Credit control and CRM, working together?

Credit control and CRM, working together?

Customer relationship management systems are an increasingly hot topic in the IT related press. Organisations are increasingly seeking to automate their ‘front office’ activities where possible, and see credit control as very much a ‘back office’ function. Traditionally, credit control is a reactive exercise, controllers chasing late payment as Rottweilers, not the cuddly teddy bears associated with CRM.

Adopting a softer, CRM based approach to credit control is, as the name suggests, about cultivating a relationship with the customer.  By employing CRM techniques, we give the customer the impression they are special, and that the credit controller has a holistic view of their account and the person they are communicating with. Any software system should therefore be able to provide all relevant customer facing personnel with a comprehensive view of all dealings with the company. An all round, sometimes called ‘three sixty degree’, view.

Creating a relationship on a one to one basis, encourages trust between the parties involved.  A customer promising to pay transactions is far less likely to default, if they feel they are letting a ‘friend’ down rather than the unknown face of a traditional credit controller. One software and service provider has embraced this concept, combining CRM practices into credit control activities which in turn separates them as a thought leader in the market.

This software solution, available today, tracks every single communication between credit controller and customer, each conversation, every letter, all emails, the whole relationship committed to record.  Automated events are diarised to drive a daily workflow for the credit controller.  Typical events include overdue invoices, exceeded credit limits and risk reviews to name but a few. The credit controller is guided towards their daily tasks, with all the related information necessary to complete the task readily available.

To find out more about Safe Credit Control, visit www.safe-creditcontrol.co.uk and complete an online enquiry form.

 

 

 

 

 

Eddie Stanley, Commercial Director - Financials and Credit Control, Safe Computing.

 

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