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Smart360 Outstanding Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Outstanding Management module in Smart360? A: To access Outstanding Management:

  1. Login to Smart360 and navigate to the Collections module
  2. The dashboard will display showing key performance indicators
  3. View KPI cards showing total outstanding, number of accounts, average days outstanding, and collection rate
  4. Use the search bar to find specific accounts by account number or consumer name
  5. Apply filters and sorting to prioritize your collection activities

Q: What information is displayed on the Outstanding Management dashboard? A: The dashboard shows key metrics including:

  • Total Outstanding: Total outstanding amount excluding current month billed amounts
  • Accounts: Number of accounts with outstanding balances greater than zero
  • Average Days Outstanding: Total days of outstanding divided by total number of outstanding accounts (rounded figure)
  • Collection Rate: (Total Amount Collected in current month / Total Amount Billed in current month) × 100
  • List View: Account details, billed amounts, due dates, outstanding amounts, days past due, last payments, follow-up status, and risk levels

Q: How does the risk assessment system work? A: Risk levels are automatically calculated based on days since last payment:

  • Low Risk: Less than 30 days past due
  • Medium Risk: 31 to 60 days past due
  • High Risk: 61 to 90 days past due
  • Critical Risk: 90+ days past due This automated scoring helps prioritize collection efforts on the highest-risk accounts.

Account Details & Consumer Information

Q: What information is available in the consumer detail view? A: The detail view shows comprehensive account information:

  • Account Information: Account number, consumer name, category
  • Balance Summary: Outstanding amount, days of outstanding, last payment date, risk level, follow-up status
  • Follow-up Status: Required (no actions taken), Reminder Sent, Final Notice, Agreement Created
  • Multiple Tabs: Actions, Installments, Notes, and History for complete account management

Q: How do I understand the Balance Summary card? A: The Balance Summary displays:

  • Outstanding Amount: Total past due amount that has exceeded the due date
  • Days of Outstanding: Number of days passed since the last payment
  • Last Payment: Date of the most recent payment received
  • Risk Level: Automatically calculated based on days outstanding (Low, Medium, High, Critical)
  • Follow-up Status: Current status of collection activities taken on the account

Collection Actions & Communication

Q: What collection actions can I take from the Actions tab? A: Available collection actions include:

  • Process Payment: Redirect to record payment form with pre-selected consumer
  • Create Agreement: Set up payment arrangements with installment options
  • Print Statement: Generate and print account statements
  • Send Reminder: Select reminder type configured in communication module
  • Send Notice: Send disconnection notice and generate disconnection request for non-payment
  • Send Statement: Email account statement to consumer

Q: How do I send reminders and notices to consumers? A: To send communications:

  1. Navigate to the Actions tab in the consumer detail view
  2. Send Reminder: Select reminder type from configured templates in communication module, print option available with success message
  3. Send Notice: Generates disconnection notice and creates disconnection request with reason "non-payment of bills"
  4. Send Statement: Emails account statement directly to consumer's registered email address All communications are logged in the History tab for tracking.

Payment Agreements & Installments

Q: How do I create a payment agreement for a consumer? A: To create a payment agreement:

  1. Click "Create Agreement" in the Actions tab
  2. Review the outstanding balance and current billed amount
  3. Optional: Check "Include current billed amount in payment agreement"
  4. Enter down payment amount (cannot exceed total agreement amount)
  5. Select number of installments (months for remaining balance)
  6. Add optional notes
  7. Review payment summary showing total amount, down payment, remaining balance, and monthly payment
  8. Click "Create Agreement" and print agreement form if needed

Q: What information is tracked in the Installments tab? A: The Installments tab displays:

  • Agreement Information: Agreement ID, created date/by, total amount, down payment, monthly payment, start/end dates, notes
  • Payment Installments: All installments with amount, status (Pending, Paid, Overdue), due date, paid date, days overdue
  • Payment Summary: Total paid amount, total due amount, remaining balance
  • Agreement Actions: View agreement document, cancel agreement (only if no installments paid)

Q: When can I cancel a payment agreement? A: Agreement cancellation rules:

  • Cancellation Allowed: Only when no installments have been paid
  • Cancellation Disabled: Button becomes disabled once any installment payment is made
  • Purpose: Protects consumer payments and maintains agreement integrity
  • Alternative: Contact supervisor for special circumstances requiring agreement modification after payments begin

Search, Filters & Sorting

Q: How do I search for specific consumer accounts? A: Search functionality includes:

  • Search Bar: Enter account number or consumer name
  • Real-time Results: Search results update as you type
  • Exact Match: Account numbers provide precise results
  • Partial Match: Consumer names support partial matching
  • Case Insensitive: Search works regardless of letter case

Q: What filtering and sorting options are available? A: Filtering options include:

  • Days: Filter by days past due ranges
  • Follow-up: Filter by follow-up status (Required, Reminder Sent, Final Notice, Agreement Created)
  • Risk: Filter by risk level (Low, Medium, High, Critical)
  • Due Date: Filter by payment due date ranges
  • Outstanding: Filter by outstanding amount ranges
  • Sorting: Available for all list view columns to assist in prioritization

Notes & History Tracking

Q: How do I add notes to a consumer account? A: To add notes:

  1. Navigate to the Notes tab in the consumer detail view
  2. Enter your note in the text box
  3. The system automatically captures your username and timestamp
  4. Notes are saved for team reference and audit purposes
  5. All notes are preserved for historical tracking and compliance

Q: What is tracked in the History tab? A: The History tab maintains:

  • All Outstanding Actions: Complete log of collection activities taken on the consumer
  • Communication History: Record of reminders, notices, and statements sent
  • Agreement Activities: Payment agreement creation and modifications
  • Payment Records: Documentation of payments received and processed
  • Status Changes: Timeline of follow-up status and risk level changes
  • User Attribution: Who performed each action with timestamps

Reporting & Data Export

Q: How do I export outstanding consumer data? A: Data export process:

  1. Apply any desired filters to narrow down the data
  2. Use the sort functionality to organize data as needed
  3. Click the "Export Data" option
  4. System downloads all data in the format of the list view columns
  5. Export includes all visible fields: account information, billed amounts, due dates, outstanding amounts, payment history, and risk assessments

Q: How is the collection rate calculated on the dashboard? A: Collection rate calculation:

  • Formula: (Total Amount Collected in current month / Total Amount Billed in current month) × 100
  • Purpose: Measures collection efficiency for the current period
  • Benchmark: Higher percentages indicate better collection performance
  • Trending: Compare month-over-month to identify performance patterns
  • Strategic Use: Helps assess effectiveness of collection strategies and policies

Troubleshooting & Best Practices

Q: Why can't I see some consumers in my outstanding list? A: Common reasons for missing consumers:

  • Zero Balance: Consumers with no outstanding amounts don't appear in the list
  • Current Bills: Only past due amounts appear as outstanding (current month bills excluded until due date passes)
  • Filters Applied: Check if filters are limiting the view
  • Permission Restrictions: Verify you have access to view specific account types or territories
  • Data Refresh: System may need time to update after recent payments

Q: What should I do if a consumer disputes their outstanding amount? A: Dispute resolution process:

  1. Document the dispute details in the Notes tab
  2. Review the payment history and billing records carefully
  3. Verify the accuracy of the outstanding balance calculation
  4. Coordinate with billing department if billing errors are suspected
  5. Put collection activities on hold during dispute investigation
  6. Update follow-up status and add resolution timeline
  7. Communicate resolution to consumer and update account status accordingly

Q: How do I prioritize my daily collection activities? A: Effective prioritization strategies:

  • Use Risk Levels: Focus on Critical and High-risk accounts first
  • Sort by Outstanding Amount: Prioritize higher dollar amounts
  • Check Days Outstanding: Address longest overdue accounts
  • Review Follow-up Status: Focus on accounts requiring action
  • Consider Payment History: Prioritize accounts with previous agreement violations
  • Use Filters: Combine multiple criteria to create targeted work lists for maximum efficiency
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