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Expired / Delinquent CC Flow
Expired / Delinquent CC Flow Monthly
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Purpose

To streamline communications, reduce indirect labor costs associated with current collection efforts, and provide a clear business model for bad debt write-offs.

Tools and Processes

1. NMI Quire API Integration

Function: Identify credit cards set to expire within 20 days of an upcoming service.
Action: Automatically communicate with clients, providing a convenient method to update their payment details.

2. CSR Phone Efforts

Tool: Task management system for Customer Service Representatives (CSR).
Process:
Code tasks for CSRs to proactively call clients.
Use a friendly, assumptive close script:
“Mrs. Jones, let me guess—your card got compromised, or you have a new one? I can go ahead and update your card for the scheduled cleaning on [Clean Date].”
Goal: Minimize payment disruptions by offering direct assistance in updating card details.

3. Automated Text Messaging

Purpose: Provide redundancy for clients who may miss emails or have cluttered inboxes.
Action: Send automated reminders via text to ensure payment details are up-to-date and avoid service interruptions.

4. US Snail Mail

Timing: Reserved for later stages of the collection process.
Purpose: Reach clients who may not respond to digital communications.
Action: Send physical mail reminders when digital efforts fail.

5. Certified Mail

Timing: Used at the end of the collection cycle.
Purpose: Demonstrate Canology's commitment to recovering bad debt and signal that the matter is being taken seriously.
Action: Send certified mail as a final step before writing off the debt.

Address The Following Considerations:

Filter out clients that pay by check.
Stop collection cycle when invoice is paid.

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