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Our telecommunications industry client with both consumer and business customers had experienced a climbing exception rate in its automated cash application process—soaring beyond 50%. They requested our help to identify and address the root causes of the rising exception rate, with a focus on remediating the underlying problems with approximately 300 of their high-priority customers.
We supplied two consultants to research and resolve electronic payments containing auto-posting exceptions and then to manually post payments to customer accounts within their one-day service level agreement, rather than through the system’s automated posting capabilities. The consultants also worked closely with an internal staff member to improve the process by converting customers to updated processes to prevent exception recurrences.
The SolomonEdwards‘ team resolved 51% of high-priority customer accounts within the first six weeks. We trained the internal staff member dedicated to this project to continue with the workplan we designed and transition any remaining accounts. Finally, we continued to support the company by monitoring and evaluating compliance.