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Too many financial systems in major companies are unable to provide consolidated and drill through reporting functionality is the key area of Working Capital Management. This can have a major impact on a company’s ability to efficiently monitor a key driver of cashflow and shareholder value. The Customer Value Group’s SmartviewTM Dashboard can provide the answer
SmartviewTM will integrate with any receivables or billing system, including Oracle Financials, SAP, JD Edwards, Coda, Sun and SQL as well as bespoke and industry specific solutions.
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Based on more than three decades of experience, the SmartviewTM Dashboard has been developed to provide senior executives with the insight and control they need to get the most from corporate cash resources. CFO Management View – CFO Dashboard is available to monitor working capital movements at one glance
Comprehensive Reporting System – Reporting ability to provide continuously updated picture of working capital performance across even the most complex business Breadth and Depth Reporting – Providing reporting details across any given period or currency, by division, region or business unit, across receivable, payables and inventory
Appropriate Information Available - This Dashboard gives you exactly the information you need through quick and simple customisation by the individual user
Ease of use – Reporting containing an intuitive graphics-based system that can quickly switch from company-wide
overview to in-depth investigation Figure 1: Overviews of AR and Overdues across All Regions and Business Units in the organization
7. Dispute & Query Management 6. Collections 5. Targeting 4. Credit Risk Management 3. Credit Policy 2. Customer Segmentation 1. Data Mining 8. Reporting & Dashboards SmartviewT M
Figure 2: Customer Disputes and Queries across ALL Regions and Business Units in the organisation
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Transparency and Automated Reporting – Visibility of reporting across the organization. Ability to automate reporting distribution based on roles and responsibilities Filtered Information - Data contained in the reports can be filtered, selected and illustrated accordingly.
Performance management can be measured and data extrapolated in as many ways as possible. Reports can be extracted and generated by Collector, Collections Team, Customer, Customer Type, Business Unit, Company, Dispute Identifier, Dispute Resolver etc.
Exporting Facility – Any report can be exported in excel for further analysis and personalized activities
Management View - Management Dashboard and reports detailing current and historical team’s performance both Collection Management and Customer Service
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Our SmartviewTM TM Dashboard is designed to be implemented as either a standalone system or to provide a collaborative overlay platform which integrates with any existing financial/ERP and CRM packages across often, many database platforms.
CVG licenses its software on a commercially flexible basis including Gainshare and ASP models.
Collection Reporting - Detailed operational reporting including performance management in the areas of: DSO and Best Possible DSO, Pareto Analysis, Cash Targeting, Customer Payment Performance, Aged Debt Profile, Overdue Debt and Unallocated Cash
Customer Service Reporting - Detailed operational reporting in the area of Dispute and Query
Management and Customer Service including: Dispute Surfacing and Resolution Cycle Time, Payment and Closure Cycle Time, Dispute Ageing, Dispute Causal Analysis and Dispute/Query Throughput, Customer Churn Analysis and prediction.
Process Cost Management – Report on AR and Customer Service processes are made visible through process cost related reports and dashboards and can be accessed at both management and operational level. This also allows identifying customers with high process management and operational maintenance costs.
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AR management reports are structured within CVG SmartviewTM as follows:
Reports and dashboards can be configured for both management and operational views of the Accounts Receivable function across each of these areas. CVG SmartviewTM provides more than eighty standard reports in this area at both management and operational levels.
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DSO Trend - DSO trend analysis is measured against Best Possible DSO. Can be viewed on screen by customer and can be visualized by the day, month and year. Reporting can be produced by a number of variables. For instance: Customer, Customer type, Collector, Collector team, Sales agents, Sales channel, Segment, Segments group, Business Units, Total company, etc.
Aged Debt Analysis - This is a measure of the value of overdue trade receivables represented in age buckets. This measure compares the value of aged debt month on month and focuses attention on the absolute values not being collected to terms and the amount of time that they have been overdue. On demand analysis is provided on an account basis or by different variables as per DSO report. The software has the ability to illustrate up to ten ageing buckets, catering for different markets and geographical regions. Clearance/Rollover analysis – This analysis shows how much of the debt is not being collected from each ageing bucket (e.g. 1-30 days old) and is consequently ‘rolling’ over to the next month. Outstanding debt is shown as a percentage of the original current debt, therefore also indicating the percentage of cash collected on time. The objective of this measure is to compare the percentages month on month which are not collected (rollover) from one aging bucket to the next.
Promise Management & Forecasting - Promises for payment are collated and analysed to provide income forecasts. Users can incorporate their own cash forecasting formula to produce bespoke cash flow reports for future months: one, six, twelve and fourteen months.
Collector Performance – Collectors performance statistics provide analysis of individual and group productivity levels. Users can be monitored by number of tasks raised on a given time frame, completion times, call attempts, cash promised, successful calls, letters generated, payment plans created, disputed invoices raised and activities closed.
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Customer Payment Performance Aged Unallocated Cash Pareto of Customers by Outstanding Debt Bad Debt as a % of Turnover and Insolvency Overdue Debts as a %of Total Debts
Management Measures
AR Operational Measures
AR DSO and BPDSO
Ageing
Service Disputes and Customer Churn
Cash Targeting Aged Debt Profile
Cost Cost of Process
Risk Exposure - Credit risk, including work in progress, can be analysed at a customer, regional and global level.
Workload Forecasting - Future activities can be collated to provide the workload projections for a particular date or range of dates.
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Customer service related reports and dashboards can be accessed at both management and operational level covering the following areas:
CVG SmartviewTM provides more than sixty standard reports in this area at both management and operational levels.
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Dispute/Query Trend - The report will shows the comparative dispute/query activity within the
organization in terms of value and volume of issues Identified, Resolved and Closed for each month. The report may be established as a trend report, comparing activity for different months. The results show: Overall activity, Management flow, Bottlenecks, Backlogs.
Measurement of Resolution Cycle Times - This report calculates the average resolution time and the weighted average resolution time for all Resolved disputes within a period. The report gives a measure of how long it takes for disputes/queries to be resolved and a whether resolution activity is focused within SLAs, thus providing detailed performance analysis.
Dispute/Query Escalation by Category and Type - This report summarizes the volume and value for all escalated disputes by Dispute Category & Type. The report includes: Dispute Category & Type, Escalation levels- levels of escalation to where the dispute has arrived, Value of dispute/query per each level, Number of dispute/query per each level.
Workload Current and Forecasting – Customer Service Managers have immediate access to current dispute/query workload of all people involve in the resolution process. Gathering of information is vital to estimate level of future activities to provide workload projections for a particular date or range of dates. Root Cause Analysis – Periodical analysis of the open reasons for queries with their corresponding resolution codes pinpointing recurring problems with customers in regions and across the company as a whole.
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Aged of Outstanding Disputes/Query Dispute/Query Causal Analysis Dispute/Query Surfacing Cycle TimeCustomer Churn Causality and Prediction Dispute/Query
Throughput
Management Measures
Service Operational Measures
AR DSO and BPDSO
Ageing Service Disputes and Customer Churn Dispute/Query Resolution Cycle Time Dispute/Query Payment and Closure Time Cycle
Cost Cost of Process
Audit Trail – The software provides a complete audit trail for each dispute/query, including all activities performed to a query and any changes in ownership that took place during its lifecycle.
Pending Activities Monitoring – Ability to identify dispute/query activities not completed within the stipulated timeframe, as defined in the reason codes. This information is available for analysis by any user and Customer Service Managers.
Customer Churn Causality and Prediction – Periodical historical analysis of recurring disputes/query by customer also allows identifying which customers have defected due to a high number of customer service issues. This is a powerful tool to measure causality and prediction of future customer churn, providing a framework to avoid customer’s defection.
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The cost of AR and Customer Service processes are made visible through process cost related reports and dashboards and can be accessed at both management and operational level:
CVG SmartviewTM provides more than sixty standard reports in this area at both management and operational level.
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Cost to Serve a Customer – The software has the ability to associate an internal cost resulting from resolving a customer issue. Detailed summary analysis of all resolution costs attributable to each
dispute/query reason code is available. This will highlight customers who generate disputes/queries in order to delay payment of outstanding debt.
Cost of Process Steps - Costs process can be associated and defined by Business Unit, highlighting business areas where improvements are needed
Costs by Activity – Ability to identify a cost for any transaction and activity within the Customer Management process
Customer Cost Performance – In addition transactional and process costs can be associated to any customer paying patterns, DSO and ageing performance
Customer Cost
Performance Cost by Internal Team
Cost of Process Steps by Business Unit
Cost by Dispute/Query Resolution Step
Management Measures
Cost Operational Measures
AR DSO and BPDSO
Ageing
Service Disputes and Customer Churn
Cost by Activity Cost by Dispute/Query
Type Cost Cost of Process Cost to Serve
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Cost of Internal Teams – This will allow measurement of costs generated by Internal Teams in the resolution process of any customer Query/Dispute. Additionally identifying teams with high costs and poor resolution performance
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The Customer Value Group (CVG) is a specialist software company focused on Best Practice in Accounts Receivable collections and Customer Service management.
According to Gartner, CVG is the only software vendor that enables an integrated and sophisticated
approach to customer debt collections and dispute management.
CVG clients include large multinationals like Cargill, RWE, Xerox, Ferrero and Arcelor Mittal. CVG delivers sophisticated workflow software that overlays client's ERP or legacy systems to:
• Deliver enhanced cash flow through reduced AR
• Enable cost reduction through process automation and simplification
• Drive customer retention through shorter Customer Service cycle times and root cause eradication of customer queries and disputes
CVG's software is currently deployed to manage billions in AR in 7 languages in more than 20 locations around the world.
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The Customer Value Group solution is implemented within a 3-4 month timeframe. License fees are chargeable per user or as a corporate fee in perpetuity. Implementation fees are charged on a per diem basis and usually determined at the onset of a project.
