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Release Twelve The Global Business Release: A New Financial Architecture

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Overview Advanced Collections

Copyright 2006, Oracle. All rights reserved.

What is Oracle Collections?


Proactive and targeted contact methods through multiple channels Single Schema with A/R for delinquency data, payment processing, aging buckets Complete customer view Tasks, Notes, Interaction History, Territories, UWQ Automated Scoring, Dunning, Follow-up Tasks Real-time access to iPayment for credit card, EFT transfer Reporting - Customers, Agents, Due Diligence, Campaigns Best collections practices

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What is collections?

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Collections Panacea
Visibility across Business Units True view of customer Built-in efficiencies Implement new strategies Competitive advantage Automation of Collections Process Optimization Improve Customer Experience

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Oracle Solution Process Flow:


Customer Delinquencies

Collections Manager

Collection Strategies

Campaigns Segments Intelligence

Collections Admin

Collection Scores Dunning Strategies Territory Assignment Sales Service Customer Mgmt.

Collections Agent

CTI Calls Tasks

Universal Work Queue

eBusiness Center

Collections

Payments Disputes History Notes

Collections Manager

Update Strategies

Reports/ Intelligence

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3 Major Flows
Collections Manager Scoring, Dunning, Reports Collections Agent Review History and Contact Customer Additional Strategies Marketing and Self Service

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Oracle Solution Process Flow:


Customer Collections Scoring
Create Scoring Components Build Scoring Engine Generate Customer Score Customer Delinquencies

Dunning Plans
Create Dunning Letters Create Dunning Plan Execute Dunning Plan

Dunning Letters Sent

Aging Bucket Collection Score Range Dunning Letter Fulfillment Method Callback ?/ Days
Payment Processing Update

UWQ Task Creation

Tasks Callbacks

Agent Assignment
Define Territories

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Collections Automated Processes


Create Delinquencies Score Customers Age Delinquencies Track Promises to Pay Execute Dunning Plans Process Payments Create Call Backs (broken promises, dunning) Create Follow-up activities Triggered Campaigns

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Customer Collections

eBusiness Center
Org, Person, Address, Relationship

Collector Login/ Navigator

A/R

Delinquencies/ Payment Status


Collections

Payments/ Disputes

Sales & Service Collections Tab Order Capture

Universal Work Queue

Collections Functions

Collections Profile

Histories

Pay on Account

Pay on Invoice

Notes

Tasks

iPayment Reports

Authorization

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Define Additional Strategies


Customer Scoring in Collections Discoverer 9i Data Mining

Self Service
E-Mail Collection Campaign Dunning Letters Sent

Campaigns Defined in OMO

Target Lists Generated

Campaigns Executed

Team Queues
Geography, Product Industry
Assign Collector to Campaign Assign Campaign Outcomes

Advanced Outbound Campaign

iReceivables

Credit card authorization


iPayment Universal Work Queue A/R Balances Updated Collections View / Pay / Dispute Invoices

CTI Screen Pop Progressive Dialing

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Customer Invoice to Cash

Delinquency to Payment
Apply Strategy to Apply Strategy to Delinquent Items Delinquent Items
Concurrent Program Possible Levels: Delinquency Bill-To Location Account Customer
IEX200 IEX200

Score Delinquent Items and Assign Work Items


Score Delinquent Score Delinquent Items Items
Concurrent Program Possible Levels: Delinquency Bill-To Location Account Customer
IEX100 IEX100

Assign Strategy Assign Strategy Work Items to Work Items to Delinquent Items Delinquent Items
Concurrent Program Manual Work Items(Phone Calls etc) Automatic Work Items (Dunning Letters etc)

IEX300 IEX300

Collections

Manage Collections
Review Delinquent Review Delinquent Customer Records Customer Records
Delinquent Items (Several Levels) (Broken) Promises Interactions, Aging, Disputes, Adjustments, Tasks, Notes, Payments, Receipts at Risk, etc.
IEX400 IEX400

Manage Payments
Interact with the Interact with the Customer Customer
Record Interaction Record Promise to Pay or Payment Record Dispute, Adjustment Record Task, Note Send Copy Invoice, Send Copy Dunning Send Statement
IEX500 IEX500

Manage Collections
Initiate Initiate Later Stage Later Stage Delinquency Action Delinquency Action
Restatus Later Stage Delinquency Customers Assign to Manager/Specialist
IEX999 IEX999

Reconcile Promises Reconcile Promises and Payments and Payments


Concurrent Program Creates Broken Promise in UWQ if Promise was not kept Invoices are no longer labeled as delinquent if they were fully paid.

IEX600 IEX600

Collections, Receivables
Collections Agent

Collections

Collections

Not in Scope

Collections Forms Administrator Accounts Receivable Clerk

Customer Invoice to Cash Credit Approval to Customer

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Customer Balance
Customer : Customer : CDS Inc Balance due 332198.81

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Scoring
Scoring Criteria Weight Range low Range high Score value

Overdue /Total outstanding

0.2

0 0.01 10.01 20.01 -99999 0.01 100.01 1000.01 5000.01 0 1.51 2.51 -99999 0.01 10.01 50.01 100.01

0 10 20 100 0 10 1000 5000 999999 1.5 2.5 3.5 0 10 50 100 999999

100 50 20 0 100 90 50 30 0 100 50 0 100 90 50 20 0

Amount overdue

0.3

Risky code

0.1

Late days lastest invoice

0.4

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Scoring Analyze
Scoring Criteria Overdue /Total outstanding Amount overdue Risky code Late days lastest invoice Weight Customer valueScore value 0.2 0.3 0.1 0.4
100 0

332 198.81

Low 08-2006

100 0

Calculation : (0.2*0)+(0.3*0)+(0.1*100)+(0.4*0)=10

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Strategy
Strategy type ADS Customer Soft Collections Strategy ADS Customer Moderate Collections Strategy Note 80 to 100 50 to 81

ADS Customer Hard Collections Strategy

1 to 49

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Universal work queue

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Collection screen

Customer standard button For review or update Customer

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Collection screen

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Collection screen

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Collection screen

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Collection screen

Customer standard button For review or update Customer

Detail button For review Customer account


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Collection screen

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Collection screen

Transaction button For review invoice detail, enter a promise or a payment, send a copie

Adjustment Processing button For enter a adjustment

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Collection screen
Payment Processing button For enter a promise or a payment

Full screen button

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Collection screen

Lifecycle Tab To declare bankruptcy or litigation for a customer

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Collection screen

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Collection screen

Notes Tab To create a note

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Collection screen

Tasks Tab To create a addition task in your or a colleague workqueue

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Release Twelve The Global Business Release: A New Financial Architecture


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Release Twelve Advanced Collections

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Copyright 2006, Oracle. All rights reserved.

New and Changed Features for Advanced Collections


Multi-Org Access Control Uptake of Cross Operating Unit Initiative New Implementation Checklist and Setup Screens Improved Payment Processing and Customer Funds Capture Use of Oracle Territory Management to Define Collections Territory Hierarchy Migration of AR Collections Functionality into Advanced Collections

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Multi-Org Access Control Description


Multi-Org Access Control (MOAC)
Uses of Multi-Org Access Control global security profiles that define users access to customer data and business transactions. Provides access to unlimited number of operating units within a single applications responsibility. Enables shared services while maintaining operating unit security

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Multi-Org Access Control Benefits


Improve efficiency
Easily access data from different operating units Improve Shared Services operations

Provide complete information for decision making


Global consolidated view of data across operating units

Reduce Costs
Cut down processing time

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From Multi-Org To Multi-Access


Perform multiple tasks across operating units without changing responsibilities
Belgium
Legal Entity

Holland
Legal Entity

Denmark
Legal Entity

Belgium
Operating Unit

Holland
Operating Unit

Denmark
Operating Unit

Tasks
Collections Invoices & Payments

Responsibility Responsibility Single Responsibility Responsibility

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Multi-Org Access Control Setup and Process


SETUP PROCESS Login into a responsibility

Define security profile & assign operating units

Run Security List Maintenance

Open Application

Assign security profile to responsibility or user

Application checks access privilege

Define operating unit preference (optional) Enter data for operating units
Automated process

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Multi-Org Access Control Setup Create Operating Unit


Financials Accounting Setup Manager

OR

HRMS Organization Form

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Multi-Org Access Control Setup Define Security Profile

Classify Select Organization Operating Unit as operating classification unit

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Multi-Org Access Control Setup Run System List Maintenance

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Multi-Org Access Control Setup Set Profile Options


Profile Value Description Identify the list of operating units that the user can access

MO: Security Profile

MO: Default Operating Unit

Identify the default operating unit for the user when accessing an application R11i profile option that will be maintained

MO: Operating Unit

for those products and customers not leveraging Multiple Organizations.

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Multi-Org Access Control Dependencies and Interactions


Oracle HRMS
Define operating units Set up Multi-Org Security Profiles

Oracle E-Business Suite Products


Take advantage of the benefits of Multi-Org Access Control

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Multi-Org Access Control Dependencies and Interactions


Product Name Leveraging Multi-Org Access Control feature
Advanced CollectionsGlobal collections agency with consolidated view of customer accounts and collection tasks for multiple operating units. Purchasing Receivables Accounting Setup Manager Payables Ability to negotiate discounts armed with consolidated requisition demands. Provide global information for decision making purposes with new cross-org reports. Create ledgers and operating units through the Accounting Setup Manager Reduce processing time with the ability to enter invoices for multiple operating units without switching responsibilities. Reduce processing cost with the ability to pay invoices for multiple operating units in a single pay run.

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Multi-Org Access Control Summary


Access multiple operating units within a single application responsibility Perform tasks for and across multiple operating units
Enter transactions Process data View information Run reports

Increase effectiveness of Shared Service Centers


Benefits

Improve accessibility Increase information for decision making Reduce costs


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Cross Operating Unit Initiative Description


Cross Operating Unit Initiative
Users of Advanced Collections will have visibility to one or more operating units associated to a customer. Data can be displayed within one operating unit or across all operating units.

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Cross Operating Unit Initiative Description


NEW

Operating Unit List Of Values

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Cross Operating Unit Initiative Benefits


Increase Efficiency
Better visibility into customer data Collections activities such as strategies and work items, dunning letters, and collections calls can incorporate transactional and customer data from different operating units.

Reduce Cost
Perform processes quicker

Improved Customer Experience


Provide continuous service without transferring calls All information available to a collector

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Cross Operating Unit Initiative Dependencies and Interactions


Oracle Universal Work Queue
Set up Quick Filters for Advanced Collections Universal Work Queue Nodes

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Cross Operating Unit Initiative Summary


Cross Operating Unit Initiative provides: Increased Efficiency
Better visibility into customer data Collections activities such as strategies and work items, dunning letters, and collections calls can incorporate transactional and customer data from different operating units.

Reduce Cost to Collect Improved Customer Experience

Benefits

Better view into customer information Reduced cost to collect Few customer contacts needed

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New Collections Setup Screens Description


New Collections Setup Screens
Collections Setup Checklist designed to ease setup and provide a single place to record and manage implementation decisions. Checklist guides the manager through a questionnaire that asks key questions about the intended use of Oracle Advanced Collections. Managers responses automatically set system profiles, settings and Task Pages on which the manager provides additional detailed setup information.

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New Collections Setup Screens Description


NEW

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New Collections Setup Screens Benefits


Collections Setup Checklist allows functional experts to do an out of the box set up of Oracle Advanced Collections independent of corporate IT staff. Improved customer experience during implementation and later

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New Collections Setup Screens Setup Collections Questionnaire


Collections Administrator Responsibility>Checklist
This allows you to navigate to the new setup user interface

Select the questionnaire


Walk through the threestation train filling in the questions

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New Collections Setup Screens Setup Additional Tasks


Collections Administrator Responsibility>Setup Checklist
Update the tasks under the Operations, Transactions and Collections Method Setups Save updates

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New Collections Setup Screens Summary


Functional Experts can configure Out of the Box Improved implementation experience Cost and time savings by minimizing IT involvement

Benefits

Optimize resources who know how they want collections to be setup Reduced impact on IT department Improved user experience User friendly screens to configure and maintain the application

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Improved Payment Processing & Customer Funds Capture Description


Enhanced Customer Credit Card and Bank Account Management
Oracle Payments (formerly Oracle iPayment) new payment formatting and end-to-end electronic payment processing features made available in this release. Provides ability to use masked customer credit card or bank account information when taking payments. Agents will easily navigate to another screen to add new customer information. Payments can be automatically captured and authorized.

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Improved Payment Processing & Customer Funds Capture Benefits


Controls access to sensitive customer data during payment process Efficient update of customer information without leaving Collections
Centralized management of data across eBusiness Suite applications

Increased productivity, decreased data entry errors, improved security Improved customer and user experience

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Improved Payment Processing & Customer Funds Capture

Dependencies and Interactions


Oracle Payments
Configure application Coordinate banking partner

Oracle Receivables
Setup payment methods

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Improved Payment Processing & Customer Funds Capture

Summary
Enhanced controls of sensitive data Improved collector efficiency
Ability to enter payment instruments Centralized management of data across the eBusiness Suite

Benefits

Improved security around sensitive data Reduced credit card fraud through use of security code feature Improved customer and collector experience

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Collections Usage for Territory Management Description


Collections Territory Usage
Ability to use Oracle Territory Managers collections usage to support the creation and use of collections territory hierarchy. Collectors can then be assigned to customers within these collections territories.

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Collections Usage for Territory Management Benefits


Unique collections territories can be created, different than sales territories Improve management of customer to collector ownership Improved performance

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Collections Usage for Territory Management Dependencies and Interactions


Oracle Territory Management
Enable Qualifiers Configure Templates and Territories Run Concurrent Programs

Oracle Receivables
Create Collectors

Oracle CRM Application Foundation Resource Manager


Create Resources

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Collections Usage for Territory Management Summary


Unique Collection Territories Usage Improve management and control of territories Improved performance

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Migration of AR Collections Functionality into Advanced Collections Description


Collections Workbench in Oracle Receivables will be obsolete and replaced with like functionality in Oracle Advanced Collections. Visibility to workbench data is migrated to Advanced Collections. Basic collections functionality will be available to customers already licensing AR. A migration white paper and migration scripts will be provided to Oracle Receivables customers moving to Oracle Advanced Collections.

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Migration of AR Collections Functionality into Advanced Collections Benefits


Improved navigation and visibility to delinquent customers Automated collections management processes improve collector productivity and reduce DSO Separates collector and AR clerk functionality; improved SOX compliance Consolidation of collections functionality for eBusiness Suite customers

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Migration of AR Collections Functionality into Advanced Collections


Accounts Receivable
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Customer Data
Collector/Resource

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Migration of AR Collections Functionality into Advanced Collections Dependencies and Interactions


XML
Configure correspondence used for dunning and other letters

Concurrent Processes
Scoring Program Dunning Program - Correspondence & Call Back Workflow Background Processes AR Refresh Promise Reconciliation

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Migration of AR Collections Functionality into Advanced Collections Summary


Better navigation and visibility to delinquent customers Automated collections management processes improve collector productivity and reduce DSO Separates collector and AR clerk functionality; improved SOX compliance Consolidation of collections functionality between the modules

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New Feature for R12.1

Status Assignment at Case and Contract Level Customer Level Bankruptcy

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Status Assignment at Case and Contract Level


Description

Allow status (i.e. Litigation, Repossession and Write-off) assignment at Contract and Case level

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Status Assignment at Case and Contract Level


Business Value

Manage later stage delinquency at case, contract or transaction level Manage collection strategy effectively

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Status Assignment at Case and Contract Level


Assigning status in contract tab

Right click of mouse button will enable status option

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Status Assignment at Case and Contract Level


Assigning status in case management tab

New status button added

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Status Assignment at Case and Contract Level


Dependencies and Interactions

Oracle Leasing needs to be installed to enable this functionality.

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Customer Level Bankruptcy


Description
Enables bankruptcy only at the customer level

Business Value
Ensures adherence to the generally accepted practice around bankruptcy

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Customer Level Bankruptcy


Feature
New option added

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