Improving invoice collection through intelligent dispute resolution（通过智能争议解决优化发票催收）¶

Industry Sector: Logistics & Transportation

Business Function: Accounting

Invoice dispute resolution is an issue in most corporations. A mismatch between the delivered service and customer expectations, data errors in the invoicing process and a lack of transparency around the individual line items are a few of many potential reasons for disputes. Foundry enables customer service, collections and finance departments to provide invoice dispute resolution specialists with the necessary data to quickly resolve disputes and ensure that more cash is collected as quickly as possible, ultimately improving the cash flow of the business and decreasing the volume of dispute alerts.

Challenge¶

A global logistics company receives thousands of invoice-related inquires from customers every day. To understand the terms that govern the inquiry in question, customer service representatives had to traverse more than 10 systems and manually compare contracts, timetables, and more. With no simple way to determine the validity of an inquiry, representatives often resorted to discounting invoices to preserve customer satisfaction. Even still, this manual and time-consuming process led to customer frustration and was a drag on revenue.

Solution¶

Palantir Foundry was used to devise the following solutions:

Intelligent inquiry routing: Customer service representatives have a complete view of all inquiries with integrated data from 10+ systems. Machine indexing automatically routes incoming inquiries to the correct department. Human reviewers then audit customer service actions to continuously improve the indexing model.
Inquiry context and analytics: Automated logic helps representatives identify the cause of an inquiry so they can give customers a clear explanation for the invoice. To help navigate the discussion, representatives are provided with historical context about the inquiry, such as previous emails and invoices.
Approval workflows: Customer service representatives diagnose the issue and record the outcome of the inquiry. Together, these inputs automatically initiate approval and correction workflows across the organization.

Improving Invoice Collection through Intelligent Dispute Resolution

Users and stakeholders¶

Customer Service, Collections Department, Finance

Impact¶

A global logistics company increased annual collections by over $50M.
The volume of invoice-related inquiries decreased by approximately 10%.
Expansion to additional use cases building on invoice dispute resolution.

Time to Value¶

Highly dependent on the customer's data landscape. Implementation can be anywhere between 1 to 6 months.

How it's made¶

Systems integrated in the specific implementation were: SAP, Salesforce, custom contract system, booking system, various custom CRM systems, legacy equipment system.

Workshop Application: A dispute resolution specialist quickly has access to all incoming disputes and is presented with the necessary data to triage the dispute, ask for more information or resolve it. Necessary data includes information about the service/booking, the individual invoice line items, customer information, contract rates, information customer payment terms and booking/service history that details all changes to the given booking/service.

Ontology & Writeback: The resolution can then be written back to the case management system, which in this case was Salesforce, and expected payment dates can also be adjusted for accounting purposes in Foundry, which are then written back to the ERP system (SAP).

Implement a similar use case¶

This use case implements the following Pattern. Follow the link below to read more about a particular Pattern and learn how it is implemented within Foundry.

Operational process coordination (used for 8 other use cases)

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中文翻译¶

通过智能争议解决优化发票催收¶

行业领域：物流与运输

业务职能：会计

发票争议解决是大多数企业面临的难题。交付服务与客户期望不匹配、开票流程中的数据错误以及单个明细项缺乏透明度，都是引发争议的潜在原因。Foundry 使客户服务、催收和财务部门能够为发票争议解决专员提供必要的数据，从而快速解决争议，确保尽快收回更多款项，最终改善企业的现金流并减少争议警报的数量。

挑战¶

一家全球物流公司每天都会收到数千条与发票相关的客户咨询。为了理解相关咨询所涉及的条款，客户服务代表需要遍历超过10个系统，并手动比对合同、时间表等信息。由于缺乏简单的方法来判断咨询的有效性，代表们常常通过打折发票来维护客户满意度。即便如此，这种手动且耗时的流程仍会导致客户不满，并对收入造成拖累。

解决方案¶

Palantir Foundry 被用于设计以下解决方案：

智能咨询路由： 客户服务代表可以全面查看所有咨询，并集成来自10多个系统的数据。机器索引自动将收到的咨询路由到正确的部门。随后，人工审核员对客户服务操作进行审计，以持续改进索引模型。
咨询背景与分析： 自动化逻辑帮助代表识别咨询的原因，从而能够向客户清晰解释发票内容。为协助讨论，代表可获得咨询的历史背景信息，例如之前的电子邮件和发票。
审批工作流： 客户服务代表诊断问题并记录咨询结果。这些输入信息共同自动触发整个组织的审批和更正工作流。

通过智能争议解决优化发票催收

用户与利益相关方¶

客户服务部、催收部、财务部

影响¶

一家全球物流公司的年催收额增加了超过5000万美元。
与发票相关的咨询量减少了约10%。
在发票争议解决的基础上扩展至更多用例。

实现周期¶

高度依赖客户的数据环境。实施时间可在1至6个月之间。

实现方式¶

具体实施中集成的系统包括：SAP、Salesforce、自定义合同系统、预订系统、各种自定义CRM系统、旧版设备系统。

Workshop 应用： 争议解决专员可快速访问所有传入的争议，并获得必要数据以进行分类、请求更多信息或解决争议。必要数据包括服务/预订信息、单个发票明细项、客户信息、合同费率、客户付款条款信息，以及详细记录所有变更的预订/服务历史。

本体论(Ontology) 与回写： 解决结果可回写到案例管理系统（本例中为Salesforce），同时可在 Foundry 中调整预期付款日期以用于会计目的，随后这些数据会被回写到 ERP 系统（SAP）。

实施类似用例¶

本用例实现了以下模式。点击下方链接可了解更多关于特定模式的信息，以及如何在 Foundry 中实现该模式。

运营流程协调（另用于8个其他用例）

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