Dunning Emails through NetSuite SuiteApp

Requirement

Our client’s main requirements were:

1. Send Dunning Emails to their customers depending on how many days an invoice was overdue. Additionally, categorize customers as BPO (Business Process Outsourcing) and Non-BPO with four levels of invoice dunning. 

2. A PDF statement should be attached when a dunning email was sent to their customers.

Technical requirements  

Here are the four Invoice dunning levels that our client wanted to implement:

• Gentle Reminder (10/20 days after due date) 

• Reminder (30 days after due date)

• Urgent reminder (45 days after due date)

• Final Reminder (60 days after due date) 

Gentle Reminder

1. The client wanted a custom filed on the customer record to indicate whether BPO or non-BPO customer.

2. If the customer was a BPO, and the invoice was overdue by 10 days (first gentle reminder) or 20 days (second gentle reminder), the following Gentle Reminder Email Template is to be used. (Refer image below).

3. If the customer was a non-BPO and the invoice was 10 days overdue then the Gentle Reminder Email Template should be used.

Gentle Reminder image

Note: Our client required 3 more similar reminders. These reminders varied according to the number of days an invoice was overdue. Proximity to the deadlines determines the content of these email templates and varies according to urgency.   

Also, it was important to note that the dunning dates varied according to the type of customer (BPO or Non BPO). For instance, refer the above image of the GENTLE REMINDER.  

One set the GENTLE REMINDER to 10 days or 20 days overdue for a BPO customer. It was 10 days for a non-BPO customer. The difference in date structure was applicable to all four invoice dunning levels.  

Solution

Our development team approached the challenge with NetSuite’s “Dunning letters Suite App”. Our developers set up an automated dunning process in NetSuite with the Dunning Letters Suite App. They did this to manage the collection of accounts receivable and send reminder letters before the payment was due. 

To set up “automated dunning process”, our resources created dunning procedures and assigned them to customers. They are creating a custom field to select the type of customer – BPO/Non-BPO.

1. Scheduling the Dunning Evaluation Workflow,

2. Dunning Template,

3. Dunning Level Rule,

4. Dunning Procedures,

5. Assign dunning procedure to the customer.

Our intervention solved a range of problems that the client faced. They included the automation of dunning letters. Our experts set up the system to search for customers, invoice groups with overdue amounts. System sends emails according to the preset dunning levels and procedures.  

Our developers solved a range of problems that our client faced. (Dunning levels define the thresholds for overdue amounts and days overdue. They also define the letter templates to use for each level.) We also provided a checkbox for attaching the PDF statement. 

The user clicks on the checkbox for sending out PDFs associated with the dunning mail. 

Result

We were able to achieve the requirement of the client with perfection. Our developers added custom checkboxes and flows that aligned with the need. Our client now enjoys the seamless service of dunning emails in NetSuite.