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Deductions & Exceptions Management
Deductions & Exceptions Management

The business case to automate Exception Management

No matter how automated the order-to-cash process becomes; there will always be exceptions and problems that require human intervention. These irregular or exception transactions include disputes, claims, special arrangements, credits and many others. Such exceptions are estimated to represent 15 percent to 20 percent of all business-to-business transactions. Until now, disputes about invoices have been labor-intensive, time consuming, potentially damaging to customer relationships and, ultimately, bad for business. With so many variables and so little control, the problems seemed intractable. That has changed.

Advanced platform for Exception resolution

The Capgent platform couples the people, the process and the technology in a comprehensive and coordinated system that can eliminate exceptions. It enables companies to reduce the errors that cause exceptions and increase the STP rate on invoice reductions. It addresses internal challenges and bottlenecks such as obtaining cross-functional cooperation, overcoming process inefficiency, ensuring timely access to information and succeeding with limited resources.

Manage the information challenge

Getting all the relevant information in a single view is one of the biggest challenges to the resolution of exceptions, claims and charge backs. The Capgent system presents consolidated electronic and non-electronic information from multiple internal systems, customer data, emails, faxes, and digital document images in a single container enabling quick resolution to exceptions.
 
 
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Exceptions/Claims resolution workflows

There are typically a finite number of causes for the vast majority of exceptions. And for each cause, there are procedures for resolution, some formal and some informal. The information and documentation needed for favorable resolution of common exception types can also be defined.

Image enabled workflow

Multi-function devices can be configured to capture and route image data to a repository. Images such as supporting documentation for an exception can be submitted by customers over the web using any scanner, e-mail or fax.

Case management System

A comprehensive case management system provides the means to allocate work load and work on a case with all relevant information from internal systems and operators along with relevant documents sent by client with complete tracking and history.

Work Queues

Work queues can be setup to map organization roles and responsibilities. Features such as manual over rides, escalation and re-route allows for dynamic allocation of work across organization departments.

Business Rules Engine

An easy to use rules engine allows for exception transactions to be matched against internal systems, the rules engine is used to dynamically assign, prioritize and route work. The rules engine is also used to make workflow decisions in the exception flow.

Exception resolution services

People play an invaluable role in the resolution of exceptions. A lot of time is spent in the collection, dissemination and organization of information to and from the respective parties to enable timely exception resolution. Capgent provides trained and experienced personnel who can assist and manage in the exception resolution process.

 
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