Version: 1.

0
Published: August 2022
Author: Slimfast, CLS VOS
Department: Product

Collections Configuration Guide

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Answer First
The primary purpose of the Collections (CMS) Configuration Guide is to provide detailed
steps in sequential order for how to implement the CMS product. The document Navigate the
Product Config Guide OPERA explains how to navigate this Configuration Guide document.

The objective is to help Consultants use the product admin UI and move away from running
backend database queries for product configurations.

Rationale
The Collections Configuration Guide is a key play to enable Consultants to fast-track CLS
software implementation following the dotVal methodology. This Collections Configuration
Guide will ensure accurate configuration or implementations and timely go live.

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Table of Contents
Chapter 1: Creating Account 7
Chapter 1.1 Creating New Account in UAT 7
Chapter 1.2 Enabling New Product for Existing UAT Account 7

Chapter 2: Creating Users 7

Chapter 2.1 Creating UAT Users Without Single Sign-On 8
Chapter 2.2 Creating UAT Users with Single Sign-On 9

Chapter 3: Creating Reference Data 10

Chapter 3.1 Worklist-Related Reference Data 10
Chapter 3.2 Correspondence Related Reference Data 17
Chapter 3.3 Dispute Related Reference Data 19

Chapter 4: Inbound Integration Configuration 20

Chapter 4.1 Setup SFTP 20
Chapter 4.2 Load Customer-Related Data 20
Chapter 4.3 Load Account Receivables Data 22
Chapter 4.4 Load Sales Invoice Data 24
Chapter 4.5 One Time Historical Bulk Upload of Customer Attributes 25

Chapter 5: Automation Algos Configuration 26

Chapter 5.1 Prioritized Customer Worklist Automation 26
Chapter 5.2 Invoice Tracking Automation 35

Chapter 6: User Journey Configurations 36

Chapter 6.1 Configure Worklist User Journey 36
Chapter 6.2 Configure In App Calling 40
Chapter 6.3 Configure Email Workflow 48

Chapter 7: Outbound Integration Configuration 54

Chapter 7.1 Send Delinquent Customers Data to Third Party Agencies 55
Chapter 7.2 Custom Map Query Reports Configuration 56

Chapter 8: Configs Migration from UAT to Production 56

Chapter 8.1 Prerequisites for Configs Migration from UAT to Production 57
Chapter 8.2 Migrating Common Configs from UAT to Production 57
Chapter 8.3 Migrating Product-Specific Configs from UAT to Production 57

Chapter 9: Reporting 56

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Chapter 10: Collection New Algo 56
Chapter 10.1 Stack Ranking of Customers 56
Chapter 10.2 Collector Allocation to customer 60

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 Glossary
Term Description

Account
Amount that is to be given to a business for goods or services provided that it expects to receive or a
Receivable collection of a company's outstanding invoices(invoices that have not yet been paid by the company's
s customers).

A/R Account Receivables refers to the open amount which is yet to be paid by the customers.

Attributes Terms Field and Attribute are used interchangeably

Bill to Party that receives the invoice

Check
Check number is the number present in the check document. It is in the upper right-hand corner is a
Number three or four-digit number

Correspond
Communication between different parties is made usually via email
ence

Credit note Credit note is issued by the client to clear the Deduction in the ERP
When an existing client that is using one or more HRC Cloud solutions buys a HRC Cloud solution that
Cross-sell
they previously were not subscribed to.

Customer A central database that contains all pertinent information about customers, such as names (legal entity
Master and DBA name); tax ID; billing address; delivery address; contract terms; credit limit; contact information;
order
Dedicated web portal which allows customers, sales teams, order managers, subsidiaries, resale
networks To send their paperless orders related to OTC process through a secured application. It helps
Customer
with the receipt of multi-channel orders (EDI, fax, paper). In some cases, sales invoices, order receipts,
Portal
shipping notices, and billing are also captured in these portals. Accounts/ Clients can access these
Customer portals with specific login credentials.
Customer
Reason The Reason Code for the dispute mentioned by the Customer in the Claim document
Code
Data Refers to privacy measures that are applied to authorize access to teams/users to specific data within
Security the different modules of the application

DSA Data Science Analyst

Downstrea Process or workflow that has a dependency on the previous process or workflow
m
ERP Enterprise Resource Planning
EDI
[Electronic Interchange of business information using a standardized format, a process which allows one company
Data to send information to another company electronically rather than with paper.
Interchange]

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Term Description

Functional
It is a role granted to an employee who performs specific duties in a functional area of the company.
Role

HighRadius
Highradius Cloud Solution
Tool

Header
Fields Header data would have all the common information related to all the line items.

Inbound HighRadius offers an Inbound data loading platform called ECI (Enterprise Cloud Integration) to load the
Integration data from the Client’s ERP.

Invoice Consists of the Invoice Number which is to become due or past due
Number

Item Level
Item Level Fields contain the data related to a specific item like item number, item quantity, etc.
Fields
Lifecycle Creation of an invoice to getting the receivables paid from the customer

Linking Linking in collection is a feature to link the right customers to the right emails received.
Module Each of a set of standardized parts or independent units

Owner Manager of a particular customer or the person to whom a collection analyst reports

Payer Party that makes the payment

POD Proof of Delivery document where in the Carrier provides details about the product delivery

Product
Product Gold Client is the default view of the HighRadius application
Gold Client

Rollup The amounts against the child customers are aggregated and rolled up to the parent customers if the
Configs rollup configs are enabled.
Responsible
The department responsible for processing a particular reason code
Department

SAP Systems, Applications, and Products

Security Configured to authenticate set of accessible features of the application to a user based upon their
Action Security Role type

Security
Privilege granted to users or groups based on specific conditions
Role

Ship to Party that receives the goods

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Term Description

Single Sign- Single sign-on allows the user to log in once to a system and access services without re-entering
On authentication.

Sold to Party that places the order

An invoice is receipt of acknowledgment for the goods or services provided along with their costs at an
Sales
item level. The invoice is sent to the [Link], the sales invoice is generated once the goods have
Invoice
been shipped, and it contains exact information of the goods that have been shipped.
Task An activity that needs to be accomplished within a period of time or by a deadline

UAT
An account where the client tests the cloud solution before go-live.
Account

User
Module that enables the Consultant to create and manage login credentials for all Client users
Management

Vendor Party that provides services or goods to the customer. A broker can be a vendor

Agent Automated program that replicates the manual steps done to aggregate data from the web portal

Automation Process to make processes run on their own with reduced manpower.
Algorithms
A finite sequence of rigorous instructions.
(Algos)

Chapter 1: Creating Account

Based on the Consulting dotVal playbook, the first step is the preparation phase, where we create a new
account in the User Acceptance Testing (UAT) environment. A new account is an exact copy of the Product
Gold Client.

The Product Gold Client is the default view of the HighRadius (HRC) application, containing:
● Basic settings, for example, default tabs, layouts, and actions.
● Default values for the standard attributes. For example, Open and Closed are the default values for
the Collection Status attribute.
The basic settings and default values give the Client a first-hand experience of the HighRadius tool.

If the account creation tool is not present for a particular environment, you can raise a Genie request with the
Database (DB) team to get the account created. To raise a Genie request, follow the steps in the given
document.

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Chapter 1.1 Creating New Account in UAT
Consultants will follow the [link] steps to create a new account in the UAT environment from the Product Gold
Client. Once Consultants complete these steps, they can log into the UAT account using their LDAP credentials
successfully.

Chapter 1.2 Enabling New Product for Existing UAT Account

Often, Consultants will enable a new product for an existing account in the following scenarios:
a. An account has already been implemented for one product, and a cross-sell for a different product
has occurred. For example, a Client has already purchased the HighRadius Collections product and
now wants to buy Collections.
b. Account implementation is in progress for one product, and cross-sell for a different product has
occurred.
c. An account has sold multiple products, but the implementation is only completed for one product.
The other product(s) implementation has been delayed or planned for a future date.

In this case, Consultants first need to understand the cloning tool. Then, they will follow the [link] steps to enable
a new product for an existing UAT account. Once they complete these steps, the Consultant can log into the
UAT account using their LDAP credentials and access the new product tabs.

Chapter 2: Creating Users

Once the Consultant logs into the HighRadius tool after creating the account, the first step is to register Client
users in the HighRadius tool. The objective is to help the Collection users feel comfortable with the Collections
Application (CLS) from the start.

Clients can access the HighRadius system in the following two ways:
1. Logging into the HighRadius Tool using the tool URL and their LDAP credentials (Without Single Sign-
On).
2. Logging in directly from the Client’s website without navigating to the HighRadius login page (With
Single Sign-On).

The following chapters describe the steps to access the HighRadius system in the above steps.
Chapter 2.1 Creating UAT Users Without Single Sign-On
The Consultant can create or add users from HighRadius’s User Management module. The User Management
module allows the Consultant to create and manage login credentials for all Client users. The module also
allows the system administrators to control business users' access to features and data.

The Consultant can create users in HighRadius by following the sequence of steps listed below:
1. Creating Departments

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 2. Creating Security Roles
3. Mapping Security Actions
4. Creating Functional Roles
5. Creating Email Domains
6. Creating Users

User creation is the last step since every user in HighRadius will be associated with a department, security role,
functional role, and have a valid client domain email ID.

The Consultant will follow the steps provided below to complete the registration process of the new Client users
in the HighRadius tool.

2.1.1 Creating Departments

Clearing of open Account Receivables (AR) requires users from multiple departments to collaborate and make
quick decisions efficiently. Hence, the relevant departments will be registered before creating the associated
users. In case of organizational and business changes, we can activate or deactivate departments without
deleting them from the system. For example, the AR Department.

The Consultant will follow the [link] steps to create departments in the HighRadius system.

2.1.2 Creating Security Roles

‘Security Role’ is a term coined by HighRadius which defines the level of access to product features and data in
HighRadius tools based on the Client user’s business role.

Hence, Consultants will identify the different Client security roles by checking with business users and creating
them in the HighRadius tool before registering the users.

The standard security roles for the Client Collection teams available in the UAT from the product gold client are:
1. Collection Analyst - The analyst who performs the day-to-day activities for Collections.
2. Collection Manager - The manager of a Collection Analyst or Collection Analyst group.
3. Collection Admin - The system administrator who can change the level of access for all Collection
users.

The general guidance for Consultants is to map the collections team users using the standard roles unless there
is a new role from the Client, which requires a different level of access than what is present for the standard
security roles.

If required, Consultants will tag the newly created security role as Custom Security Role.
The Consultant will follow the [link] steps to create a new security role.

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2.1.3 Mapping Security Actions
‘Security Action’ is a term coined by HighRadius which is associated with the UI actions configured for Client
users based on their business role.

The Consultant will follow the [link] steps to identify and map relevant security actions for each role.

2.1.4 Creating Functional Roles

‘Functional Role’ is a term coined by HighRadius which defines the business role of the user. Hence, Consultants
will identify different business roles for Client users and create them in the HighRadius tool before registering the
users. The Consultant will follow the [link] steps to identify and create different business roles for Client users .

2.1.5 Creating Email Domains

Client email domains, such as [Link], are created in HighRadius to enable Client users to receive daily
notifications or alerts from the HighRadius tool sent directly to their company’s email inbox.

The Consultant will follow the [link] steps to add Client email domain(s).

2.1.6 Creating Users

Once the department, security roles, security actions, functional roles, and email domains are defined, the last
step is registering Client users in the HighRadius system.

The Consultant will follow the [link] steps to register the Client users in the HighRadius system.

Chapter 2.2 Creating UAT Users with Single Sign-On

Clients can directly access the HighRadius system through their website. Accessing the HighRadius system
directly from their website has the following benefits over non-SSO login:
1. Users will not have a separate login for HighRadius.
2. The Client user access will be automatically disabled if the user’s access is revoked in the Client
system.

Consultants can install Single Sign-On only if the following criteria are fulfilled:
1. The user directory of the Client system supports the SAML 2.0 protocol.
2. The Client provides the public certificate for digital signature verification.
3. The consultant needs to get all the required data from the customer by sharing this document.
4. The Client provides a unique ID, such as an email address, that matches the Client user’s username
in HighRadius.
Important facts about Single Sign-On (SSO) are:
1. The Client user can be either an SSO or a normal user. The user cannot be both at the same time.

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 2. The Client user will be tagged as Single Sign-On (SSO) while registering in the HighRadius tool.
3. The Reset Password option will be disabled for an SSO user in the HighRadius application.

HighRadius supports two types of SSO integrations:

1. SP-initiated SSO
2. IDP-initiated SSO

The Consultant will follow the [link] steps to set up Single Sign On (SSO).

Chapter 3: Creating Reference Data

Once users are created, the next step is to add the Reference Data into the Collections UAT account.
Reference Data is a list of values populated for collection attributes to accurately generate the worklist and
enable the Client users to perform their daily activities.

The absence of the Reference Data list will cause downstream mismatches. For example, customer documents
will be assigned to incorrect document types that are not available in the HRC system, or customers will be
assigned to incorrect customer segments.

The following chapters explain the different reference Data attributes for Collections to be added to the UAT
account in sequence.

Chapter 3.1 Worklist-Related Reference Data

This chapter explains the following reference attributes of Collections:
1. Document Type
2. Customer Segments
3. Customer Status
4. Aging Buckets
5. Priorities
6. Communication Reason
7. Invoice Parameter
8. Manage Notes
9. Follow Up Reasons
10. Actions
11. Email Notification
12. Assign Currencies to security roles

3.1.1 Document Type

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There are different types of Accounting transactions such as Customer payments, vendor payments, Customer
invoices, Customer credits, disputed invoices, and so on. Document type is a field or attribute used in the ERP
on an Accounting transaction to differentiate between the different transactions. For example, in SAP, the
following document types are the most important to qualify the outlined transactions:

Document Type
Type Description
AB General document
CO CO posting
DG Customer credit memo
DZ Customer payment
DR Customer invoice
KZ Vendor payment
KG Vendor credit memo
KN Vendor net invoice and credit memo
KR Vendor invoice
SA General G/L accounts
In Collections, the Collection Analyst follows up with Customers to ensure timely payments on invoices.
Sometimes, the Customer chooses not to pay the invoice because of a dispute, or the Customer may request
the invoice is adjusted against a Customer credit. These disputes and requests require the Collection Analyst to
access different kinds of Accounts Receivable (AR) transactions such as invoices, disputes, credits, and so on.
An AR transaction is a kind of accounting transaction. Hence, the AR extract, used to load the AR transactions
in the HighRadius system, contains document type as an attribute or field. During the implementation phase,
the Consultant will configure the document types and descriptions in the HighRadius system as displayed
above for SAP ERP, so analysts can easily identify clean invoices from disputes, credits, payments, and so on.

HighRadius has a list of default document types. The Client shares the AR data of any document type such as
Invoice, Credit memo, or Debit memo. The Consultant will define the mapping between the Client document
type and HRC default document types to load the collection worklist appropriately and tag all Open items for
each Customer to the appropriate document type. Without mapping, there will be downstream impacts, such
as incorrect data sent to Customers in the correspondences.

HRC has multiple default document types, but the most common types are Invoice, Credit Memo, Debit
Memo, Proof of Delivery (POD), Bill of Lading (BOL), and Contract.

The Consultant will follow the [link] steps to create the Document Type Mapping in the UAT account and make
the necessary changes.

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3.1.2 Customer Segments
A manufacturer or a supplier has multiple customers/buyers who may belong to different regions, have
different risk profiles or differ in payment behavior, utilization of credit limit, average order value, and so on. The
collection strategy of a Collection Analyst will differ from one Customer to another.

In Collections, the above groups or categories are called customer segments. Generally, a specific Customer
segment will have a specific collection strategy. Most of the time, Collection Analysts are assigned Customers
who belong to a specific segment.

For example, consider Customer A, who is high-risk yet high-value. Customer A’s average ticket size is high, but
the Customer only repays invoices after multiple follow-ups. Compare this to Customer B, who is low-value,
meaning the average ticket size is low. Customer B also only pays invoices after multiple follow-ups. Given these
two Customers, the Collection Analyst can send more stern emails to Customer B compared to Customer A.

In this stage, the Consultant will define the segment names in the HighRadius system. Later, the Consultant will
use these segment names in defining automation algos or configuring the user journeys.

Consultants will follow the [link] steps to create Customer segment s for the account implementation based on
the design.

3.1.3 Customer Status

A manufacturer/supplier/HRC Client deals with many Customers daily. These Customers may operate in
different states regarding their business processes, dealings, credit ratings, payment processes, etc.

For example, Pepsico conducts business with retailers such as Walmart, Amazon, and Target. These retailers are
Customers of Pepsico. Pepsico maintains a database of its Customers containing details such as location,
contact person, credit ratings, and so on. Consider a sample scenario where Amazon has filed bankruptcy,
and Walmart cannot pay its due. The target Customer has changed contact person, and Pepsico must track
these details. For Pepsico’s AR team, it is impossible to communicate or remember all Customer statuses.

Clients need to define, maintain, and regularly update Customer status and changes in a database. Collection
Analysts reach out to Customers daily, via calls or emails, based on priority. The Collection Analyst takes notes
on the communications, then decides on the next course of action.

The Client must define the various Customer statuses, such as Update Customer Contact, Potential Fraud, Do
not Chase, Legal team Required, Bankruptcy, and so on, which are assigned to their Customers. The Collection
Analyst then maintains and updates the status of Customer based on these definitions.

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To maintain the uniformity of the Client’s defined Customer statuses, the Design Technical Consultant (DTC)
receives the final list during Design, and the Consultant configures the status list during implementation.

Consultants will follow the [link] steps to create Customer status for the account implementation based on the
design.

3.1.4 Aging Buckets

In the B2C (Business to Customer) sector, the Customer purchases items and pays invoices immediately. In the
B2B (Business to Business) sector, the Customer does not pay for orders immediately. The manufacturer/seller
sends invoices to its Customers with specific due dates. The invoice due date is when a seller expects to receive
the payment from a buyer.

At any point in time, there can be multiple open invoices - those that are yet to be paid. One way to track
open invoices is to group them into different aging buckets based on the invoice’s due date. The current aging
of an open invoice based on its due date is the difference in number of days between the current date and
the due date of the invoice.

Given that open invoices are the seller’s money in the market that is yet to be received, Collection Analysts
categorize each customer’s total open amount - the sum of all open invoice amounts - into different aging
buckets. In doing so, Collection Analysts can better understand how Customers are positioned in terms of their
upcoming payment. They also use aging buckets of paid invoices to understand the past payment behavior of
their Customers. Analysts use these buckets to decide priorities, strategies, and actions for faster collection.
Chapter 5.1 explains Customer prioritization.

In HighRadius, clients want to track aggregate open, closed, and past due amounts within the different due
date range to understand the number of customers who pay their open amount on time. They also want to
understand the number of customers who exceed the due date to track their payment behavior and decide
on priorities, actions, and strategies as explained in Chapter 5.1. There are two types of buckets that can be
configured for clients:

1. Past Due Bucket: Number of days since the customer has exceeded the due date of the invoice(s).
Clients can configure any bucket range but the most commonly observed past due buckets are 1-
30 days, 31-60 days, 61-90 days, 91-120 days, and so on. A maximum of 12 past due buckets can be
configured for an account.
2. Due Within Bucket: Invoices approaching their due dates. Since the bucket has not exceeded the
due date, it will be configured as a negative value. For example,
a. 0 to -10 days: The sum of invoices, whose payment due date is within 10 days
b. -11 to -20 days: The sum of invoices, whose payment due date is between 11 to 20 days
c. -21 to -30 days: The sum of invoices, whose payment due date is between 21 to 30 days

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During design, the DTC finalizes the buckets that the client wants to configure in the HRC system.
Consultants will follow the [link] steps to create aging buckets for the account implementation based on the
design.

3.1.5 Priorities
As customers need not pay immediately in B2B, manufacturers or sellers have Collection Analysts to follow up
on customers for the cash collection. Collection Analysts are assigned with a portfolio of customers for the
same. These customers have many invoices open at any given time. Collection Analysts can take action on
customers according to the priority level to speed up the collection process. Collection Analysts analyze
different parameters such as the past due amount, dispute amount, broken “promise-to-pay”, and so on to
decide on the type of action. For example, you have lent money to 10 friends. Five of them paid back within
five days. Two of them paid partially and three of them have not paid even after two months. You will prioritize
and follow up with the three friends for the payment compared to the other two. A similar situation can be
handled for thousands of customers for a B2B client.

In the HighRadius system, the DTC creates a list of priorities mapped to an importance score and corresponding
actions. The importance score of a customer reflects the relative importance of that customer among all
customers of the client. Based on business needs, actions are mapped against the importance score. Refer to
chapter 5.2.1 for more details. Higher importance score refers to higher criticality for collection. Examples of
actions can be first call, second call, and so on.

Consultants will refer to the design sheet to configure the unique set of priorities. In the system, they will create
priorities that do not exist the same. Consultants will follow the [link] steps to create priorities.

Chapter 5 explains in detail how to map these priorities to importance scores and actions.

3.1.6 Communication Reason

Collection Analysts deal with many customers. They spend a lot of energy in conversation with customers. To
optimize the collection process, clients reach out to customers over calls to remind them about their upcoming
due dates or about invoices that have exceeded their due dates. Before the call, they must review the
customer details, the payment history, and the last time they reached out to the customer over call and its
reason. Without a software system such as HRC in place, the Collection Analyst makes notes in a notebook to
save the details such as contact person, reason for communication, and so on. This information is extremely
relevant to avoid redundancy during the conversation, which can ruin the relationship. The Collection Analyst
can also take actions based on the conversation such as creating a promise-to-pay, sending invoices, if
requested, and so on. While communicating with the customer again, Collection Analysts refer to the previous
conversations to make the upcoming ones more productive.

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The HighRadius system solves this problem by providing the functionality of saving communication records with
details such as contact date, contact email, phone number, contact person, reason for communication, and
son to the Collection Analyst.

Since conversations between the Collection Analyst and the customer take place over a defined set of topics,
to maintain uniformity, a set of communication reason codes is agreed upon during design sessions in multiple
languages. The multi-language support for the communication reason codes enables users to customize the
call screen and view the communication reasons in their preferred language.

There is no standard setup of communication reasons and clients must define a custom set of reasons such as
Inbound Call, Customer Service, New product or service notification, revised prices notification, and so on.

Consultants will follow the [link] steps to create communication reasons for the account implementation based
on the design.

3.1.7 Invoice Parameter

The Collection Analyst has multiple customers for cash collection. Each customer has hundreds of invoices
open at any point of time. An invoice goes through multiple stages or states across different parameters such
as Dispute status, Payment status, and so on from its creation to closure.
To manage the collection process effectively, the collection team decides a set of attributes of invoices they
must update. These attributes are selected based on business requirements of the organization. These
attributes are also used by the system in functionalities such as suggesting actions, prioritizing customers, and so
on. For example, a customer can have an overdue amount across multiple invoices and pending credit to be
issued across multiple disputed invoices. It is important for the client to track the status for each invoice to make
customer communications precise and effective. Even when a system such as HRC generates the worklist, it
takes input from these attributes to make a relevant worklist.
Similarly, a customer has a total overdue amount as $1,00,000 across 5 invoices of $20,000 each, and has paid
$15000 for the oldest invoice and mentioned to pay the remaining later but not committed a date. In such a
scenario, the customer must assign a status of Partially Paid against this invoice as a reminder of the partial
payment.

The HighRadius system provides the functionality of custom invoice parameters such as Dispute status,
Payment Status, Pending Credit, that are finalized during the design phase. The values of these parameters are
editable. This feature is also available in multi-language, that is, Collection Analysts define the same parameter
name in multiple languages as they can be from different geographical regions.

Consultants will follow the [link] steps to create Invoice Parameters for the account implementation based on
the design.

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3.1.8 Note Type
Collection Analysts connect to multiple customers regularly. They take different actions on them to fast track
the collection. Collection Analysts maintain notes to keep a track on the daily updates and refer to the notes
while contacting customers in future or taking actions in future. For example, students make class notes to refer
to during exams. While creating them, they group the notes based on the subject and chapters. Similarly, it is
helpful for Collection Analysts if they have a structure in form types and templates for saving notes created
during different actions or communications. Note types and templates standardize the note taking process for
easy collaboration within the team. Notes become more readable, reduce error, and the Collection Analyst’s
time in referring to past conversation or action related information.

The HighRadius system provides the functionality of taking notes in the template form. During the design phase,
notes types and templates are finalized. The Consultant configures during implementation.

Following are some of the standard note types and templates:

Sl No Notes Type Template Subject Description

POD Sent correspondence requesting
1
Internal Requested POD Requested POD documents.
Please review deduction and
related attachments to
2 Internal Needs Review Needs Review
determine whether valid or
invalid.
Customer Backup Backup Sent correspondence to
3
Contact Requested Requested customer requesting backup.
Approve Resolution
4
Approval Resolution Approved This resolution is approved.
Reject Resolution This resolution has been rejected.
5
Approval Resolution Rejected Please review.

Consultants will follow the [link] steps to create Note Types for the account implementation based on the
design.
Consultants will follow the [link] steps to create Note Templates for the account implementation based on the
design.

3.1.9 Follow-Up Reasons

The Collection Analyst connects to multiple customers on a daily basis. Many times, customers request
Collection Analysts to follow up again. But, the follow up reason varies from customer to customer. For

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Collection Analysts to be precise while following up again, they maintain the reason for follow up. It allows them
to assign a task for themselves after connecting with customer(s) so that they do not forget to take the
necessary action.
For example, If a customer has requested to reach out after five days as their manager, who is authorized to
make the payment, is Out Of Office (OOO), the analysts need to create a reminder for themselves so that they
can reach out to the customer again after five days.

The HighRadius system provides this functionality to formalize the process of saving follow up reasons. During the
design, follow up reasons are finalized and configured by Consultants during implementation. It helps collection
analysts to save a follow up action with a reason.
There are no standard set of follow-up reasons but the following are commonly used as follows:
1. Customer Requested future follow-up
2. Escalation
3. Payment terms Issue
4. Follow up from Internal team(s): If the client has subscribed to multiple products, they can reach out
to other analysts such as Deduction, Cash Application, EIPP, and so on to receive payment updates.
a. Waiting on Sales team
b. Waiting on Disputes team
c. Waiting on Cash App team

Consultants will follow the [link] steps to create Follow-up Reasons for the account implementation based on
the design. Task Type = Follow-up reason.

3.1.10 Actions
In Collections, an action is a step taken by the Collection Analyst or the system to move invoices closer to the
payment. These actions such as sending reminders to customers, calling customers for payment, escalation,
sending legal notice, and so on are taken to fast track the collection process.

In the HighRadius system, actions are suggested at the customer level based on the customer segment,
strategy, and rules. Refer to chapter 5 for more details on the customer segment, strategy, and rules. The
purpose of these actions are the same, that is, to move invoices closer to payment. Rules can be based on the
invoices such as total overdue amount, overdue amount at an invoice level, days since the invoice has been
overdue amount, broken payment commitment at invoice level, and so on.

Following are the two types of Actions:

1. Auto: These actions are performed by the system automatically, which remove trivial activities from
the Collection Analyst's plate. Examples of such actions are sending account statements mentioning
the upcoming due date, reminding customers about the upcoming due dates, or following up with
customers about invoices which have recently exceeded due dates, and so on.

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 2. Manual: The actions such as sending personalized email to customers, calling customers, and so on
are performed by Collection Analysts. The system can suggest but will not perform these actions. In
case of stern actions such as blocked order notification or notice to intimate the legal team
involvement, the client prefers to review the correspondence such that the content is case sensitive
and takes the customer history and relationship with the customer into consideration.

The client can customize the names of the actions but the standard set of actions are as follows:
1. Statement of Account
2. Proactive Reminder
3. Past Due Reminders
4. Broken Commitment
5. Account Blocked notice
6. Intimation to involve Legal team
7. Internal Escalation
8. Call

During the design phase, the DTC creates a set of actions in agreement with the client. Consultants will create
these actions, if not present in the system by default, to be reflected in the UI.
Consultants will follow the [link] steps to create Actions for the account implementation based on the design.
3.1.11 Email Notifications
The collection team of any organization is a multi-member team with a hierarchical organizational structure
with Collection Analysts reporting to AR managers. Collection Analysts can take some actions on their own,
while they need approval from higher authorities, such as their manager for others. Collection Analysts or AR
managers can assign some actions to other team members. To make this organizational structure work
efficiently and effectively, email acts as a formal communication channel within the team. In the collection's
scheme of things, Collection Analysts send internal notifications using email in situations such as assigning tasks
to another team member, getting approval from the manager, and so on. These are recurring scenarios in the
organization and to maintain uniformity in communication irrespective of the scenarios, email notifications
template is used.

The HighRadius system provides the functionality to configure a standard set of email notification templates
based on the client’s requirement. During the design phase, the DTC and client agree on the email notification
type and email notification template. During implementation, consultants configure it. Each email notification
template is mapped to an email notification type. The email notification type signifies business scenarios in
which template based email notifications are used. Each email notification type consists of one or more email
notification templates. Following are some of the standard email notifications type scenarios in collection:

1. Change in owner processor assignment

2. Dispute Assignment

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 3. Customer Escalation
4. Invoice Escalation
5. Assign tasks to another team member

Consultants will follow the [link] steps to create Email Notifications for the account implementation based on
the design.

3.1.12 Assign Currency to Security Roles

Collection analysts will view the total aggregate overdue or past due amount and total overdue or past due
amount in each aging bucket to receive better insights about the AR metrics such as cash conversion cycle,
Days Sales Outstanding (DSO), Days Payable Outstanding (DPO), and so on.
Analysts prefer if the total aggregate amount is in a currency that they understand. For example, if the analyst is
based out of India, the aggregate amount in INR will be more convenient for him to understand compared to
other currencies.
There are three standard currency types available in the product:
1. Global currency
2. Local Currency
3. Document Currency

Consultants will follow the [link] steps to assign currencies to the security roles for the account implementation
based on the design

Chapter 3.2 Correspondence Related Reference Data

Collection Analysts spend a lot of time in correspondence as part of the collection process. These
correspondences are of different types based on their purpose. Similarly, different correspondences are sent to
different people based on their roles and responsibilities in the organization. A Collection Analyst will validate
these details before sending the correspondence to a customer. The HighRadius system streamlines this process
by setting up the following data in the system:

1. Correspondence Type
2. Recipient Role
3. Customer Internal Contact

3.2.1 Correspondence Type

Collection analysts send correspondence to customers for different purposes such as reminding them of their
past due invoices, broken promise-to-pays, and so on. To formalize and unify the process, the HighRadius
system offers the functionality to define correspondence types in the application and assign a correspondence
type to each action. This allows the Collection Analyst to seamlessly send correspondences to customers based
on the type of action.

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The client can customize the names and the content of the correspondence type. However, the most
commonly used correspondence types in the Collections product are:
1. Statement of Account
2. Proactive Reminder
3. Past Due Reminders
4. Broken Commitment
5. Account Blocked notice
6. Intimation to involve Legal team

Consultants will follow the [link] steps to create Correspondence type for the account implementation based
on the design done with the client by DTC.

3.2.2 Recipient Role

While sending correspondences, the collection analyst will add the recipient to whom it will be sent. The
application improves the analyst’s experience by automatically adding the correspondence recipients such as
To, Cc, and Bcc, based on the backend configurations.
Clients will define the list of recipient roles during the design phase. Consultants will add these recipient roles in
the system, assign them to customer contacts, and add them for each correspondence type to send the
correspondences to customer contacts associated with the specific recipient roles.

For example, the first past due will be sent to the primary Point Of Contact (POC) at the customer’s end. In this
case, the primary POC is assigned to the “Primary” recipient role. Hence, the system automatically identifies the
email ID of the “Primary” recipient role from the customer contact details and sends the correspondence
successfully.

The client can customize the recipient role but the most commonly used roles are:
a. Primary
b. Secondary
c. Key Account Manager
d. Internal Sales
e. Internal Customer Service
f. AR Finance business partner

The Consultant will follow the [link] steps to create a Recipient Role for the account implementation based on
the design.

3.2.3 Customer Internal Contact

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Collection analysts would need a list of internal contacts who they need to loop in while sending
correspondences to customers, or escalate to team member(s) in case the customer has not repaid after
multiple follow ups. Most common types of internal contacts are: Sales team, Account manager, customer
service, Finance business partner, and VP in the CFO back office team.
The client shares the list of customer contacts via extracts but in case they need to add new internal contacts
or edit the details of existing contacts, they can make changes from the application.

Consultant needs to do a one-time setup if the client doesn’t share the list of internal contacts via extracts.

Consultants will follow the [link] steps to create Internal Contact for the account implementation based on the
design.

Chapter 3.3 Dispute Related Reference Data

We can take the example of Adidas and Walmart to understand the dispute. Adidas is a shoe manufacturer
and Walmart is a retailer that sells Adidas shoes. In the Account Receivables context, Walmart is a customer of
Adidas. In one of the scenarios, Adidas raises an invoice of $1million but Walmart pays only $900k and refuses to
pay the rest. Upon the Collection Analyst’s enquiry on partial payment, it is revealed that some of the items
mentioned in the invoice were not delivered. Hence, the Collection Analyst will create a dispute against this
invoice with a reason code. The reason code of a dispute is the reason for creating the dispute.
Dispute management is an integral part of the collection process. On an average, 10%-15% of the invoices are
disputed based on different industry data. Once an invoice is disputed, the Collection Analyst does not follow
up with the customer until the dispute validation process is completed. The Collection Analyst follows up only if
a dispute is found to be correct during the validation process.

The HighRadius Collections cloud offers Collection Analysts the functionality to create and manage disputes.
Collection Analysts can create a dispute on an invoice, update dispute parameters such as dispute reason
code (shortage, damage, pricing issues etc), dispute status (open, closed, withdrawn, rejected etc), dispute
resolution type, disputed amount, invalidated amount, and so on. To support this functionality, consultants
configure a set of values for dispute reason code, dispute reason category, dispute status, and dispute
resolution type.

3.3.1 Dispute Reason Code and Category

The reason code of dispute describes the reason for its creation such as shortage ( items delivered were less
than the items listed in invoice), damage(items were damaged on delivery), tax related issues, pricing
difference, and so on. During the design phase, the client and DTC finalize on the list of reason codes to be
configured in the system based on the business requirements of the client.
Similar reason codes are grouped under one category, that is, dispute reason category. Each reason code
belongs to only one category.

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The consultant will follow the [link] steps to configure Dispute Reason Code and Category for a list of reason
codes and categories for a client during implementation.

3.3.2 Dispute Status

The dispute status indicates the phase of the dispute research. There is a standard set of dispute status as
mentioned below:
1. New - The dispute is created and research is under process.
2. Withdrawn - The customer withdrew the dispute during research.
3. Approved - The dispute is found to be valid, that is, the customer claims are correct.
4. Rejected - The dispute is found to be invalid, that is, the customer claims are incorrect.

The four values mentioned above are copied from the gold account during implementation.

3.3.3. Dispute Resolution Type

After researching a dispute, it can be either declared as valid, invalid, or partially valid. After this, customers are
requested to pay the invalidated dispute amount. The valid amount is settled through the dispute resolution
process. Dispute resolution can be performed in different ways such as issuing credit memos, offset, and write
off. These ways of resolving disputes are known as dispute resolution types.
During the design phase, the client specifies a set of resolution types for their customers. These resolution types
are configured during the implementation.
The consultant will refer to the [link] steps to set up Dispute Resolution Type for the resolution types in the system.

Chapter 4: Inbound Integration Configuration

Once the Reference Data is created following the chapters above, the Consultant will upload the Client
business data into the HighRadius system.
HighRadius offers an Inbound data loading platform called ECI (Enterprise Cloud Integration) to load data from
the client’s ERP. ECI is a UI-driven application framework developed as an in-house tool at HighRadius for the
Functional Consultants to download and process files received from clients across products.

The client business data is displayed in the form of daily files, which can be of the following two types :
1. Full Load: The entire data is sent from the client’s ERP to HighRadius.
2. Delta Load: Only the delta records from the last day are sent from the client’s ERP to HighRadius.

The following data loading jobs must be set up to populate the CLS worklist in the sequence mentioned below :
1. Setup SFTP
2. Load Customer Data
3. Load Account Receivables Data & move AR data from common to collection specific tables
4. Load Invoice Data

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Chapter 4.1 Setup SFTP
The SFTP setup, enabled in the test system, is the first step to securely transfer or receive data from the external
client systems.

The consultant will set up the SFTP in any one of the following three ways :

1. Client connecting to HighRadius SFTP server - HighRadius shares the username and hostname with
clients for them to connect to the HighRadius SFTP.
2. HighRadius connecting to the Client SFTP server - The Client shares the username and hostname with
HighRadius for HighRadius to connect to the client’s SFTP.
3. SFTP user for simulation - Create a SFTP account for a fixed duration of time, such as 30 days, to
perform simulation related activities.

Note - Highradius recommends clients to connect to the HighRadius SFTP server using the key based
authentication as it is more secure.

The Consultant will follow the [link] steps to set up SFTP.

Chapter 4.2 Load Customer-Related Data

Once the SFTP is set up, the Consultant will load the client customer data. Four different files are loaded in the
following sequence to complete the customer master data loading for Collections:
1. Customer Master
2. Customer Contact Details
3. Customer Hierarchy Details

The following chapters explain each of the above customer data loading jobs in detail.

4.2.1 Load Customer Data File

The Customer Data file consists of customer information such as, Customer Name, Customer Number, Customer
Address in the ERP, and Company Code or the business unit.

In a standard Systems Applications and Products (SAP) based ERP, the customer data record is uniquely
identified with a combination of the Customer Number and Company Code.

Here is the list of fields in a reference ECI interface document.

The Consultant will follow the [link] steps to set up the file received from the Client.

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After completing the above process, the consultant will validate from the UI in the Master Data. In case of an
error, they can reload the data. If the issue persists, they can raise a ticket to the technical consultant.

4.2.2 Load Customer Contact Details File

The Customer Contact Details file contains personal information of each customer’s Point of Contact (POCs)
registered in the ERP system such as the Email ID, First Name, Last Name, and Phone Number.

In a standard SAP-based ERP, the customer contact data record is uniquely identified with a combination of
the Customer Number and Company Code.

Here is the list of common columns that the client shares in the customer contact details extract.

The Consultant will follow the [link] steps to set up the file received from the Client.

After completing the above process, the consultant will validate from the UI by navigating to the Collection >
Contact tab. In case of an error, they can reload the data. If the issue persists, they can raise a ticket to the
technical consultant.

4.2.3 Load Customer Hierarchy Details File

The Customer Hierarchy Details file consists of related information of different partner customers for a given
Client in the ERP.
Based on their position in the parent-child hierarchy and relationship with the child customer, parent customers
can be of the following three types:

● Root parent: This is the parent at the top of the hierarchy. Values will be rolled up to this
parent if it is configured as the roll-up parent for a customer or a group of customers.
● Rolled-up parent: This is the parent on which we want to roll up the values or amount. The
rolled-up parent may or may not be the same as the root parent, depending on their
position in their hierarchy.
● Immediate parent: This is the parent right above the child customer in the hierarchy
when presented in the chronological order, that is, the chronological order parent.

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In this hierarchy,
a. Customer A is the root parent for customers B, C, and D. Customer A is the immediate parent of
Customer B and Customer B is the immediate parent for customers C and D.
b. The roll-up parents will be determined according to the configured roll-up. If roll-up is enabled for
the child customers C and D and Customer B is configured as their roll-up parent, they will be rolled
up to B.
c. On the other hand, if C and D are rolled up to A instead of B, Customer A will be their rolled-up
parent. Hence, a child customer is not necessarily rolled up to the immediate parent. They can also
be rolled up to the root parent only.
d. If roll-up is not enabled for any of the customers, there will be no rolled-up parent in this hierarchy.

In the customer hierarchy, the client will share the customer number, customer name, and the alt payer, that is,
the alternate payer to whom the invoices will be rolled up for that specific customer.

Account Alternate
AccountName Number Payer
DUNHILL CROSSING 221N 1 NLB
HEMINGWAY HOUSE 221R 1RGV
WOODS OF OAKBROOK 221T 1WNT
VININGS, THE 221U 1WNT
BAVERIA APTS 221W 1RGV
LEBANON TOWNHOMES 221Z 1NLB
RIVERPARK APTS 2222 1NLB

The Consultant will set up programs for the following in the sequence mentioned below:
a. Load the customer hierarchy extract shared by the client.
b. Categorize them into root and roll-up customers in the HRC system based on the alternate payer
column in the extract.

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 c. The customer hierarchy extract will be loaded as the Customer Extract with a mapping between the
“Customer Number” and its corresponding “Alternate Payer”. Refer to Chapter 4.2.1 for the steps to
load Customer Extract.

Chapter 4.3 Load Account Receivables Data

After loading the customer data in HighRadius, Consultants will load the Account Receivables (AR) data in it
and move the required information such as open and closed invoices to the Collections tables. Account
Receivables is the open amount yet to be received by the Highradius Client for invoices where the goods are
already delivered to the HighRadius client’s customer.

Typically, Highradius receives account receivables data from the client daily in the following two ways:

1. The client ERP sends two different files to HighRadius in a specific sequence, that is, the Delta Closed
AR File followed by the Delta Open AR file. The Highradius application also loads them in the same
sequence to ensure that the Highradius system is in sync with the client ERP system.
a. Delta Closed AR File contains delta AR records closed since the last day in ERP.
b. Delta Open AR File contains delta AR records newly created or updated since the last day in
ERP.

2. The client ERP sends open AR records in bulk consisting of AR tables in a file from the client
accounting system daily. It happens very rarely.
a. In this case, Highradius creates a delta file daily by comparing the current day file with the last
day file. This file consists of three different type of records:
i. New AR records created since the last day
ii. AR records updated since the last day
iii. AR records closed since the last day
b. Highradius generates the delta file to reduce performance issues, if any, that can result from
daily upload of bulk data.

4.3.1 Load Open AR File

The Open AR file consists of the newly created or updated records in HighRadius after the last data upload. It
creates new AR records in HighRadius or makes changes to the existing open AR records.

The following fields uniquely identify an AR record in the client’s ERP system:
1. Company Code
2. Fiscal Year
3. Document Number

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 4. No Line Item Account
5. Bill Date

Here is the list of standard fields expected from the SAP in the Open AR file to be integrated with HighRadius.

The Consultant will follow the [link] steps to set up an open AR data loading job and schedule it to load the
data.

Config unit testing strategy:

To perform the config unit testing at HighRadius for AR data loading, the following are the three recommended
ways:
1. Ideally, the client team will generate the open AR data file through an automated program and
send the file to HighRadius in the agreed format. To perform the config unit testing, Consultants will
set up the AR data loading job and schedule the loading program to load the data. Once the data
is loaded, the consultant will navigate to the AR tab and validate the number of open records in the
AR worklist against the number of records in the AR file.
2. In case the automated program from the client is not ready to generate the AR file by the time the
project moves to the realization (link to realization phase in consulting playbook) phase, consultants
will ask for raw AR data from the ERP and internally work to transform the file into the agreed format.
This raw file will be used to set up the AR data loading job and schedule the loading program to
load the data. Once the data is loaded, the consultant will navigate to the AR tab and validate the
number of records in the AR worklist against the number of records in the AR file.
3. In the worst-case scenario, if the raw data file is not available, the consultant will perform the config
unit testing by creating a dummy file with file headers as defined in the design sheet and with
dummy data records. This dummy file will be used to set up the AR data loading job and schedule
the loading program to load the data. Once the data is loaded, the consultant will navigate to the
AR tab and validate the number of records in the AR worklist against the number of records in the
AR file.

4.3.2 Load Closed AR File

The Closed AR file consists of the closed records in HighRadius after the last data load. It closes the existing AR
records in HighRadius.

The following fields uniquely identify an AR record in the Client’s ERP, that is, SAP:
1. Company Code
2. Fiscal Year
3. Document Number
4. No Line Item Account

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 5. Bill Date
Here is the list of standard fields expected from SAP in the Closed AR file to be integrated with HighRadius.

The Consultant will follow the [link] steps to set up a closed AR data loading job.

4.3.3 Load Payments History File

The payment history extract consists of payment details applied against invoices. For example, if a payment of
100 USD was made on 6th August, 2022 against the invoice 12345, the same will flow in as a part of the
payment history feed.
Any unapplied payments will not flow in as a part of the payment history feed. They will ideally flow in as a part
of the Open AR Extract as the payments are open and yet to be applied against invoices.

The Consultant will follow the [link] steps to load payments history file.

4.3.4 Summary/Balancing Extract

The summary extract, or the balancing extract is a detailed list of all open invoices per document type per
customer. It is associated with the total open amount per invoice type per customer. This extract ensures that
the client's ERP and the HighRadius Database (DB) are in sync. For example, if a record, as a part of this extract,
displays that Customer Number 123 has 10 open items of Invoice Type ‘I’ where the Total Open Amount is 500
USD, the same must be recorded in the HighRadius DB.

The Consultant will follow the [link] steps to load the summary/balancing extract file.

Chapter 4.4 Load Sales Invoice Data

Once the AR data is loaded, it is necessary to load the invoice data and corresponding PDF copies in the
HighRadius system as a backup document for Collection Analysts to research and validate.

Clients share the PDF copies of these invoices to be attached to their corresponding invoices.

4.4.1 Load Sales Invoice Header Details

The Sales Invoice Header file consists of invoices billed by the client to their customers. It includes information
such as the Invoice Number, Invoice Amount, Customer Details, and shipment information.

The Invoice Number uniquely identifies each record in the Sales Invoice Header file obtained from the ERP such
as SAP.
Here is the list of recommended fields to be used while setting up the Sales Invoice Header file.

The Consultant will follow the [link] steps to set up the Sales Invoice Header File.

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4.4.2 Load Sales Invoice PDF Copies
The Sales Invoice PDF copies are physical invoice copies loaded against the invoice in HighRadius using the
Invoice Number. Invoice PDFs can be sent in a zipped folder from the Client ERP and consist of header and
item information.

File names, such as ‘12345_001.pdf’ where 12345 is the InvoiceNumber and 001 is the CompanyCode, are used
to identify the PDF copy and link it to its corresponding invoice while loading.

The Consultant will follow the [link] steps to load Sales Invoice PDF copies.

Chapter 4.5 One Time Historical Bulk Upload of Customer Attributes

4.5.1 Bulk Upload P2P

We can consider a scenario where a client is migrating the OTC system to HighRadius and must update all
payment commitments created across customers into Collections. The bulk upload of P2P feature allows
Collection Analysts to update the payment commitment for all customers at once instead of manually
updating payment commitment against each customer on the worklist.

Consultant will enable the Bulk Upload tab for the security roles as mentioned in chapter 2.1.2 and do the
following [link] steps to enable clients to bulk upload the P2P status.

4.5.2 Bulk Upload Disputes

AR teams often receive dispute information as batch files from buyers. These files consist of information on
several disputes in a single document. To create disputes in bulk, Collection Analysts can upload .csv files
consisting of the dispute data from Collections > Bulk Upload > Disputes. Once the file is successfully uploaded,
the disputes are created in bulk from the backend and reflected on the customer invoices similar to those
created from the UI.

The Collection Analyst will follow the [link] steps to enable Collection Analyst to Bulk upload Disputes.

4.5.3 Bulk Upload Notes

Collections cloud allows Collection Analysts to upload notes against customers in bulk. For example, if clients
are migrating from their old system to Highradius, they can use the bulk upload feature to update the notes
against all customers at once instead of manually updating the notes against each customer on the worklist.

The Consultant will enable the Bulk Upload tab for the security roles as mentioned in chapter 2.1.2 and do the
following [link] steps to enable clients to bulk upload notes.

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4.5.4 Bulk Upload Invoice Parameter
Collections cloud also allows Collection Analysts to upload Invoice Parameters such as Payment status, Dispute
status, and so on in bulk. Refer to chapter 3.1.7 to for more details on Invoice Parameters.

Consultant will enable the Bulk Upload tab for the security roles as discussed in chapter 2.1.2 and do the
following [link] steps to enable clients to bulk upload invoice parameters.

Chapter 5: Automation Algos Configuration

The Collection Analyst’s primary job is to collect cash on open invoices as quickly as possible. To achieve this
objective, Collection Analysts must reach out to customers and collect payments. However, they spend a lot of
time on activities not related to contacting customers such as preparing a contact list of customers every day,
planning strategies to apply to different types of customers, planning actions to take on customers, and so on.
They also spend time logging into customer portals to check the invoice statuses. All these activities make them
inefficient and reduce the overall efficiency and effectiveness of the Chief Financial Officer (CFO) team.

The HighRadius Collections Cloud provides the following automation features that solve these problems for its
clients and frees up the Collection Analyst’s bandwidth to contact customers:
1. Prioritized Customer Worklist Automation- This feature generates a prioritized list of customers based
on the cumulative score of all the conditions they satisfy. A higher score refers to higher priority in
terms of contacting the customer. It saves the Collection Analyst’s time of manually creating
worklists.
2. Invoice Tracking Automation (ITA) for real time status of invoices - This feature tracks the status of
invoices in real time so the Collection Analyst need not login to the customer’s portals to check the
invoices statuses and payments.

Chapter 5.1 Prioritized Customer Worklist Automation

Collection Analysts shortlist customers based on their personal experience and understanding of their portfolio
through parameters such as past overdue amount, broken promise to pay commitments, and so on on a daily
basis. Resultantly, a lot of time is spent on calculations and finalizing the customers contact list. Highradius
automates this process by assigning a score to each customer based on various parameters and creating a
prioritized list of customers. This process is explained in detail as follows.

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 Prioritized Worklist
Rule 1
Customer
Customer Rule 2
Customer Strategy 1 : High Value
C1 - Importance Score - Actions
Rule 2 C2 - Importance Score - Actions
Strategy 2 : High Value Rule 3 C3 - Importance Score - Actions
Customer
C4 - Importance Score - Actions
C5 - Importance Score - Actions
Strategy 3 : Medium
Inactive Strategy C6 - Importance Score - Actions
Rule 1
.
Rule 4
Customer Strategy 4 : Medium .
Customer .
Cn - Importance Score - Actions
Rule 2
Rule 6

Customer prioritization starts with creating customer segments. A group of customers, who share common
characteristics forms a customer segment as discussed above in chapter 3.1.2. Segments can be on the basis
of payment behavior, ARR(Annual Recurring Revenue) from the customer, Credit Risk, and so on. Few
examples of Customer Segments are High Value Slow paying Customers and Low Risk Fast Paying Customers.
Each organization has its own way of dealing with different kinds of customers. So, each customer segment is
assigned to a strategy to meet the collections team’s goals. Strategy refers to a group of conditions or Strategy
Rules that varies according to the customer segment. The strategy to deal with the High Value Slow paying
customer segment is different from the Low value slow paying customer segment. Hence, Strategy Rules are
business conditions indicating the customer's status. Few examples of Strategy Rules are as follows:
● Overdue Invoices - Prioritizes the customer whose invoices are past due by more than five days and
the total of such invoices is greater than 10,000.
● Follow-up Due - Prioritizes the customer, who has a follow up or reminder created by the analyst that
is due for that day.
● Broken Payment Commitment - Prioritizes the customer, who has broken the payment commitment
or promise to pay on that day created by the analyst earlier.

These strategy rules are tagged with actions that are suggested to the Collection Analyst in the Worklist.
Suggested actions are a set of activities performed as part of the collection process. Following are few
examples of activities that are suggested to the Collection Analysts:

● Proactive Reminder
● Send First Past Due Notice
● Send Second Past Due Notice

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 ● Call

Severity of actions can vary depending on the parameters such as aging of invoices and the customer value.
Aging of invoice is the number of days the invoice has exceeded from the due date. For factoring severity,
priority indicates the urgency of completing an action. For example, the First Call has less priority than the
Second Call.

Each strategy rule has its own importance measured by the importance score, which is the numerical value
ranging from from 1 to 100. Higher the importance of the strategy rule, higher is its associated score. Based on
the rules satisfied by the customer’s invoices, the customer receives an importance score. For example, if
invoices of the customer satisfy three rules each with an importance score of 20, the customer’s importance
score will be 60. Hence, the complete worklist can be prioritized based on this single parameter, that is,
importance score.

Note - Strategies are assigned to customer segments based on references of actions and priorities. Hence,
before creating the strategies, customer segments, actions, and priorities must be created.

The following section describes each of the following steps required to generate the prioritized customer
worklist:
1. Calculate customer parameters required as input for generating worklist
2. Configure Collection Strategies
3. Create conditions or rules within the strategies
4. Setup Sequence of Actions and Timeline
5. Assign Segments, Strategies and Collection Analysts to Customers
6. Setup Program to Evaluate the strategies

5.1.1 Calculate Customer Parameters Required as Input for Generating Worklist

To generate a relevant worklist, various customer parameters such as past due amounts, that is, the sum of
amount of invoices past their due date, broken promise to pay amounts, that is, the sum of amount where the
customer breaks the promise to pay on a given date, average days delinquency, that is, the average number
of days by which invoices of a customer is delayed, and so on are considered. These parameters are
calculated and stored against each customer in the database before generating the worklist. There are 18
programs that are executed in the given sequence according to the current data flow architecture of
Highradius Collections Cloud.

1. Mapping Parent Customer

In a B2B (Business-to-business) scenario, every customer does not make the payment for their outstanding
invoices of their own. For example, if Walmart has a headquarter in the US and wants all payments of their other

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business regions to go through the headquarters unit, the Walmart US will be the parent customer for other
Walmart business regions such as Walmart LATAM.

The Highradius Collections Module can handle the parent-child hierarchy and displays the aggregated data at
the parent level. Since collections take place at a parent level, only parent customers are displayed in the
Collection Analysts Worklist. The program identifies the parent customer and populates a reference of the same
in the worklist specific tables on which other aggregated data are calculated such as dispute data, collectible
amount, and promised amount.
The consultant will refer to the following [link] steps to configure the program.

2. Calculate Aggregate Amounts for Parent Customers

For every customer present in the worklist their customer profile is displayed in terms of aggregated data such
as Open Amount Buckets, Past Due Amount Buckets, and so on. The Collection Analyst analyzes the nature of
the customer based on this data. Before creating the worklist, the consultant will set up a program to
aggregate data for parent customers.
The consultants will schedule the program to [link] calculate aggregate amounts for customers.

3. Customer Details Population

The program populates the customer related data from the common table to the collection specific table,
which is used to calculate the aggregated data displayed in the Collection Analyst’s screen.
The consultant will refer to the following [link] steps to configure the program.

Once the program is completed successfully, the customers count in the common table and the
collections specific table must be the same.

4. Identify Root and Parent Customer

If a rollup concept exists, the program helps in identifying the root and roll up parent for a child customer to roll
up the invoice amount of the child customer to the parent customer. Refer to Chapter 4.2.3 on Root and
Parent Customer.

The consultant will refer to the following [link] steps to configure the program.

5. Invoice Details Population

The program populates invoice data from a common table to the collection-specific table, which also helps in
creating aggregated data for the Worklist generation.
The consultant will refer to the following [link] steps to configure the program.

6. Update Invoice Path

The program populates the invoice file path so that the attached invoice document is visible in the open items
grid present in the worklist.
The consultant will refer to the following [link] steps to configure the program.

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7. Populate Invoice Data to Worklist-Specific Table
The program populates the invoice data to a worklist-specific table to reduce dependency on other modules.
The consultant will refer to the following [link] steps to configure the program.

8. Calculate Aggregate Amount

While configuring program 2, the aggregate amount for the parent customers is calculated. Similarly, the
aggregate amount for the rest of the customers must be calculated.
The program calculates the aggregated amounts based on past due buckets and due within buckets of
customers.
The consultant will refer to the following [link] steps to configure the program.

9. Amount Roll Up to Parent Customer

The program updates the total open amounts, past due and due within bucket amounts, bucket count, and
other amount columns for the parent customers.
The consultant will refer to the following [link] steps to configure the program.

10. Multi-Currency Amount Population

The program calculates the amount aggregated in different currencies and stores the information in the
Database (DB).
The consultant will refer to the following [link] steps to configure the program.

11. Partial Payment History

When an invoice receives the payment but is less than the open invoice amount, it is known as Partial Payment.
In such a case, the invoice still remains open. For example, if an invoice with an open amount of $100 receives
a payment of $60, it is termed as partial payment. The invoice is not closed as $40 is still due.

The program informs the user on the type of document, the part of the payment transaction displaying the
details on how the payment was applied for partial payments. The consultant will refer to the following [link]
steps to configure the program.

12. Residual Payment History

When the payment amount is less than the invoice amount but the original invoice is cleared and a new
invoice is created with the remaining amount, it is known as the Residual Payment.
The program provides the user with information on the type of document that was part of the payment
transaction displaying details on how the payment was applied for residual payments. The consultant will refer
to the following [link] steps to configure the program.

13. Calculating metrics ADP, ADL, WADL, WADP for Customers

The following list explains the metrics:

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 ● ADP (Average Days to Pay) - It is calculated by taking the average difference between the invoice
clearing date and the invoice creation date of a customer.
● ADL (Average Days Late) - It is calculated by taking the average difference between the invoice
clearing date and the invoice due date of a customer.
● WADP (Weighted Average Days to Pay) - It is calculated by taking the weighted average of the
difference between the invoice clearing date and the invoice creation date of a customer
weighted by invoice amount.
● WADL (Weighted Average Days Late) - It is calculated by taking the weighted average of the
difference between the invoice clearing date and the invoice due date of a customer weighted by
invoice amount.

Understanding the customer's overall payment pattern and calculating the upcoming behavior, metrics such
as weighted average days late, weighted average days to pay, and so on are crucial. These metrics are
important to generate a worklist. The consultant will refer to the following [link] steps to configure the program.

14. Calculating metrics Last Paid Date, Last Paid Amount, Last Invoice Date, Total Debit Balance, and Fiscal
Calendar Aggregates
The program populates the following metrics:
● Last Paid Date - Date on which the last payment is received from the customer.
● Last Paid Amount - Amount which is paid in the last payment received from the customer.
● Last Invoice Date - Date on which the last invoice is generated.
● Total Debit Balance - Total amount owed by the customer.
● Fiscal Calendar Aggregates - Aggregated data for a fiscal calendar timeline.

A fiscal calendar's major advantage over a regular calendar is that the end date of the period is always the
same day of the week, which is useful for shifting or planning as every period is of the same length. It is used for
accounting and tax purposes. The consultant will refer to the following [link] steps to configure the program.
15. Dispute Data Population
As mentioned in Chapter 3.3, if the customer denies paying a particular invoice or short pays it, the invoice is
marked as disputed invoice. The program calculates all the dispute related fields in Collections such as
Disputed Amount, Resolved Disputed Amount, and so on.
The consultant will refer to the following [link] steps to configure the program.

16. Promised Amount Population

Any date and amount committed by the client to clear an invoice(s) is a promise to pay(P2P). Calls and emails
are the two common modes of receiving P2Ps. The program populates the total committed amount, next
committed amount and its respective date for each invoice.
The consultant will refer to the following [link] steps to configure the program.

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17. Promise to Pay Evaluation
The program evaluates the Promise to Pay and provides insights to the user based on which customers have
failed to keep their promises and tried to keep them.
The consultant will refer to the following [link] steps to configure the program.

18. Collectible Amount Population

Partial payment on the invoice amount is a common occurrence . The most common scenario is the presence
of disputes in the invoice. When a created dispute is marked as a valid dispute, the amount payable on the
invoice decreases, thereby decreasing the open amount on the invoice and also on the customer.

When the customer's payment terms are changed, the collection analyst responsible for making collections on
this account must be notified of the same. If the analyst continues to make payments according to the old
terms, it creates confusion between the parties involved. This leads to difficulty in further communication,
affecting the trust between the parties and the analyst's efficiency in collections. Hence, the Collectible
amount must be updated with any change in terms or status.
The consultant will refer to the following [link] steps to configure the program.

After all the 18 programs are in place, the next step is to configure the collection strategies.

5.1.2 Configuring Collection Strategies

As described in Chapter 5.1, a strategy is a group of rules and examples of rules are:

● Overdue Invoices - Prioritizes the customer, who has invoices that are past due by more than five
days and the total of such invoices is greater than 10,000.
● Follow-up Due - Prioritizes the customer, who has a follow up or reminder created by the analyst that
is due for that day.
● Broken Payment Commitment- Prioritizes the customer, who has broken a payment commitment or
promise to pay that day created by the analyst.

Strategies are created for better collection from different segments of customers. During the design phase, the
client and the DTC agree on names and other details related to the strategy. This section defines the name and
description of each strategy and configure conditions, that is, strategy rules for the same.
To configure the strategies in the system, the consultant will refer to the [link] steps to configure strategies.

Note - Collection strategies can also be categorized as inactive. If the strategies are not used in any customer
segment, they are marked as inactive. If customers are not assigned any strategy, the default strategy is
assigned to them. Default Strategy is hand-picked from the list of strategies that are mostly generic and fit best
for new customers.

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Once the strategies are configured, conditions must be added to each strategy.

5.1.3 Create Conditions or Rules Within the Strategies

Rules are the business conditions indicating the customer's status across different parameters such as past due
invoices, broken payment commitment, risk of bankruptcy, and so on.
Amount
Payment How much
History
Customers
Age
How long
Rules
Set
of rules
Risk
Customers

Based on the number of parameters, rules can be of the following two types:

● Basic Rule - It contains a single condition. For example, Individual Overdue Invoices with parameters
open amount > $200 and days past due is >10 days
● Compound Rule - It is a combination of two or more conditions For example, if the customer wants
to create and send a broken commitment notice, the broken commitment amount >0 and the
current customer status is Hold Credit Limit.

There are two steps to create conditions within the strategies:

1. Assign Condition(s) to Strategies and Define Values for the Parameters Within each Condition
The Collections product consists of a set of conditions or rules and each condition has a predefined set
of parameters, which the consultant can use while assigning conditions to strategies.
Refer to the [link] predefined set of global rules to understand how rules are defined and the
parameters are associated to a rule. The Consultant will follow the [link] steps to assign a rule to a
strategy.

If a condition is marked as Withdrawal, then the customer, who satisfies that rule will not be prioritized on
the worklist. For example, if the Collection Analyst does not want a customer, whose current status is
Third Party Collection, that is, the status is transferred to a third party agency to be prioritized in the
worklist, then he can mark the rule as Withdrawal.

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 2. Configure Importance Score
A score is a numerical value that ranges from 1 to 100 and signifies the importance of a specific rule in a
strategy. In each strategy, the sum of all rules must be 100. Each customer is assigned a score based on
the following process:
1. Each customer is examined against the rules present in the strategy assigned to its customer
segment.
2. The scores of the rules satisfied by the customer are accumulated and the customer score is
obtained. If the customer satisfies all the rules of the strategy assigned, it obtains a score of
100.
3. The higher the score, the higher is the priority of the customer in the worklist, as the priority is
assigned in the descending order of the customers' importance score of the customers.
For example, two customers, Costco and Tesco, are present in the worklist. Costco satisfies all the
rules whereas Tesco satisfies a single rule of a score of 20. In this case, Costco will be assigned a
score of 100 and be at the top of the worklist while Tesco will have 20 and will be placed below
Costco on the worklist.

To define the importance score for each condition, consultants must [link] assign importance (score) to each
rule in the strategy. Note: The importance scores for all rules must sum up to 100 within a strategy.

Rules are configured to provide clarity on actions to the collections analyst. The actions can be assigned to
customers in the following ways:
1. Assign actions based on strategy conditions
2. Assign actions based on importance score

[Link] Assign Actions Based on Strategy Conditions

Rule Based action: Rule based actions are triggered or suggested directly based on the Strategy Condition.
For example, if Walmart wants to send a reminder to Adidas to clear invoices delayed by more than 30 days on
the 1st of every month, then based on a condition the rule will be triggered. These types of actions do not
depend on any importance score to execute. Rule Based Actions can also have an importance score but
irrespective of the score the rule based action will be triggered or suggested. If they are assigned with a score
of zero, it indicates that the rules do not contribute to the prioritization of the customer in the worklist. For
example, if a rule for Adidas states that any invoice that has passed its due for more than 60 days will result in
suggested actions of sending a reminder for the Collections Analyst.

To assign rule based actions, the consultant can refer to [link] assign specific action on rules.

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This section explained how actions can be triggered or suggested based on the strategy conditions, that is, rule
based actions. The next section explains another method by which actions can be triggered or suggested, that
is, by the importance score of the customer.

[Link] Assign Importance Score based actions

Importance Score or score Based action - It helps in setting the priority order of customers in the worklist and
also triggers the action associated with the score range.
In each strategy, multiple actions can be assigned based on the score range. For example, a rule can suggest
calling as the action when the score range for any customer is greater than 50. Similarly, a rule can suggest
sending correspondence as the action when the score range for any customer is less than 50. While configuring
the score based actions, the following points are considered:
● You can save a priority without assigning an action
● The priority names must be unique
● For each new entry, the Score, or Low column is auto-populated with the Score or High value
of the previous entry
● Save the priorities before assigning actions.

Assigning score based actions are divided into the following steps:

1. Assign Priority and define a score range for each priority

The Consultant will follow the [link] steps to create the priority and define the score range for each
priority.
2. Assign Action(s) for each priority
One or more actions can be assigned to each priority. These actions are suggested for the customer
in the worklist if the importance score of that customer falls in the range assigned to the priority. The
Consultant will follow the [link] steps to assign action(s) for each priority.

Once the conditions are configured in the strategies, the next step is to set the sequence and timeline for the
actions suggested.

5.1.4 Setting up Sequence of Actions and Timeline

In cases where multiple actions are suggested on a single customer in the worklist, the sequence of the actions
is controlled by the order in which the Collections analyst creates the actions in the Assigned Action Order and
Timeline tab.

Timeline is the number of days when the assigned action must remain active before the customer requires the
same action to be suggested. For example, the timeline value for the action reminder of the payment plan is
five and the user performs this action on the second day after it is suggested, leading to a change in its action
status to Completed from Not Started. On the third, fourth, and fifth days, the action status continues to be
Completed even if the rule is satisfied. This indicates that the user need not perform the action again. On the

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sixth day, if the action is required to be suggested by the strategy again, then the action status is changed to
Not Started.
1. Define sequence in which Actions will be suggested to customers
In the Assigned Action Order and Timeline tab, the Consultant can define the order for both rule-
based and score-based actions mapped to the selected strategy. The Consultant will follow the
[link] steps to define the sequence in which the actions will be suggested.
2. Define timeline or duration in days for which an action will be suggested to a customer
In the Assigned Action Order and Timeline tab, the Consultant can define the timeline for both the
rule-based and score-based actions mapped to the selected strategy. The Consultant will follow the
[link] steps to define the timeline in which the actions will be suggested.

The strategies and segments are configured but are not linked. The linking takes place by assigning the
segments and strategies to the customers, which is explained in the following section.

5.1.5 Assigning Customers to Segments, Strategies and Collection Analysts

Customer assignment refers to assigning customers to the logical groups. The three group categories are:
1. Customer Segments
2. Strategy
3. Collection Analyst, that is, Owners and Processors

Consultants can assign Segment, Strategy, and Processor or Owners to customers from the Collections
Assignment Rules tab by following the three steps given below:

1. Assigning Segment to Customer

A group of customers sharing common characteristics forms a customer segment. Customer segments can be
created based on payment discrepancies, ARR of the customer, Credit Risk, and so on.

The Consultant will add the category type Segment and [link] create conditions/add assignment rules to
categorize customers for the selected category, that is, Segment.

2. Assigning Strategy to Customer

Each customer is classified into some strategy bucket to deal with them accordingly. For example, if a group of
students is low performing but hard working, the school management will have a different strategy to handle
them compared to a group of students who are low performing but careless in attitude.

The Consultant will add the category type Strategy and [link] create conditions/add assignment rules to
categorize customers for the selected category, that is, Strategy.

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Note - A customer can be assigned only a single segment and a single strategy can be associated with the
same at a given time. Multiple segments can be assigned to the same strategy but a single segment cannot
have multiple strategies.

3. Collection Analyst Assignment

Collection is a relation-driven process, that is, some Collection Analysts maintain better relations with certain
customers than the others. Logically, they must be the assigned Collection Analysts for these customers. Each
Collection Analyst collects from a fixed set of accounts.

In the Highradius terminology, the Collection Analyst is referred to as the Processor and the Collection Analyst’s
manager is referred to as the Owner. The Processor performs the actions suggested in the worklist for the
assigned customer portfolio. The Owner manages one or multiple processors and handles their escalations.

The Consultant will add the category type as Processor or Owner and [link] create conditions/add assignment
rules to categorize customers for the selected category, that is, Owner or Processor.

Note - The sequence of the Assigned Rules and their Conditions is followed. The first satisfied rule will be
assigned to the customer.

Once the categories and conditions are configured, the consultant will [link] set up the program to assign the
segment, strategy, and Collection Analyst to customers.
Now, the segment, strategies and Collection Analysts are assigned to the customers and hence we are ready
to evaluate the strategies and generate the worklist which we will look at in the final chapter.

5.1.6 Setup Program to Generate Worklist

Once all the prerequisites are set up to evaluate the strategies, that is, the strategies are configured, conditions
are created within the strategies, the sequence of actions is defined, and customers are assigned to the
segments, strategies, and Collection Analysts.

The consultant will [link] run the strategy evaluation agent, which evaluates the rules for each customer AR
based on the strategy assigned to them. After the evaluation, the prioritized worklist with suggested actions is
generated. This program is scheduled periodically, mostly daily, which refreshes the worklist.

Chapter 5.2 Invoice Tracking Automation

Invoice Tracking Automation is another automated process of Highradius Collections. Collection
Analysts log in to their customers’ portals, such as Ariba, to check the status of outstanding invoices.
Most of the portals require authorization and Collection Analysts must search using invoice number or
the PO number to check the status on particular AR items. Automating this manual process saves
significant time for the Collection Analysts and they can use it to spend on more impactful collection

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activities. Invoice Tracking Automation process automates the process of collecting invoice statuses on
buyer portals. With the latest updated information on invoice statuses in the Highradius Collections
application, Collection Analysts can make informed decisions without spending time checking statuses
in the customers’ portals.

Challenges with Electronic Invoice Management Portals such as Ariba

1. At times, invoices are not displayed on customers’ portals, thereby delaying payments. Such
invoices are called Skipped invoices.
2. Collection Analysts must regularly log in to portals to check the posted invoice statuses.
3. Collection Analysts are not notified of the change of invoice status on the portal.
4. There is no easy way to track payments posted on the portal. Hence, Collection Analysts
must follow up if the posted payments are not displayed on time.
5. There is no easy way to identify a disputed invoice until a manual follow-up after the due
date takes place, in spite of the presence of indicative information on the portal.

To address the challenges mentioned above, Highradius has introduced the Invoice Tracking
Automation feature, where collecting invoice statuses on buyer portals is automated. It feeds data into
the Highradius Collections Cloud to keep Collection Analysts updated about the open AR information.

5.2.1 ITA - A/P Portal Integrations

In this case, all invoice updates from the buyer’s portals automatically flow into the Highradius
Collections application. The steps to configure Accounts Payable (A/P) portal integrations is described
in this document.

5.2.2 Non ITA - A/P Portal Integrations

Some clients do not want to automate tracking of invoice statuses but want to leverage the skipped
invoice tracing, information about P2Ps, and scheduled payment dates from the buyer’s portals. These
clients must upload the portal information into the Highradius system through a manual file upload. The
steps to configure the Manual upload option is described in this document.

Chapter 6: User Journey Configurations

The Worklist is now created and the actions are linked to it through different automation algorithms as
described in the previous chapters. Collection Analysts are assigned to customers to perform collection actions
on their set of customers. In the next step, the Consultant will ensure that the Client is able to login into the
HighRadius tool and perform their daily activities such as the following:

1. Reviewing the Collections Worklist to prioritize daily tasks

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 2. Communicating with customers through Call, Email, and so on as suggested by the Automation
Algos
3. Creating Actions such as Promise to Pay, Dispute, and so on as required

Chapter 6.1 Configure Worklist User Journey

After logging into the Collections application, the Collection Analyst can view the worklist at first. It displays the
list of customers upon which the Collection Analyst will take actions to collect pending payments. The Analyst
makes a Collection Call or sends a Personalized Email. Typically, analysts spend 60% of their time on Calls and
30% on Personalized Emails. During the first few months after go-live, they spend 5-10% of their time reviewing
Automated Emails for accuracy, following which, they rely on the system for all automated emails sent from it.

6.1.1 Collections Worklist View

Collections Worklist is the landing page for client users after they log in. The Consultant will ensure that enabling
the client to focus on the most important tasks for the day is prioritized.

Collections worklist is a prioritized list of Customers and a set of actions assigned for a Collection Analyst on a
given day. This Worklist is generated by the system daily using various pre-configured algorithms or strategies as
defined in the Automation Algos section to maximize the Collections efficiency. The Worklist allows Collection
Analysts to identify and focus on the high priority Customers (based on their AR aging, past due amount, and so
on) in their portfolio. The Collection worklist is a one-stop solution for the Collection Analyst to view the prioritized
Customer list and various details such as open amounts, Customer segments, executive notes, and so on. It also
allows the Collection Analyst to perform various actions such as sending correspondences, taking call notes,
and creating payment commitments directly from the worklist.

[Link] Assign Owner Processor

After logging into the Collections Worklist page, Collection Analysts will view the worklist assigned to them. To
generate this view, the Consultant will set up default rules to assign customers to their respective Collection
Analysts as defined in chapter 5.1.5. The Consultant will also help the Collection Analyst to create a filter for
their name in the processor field in Advanced Search layout. The search filters can be saved for the Collection
Analyst to view only the customers assigned to them after logging in as described below in chapter [Link].
Each customer will have an assigned owner (manager) and processor (Collection Analyst). The owner is the
user responsible for the collection from the customer and the processor is the user working towards collecting
the pending payments.
The Consultant will follow the [link] steps to assign or update the owner processor.

[Link] Enable Role based Access Controls

The Collections system has the following two types of access controls:
1. Data Security - The data users can access

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 2. Action Security - The actions users can perform

The consultant will set up data security rules by adding user groups and action security rules. After logging in,
the Consultant can view the data security based on their job roles. The Consultant will configure data security
user groups to ensure that only users with the right access can view the sensitive data. For more details, refer to
[link] steps to enable role based access controls.

[Link] Set up Collections Worklist View Layout

The Collections Worklist View Layout is the UI that a Collection Analyst views after logging into the Highradius
application. The consultant will set up the grid layout view in the Collections Worklist screen for the Collection
Analyst to perform actions for customers in the worklist. The grid layout view consists of a list of collections fields
or attributes and their display order in the UI, that is, from left to right. This layout can be configured for a
specific user or a specific security role of the user.

The Worklist View Layout can be configured to suit the needs of the client. Different clients can have different
requirements such as the columns to be displayed in the Worklist view (Customer name, Open Amount, Current
Amount, Total Past due, suggested actions, risk class, credit utilization, and so on), the order of the columns,
renaming them to names they are acquainted with, and so on. The set layout is displayed as the default in the
UI when a user logs into the application. Collection Analysts can further change the layout according to their
requirements. The default layout is copied from the Gold Account clone and the Consultant must cross-check
[link] this layout with the client and update the fields as required.

[Link].1 Rename columns in Worklist View Layout

When Collections receives Accounts Receivables (AR) data from the client’s ERP system, there can be headers
in the file that are specific to the client’s business or ERP. These fields will be renamed with terms relevant to the
client’s business to ensure that the analyst's Worklist is populated with column names that are easier for the
client to understand. This can be configured by following the [link] steps to rename columns.

HighRadius clients have offices in different regions such as North America, LATAM, and EMEA. Some of them
can be non-English users who need the UI in other languages. With this feature, clients can translate the field
names into other languages such as German, French, Spanish, and so on according to their requirements and
experience a smoother user journey. The Consultant will follow the same steps to set up multi language
translations.

[Link] Set up Collections Advance Search View Layout

The Consultant will set up the search layout to enable end users to search for relevant collections items using
one or more key collections attributes. The search layout consists of a list of collections attributes or fields and
their display order in the layout. The recommended collections attributes in the Advanced Search layout are
the following:

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● Processor
● Customer Segment
● Worklist status
● Total past due amount
● Aging
● Suggested Actions
● Last payment date
● Score

The Consultant can follow the [link] steps to customize the layout of Advanced Search. The Consultant
can configure and save the frequently used Advanced Search criteria as filters for users since the entire
worklist, consisting of all customers, is visible to the Collection Analyst.

[Link] Enable Action buttons

The Consultant will use action security rules to enable mandatory action buttons from the action security config
UI. Users require different action buttons on the Worklist view according to their security roles. For example, a
Collection Analyst Manager will have access to the “TPA Transfer” button to send customer details to third
parties, but a Collection Analyst may not have access to it. Consultants need to follow the [link] steps to enable
action buttons for different security roles at the client’s end.

6.1.2 Collections Analytics View

Clients can view the analytics reports at the top of the worklist that summarizes the to-do list for that day. The
following two analytics charts can be added:
a. Total past due amount across each aging buckets as mentioned in chapter 3.1.4
b. Total number of suggested actions for each action type across all customers
The Collection Analyst has the flexibility to filter data in the charts from the Advanced search for analytics view.
Consultants will do the following [link] steps to enable Analytics view under the worklist which will cover the
advanced search filter and the two charts mentioned above.

6.1.3 Collections Customer Details View

After the Worklist is set up, the Consultant will create a details page for users to access the details about the
customer such as the Customer name, number, Owner, Processor, Aging bucket details, history of actions,
payments, correspondences, notes and so on taken on the customer.

[Link] Set up Collections Customer Details Attributes

The Consultant will set up the Collections Details layout to enable the end user to validate one or more key
collections attributes. The Details layout consists of a list of collections attributes or fields and their display order
in the layout. The recommended collections attributes in the Details layout are the following:
● Customer name
● Customer number
● Suggested Actions

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 ● Past Due Amounts in different aging buckets
● Total past due
● Aging buckets details
● Payment Plans
● Credit Limit
● Grace period
● Invoice details - Number, Amount, Status, Due Date

To customize the layout of Customer Details based on client’s needs, the consultant can follow steps as
mentioned in the link

[Link] Set up Customer Details Sub tabs

The following subtabs can be enabled from the Manage Security roles admin screen as mentioned above in
chapter 2.1.2.
● Open Items
● Correspondence
● Call Log
● Attachments
● Suggested Actions
● P2P
● Tasks
● Contacts
● Applied Payments
● Actions History
● Closed Items
● Disputes

And to configure the grid columns under each sub tab, the consultant should follow the [link] steps to
set up columns under Open Items grid link.

[Link] Enable Action buttons

The Consultant will use action security rules to enable action buttons for each subtab from the Manage Security
roles UI under Administration as mentioned above in chapter 2.1.2. The following actions must be enabled
under the Open Items subtab:
● Correspondence
● Call
● P2P
● Create Dispute
● Customer Escalation

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Chapter 6.2 Configure In App Calling
Once Collection Analysts have the list of customers with pending payments, they must connect with the
customers via call or email. As customers are likely to communicate better over the phone, the collection
analyst can gain a deeper insight of the problem, even if it is by reading between the lines. This line of action
can solve the problem faster than back-and-forth mails.

Conversations are an effective part of all business communications. Collection Analysts are required to contact
customers frequently regarding payments since pending invoice payments do not come on time for certain
customers. While an email might serve the purpose of sending a payment reminder, a voice call can be more
effective in communicating the details and ensuring a commitment from the customer as it is a two-way
communication over a call.

The HighRadius In-app calling feature allows you to call a customer directly from the application and view all
the required customer information on the screen in front of you. The customer phone numbers are saved in the
system. Hence, it is a one-click dial from the application to connect to a customer with the ease of accessibility
of all information at one place that can be referred to during the conversation.

The in-app calling feature in Highradius is a Voice over Internet Protocol (VoIP) calling system. VoIP is the
technology that allows users to make and receive phone calls via the internet instead of the regular phone
lines or a public-switched telephone network (PSTN). The in-app calling feature can be availed from the
Collections Worklist tab and is enabled based on the security role.

The next step for the Collection Analyst is to leverage the in-app calling functionality to call the customer.

6.2.1 Prerequisites
[Link] System requirements

The Consultant will recommend the following system requirements to our clients to enable the calling
functionality and execute it seamlessly for better calling experience and application performance:
● Browser recommendation - The latest version of the Chrome browser provides the best user
experience.
● Headphone recommendation - Headphones are recommended while making calls as they improve
audio quality by minimizing echo. You must select your headphones carefully.

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 ○ PC Headphones - For lower-end computers, USB headphones are recommended as they
bypass the native soundboard. For higher-end computers, integrated soundboards, and
the standard 3.5 mm audio jack headphones are sufficient.
○ Bluetooth Headphones - Every Bluetooth headphones set operates differently from the
others which can pose unique challenges for the user. If your set comes with a USB
Bluetooth adapter, it is recommended that you pair them to avoid interoperability issues
with your computer’s native Bluetooth receiver.
● Internet speed recommendation - For a better calling experience, 2 Mbps internet speed is
recommended.

[Link] Network Configuration requirements

The above diagram displays how our in-app calling functionality works. Melissa (Collection Analyst) who is in the
client network accesses the HighRadius Collections application from her local system using a browser and
makes calls from the browser using the in-app functionality. A secure connection is established between the
browser and the Highradius VoIP infrastructure. The call is sent from the Collection Analyst’s browser to the
HighRadius VoIP infrastructure to the end customer via our partner voice carrier. The voice carrier converts the
VoIP call triggered from the Collections application (Collection Analyst’s browser) to PSTN (Public switched
telephone network) that connects to the customers' mobile numbers or landline numbers. While the link
between the Highradius VoIP infrastructure and Keith (end customer) can be controlled by HighRadius, our
clients must open up the network between the browser (that Melissa is accessing) and HighRadius VoIP
infrastructure to pass the signal to the HighRadius server for smooth calling. Hence, clients must whitelist the HRC
ports and IP addresses in their enterprise firewalls. By opening the ports, clients are enabling their browser to
access HighRadius VoIP infrastructure to make calls.

Without network whitelisting at the client’s end, Collection Analysts can face the following issues:
● Latency - Delayed hearing, that is, mouth-to-ear delay
● Jitter - The information arrives at the recipient's line out of order — they will not be received in the
same order in which they are sent
● Packet loss - Parts of conversation can drop and fail to reach the destination

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 The issues mentioned above majorly contribute to voice quality issues in VoIP networks as it can degrade a
caller’s experience. A successful VoIP deployment requires careful consideration of all the components
involved, starting from the client’s device to the network characteristics and firewall or router configuration.
Hence, the Consultant will ensure that the whitelisting exercise mentioned above is completed before calls are
made from the Collections application.

The Consultant will pick the appropriate Network Document from this link based on the environment details
since they are specific to environments. The Consultant will share this Network document with the client, which
includes the HighRadius VoIP port and bandwidth requirements, and the firewall configuration
recommendations required for smooth calling experience. Our client will work with their own IT Network Team to
whitelist the IPs and ports in their network as it is a mandatory requirement for in-app calling features.

[Link] Set up Virtual Numbers of Collection Analysts

For every Collection Analyst from the client’s side, HighRadius procures virtual numbers, such as mobile
numbers, from our third-party service provider to make calls from our Collections application. Every number
assigned to a Collection Analyst is unique and will be configured in our Application. If the Collection Analyst
makes customer calls from the Collections Application, the virtual number issued by HighRadius will appear as
the caller ID on the recipient’s side.

● Procure virtual numbers of Collection Analysts

The Consultant will request virtual numbers from the product Team by sending an email. Refer to
sample email [link] to request virtual numbers. Currently, the Product Team procures the numbers.
We are building an internal administrative tool to automate the procurement of virtual numbers.
Once it is ready, it will be included in this document and in Techdocs as well. Consultants will be
provided access to the tool.

● Assign virtual numbers to Collection Analysts

Once virtual numbers are procured, the Consultant will assign these numbers to the Collection
Analyst to start using the call functionality. The Consultant will follow [link] this link to assign virtual
numbers from the slimfast screen. These Manage Virtual Numbers buttons will be mapped to a
security role and users will be able to view some or all of these buttons according to the mappings
of their security role.

6.2.2 Outgoing Calls

Calling Customers Accounts Payable contacts to collect payments is one of the most common activities a Collection
Analyst performs daily. Collection calls are typically made after sending an initial past due reminder. Call logs or
notes are an important part of the collection process to record and maintain the details of an interaction
made with a Customer during the collection process. These calls typically result in a payment commitment from
the Customer, disputing certain invoices or requesting additional information. The Collection Analyst can

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 directly make customer calls from the application and take notes of the meeting simultaneously. This saves time
significantly as compared to their desk phones or VoIP phones. Further tasks or action items can be created in
the system according to the notes.
Consultants will follow the [link] steps to enable outgoing calls for an account.

[Link] Pre Call

[Link].1 Select a Customer for Collections Call

The Collection Analyst will select a Customer for the Call action. The Consultant will ensure that there is
a call button in the worklist view layout for the Analyst to select the customer and initiate a call from the
worklist view itself. If the button is disabled, refer to techdocs link to enable Call Action buttons.

[Link].2 Review Customer Account details

Before getting into the call with a Customer, the Collection Analyst will review the Customer Account
details for effective communication during the call. The following are the important review points:
● Open AR Items - The Collection Analyst will refer to the past due invoices, the aging of the
Invoices, and any Disputed Invoices, if any.
● Notes - The Collection Analyst will refer to the last two notes at least to understand the
communication or activity for that specific customer, if any.
● Email Correspondence - The Collection Analyst will refer to the last two email correspondences
at least to understand the email communication with that specific customer, if any.
The Consultant will ensure that the customer details screen is displayed on double-clicking the customer
name from the worklist view. The Collection Analyst must have access to the Correspondence button in
the Details View screen to override the call action with an email. If the button is disabled, refer to
chapter [Link] to add details, sub tabs and action buttons.

[Link].3 Select a Customer Contact to Call

Collection Analysts will be able to place a call from the Details view screen by clicking the Call button.
Clicking the button sends a call to the contact marked as default for that customer.

Collection Analysts can add, edit, and delete contacts from the Contacts subtab under Customer
Details View screen.

The Consultant will refer to [link] steps to enable Contacts in Collections.

[Link].4 Placing an In-App Call

Once the context is ready, Collection Analysts will select the specific Contact to speak to and use the
Collections in-app calling feature to call them. After placing the call, the following things can happen:

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 ● Call connects to the Right Contact - The Collection Analyst reaches the right contact for the
Customer to discuss the AR balances.
● Call connects to the Wrong Contact - The Collection Analyst reaches the wrong contact. If
the Collection Analyst finds the right contact, they must update the Contact List and call the
right contact.
● Call does not connect to the customer.

The Consultant will refer to [link] steps to enable calling functionality using Slimfast screens.

Highradius supports International calling. However, by default, some country codes are not mapped as it will
allow the Collection Analyst to make calls to countries that can incur cost on Highradius. Some clients also want
to ban calls to certain countries. For example, Baker Hughes wanted to disable calling to Russia. Hence, the
consultant must acquire country codes from clients to place calls and map only those codes to enable
international calling.

Some clients prefer recording calls for training, performance monitoring, and audit purposes. It helps in
providing feedback and suggesting improvements. To facilitate this, we have the call recording feature. This
feature records the calls (only with the customer’s consent) and refers to them for training and quality purposes.
The recording button will be enabled only when the call recording functionality is enabled at the account
level. Whenever a call is made, a pre-recorded recording disclaimer message will be played (“This call is being
recorded for quality assurance purposes, Please press 1 to consent to this recording or press 2 if you do not wish
to be recorded”) and the call will be recorded with the customer’s consent. During the call, if the Collection
Analyst discusses any confidential information, the recording can be paused and resumed whenever required.

Clients may have to add call summary details or call logs manually for calls they receive on their desk
phones or mobile phones. The Consultant must ensure that the “Call Summary” button is enabled for
Collection Analysts.

[Link] During the Call

[Link].1 Add Notes during the Call

The Collection Analyst can take Notes during the call in Collections Cloud. For example, a Collection
Analyst called a customer whose payment is due over 30 days and the analyst is requested to reach
out after four days as the person, authorized to make the payment, is out of office. In this case, the
Collection Analyst can take a note against the customer. When the analyst contacts the customer the
time, the note can provide him the context of the previous call and suggest a follow-up action to call
the customer again after four days.

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 The Consultant will enable the Notes button in the Worklist and Notes subtab under Open Items from the
Manage Security role admin screen as discussed in chapter 2.1.2. The consultant will also follow the
steps to [link] steps to redefine the notes type and note template in the system to improve the user
journey of the Collection Analyst.

[Link].2 Create a Payment Commitment

If the customer has made a Promise to Pay (P2P) during the Call, the Collection Analyst will create a P2P
entry in the Collections System to track it. As an exception, the entry can be created after the call, but it
is recommended to tag the Invoices and the amount in the Call itself for accuracy and productivity.

P2P is a type of payment commitment or an agreement between the lender and borrower to pay a
fixed amount of money by a certain date. It is usually made if the lender is falling behind in payments or
payments are overdue. In Order to Cash, the P2P is used if a delinquent customer fails to make the
payment immediately and plans to send the payment later. Creating a P2P in the system helps us track
if the customer has made the payment within the committed date. Collection Analysts may not
communicate with those customers until the P2P date. If the payment is not made within the committed
date, the customer is again displayed on the Collection Analyst’s worklist to be communicated with for
further actions. P2Ps can also serve as reliable payment performance predictors for a delinquent
borrower depending on how well they have kept their promises to pay.

Types of P2P

In Collections, there are three kinds of payment according to the details provided by the customer and
agreements in place. Based on this, the Collection Analyst can create the following:

1. Header level P2P: When the customer commits to pay an amount by a due date without
specifying any invoice for which the payment is to be collected. The Collection Analyst, in
this case, can create a header or customer level P2P, that is, the payment will be made at a
customer level and the Collection Analyst will settle the outstanding invoices with this
payment later. This process is called applying payments to outstanding invoices based on
past due.
2. Invoice level P2P: When the customer commits to pay a partial or the complete amount of
an invoice by a due date. The Collection Analyst, in this case, can create an invoice level
P2P as this commitment is based on a specific document or invoice.
3. Invoice Associated P2Ps (v3): Consider an example where the oldest invoices of the
customer have been overdue by more than 180 days and they want to create a
commitment on the total overdue amount across all the oldest invoices. In another example,
the customer is operating across multiple regions and is trying to create a commitment on
the overdue amount for invoices that were created in one region and were of the same

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 currency. The new functionality allows the client to create such custom P2Ps.

Our clients can sometimes offer payment plans to their customers to ease out payments in installments, that is,
EMIs (for example, EMIs for home loans and so on). A payment plan is a periodic and legally adhering plan that
is created according to the customer as an attempt to make the collection process more effective. A
customer can pay the pending dues in installments if they opt for Payment Plans.

The Consultant will follow the steps to enable the [link] Payment Commitment and [link] Payment Plan
for users.

The AR teams often receive P2P information as batch files from buyers. This file ideally consists of
information on several payment commitments in a single document. To create P2Ps in bulk, Collection
Analysts can upload .csv files containing the dispute data from Collections > Bulk Upload > P2P as
mentioned in chapter 4.5.1.

[Link].3 Create a Dispute

Disputes are part of whole amounts, that is, unpaid invoices. Disputes can occur due to any
reason when a customer fails to pay their invoices within the accepted terms. For example,
disputes are raised by customers when there is a discrepancy in the payable invoice, as a whole
or in part. Disputes mostly arise from billing issues such as pricing, previous adjustments,
promotion discounts not being reflected, or product issues such as damaged goods. Once
disputes are raised, the Accounts Receivables (AR) team evaluates the claims to approve or
reject them based on their validity. The collectible amounts on invoices and the account
statements are accordingly modified. In AR, managing disputes is an important aspect as
disputes form an integral part of cash flow and, in turn, revenue. Unresolved disputes lead to
uncollectible revenue, impacting cash flow, working capital, and profitability.

In Collections Cloud (CLS), Collection Analysts can raise disputes, as informed by the customers,
using the Create Dispute feature. Collection Analysts can provide the disputed amount,
reportee, and assignment information, including attachments. Once submitted, the dispute
information is reflected on the customer's invoices.

Users can create disputes in the Invoices tab, from the Open Items and Closed Items subtabs.
This information is synchronized and can be viewed from various screens in the application.
Additionally, Collection Analysts can resolve or invalidate disputes using the Manage Dispute
feature based on the information received by the Claims Evaluation team on the disputes.

The Consultant will [link] steps to enable clients to create and manage Disputes from the UI.

The AR teams often receive dispute information as batch files from buyers. This file ideally consists
of information on several disputes in a single document. To create disputes in bulk, Collection
Analysts can upload .csv files containing the dispute data from Collections > Bulk Upload >
Disputes. The Consultant will [link] steps to enable clients bulk upload disputes as mentioned
above in chapter 4.5.2.

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[Link] Post Call

[Link].1 Send confirmation emails post call

Based on the outcome of the Call with Customers, Collection Analysts will send a follow-up email or
confirmation email after the call ends. For example, if the Customer made a payment Commitment, the
Collection Analyst will send a ‘Payment Commitment Confirmation’ email to the specific Contact they
interacted with. Based on the most common outcomes of a call, the appropriate email
correspondence templates must be configured to avoid manual typing or attaching the appropriate
documents.

The Consultant will refer to [link] steps to the set up email templates for additional details.

[Link].2 Escalate a customer

Collection Analysts escalate a customer to their managers, the dispute management team, or any
other internal user in case there are difficulties in managing the customer or they are expected to work
with internal users to resolve issues with customers. The Escalate Button must be available in the
Customer details view screen. If the button is disabled, the Consultant will enable it from the Manage
Security roles admin screen as mentioned above in chapter 2.1.2.

With this feature, a Collection Analyst can Initiate, Re-assign, and Mark the escalations as complete
when they are resolved. A Collection Analyst has the provision to create an escalation both at the
Customer level and at an Invoice level. When an escalation is created, email notifications are sent to
internal users assigned for the escalation. Consultant can create notification templates as mentioned
above in chapter 3.1.11

[Link].3 Snooze a customer

Collection Analysts can snooze customers for a certain period to hide them from the Worklist. For
example, the Collection Analyst received a call from a customer with some payment updates. Hence,
the Collection Analyst does not want to send unnecessary reminders to the customer. In this case, the
Collection Analyst can snooze the customer for a few days. The Snooze Button must be available in the
Customer details view. If the button is disabled, the Consultant will enable the button from the Manage
Security roles admin screen as mentioned above in chapter 2.1.3.

[Link].4 Transfer customer to Third Party Agency

Collection Analysts may fail to collect the receivables from customers despite taking stringent actions. In
this case, Collection Analysts can use the Collection Agency Data Exchange (CADE) functionality to

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 exchange delinquent customer information with Third-Party Agencies (TPA). The agencies can help
them collect the due amount from delinquent customers when all collection attempts are exhausted.
The Consultant will do the following to enable Collection Analysts to configure [link] CADE.

[Link].5 Create and Assign Tasks

Collection Analysts can create tasks for themselves or assign tasks to other users. For example, if the
Collection Analyst called a customer and the customer did not answer, the Analyst can create a follow-
up task to call the customer again later in the day or the next day. The Collection Analyst can assign a
customer to a Credit Analyst in case of very high credit utilization by the customer.

Hence, the feature helps in tracking these internal tasks for Collection Analysts. The Create Task Button
must be available in the Customer details view screen. If the button is disabled, the Consultant will
enable the button from Manage Security roles admin screen as mentioned above in chapter 2.1.2.
The Consultant will add the [link] Follow up Reasons after consulting with the Client as mentioned in
chapter 3.1.9.

[Link].6 Attach missing invoice PDF copies

Generally, the Highradius system receives PDF invoice copies PDF invoice copies through ERP extracts
load. However, if invoices are missing, Collection Analysts can attach the invoice PDF copies manually
to ensure that the Collections system has all the information and can be referred to later, when
required. The Attachment Button must be available as a subtab and under Open Items. If the button is
disabled, the Consultant will enable the button from the Manage Security roles admin screen as
mentioned above in chapter 2.1.2.

6.2.3 Incoming Calls

[Link] During the Call

[Link].1 Receive the incoming call

This user journey is similar to that of an outgoing call. The difference is that the Collection Analyst has to
search for the customer, review their account details such as the total open and overdue amount, the
last time the customer was contacted, disputes or payment commitment created, and so on to take
the required actions.

[Link].2 Review Customer Account details

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 Refer to chapter [Link] above.

[Link].3 Add Notes during the Call

Refer to chapter [Link] above.

[Link].4 Create a Payment Commitment

Refer to chapter [Link] above.

[Link].5 Create a Dispute

Refer to chapter [Link] above.

[Link] Post Call

[Link].1 Send confirmation emails post call

Refer to chapter [Link] above.

[Link].2 Escalate a customer

Refer to chapter [Link] above.

[Link].3 Snooze a customer

Refer to chapter [Link] above.

[Link].4 Transfer customer to Third Party Agency

Refer to chapter [Link] above.

[Link].5 Create and Assign Tasks

Refer to chapter [Link] above.

6.2.4 Client Phone system calling

The collector can also call the customer from their landline or other phones instead of placing an in-app call.
The user journey remains exactly the same for them if they call the customer through their phone/office
landline. The prerequisite system setup will not be required for phone system calling however there is a
downside that while on the call, the collector won’t be able to take custom notes for the customer in the UI
and will require to create notes separately. The Collector will be able to add call logs manually in the system so
that they are able to track communications made with the customer in one single system.

[Link] Outgoing Calls

Refer section 6.2.2 above.

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[Link] Incoming Calls
Refer section 6.2.3 above.

Chapter 6.3 Configure Email Workflow

E-mail is the communication or exchange of information in a written format for business activities.
Correspondence with customers forms the most significant part of activities performed by a Collection Analyst.
Correspondence, if done inefficiently, can be time-consuming, especially considering the number of customers
that a Collection Analyst has to follow up with. The Collections On-Demand system simplifies the entire
Correspondence process by automating various steps involved in setting up a Correspondence and an Email
Inbox within the Collections Application. This itself makes it a one-stop shop for all Collection activities for
Collection Analysts.

Email Inbox offers Collection Analysts one-step access to all emails received from different customers and
grouped by specific customers. You can configure an email inbox to view all emails from a specific email ID at
one place. Collection Analysts can view the emails in the Collections Email Inbox tab. This feature in Collections
reduces the Collection Analysts' efforts to navigate to GmailOutlook to view the received emails as they are
displayed in the Collections UI itself. Collection Analysts can verify the information provided in the emails such
as payments, disputes, and so on from the Collections Application and respond to customers accordingly.

6.3.1 Prerequisites

[Link] Set up Email Relay Servers and IPs whitelisting

Set up Email Relay Servers

The Consultant will set up the client’s email server configurations for all outgoing emails from the Highradius
application. The Consultant will work with the Client to select one of the following options:
1. Email spoofing - HighRadius will send emails with client domain (e.g. xyz@[Link]) using HRC
email server. When Collection Analysts send out emails from the Collections application, the emails are
sent out from the Highradius server with the client domain. You can use the following [link] steps to
configure Email Spoofing. Select IPs mentioned in the next step.
2. Email relay - Highradius will send emails using the client's email server, that is, Kraft Heinz’s email server
with the client's domain such as xyz@[Link]. You can use the following [link] steps to configure
Email Relay. Select IPs mentioned in the next step.
3. Email Masking - Highradius will send emails using HRC’s email server with the Highradius domain such as
XYZ@[Link]. The client email ID will be masked by Highradius domain ID or any other email ID
when emails are sent. End customers can view the emails sent from @[Link] or the other

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 chosen domain although the backend email ID is of the client domain. Email masking can be
configured from [link] steps to configure Email Masking. This solution is not recommended by Highradius.
You can use the first or second option.

Selecting one of the options mentioned above will send out emails from Highradius to our client’s customers
and they will appear with the client’s domain. For example, emails sent to Kraft Heinz’s end customers from the
HighRadius application have XXX@[Link] as the domain instead of XXX@[Link].

IPs whitelisting
Internet Protocol (IP) whitelisting is a way of providing authorized access to specific IP addresses to send emails.
When an IP address is safelisted, the sender from that IP is identified as a trusted source to your mail server. This
ensures that the emails sent to you from that source are placed in your inbox instead of the spam folder.
Generally, IPs are environment-specific and can be found here .

HRC’s IP addresses must be whitelisted for clients to ensure that the emails sent from the Highradius server are
not placed in the spam folder of the clients. The Consultant will check the IPs from the above link and send an
email to the client’s network Team to whitelist them.

6.3.2 Set up Email Templates & Packages

There are various correspondences that Collection Analysts can send to customers on a case to case basis
from the Collections application. For example, if a customer promised to pay on a specific date but did not
pay, the Collection Analyst can send a broken payment commitment email to the customer. We can consider
an example where a client sends a Broken Commitment notice to the customer.

[Link] Set up Email Templates

The Collection Analyst can create the email or select an existing template to send a broken commitment
notice. The Consultant will follow the [link] steps to create Email Templates.
Collections also supports sending correspondence via Fax and Letter. Consultants need to follow the steps to
create [link] fax and [link] letter templates.

If the client operates out of multiple regions and wants to send the notice to multiple customers in their regional
language, then HRC has the functionality to automatically send templates selected by language. Consultants
need to do the following [link] steps to send correspondences based on conditions such as language,
company code, etc.

[Link] Set up Packages

Consider a situation where the Collection Analyst wants to proactively send the details of the invoices against
which payment commitment was broken to the customer as an excel attachment in the email. This will help
customers view the broken P2P details in a consolidated format and pay the overdues at the earliest. Along

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with that, the client also wants to attach the invoice PDF copies to the email. Collection application allows
client to create packages and send as an attachment with the correspondences. Consultants need to follow
the [link] steps to configure packages.

[Link] Manage email recipients and senders

Client needs to add recipients in the To, Cc, Bcc fields in the send correspondence pop-up window and also
add or mask the sender email i.e., the email ID that the customer will receive email from. Collections has the
feature to auto populate the recipient and sender settings configured at customer level, but also gives clients
the flexibility to add/ edit/remove an existing email ID from recipients field(s) while sending correspondence.
Consultants need to do the following steps to configure [link] recipients and [link] sender details.

Collection Analysts can also set up Bounce back email addresses. A bounce message is an automated
message from an email system, informing the sender of a previous message that the message had not been
delivered (or some other delivery problem occurred). In case a correspondence fails to send, customers need
to be able to identify and edit the failed email address(es). To obtain the information about the failed email
addresses, a dedicated email address must be configured to capture the bounced emails. We provide an
option to correct the faulty email ids for the customer contacts so that the future emails sent to the same
customers do not get bounced back again. Steps to set up a bounce back email address are [link] steps to set
up bounce-back email address.

[Link] Manage Additional Configurations in Correspondence Types

After creating the document packages and email templates, the consultants will need to assign them to
correspondence types such that these details are auto populated when the collector is sending system
suggested correspondence(s) to a customer.
Refer the following steps to assign templates, packages under each correspondence type.

[Link] Set up document filters

If the Collection Analyst wants to send a broken commitment notice, he would only need to send details of
invoices for which the customer has broken the payment commitment. Collections has a feature to allow
Collection Analysts to filter out the invoices by applying custom filters such as invoice status: open or closed etc.

By default, the Send Correspondence screen will contain all the filter categories supported by the product
since it is created from the gold account, but consultants can do the following [link] steps to set up document
filters.

6.3.3 Setup Outgoing Personalized Email Workflow

[Link] Select a Customer for personalized email

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Every Collection Analyst has a prioritized to-do list, that is, a worklist with the customers ranked based on their
stack rankings as mentioned in chapter 5.2 with actions suggested against the customers. The action can either
be a call or an email. The Collection Analyst selects a customer from that list with an Email action and who must
be followed up with to get the overdues paid.

[Link] Review Customer Account

Before sending an email to the customer, the Collection Analyst must review the details of the broken payment
commitment such as:
a. Payment Commitment amount
b. Payment Commitment creation date
c. If the customer has broken the payment commitment in the past
d. If the payment commitment was created for an invoice or multiple invoices
Reviewing these details offers them enough context to create an email to intimate the customer about the
broken payment commitment. The consultant needs to enable the worklist and customer details view as
discussed above in chapter 6.1 to enable the Collection Analyst to review account information.

[Link] Select system suggested email action

The prioritized worklist consists of a list of actions suggested for the customer based on the rules the customer
satisfied. For example, if a customer does not fulfill a payment commitment, the worklist, if refreshed the next
day, will suggest “Broken Commitment notice” as an action. The Collection Analyst can click the Perform
Action button to send the correspondence to the customer. The Consultant will enable the Send
Correspondence button and Suggested action field in the worklist as mentioned in chapters 2.1.3 and 5.1.3
respectively.

[Link] Review system suggested email content

The Collection Analyst can review the system suggested email content from the Send Correspondence window
which consists of the Recipients, Subject, Body, attachments, sender configurations, and so on as defined by
default. Collection Analysts can send the system suggested email or customize the email content. System
Suggested Action is calculated daily by Collection Strategies to prompt the user with specific Actions such as
‘Email Past Due Notice’, ‘Email Dunning Letter’, ‘Call to Escalate’, and so on.

The Consultant will follow the steps mentioned in chapter 6.3.2 to set up the correspondence in the system.

[Link] Override system suggested email content

The Collection Analyst, after reviewing the content of the system suggested email, can send the
correspondence to the customer as-is, customize the correspondence, or create one from scratch. If the
Collection Analyst overrides the System suggestion, the details must be updated based on the Customer
Account review for any of the following content:
● From and To email address

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 ● Open AR Items
● Email Attachments
● Email Body
After making the required changes, the user will submit the details for the system to send the Email
correspondence with the updated details.

The Consultant will follow the steps as mentioned in chapter 6.3.2 to set up the correspondence in the system.

6.3.4 Setup Outgoing Automated Email Workflow

[Link] Configure conditions to trigger automated emails

A client operating globally with its offices in India and the US will have customers based globally. Each business
unit (India and US) can configure custom correspondences for their customers at a company code or business
unit level.
The Consultant will follow the steps to enable the client to send correspondences based on conditions such as
company code, language, and so on and trigger automated emails from the system such as payment
reminders, first past due reminder, and so on without any manual intervention from the Collection Analyst.
The Consultant will follow these steps to enable the rule categories and rules in sequence.

[Link] Review sent correspondences

The Consultant can also review details of the sent correspondences such as From, recipients, subject, and body
from the Correspondence History tab.
The Consultant will enable the Correspondence History tab at security role level as mentioned in chapter 2.3
and set up the layout view of the Correspondence tab as mentioned in chapter [Link].

6.3.5 Set up Email Inbox of the Client for Incoming Emails

After configuring the email server details and whitelisting IP, the consultant can set up the Email inbox for the
client from which Collection Analysts can access emails received from their customers. Collection Analysts can
access account or customer emails [link] steps to set up email inbox.

[Link] Raise a request for creating email inbox

The Consultant will start by setting up a separate mailbox, Gmail ID, or account that is specific to the
Collections account to access the customer emails received by the Collection Analyst. The Consultant will
follow the [link] steps to raise a request for mailbox setup.

[Link] Setting up of Email Inbox for the Client

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 ● Setting up of Email Inbox in the Administration
The Email Inbox Configuration will be available in the Account cloned from the Gold Account under the
Administration tab in the Highradius application, by default. You can skip to the next step if the Email
Inbox Configuration is already displayed under Administration Tab.

However, if the Email Inbox Configuration is not displayed, you can raise a ticket to SlimFast for a
resolution. If the issue persists, it can be configured manually.

To configure the Email Inbox manually, the Consultant must first configure the Email Inbox Configuration
menu under the Administration menu. Run the query for Configuring the Email Inbox Menus and Buttons
in the Database (DB) in the required schema and provide the account ID and account name as
required. If the menu is already present, run the queries only to map the menu to the account and the
security roles to the buttons. For more details, refer to Creating New Menus and Assigning to Users.

● Setting up of Email Inbox for the Client Account

You can configure the email inbox for an account from Administration > Email Inbox Configuration >
Inbox Configuration. Refer to [link] steps for the configuring email inbox for the configuration steps.

[Link] Set Up auto-forward of Emails in Client analysts’ mailbox

To ensure all customer claim emails are continuously flowing into the account-specific mailboxes set up by
HighRadius, Consultants must set up auto-forward rules in all Collection Analyst’s mailboxes so that Collection
Analysts need not forward the emails to HRC manually.

The Consultant must set up the auto-forwarding for Collections specific emails. They will work with the client’s IT
team to set up the auto-forwarding rules from the Collections mailbox to the Highradius mailbox.

After the auto-forwarding is set up, the Email Inbox must be monitored for a few days, and confirmed with the
client to ensure everything is working properly. The best practice is to count the number of incoming emails per
customer within 24-hour or one week and confirm with the client if the same emails flowing into HRC’s email
inbox are flowing into their own mailbox such as Gmail or Outlook.

[Link] Setup auto-linking rules in account-specific mailbox

Collection Analysts from the account will automatically forward emails from all selected customers to the
account-specific mailboxes set up by HighRadius. The mailboxes must be mapped to specific customers since
there is a common mailbox for an entire account, that is, all Collection Analysts can view all emails at one
place.

The incoming emails are mapped or linked to the right customer through auto-linking. Enabling auto-linking
ensures that when emails are received in the Highradius inbox, they are automatically linked to the correct

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customer name based on the domain name identification and mapping. If Collection Analysts do not know
which customer the email belongs to, they can identify the sender from the email address.

The Auto-linking agent links an email to a customer based on the pre-configured system rules. There are
multiple rules available in the system. For example, auto-linking can be performed according to the customer
email domain name, saved contacts in the Highradius system, or customer numbers. To segregate customer
emails, Consultants must [link] configure auto-linking rules on each incoming email before the auto-linking
agent is run.

The Consultant will refer to this [link] steps to enable the inbox functionality.

[Link] Advanced Features Configurations

Advanced Search for Email Inbox

The Advanced Search feature is used to filter specific records based on the fields displayed in the Advanced
Search panel. For example, Customer Number, Customer Name, Company Code, Email Identifier, Collection
Owner, Collection Processor, and so on. With Advanced Search, users can search for a particular record easily
and make changes wherever required. You can configure filters in the Advanced Search panel for users to
save filters and obtain records fulfilling the search criteria. Users can also define the filter visibility as All, Default,
or My Default. If the visibility of the filter is set as My Default, the user can only search for the data that fulfills the
search filter criteria in the grid. Steps to configure are [link] steps to configure advanced search for email inbox.

Downloading Emails from Inbox

Collection Analysts can attach incoming emails to other business correspondences. The Download Email
button in the Email Inbox tab and subtab allows Collection Analysts to download and attach them as required.
This feature allows Collection Analysts to download emails as .eml files or multiple emails as a .zip file.

Set up Tooltips for Email Attachment Names

All attachments in the Email Inbox tab and subtab are displayed in the Attachments field in the grid as
alphanumeric sequences such as A1, A2, and so on since the original name of the files are very long. Since the
Collection Analyst deals with multiple emails throughout the day, a tooltip displaying the original names of the
files can be very helpful. When the user hovers over the attachment, the tooltip displays the full name of the
email attachment including the file extension. Consultants can configure this using [link] steps to set up tooltips.

Loading Historical Emails at cutover

Collection Analysts can maintain Collections email history in HRC even before they started using Collections
Cloud. Using this feature, they can send their list of historical emails to HRC. Consultants can configure this using
[link] steps to configure historical emails.

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Capturing the Email Body as An Attachment
Collection Analysts can send emails as an attachment internally by capturing the email body as an
attachment. By running this query, every email will be available as an attachment in the Email Inbox.

Marking Emails as "No Action Required"

The Action Status column in Email Inbox tracks the action taken on an email. This column currently supports the
following three values:
Blank: When no action is performed on the email and the column is left blank.
Responded: This status is displayed for emails that have responses recorded for them.
No Action Required: This status is displayed for emails that require no action. The emails are marked to
inform that the Collection Analysts need not act on these emails.
This is an optional feature, refer to [link] Mark Emails for more details.

Chapter 7: Outbound Integration Configuration

Outbound integration configuration refers to setting up a system for sending outbound data or files outside the
system.
ERPs(Enterprise Resource Planning), Collection Analysts, HighRadius Collection Cloud, and Third Party Agencies
are the four key pillars of the collection process for any HighRadius enterprise collection client. To conduct a
smooth collection management process, a systematic data flow between the client’s ERP to HRC and from the
HRC to the client and third party agencies is required. Chapter 4 explains how the data flows from the client’s
ERP to HighRadius Collection Cloud. The HighRadius system processes the data to generate recommendations
of actions and automations as explained in Chapter 5. Collection Analysts work on the HRC system for
collection related activities on a daily basis as mentioned in Chapter 6. In the next step, the following data or
files are sent out from the HRC system to the client and third party agencies to meet the collection goal:

1. Customer related data exchange with third party agencies: Even after taking all possible actions by
Collection Analysts, there will be a list of invoices of different customers, which cannot be collected.
These data are shared with a third party agency for collection. With this feature, HighRadius exchanges
data seamlessly with third party agencies through CADE( Collection Agency Data Exchange).

2. Custom Map Query reports: Collection Analysts and collection managers need various reports about
different collection items such as disputed invoices, payment commitments, bad debt of customers,
collection notes, status of customers regarding payment, credit utilization status of customers, Collection
Analyst’s productivity, and so on for different purposes such as understanding the team's performance,
understanding customer’s behavior, decisions around work redistribution, customer’s bad debt, and so
on. Some of these reports are present as out-of-the box dashboard and reports in the Analytics UI of the

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 Highradius system. If out-of-the box dashboard and reports do not meet the client’s requirement, there
will be two scenarios as follows:
a. Create custom reports and make them available in the Analytics UI for that client. It is subject to
approval from the ValCom committee.
b. Create custom reports and share with the client through email or SFTP upload periodically such as
daily, weekly, monthly, and so on. These reports are known as custom map query reports because
the data is fetched using a custom query specific to the client's requirement. This method is
preferred when the previous scenario is not approved but the report is critical for the client.
So, custom map query reports and sharing the customer data with third party agencies using CADE are the two
outbound integration configurations performed by Consultants, if applicable.

Chapter 7.1 Send Delinquent Customers Data to Third Party Agencies

At times, Collection Analysts fail to collect all the collectibles despite taking stringent actions on customers. In
such scenarios, third party agencies are required. Currently, the process is tedious as Collection Analysts log in
to third-party portals and provide the details such as Customer Number, Contact information, outstanding
invoices and their attributes required by the third party agencies. They check the status and comment on the
customers or invoices to stay updated. Since the process is manual, it is time consuming and prone to errors.

The Highradius Collections Module uses CADE (Collection Agency Data Exchange) to exchange information
between the HighRadius Collections and Third-Party Agencies (TPA). This feature allows Collection Analysts to
engage the services of a third-party Collection Agency to help them collect the due amount from delinquent
customers after exhausting all collection attempts.

Collection Analysts Consumed by TPA

1. Mark
accounts
that are to 3. Return file with updates
be turned
over
Daily single Individual
HighRadius
file extract of Account 2. All 4
Collections
turned-over Statements documents
Cloud End of
the day
Shared ftp server of TPA
Daily single Individual
file extract of Invoice PDF
revoked Copies

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CADE automates the task of placing customers for the services of the TPA(Third Party Agency), receiving
updates from the TPA, and displaying them in the HRC. Hence, Collections Cloud becomes the only point of
contact for Collection Analysts even for following up on customers transferred to a TPA. Accounts employing
Third-Party Agencies (TPA) to support their own Collections teams, especially in cases of severely delinquent
customers, can place a subset of open invoices on a customer to these agencies. This allows them to transfer
the invoices that have reached a certain age to the TPA while they continue to work on the remaining invoices
of the same customer.

7.1.1 Setup data transfer between HighRadius and third party agencies
Third Party Agency: Agencies, which are not part of the original contract but helps in recovering funds that are
past due.

Setting up the data transfer between Highradius and Third Party Agencies is broken in below 3 steps:
1. To set up the outbound data transfer, the Consultant will refer to [link] steps to setup outbound data
transfer from HRC to third party agencies.
2. To set up the inbound data transfer, the Consultant will refer to [link] steps to set up inbound data
transfer from third parties to HRC.
3. To set up the action button for the Collection users, Consultants can refer to [link] steps to setup TPA
transfer action button and column in the worklist layout for Collection Analyst security role(s).

7.1.2 Setup programs to transfer package containing customer summary file, individual statements to the TPA

When the customer is transferred to the TPA, the customer details as a package is shared with the TPA, which
involves the Customer Summary and the Account Statement. Consultants can refer to [link] steps to configure
the agent to transfer the customer package to the TPA.

Chapter 7.2 Custom Map Query Reports Configuration

Custom map query reports are created and shared with clients periodically through email or SFTP uploads
based on details specified during the design phase. Examples of custom map query reports are customer level
notes, a disputed invoice with a reason code, payments coming in the first three business days, bad debt of
customers, and so on. During the design phase, the client finalizes the custom map query report requirements
with frequency and mode of sharing, that is, email or an SFTP upload. Consultants schedule these reports based
on the design specification.

The important components of custom map query report configurations are:

1. Query to fetch data
2. Mode of sharing and details such as SFTP location, and email ids

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 3. Schedule of sharing, that is time and day. For example, at 8:00 AM CST, Monday to Friday

The Consultant can refer to [link] steps to configure scheduled custom reports.

Chapter 8: Configs Migration from UAT to Production

After the UAT is completed, the Consultant must migrate the same configuration to the Production
environment. The cloning tool enables the consultant to migrate the configurations from the UAT to production
to avoid implementing the same configurations in the production environment.

Chapter 8.1 Prerequisites for Configs Migration from UAT to Production

Consultants will need access to the Account Setup Tool for the target environment as the cloning takes place
from the Account Setup Tool screen. This section guides Consultants through the process to obtain access to
the account setup tool and understand the flow for Product mapping for an account.

Consultants will follow the [link] steps to migrate configs from UAT to Production to obtain access to the account
setup tool and perform the required Product mapping for an account.

Chapter 8.2 Migrating Common Configs from UAT to Production

The common configurations contain the Tabs, Menus, Buttons, Fields, Layout, Action Security, and so on that
must be available in the Production environment to ensure the availability of menus and tabs. This section
guides Consultants through the migration process of the common configurations from the UAT to the
production environment.

Consultants will follow the [link] steps to migrate common configurations.

Chapter 8.3 Migrating Product-Specific Configs from UAT to Production

The product Logical Functional Unit (LFU) contains all the product specific configurations. Consultants will
implement the product configurations in the UAT, and migrate them to the production environment. This
section guides Consultants through the migration process of the product specific configurations from the UAT to
the production environment.

Consultants will follow the [link] steps to migrate product specific configurations and to do a cache reset.

Chapter 9 Analytics

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Chapter 10 Collection New Algos

Collection Analyst’s planner is filled with numerous activities such as calling customers, sending emails,
analyzing a number of customers in his/her portfolio. At the beginning of the day, the Collections Analyst must
plan the day before reaching out to customers for collection. The HighRadius Collection management system
provides an out-of-the box algorithm to prioritize customers and generate a worklist in the order of criticality for
collections. This algorithm takes different parameters as inputs such as past due amount, average days
delinquency, customer’s risk profile, # of payment commitments violated, etc. to generate a score against
each customer. Customers are then stack ranked based on the score. It also takes collector’s bandwidth,
customers’ preferred mode of contact and average time spent across collection activities into consideration to
assign customers and suggested actions to collectors.

The HRC system uses the following steps to create a data driven prioritized collection worklist:
● Stack Ranking of customers: Customers are stack ranked based on the historical AR data and customer
master data. The Historical AR data has details of customer’s payment behavior. The customer master
data provides information about the customer's risk profile collected by clients from different credit
agencies. A set of variables are identified from AR data and customer master data. These variables are
used in Linear Equation/Regression models to generate a score against each customer. Based on the
score, customers are stack ranked.

● Collector Allocation to customers: Once customers are stack ranked, they are assigned to collectors
based on collector’s bandwidth, customer preferred mode of contact and time taken to complete
different kinds of actions such as call, email etc. Each collector’s bandwidth would be finite for a period
of time, so he/she can work on a fixed number of customers for that period. That’s why these
parameters are taken into account while allocating collectors to customers. Bandwidth in hours, leave
plans and potential re-assignments are considered for each collector every week. Collector’s available
bandwidth is allocated across various Suggested Actions such as Calls (50% of bandwidth),
Personalized Emails (30% of bandwidth), Automated Email Reviews (5% of bandwidth), and Other
Actions (15% of bandwidth). The percentages are default values and are adjustable at the account
and the Collection Analyst levels.

Consultants can refer to the Collections Automation Algos Discovery OPERA for more information.

Chapter 10.1 Stack Ranking of Customers

As explained above, stack ranking of customers means creating a priority order of customers based on a score.
This score is calculated by Linear Regression model using input variables calculated from customer’s AR data
and customer master data.
In simple terms Linear Regression is a linear combination of variables such as

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Score= a*X+b*Y where score (currently not prediction) is the result of summation of input variables X and Y
multiplied by coefficients “a” and “b” respectively.

As of now HighRadius uses a linear regression model to stack rank customers using different variables. In future
more models could be added.

To stack rank customers following configurations are needed:

1. Configure Customer pool
2. Setup model configurations
3. Map models to customer pools
4. Setup model variables

10.1.1 Configure Customer Pool

Customer pools are logical groupings of customers based on parameters such as company codes, location,
type of business etc. Since a client can have diversified business spread across geographical locations and
different collection teams, customer pools are created to stack rank each customer within its pool. It will have
better relevance as compared to stack ranking across all customers. Ex- Say coca-cola has customers in two
regions North America, Australia and New Zealand(ANZ). It would be more logical to run stack ranking of
customers separately for North America and ANZ because their mode and scale of operations would be
varying. A higher weighted region in terms of number of invoices and invoice amounts may take precedence
over the importance of customers from another region when put on the same scale.

Following are simple steps to create/edit/inactivate/activate a customer pool.

1. Create a customer pool: You need to specify the name of the pool, logical meaning of the
pool, filter criteria (conditions such as company code=”US01” to select customers for that pool.
2. Edit a customer pool: You can update the description and filter criteria of an existing pool.
3. Inactivate Pool- A pool can be inactivated in case it is not required.
4. Activate Pool- An inactive pool can be activated using this functionality.

Once you do any of the above steps, click on “Run now” button to ensure customer pool allocation is done in
the system as per latest setup.
You can refer to the first page of the mockup screen to understand the UI.

10.1.2 Setup model configurations

What is a model? A Model is a mathematical function where you provide some input and it will produce an
output based on the internal working of the model. As mentioned earlier, the HighRadius system uses a linear

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regression model to give a score to each customer which is used for stack ranking customers with an example
of a linear regression:
Score=a*X+b*Y
Score is the output of summation of input variables X and Y multiplied by coefficients aka weights “a” and “b”
respectively.
There can be different types of models other than linear regression such as polynomial regression, decision trees
etc. Along with different types of model, there can be different sets of variables, their weightages and
mathematical relation such as addition or subtraction or multiplication etc. All these factors are decided by the
underlying data. So there can be different models for different customer pools. These models can be of
different types, with different variables, different mathematical relations etc. To accommodate all these, the
HighRadius system provides functionality to configure models to be used for stack ranking.

Following activities can be done in model configuration menu:

● Add a new model: User can add a new model. User needs to provide the following details:
○ Model name
○ Description-Logical description of the model
○ Model Type- If the model is linear regression, polynomial regression, decision tree etc.
○ Model configuration: User needs to select variables (out of the box set of variables will be
available by default. For any other variables, set up variables referring to chapter 10.1.4),
provide description of the variable and set weightage( “a” and “b” of equation Score=
a*X+b*Y). Sum of weightage must be 100. Since the HRC system has Linear Regression
only as of now, the configuration options are present accordingly.
● Edit existing model: You can edit the already added model’s configurations through the “Edit”
button. This would be used when you find that you may need to change the weightage of
variables based on change in patterns of customer. You may also want to add or remove
already configured variables.
● Inactivate a model: “Inactivate” button can be used to disable a model if the model is not
required. Ex- User configured a linear model with a set of variables today but later finds that the
current business scenario is not suited for the existing model. User selects the model and soft
deletes using the “Inactivate” button.

You can refer to the second page of mockup screen to understand the UI.

10.1.3 Map models to customer pools

You can refer to Chapter 10.1.1 to know the relevance of the customer pool and the need of stacking ranking
of customers within a pool. Just to recap, Customer pools are logical grouping of customers based on
parameters like company code, locations, supervisors etc.

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To map models to customer pools, users need to follow simple steps inside “customer pool model mappings”
menu under “Collections Algos Configurations” menu:
1. Map models: Select one or more customer pools and map models by clicking the
“Add/Change Mapping” button and selecting the model from the dropdown and submitting it.
The list of models in the dropdown will be the set of active models configured in the “model
configuration” menu.
2. Remove mapping of model to a pool: If customer pool has to be removed from mapping then,
select customer pool and click on “Remove mapping”.

You can refer to the third page of mockup screen to understand the UI.

10.1.4 Setup Model Variables

How do you decide which cellphone to buy? You may consider battery capacity, memory, size of the screen,
version, brand, and so on as your parameters. You will also compare different phones based on these
parameters before making a decision. These parameters are known as variables that define a phone’s
capability. Similarly in Collections, there are many parameters that impact the overall importance of a
customer for collection such as Total Past Due Amount, A/R Aging, Customer Risk, Promise to Pay Violations,
Open Receivables Amount, Disputed Amount, Open Promise to Pay Amount, Broken Promise to Pays, Past Due
Invoice Count, Disputes Count, Upcoming Past Due, and so on. Refer to the Appendix section of this document
for variables’ definitions.

The client considers a few of the above variables to prioritize customers for collections such as total past due
amount, aging buckets, and others. Moreover, it is not easy or obvious to calculate the weightage of the
variables.

The objective of the HighRadius Stack Ranking Algorithm is to take the right variables that correlate to the
outcome along with the relative importance of the variables into account. In essence, a data and analytics-
driven decision by exploring 1+ years of historical data vs a Client collections manager human judgment
model.

Following are the set of variables derived from the laundry list of variables for the default stack ranking model to
calculate the Collections Score for all HighRadius clients:

Collections Score = 0.45*WCPD-N + 0.25*P2PV-N + 0.15*Risk-N + 0.10*WADL-N + 0.05*UCPD-N

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 ● WCPD-N: Weighted Clean Past Due Amount - Normalized
● P2PV-N: Promise to Pay Violations - Normalized
● Risk-N: Customer Credit Risk - Normalized
● WADL-N: Weighted Average Days Late - Normalized
● UCPD-N: Upcoming Clean Past Due - Normalized

Refer to the Appendix section of this document for variable definitions.

What does “Normalized” mean here? All these variables vary in magnitude. WCPD may be in the order
of 10^5- 10^6 because it is the sum of each Past due invoice’s amount multiplied by days past due.
UCPD may also be in the order of 10^4-10^6 for most of the customers. Risk is a class with value as Low,
Medium and High which is numerated as 0, 50 and 100. WADL will be anything in the range of -50 to 100
in most of the cases. P2P-V will be in the range of 0-100 for the majority of cases. If we just do the
addition after multiplying weightages it would be highly biased by WCPD and UCPD as these are in
order of millions. To solve this problem all these variables are normalized in the range of 0-100 where 0 is
given to lowest value and 100 is given to highest value so that all variables are spread linearly.

Customer WADL WADL-N

Cust #1 6 days 50

Cust #2 -2 days 0

Cust #3 25 days 100

Cust #4 3 days 25

Cust #5 15 days 75

Table 10.1.4 Example of Normalization

To configure variables, you need to navigate to the “Model Variables” menu under “Collections Algos
Configurations” menu.
Above listed variables are out of the box variables. It will be present as default and users will need to
provide the desired weightages against the variables.

If the user however wants to configure additional/variables apart from the OOB variables, following
steps need to be performed to add a new variable, delete or edit existing variables:
1. To add a variable,
a. A user needs to specify the source field of the variable( source field here means
the existing column of the database where the value of this variable is getting

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 stored) from [Link] name will be auto populated from the
database.
b. User needs to provide a logical description of the variable.
c. User needs to select the destination field of the variable(the field name of
derived_data table where this value needs to be mapped).
d. User also needs to select the normalization algorithm. This algorithm brings values
of that variable between a range such as 0-100. Example of such an algorithm is
min-max scalar where 0 will be assigned to lowest value and 100 will be assigned
to highest and others spread linearly in between 0-100. For customer master
attributes such as Customer Risk, ECI transformation needs to be done to assign
numeric values to values like Low, Medium, High to 0,50,100 respectively.
2. If a variable is no longer needed, users can select the variable and delete it from the UI.
This variable will no longer appear under model configuration dropdown for variables.,
3. In case a variable’s configurations need to be updated. Users can select a variable from
the list and update configuration from the UI using the “Edit Variable” button.

You can refer to the fourth page of mockup screen to understand the UI.

Chapter 10.2 Collector Allocation to customer

Worklist generation is a two step process i.e stack ranking customers in order of priority and assigning
customers to collectors with suggested action (action recommended by system) such as call,
personalized email, automated email etc. We understood in chapter 10.1 why we need stack ranking of
customers and how it can be configured in the system. Just to recap, we stack rank customers using a
collection score so that we can identify relative importance of customers for collection activities and
collectors can take action based on the order of stack rank. Stack ranking of customers solves one part
of the problem i.e to find relative importance of customers for collection. Another part of the solution is
effective assignment of customers to collectors so that a collector doesn’t get overloaded with work or
underworked.

Collections is a relationship driven process between collector and customer. A collector develops a
relation with Account payable teams of customers over a period of time to make collection faster. So
collection teams divide customers into two buckets:
● Named customers: Mostly the high value (high revenue generating) and long term
customers. For these customers, collectors are allocated once and not changed until
there is org structure change or performance issues or collector leaving the organization.
Here a collector would use its relationship to do collection faster.
● Longtail customers: Low value (low revenue generating) and infrequent customers. For

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 these customers, collectors are assigned on a daily/weekly/monthly basis. A collector
could be assigned a different set of customers at different times.

Generally, each Collector is assigned a Customer Portfolio (logical set of Customers) as part of the
Collections Org Structure. Every Client will have their own Org Design based on how they want to
distribute the Customers. For example, some might assign based on geographies such as USA East, USA
West, and so on or based on the segment of Customers such as Large Customers, SMB Customers, etc.

In the absence of an automated system, a collection manager has to do collector allocation on a

daily/weekly/monthly basis along with some kind of action to be taken against each customer based
on the size of the organization. If the collection manager is doing it daily, then it would be too taxing for
him/her. If it is done weekly/monthly, it results in over-assignment and under-assignment of work for
collectors given collection scenario changes on a daily basis due to payment coming from customers,
new invoices generated, disputes raised in between, addition of new customers etc.

HRC collection cloud provides a feature to do effective collector allocation and recommend action
taking into account following important parameters:
1. Collector’s bandwidth/capacity- Number of hours a collector has for collection in a
day/week/month. It also accounts for a collector’s leave plan.
2. Capacity utilization across different activities- It specifies the % of bandwidth to be used
in activities like Call, Personalized email, Automated Email review, miscellaneous
activities.
3. Time taken to complete each of the activities i.e call, personalized email and
automated email review
4. Preferred contact method- Some customers have a specific way to reach out to them.A
Customer doesn’t take any calls and all communication has to happen through emails.
Walmart is one such example. HighRadius system takes care of any Preferred Contact
Method when assigning a Collector and a Suggested Action to a Customer.

You can refer to this link to understand more about the worklist generation logic.

To make HRC system perform worklist assignment effectively, a user needs to:
1. Setup collection activities
2. Map collector to customer pools
3. Configure collector’s bandwidth and duration for each collection activity
4. Manage Collector’s leave plan
5. Set up preferred mode of collection for each customer
6. Assign permanent owner and processor for named customer

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10.2.1 Configure collection activities

A day in collectors’ life involves broadly two types of activities i.e. 1) reaching out to customers via call,
personalized email, automated emails, Fax, SMS etc. 2) performing other non-functional activities
(miscellaneous) such as researching on customers’ account status, reading incoming emails from
customers, creating a P2P, collaborating with Sales etc. Based on each organization’s internal process
and way of dealing with its customers, it decides a set of default activities to be done by the collector
as part of the collection process on a day to day basis.

With HighRadius Collections Cloud, client and the SCon agree on a set of activities a collector would be
doing as part of the collection management process based on the client's to-be collection process. Set
of collection activities are finalized during the design phase to ensure uniformity in action performed by
collectors across the collection management team. It also helps HighRadius to plan for any additional
configurations/development needed to enable any specific collection activity. Each of these activities
will have its own priority based on the client and contact method with different customers. Ex- Starbucks
only sends emails to customers for collection. So the priority of action ‘email’ will be higher than ‘call’ in
this case. It can happen vice versa as well. These activities are recommended as “suggested action” as
part of the worklist based on collector’s bandwidth,customer’s stack rank and priority of these activities.

Following are two configurations for setting up collection activities:

1. Map collection activities to account
2. Map collection activities to customer pool

[Link] Map collection activities to account

Each account will have a set of collection activities finalized during the design phase. Following are the default
list of collection activities:
1. Call
2. Personalized email
3. Automated Email Review
4. Fax
5. Letter
6. Text
7. Website Uploads
8. Miscellaneous

If a client asks for anything other than these activities such as whatsapp, then it will fall in the category of
product enhancement.

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During implementation, a consultant will map these activities to the account using UI with following steps:
1. A consultant needs to open the UI referred to on the 5th page of this link.
2. There will be a screen with buttons to add, edit and delete collection activities.
3. By clicking the “Add” button, a pop up will appear with a list of activities mentioned above. You
need to select the check box of applicable collection activities and save.
Miscellaneous will be ticked as default but it can be unselected if the user wants to.

[Link] Configure collection activities to account’s customer pools

In chapter 10.1.1 we discussed the customer pool. A client can have many customer pools and the collection
management process for each customer pool may vary due to multiple reasons. Those reasons could be legal
compliance of that location, process agreement between customer and client etc. That’s why there is
functionality of setting up collection activities for individual customer pools.

Following configurations can be done as part of mapping collection activities to customer pools:
1. Map collection activities to customer pool
2. Configure priority, bandwidth, duration and snooze time for collection activities

[Link].1 Map collection activities to customer pool

Once a consultant maps collection activity to account, a collection manager can map a subset or all of these
activities to different customer pools.
To do this, a user needs to go to the screen for collection activity mapping at pool level. Users will find the pools
configured for the account. Against each pool, there will be columns for:
1. Number of collection activities- Number of collection activities mapped for the pool
2. Last update date- Last date when collection activities for the pool was updated
3. Last update user- User who updated collection activities for the pool most recently
At this screen, user needs to do the following:
I. Select a pool on the landing screen explained above. It will split into two screens.
II. Click on the add button. A pop up will appear with a list of activities mapped to the account.
III. Select the activities applicable for the selected customer pool and submit. Selected activities
will be added with default priority, duration, bandwidth and activity interval (interval after which
activity should be repeated)
You can refer to the 6th page of the mockup screen to understand the UI.

[Link].2 Configure priority, bandwidth, duration and snooze time for collection activities for each customer pool

Till now, the user has mapped collection activities to each customer pool from a set of activities mapped at
account. System provides a default priority, duration (average time consumed in performing the activity every

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time), bandwidth (% of collector’s time allocated for the activity), activity interval (number of days after the
activity should be repeated). All these can be changed by a user (collection manager) by following these
steps:

1. A collection manager can edit the bandwidth, duration and activity interval just by clicking on
the screen inline and save it using the save button.
2. Each activity has a priority score (10, 20, 30, 40 etc). These numbers are standard. Lower the
score means higher the priority. Collection activities mapped for a customer pool appear on the
screen in the order of priority. Priority can be changed by selecting the collection activity and
using the “Move up” and or “Move down” button. Accordingly the priority score for that activity
changed. Let’s say a customer pool has only three activities configured i.e. Call with priority
score of 10, Email with priority score of 20 and Miscellaneous with priority score of 30. If the user
moves ‘Email’ above the ‘Call’ action, then Email will have the highest priority with priority score
of 10 and call will now have second priority with priority score of 20.

10.2.2 Map Collector to customer pools

One of the key objectives of the new collection algorithm is to effectively assign collectors to customers so that
neither collector is overwhelmed with work nor under utilized. There can be many customer pools created
within an account, the system provides the functionality to map each collector to one or many customer pools
and also set the collector’s bandwidth to be utilized across these pools. This feature ensures that each collector
has customers in his/her worklist based on planned distribution of the bandwidth.

[Link] Distribute collector's bandwidth to customer pools

A collection manager can map collectors to customer pools by following simple steps in the UI:
1. Go to the customer-collector pool mapping UI.
2. Add the list of collectors in the organization by using the “Add” button on the landing page of
this UI.
3. Assign total time for collections (number of hours) per week for each collector.
4. Assign customer assignment capacity for each collector. Customer assignment capacity means
% of collection work to be assigned as compared to the actual capacity. This number can be
more than 100% as well based on individual customer’s efficiency as well as to ensure the
collector's worklist is not empty at any point of time.
5. Select a collector. A screen will appear to assign collector’s bandwidth to customer pools.
6. Select pool from the drop down and assign % of bandwidth to that customer pool. You can
distribute bandwidth to multiple pools but the total of bandwidth assigned across pools must be
equal to 100%. A collector can be assigned to 1 or more than one ppol.

You can refer to the 7th page of the mockup screen to understand the UI for performing above steps.

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10.2.3 Configure Collector's bandwidth and duration across collection activities

How can a collection manager ensure that collectors are utilizing their time effectively on collection activities?
To solve this problem, a collection manager can set the bandwidth of each collector across all the collection
activities done by the collectors. This decision is generally taken based on the status of the business and type of
customers dealt by the collectors. Ex- If a collector needs to go aggressive for the collection then the collector
would need to spend more time on call than normal. If the majority of the customers have email as preferred
mode of communication, collector would need to spend more time on email than other activities.

How can a collection manager ensure that collectors are not provided with too many customers for each of the
collection activities?

A collection manager can take an average estimate of time taken in performing each collection activity every
time. Now based on three parameters i.e. total number of hours for collection, bandwidth for each activity and
duration of each activity, a collector can be assigned the right number of customers for each activity.

Lets understand with an example:

Scarlett is a collector for ABC products. She has 40 hours a week for collection. She is supposed to do 3
activities i.e. call (10 mins each), Personalized Email (5 mins each), Automated Email Review (2 mins) each. Her
manager has told her to spend 50% of her bandwidth on call, 30% on personalized email and 20% on
Automated email review. Call has the highest priority followed by personalized email and automated email
review respectively.

Total number of hours for call= 40*0.5= 20 hours= 1200 minutes

Number of customers to be called= 1200/10= 120

Total number of hours for personalized email= 40*0.3= 12 hours= 720 minutes
Number of customers to be sent personalized email= 720/5=144

Total number of hours for automated email review= 40*0.2= 8 hours= 480 minutes
Number of customers to be sent automated email after review= 480/10= 48

* All the above calculations have been done with assumption of assignment capacity at 100%. If we change it
to 200% then the number of customers will also change to twice of the above calculated number for each
activity.

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As part of collection allocation algo, HighRadius system takes all these inputs from the collection manager for
each collector at customer pool level to assign an appropriate number of customers for each collection
activity from each pool to the collector.

[Link] Configure Collector's bandwidth for collection activities

A collection manager may need to override the collector’s bandwidth distribution across collection activities
assigned as part of [Link].2 i.e. configuring collection activities’ priority,bandwidth,duration and activity
interval for each pool. A collector’s bandwidth distribution across collection activities can be set at customer
pool level because strategy to collect and type of customers in one pool can be different than other pools. It
would need different kinds of bandwidth allocation for collection activities in each pool. Lets say pool 1 has
more customers with call as preferred collection activity and pool 2 has more customers with email as preferred
collection activity. A collector would need more bandwidth for call for pool 1 and for email for pool 2. To set
collector’s bandwidth for each collection activity for each customer pool, following steps need to be
completed in the UI by the user:
1. Go to the collector activity config screen.
2. Select customer pool. You will find the list of collectors assigned along with % bandwidth
allocation for each activity based on contact method configuration and default values for this
pool under the “Customer Bandwidth” tab.
3. Select the collector.
4. Update the bandwidth distribution % of each activity and save. You will see the number of
collectors with bandwidth override number on the landing page of collector activity config
screen.

[Link] Configure Collector's duration across collection activities

A collection manager may need to override the collector’s duration of each of the collection activities
assigned as part of [Link].2 i.e. configuring collection activities’ priority,bandwidth,duration and activity
interval for each pool. Time taken by a collector to perform each collection activity can be set at customer
pool level because type of customers and preferred mode of contact in one pool can be different than other
pools. Collector may need to spend different durations for the same collection activity for collection activities in
different pools. To set time taken by collector for each collection activity for each customer pool, following
steps need to be completed in the UI by the user( collection manager):
5. Go to the collector activity config screen.
6. Select customer pool. You will find the list of collectors assigned along with % bandwidth
allocation for each activity based on contact method configuration and default values for this
pool under the “Customer Activity Duration” tab.
7. Select the collector.

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 8. Update the duration of each activity and save. You will see the number of collectors with
duration override number on the landing page of collector activity config screen.

You can refer to the 8th page of the mockup screen to understand the UI for performing above steps.

10.2.4 Manage collector’s leave plan

What happens today if a collector goes on leave?

A collection manager has the ability to re-assign owners/processors for the portfolio of that collector. If it is not
done then those customers remain untouched for days increasing the past due amount.

As part of the data driven collection process, HighRadius system provides the functionality to automate the
process of customer assignment to other collectors. A collector or collection manager can apply for leave
through the HighRadius system and assign customers from each of the customer pools, he/she is responsible
for, to collectors from those pools.

To use this functionality, a user has to do the following steps in the UI:
1. Go to the collector leave plan menu. On the landing screen, you will see a list of collectors on
leave, collectors assigned on behalf of the collector on leave to customers from each customer
pool, as well as “from date” and “to date”.
2. Click on the “Add” button to add leave for you(collector) or on behalf of a collector if you are
the supervisor. A screen will appear to add the details of leave.
3. You can select the collector's name( if you are a supervisor) from the dropdown . Otherwise your
name will be present by default if you are a collector.
4. Select leave start and end date.
5. If you want to assign your customer to other collectors, you need to select the customer pool
from the dropdown( it will have a list of customer pools you are allocated).
6. Select “Re-Assign to collectors” option. You will find a list of collectors appearing with check
boxes.
7. Select the collector’s name you want to re-assign your customers from the selected customer
pool. The collectors coming in the list will be the collectors mapped to the selected customer
pool.
8. Click on the submit button. It will reassign all customers from the customer pool to the selected
collectors for the time period of leave start date and end date.
9. You need to repeat these steps to assign customers to other collectors for all the customer pools
you are mapped to.
10. Same steps can be followed to re-assign to supervisors in case of leave.

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If you don't want to re-assign all of the customer pools or subset of the customer pools, you can choose the
option “Don’t re-assign” after adding leave details and submit.

You can refer to the 10th page of the mockup screen to understand the UI for performing above steps.

10.2.5 Setup Preferred collection Activity

As mentioned earlier, a customer can have preferred modes of contacts. Some customers only want to be
contacted by email or fax but no call. Some customers might prefer only calls and email but no other means.
HighRadius worklist generation algorithm takes preferred collection activity into consideration while generating
the worklist. You can refer to this to understand it better.

In the current HighRadius system, there is functionality of setting preferred mode of communication at each
customer. Let’s say Walmart is a customer which doesn’t want to call but wants other methods such as letters,
faxes etc. HRC system will provide the functionality of mapping preferred collection activities at customer level.
This information is further consumed to generate a worklist.

Preferred collection activities can be mapped through Administration Menu. User need to do following steps:
1. Go to Administration Menu>Manage customers>Manage Assignment.
2. Select one or more customers and click on “Edit Preferred Collection Activity”. A popup with list
preferred collection activities will appear.
3. Select the checkboxes of activities to be set and submit.

You can refer to the 9th page of the mockup screen to understand the UI for performing above steps.

10.2.6 Assign permanent owner and processor for named customer

In the collections world, a collector develops a rapport with the account payables’ team of customers to
reach ultimate collection goals of any organization i.e. faster collection, reduction in bad debt. For any
supplier/manufacturer, mostly 20-30% of customers generate 80% of revenue. These customers are known as
named customers. Strategically, collectors for these customers aren’t changed frequently unless there are
situations like performance issues, collectors leave the organization etc.
HighRadius system also provides this functionality to assign permanent processors to the named customers so
that during worklist generation named customers get allocated to the same collectors everytime.

User can assign permanent owner and processor for named customers by following steps:
1. Go to Administration Menu>Manage customers>Manage Assignment.
2. Select one or more customers and click on “Assign Default Owner/Processor”.

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 3. Choose the processor name.
4. Select the checkboxes saying “Permanent processor assignment”.
5. Owner can be selected from the dropdown list of owners or based on the supervisor of the
processor can be chosen as owner.

You can refer to the 9th page of the mockup screen to understand the UI for performing above steps.

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