The Foundation of Effective Collections in a Digital World:
Part 2 Know your Contact
Know your contact: Map the approval chain, not just a name
Understanding the customer’s invoice authorisation and payment
process remains essential. The difference today is you can, and should,
track the full workflow: who approves, who releases payments, and who
can unblock disputes.
Modernise it with technology:
-
Contact hierarchies in CRM/collections software: Record role
based contacts (AP officer, project manager, approver, CFO) and the
escalation route. -
Engagement history: Log every call, email, promise, and dispute
note so anyone in the team can pick up seamlessly. -
Automated routing: If your contact can’t commit, your workflow
should prompt escalation to the next authority (with templated messaging
and timeframes).
Outcome: You stop “contact ping pong” and start speaking to decision
makers faster.
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