Dispute Management Best Practices


Click For Bio
Duration
60 Mins
Level
Intermediate
Webinar ID
70008

Do you know the impact on margins and cash flow of disputes and deductions to your organization? Do you have a lot of people working on disputes? How much time are staff in seemingly unrelated departments (Sales, Customer Service, Logistics) spending on resolving disputes and deductions?

Learn:
 » The cause of disputes and deductions
 » How to quantify the total impact to your organization
 » The Best Practice process, metrics, and technology to transform your disputes and deductions processing from a heavy cost burden to one that recovers profit and delights customers

In many companies, dispute and deductions resolution is an ad hoc process, performed by whomever receives a complaint from a customer, or the Credit Department in its efforts to clear them from the Accounts Receivable ledger. This results in non-standard, sub-optimal processes being used by individuals who are not well positioned to efficiently resolve them. It is often accompanied by an absence of metrics, analytics, and technology. As stated earlier, this results in excessive cost, delayed cash flow, and under-recovery of invalid deductions.

Like almost every other business challenge, a formal, Best Practice process, supported by Analytics, metrics and technology can deliver huge improvement in business results.

Why Should You Attend

Every company will incur disputes and deductions, even if it fulfills all of its product and service orders perfectly. Why? – because customers will perceive an error in delivery or invoicing and dispute the invoice, even if they are incorrect. 

In my experience, at least half of all receivables over 10 days past due are disputed, whether the disputes have been identified or not. Unless there is a formal, excellent process to research and resolve them, disputes and deductions will create substantial cost, margin, cash flow, and customer satisfaction penalties.

Objectives of the Presentation 

 » To establish a definition of disputes and deductions
 » To explore the causes of disputes and deductions
 » To describe the solutions
 » To define the benefits of efficient/effective dispute resolution

Areas Covered in the Session 
 » Introduction
 » Definition of Disputes and Deductions
 » Causes and Impact
 » Solution: Policy, Process, Metrics, Analytics, Technology
 » Conclusion and Questions
 » Case Studies

Who Will Benefit 
 » Members of the Finance community responsible at some level, for managing a firm's AR asset (CFO's, Controllers, Treasurers, Credit Directors/Managers). Customer facing staff:  Sales and Customer Service Managers and Supervisors.

JohnSalek.jpg

John G. Salek

Revenue Management Associates (RMA) helps companies optimize their use of trade credit to increase revenue and margin, control exposure to bad debt, improve cash flow, and reduce operational cost
 » 30 years experience in Invoice to Cash solutions development working in a broad range of industries with over 250 clients. 
 » Author of Accounts Receivable Management Best Practices published by John Wiley
 » B. S. Business Administration from the University of Connecticut, MBA in Finance from The Tuck School of Business at Dartmouth College. 

  Recently Banking & Financial Services Webinars Upcoming Webinar

  Webinars By This Keynote Speaker

Record webinar

John G. Salek

President, Revenue Management Associates, LLC

Duration : 60 Min

Webinar Id: 70006

Record webinar

John G. Salek

President, Revenue Management Associates, LLC

Duration : 60 Min

Webinar Id: 70007

Record webinar

John G. Salek

President, Revenue Management Associates, LLC

Duration : 60 Min

Webinar Id: 70008

Record webinar

John G. Salek

President, Revenue Management Associates, LLC

Duration : 60 Min

Webinar Id: 70009