections officer · named checkpoint
Neha Kulkarni
Make policy-safe contact and record the response.
CNV-884 · POL-C17 · verified contactMay discuss dates; cannot create a promise alone.Team lead · named checkpoint
Arjun Bedi
Accept or return a payment-plan or visit request.
PTP-204 · account historyOwns recovery strategy approval.AR / dispute owner · named checkpoint
Riya Menon
Keep dispute, fee, credit and concession decisions separate.
DSP-118 · CN-208 · AUTH-09Owns concession and dispute boundaries.Named recovery authority
A prepared opening is not a customer commitment.
Neha can make the permitted contact, Arjun owns the plan and Riya owns dispute and concession. The system prepares but never collapses those roles.
Complete collector role task
Verify first. Discuss only what is safe.
The task carries the account, broken promise, ledger evidence, consent, consequence, prepared discussion path and named review gate.
One complete role task, not a miniature status card.9:41☎
₹0.80 L received · ₹1.20 L short
Phone permitted · WhatsApp not permitted · 2 of 3 outbound attempts used
₹0.70 L dispute remains separate.
Verify Rhea, then discuss dates only.
The recovery desk, generated.
Regulated collections carry their own constraints: contact frequency caps, permitted hours, mandatory disclosures, and those are policy on the platform, not training. Ledger truth, contact permission, promise history and authority remain on the same account.
Portfolio & buckets
Ageing buckets, exposure bands, product and geography cuts, with roll-rate and flow-rate visibility between buckets.
bucket · roll rate · flowStrategy library
Treatment strategies by segment with entry and exit criteria, champion–challenger testing and effectiveness reporting.
champion · challengerAllocation engine
Assignment across digital, tele and field lanes by capacity, skill, geography and performance, with re-allocation rules.
lane · capacity · re-allocateDunning sequences
Multi-channel reminder sequences with tone escalation, frequency caps, quiet hours and consent enforced at send time.
sequence · cap · quiet hoursPromise to pay
Dated PTPs with amounts, kept and broken tracking, automatic strategy change on a break, and PTP quality by agent.
ptp · break · qualityField collections
Visit allocation with geo-verified check-in, receipt issue from the app, cash deposit tracking and same-day reconciliation.
visit · receipt · depositSettlement & restructure
Settlement, waiver and restructuring options priced against policy, with maker-checker approval and a documented rationale.
price · maker-checkerLegal & recovery escalation
Escalation into legal notice, arbitration or repossession tracks with document generation and status tracking.
notice · track · documentPrepared work · retained authority
A broken promise that changes the strategy by itself.
The system can reconcile records, check policy and prepare an opening. It cannot contact a customer, create a promise, waive value or refer legal action.
“which broken promises this week were not re-contacted within policy”
Three agents on the book. Concessions stay human.
Agents prepare account evidence and contact paths. Collectors, finance and legal owners retain their decisions.
Picks the treatment per account from the strategy library and the account's own history of what worked.
strategy changes are loggedRuns reminder sequences on the channel the customer answers, inside frequency caps and quiet hours.
policy blocks the non-compliant sendTracks every promise to its date, detects the break the morning after, and moves the account to the next strategy.
escalation follows the hierarchyPrices settlement and restructure options against policy and net present value, with the rationale attached.
maker-checker on every concession
Bring one ageing bucket. Watch a strategy run on it.
A 90-minute working session: your bucket definitions, one treatment strategy and the settlement matrix drafted as an FRS, approved, and generated to a staging tenant with the field app live.
For your technical team
Collections is meta on the platform: the same customer record as the CRM and order management, durable execution behind every promise clock, and concessions attributable to the authority matrix that permitted them.