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Our telecom client, with both business and consumer accounts, had an exception rate higher than 50% in its automated cash application process. As a result, it took two people to research, resolve and manually post electronic payments containing exceptions within the one-day service-level agreement.
The client identified about 300 priority customers for initial remediation efforts to reduce the high percentage of electronic payment exceptions. These efforts involved educating and training customers on how to submit remittances using the updated process.
Our dedicated project team resolved 51% of the high-priority customer accounts in the first six weeks and trained the client’s staff on the new process. Using internal resources, the company was able to remediate the remaining accounts over another six weeks.