The most expensive reminder is the one you send during a dispute
A contractor invoices in instalments and for extra work. A hundred and twenty invoices a month, and someone has to keep track of who has paid. An agent can do that: draw up invoices from the project statement, check which extra work has not been invoiced yet, and write reminders in a fixed tone.
But a reminder to a customer with an open dispute makes things worse. The customer feels unheard and the relationship suffers.
So a fixed rule in the process: when there is a dispute, no reminder goes out. Not because the agent does not understand, but because the system does not allow it. The dispute sits as a flag on the file, and the reminder waits.
The same goes for invoices above a certain amount and for any message to a customer outside the template: a person looks along.
A good rule does not have to be clever. It has to be right and it has to be fixed.
Start small: find the debtors with a dispute in progress in your records and check whether a reminder went out since the dispute began. If so, you know which flag you need first.
Which flag should stop a message at your place?
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