Collections, with every conversation on the account

The problem

Collections had been largely reactive: an overdue invoice got attention when someone noticed it. The ERP had every invoice and payment, but no way to run collections: no work queue, no history of who called whom, no record of a promise to pay, no reminder letters, and no view of lien deadlines. Whoever picked up the phone had to remember the last conversation, or dig through email to find it.

What we built

• One timeline per customer. Every call, email, meeting, note, promise, and dispute, newest first, with who made it, the contact, what was said, and the outcome.
• A ladder from the company’s policy. On day 10 a call confirms the invoice arrived. Day 30 sends a reminder, day 45 asks the salesperson to call, day 60 is a demand letter, and day 75 is a referral to counsel. Calls become tasks for the right person; letters are drafted.
• Letters a person approves. Each letter is drafted with the statement and the invoices attached, lists every invoice with its age, and waits in an outbox until a person approves, edits, or holds it.
• One letter per customer. A customer with invoices at two stages gets the letter for the later one, never a friendly reminder and a demand the same morning.
• Promises and disputes pause the clock. A promise to pay holds the ladder until a few days after the promised date, and two broken promises go straight to a demand. A dispute pauses only the amount in dispute.
• Statements in a click. On letterhead, with or without the interest the terms allow.
• Repeat late payers, flagged. A customer who reaches day 45 twice in a year is flagged for deposit terms on their next quote.
• Follow-ups across every account, overdue first, on the dashboard.
• Synced from the ERP every four hours, read-only. The one thing it adds there is a new AP contact on the customer’s account.

Follow Ups everyone · overdue first

EveryoneMine

• 1d late · 10/15/2026Riverbend Construction45610$14,705.00Confirm the half payment on 45610 is in the mailAlex KimDone
• Due todayIronwood Mechanical Contractors45688$41,250.00Check that the PM signed off on 45688Alex KimDone
• Due todayHarborview Medical Center45630$58,975.00Call AP about 45630 before it reaches 60 daysAlex KimDone
• 10/17/2026Bluewater Seafood45652$26,780.00Second call on 45652Sam RiveraDone
• 10/22/2026Ironwood Mechanical Contractors45702$68,420.00Thursday check run: confirm 45702 clearedAlex KimDone

What changed

50%+drop in outstanding AR after it went in

The finance team works from it every day. Every open invoice has its next step, every customer has one history, and every letter goes out on schedule with a person’s OK.

Questions