Self-checkout machines, robot waiters, self-driving cars. We’re slowly moving into a world that is becoming more and more automated. Many professions have had some form of mechanisation creep into the daily work life, whether that is a physical machine, or an AI powered software.
Traditionally, a credit controller would work off of a stack of ledgers, highlighting what’s overdue and chasing those clients for payment. Not much has changed in the process except the inclusion of software such as Sage, Quickbook, and Xero. These programmes are used as all inclusive accounts packages where you can get your ledgers and work off of them through the screen.
Credit control systems such as Chaser have also been integrated into many businesses. This allows you to automate your credit control process from pre-set emails to offering direct payment options for clients. You may be thinking why would I need a credit controller if a machine can do it all? Well, here’s why.
One thing that these automated systems don’t have is the human touch.
There are many things that can happen in the process between sending out the initial invoice to finally receiving payments.
Your clients could be expecting a big payment to come in, just a few days after your agreed payment terms. If an automated reminder email is sent out to them despite having known that they will pay a few days later, it could sour the relationship between business and client. Having a human there that knows about these situations, or any other queries can really keep that business relationship thriving.
Although the idea of setting up a polite but persistent string of email sounds like an easy way to get clients to pay, it won’t always guarantee payment. Ignoring late payments and hoping this automated sequence will bring in the money will cause overdue invoices to pile up. Clients will also be able to tell if it is a human behind the email or not.
Despite this, using credit control software in tandem with a human credit controller could be the way to balance out both sides. Time could be saved by the initial automated payment reminders and then the credit controller can come in and chase them to see if there are any queries behind their payments.
However, as we spiral into a world of machines, AI, and all things automated, we should always remember that it’s the humanness that enhances customer services and client relationships. We shouldn’t forget this in our bid to reach optimum efficiency.