Credit & Collections Automation

Collections runs on a spreadsheet, and everyone knows it

Dynamics 365 Finance & Operations ships credit management: credit limits, blocking rules, credit holds on sales orders, and a collections page with aging. It is a solid foundation and it stops there. What collectors actually do every morning happens outside the system — an exported aging report, a colour-coded spreadsheet, a personal list of who promised what, and an inbox of disputed invoices that nobody else in the company can see.

The consequences are predictable. Nobody knows which customer to call first, because aging alone does not tell you who is worth chasing. Promises to pay live in one person's notes, so when that person is on leave the follow-up never happens. Disputes sit unlogged, ageing quietly, until a controller asks why a six-figure invoice is 120 days overdue and the answer is a delivery discrepancy raised four months ago. Dunning letters go out manually, inconsistently, or not at all. And credit holds are released by whoever shouts loudest, without a record of who approved the exception.

Days sales outstanding is a cash-flow number, but it is produced by a process problem.

What ECOSIRE builds

We build an X++ extension package for Dynamics 365 Finance and Supply Chain Management that puts the whole collections process inside F&O. Extension-only — Chain of Command, extension classes, table and form extensions, new data entities — so nothing is overlayered and your upgrade path is intact.

A scored collections worklist

Instead of a flat aging list, collectors open a prioritised worklist. Each customer carries a score built from the factors you decide: exposure, weighted days overdue, payment history and slippage against previous promises, credit limit utilisation, open dispute value, order backlog at risk, and customer segment. The scoring weights are configuration, not code, so you tune them as your portfolio changes. Worklists are assigned by collector, by customer group, by sales territory or by legal entity, and each collector sees only their own book.

Multi-stage dunning that actually runs

We build a dunning strategy engine on top of the standard collection letter framework: staged sequences with configurable triggers, wait periods, escalation paths and per-stage templates. Stage one is a soft reminder from the collector's own mailbox. Stage three copies the account manager. Stage five routes to a legal or write-off decision through the workflow framework. Sequences differ by customer segment, by legal entity and by currency, and the whole thing runs as a recurring batch job so it happens whether or not anyone remembers. Every letter sent is stamped on the customer timeline with the document attached.

Promise-to-pay as a first-class record

A promise captures the amount, the date, the invoices covered, who gave it and who took it. Kept and broken promises are tracked automatically against actual settlements, so a customer's promise-keeping ratio feeds straight back into their collection score and into the credit review. Broken promises generate follow-up activities on the collector's worklist without anyone re-keying anything.

Disputes with an owner and a clock

Disputed invoices and invoice lines are flagged with a reason code, an owner, a value and an age. Disputed amounts are excluded from dunning so you stop chasing money that is legitimately on hold, but they stay visible on an aged dispute report so nothing hides. Resolution can be routed through the workflow framework to sales, logistics or customer service depending on the reason code.

Credit holds, exceptions and approvals

We extend the standard credit hold behaviour with a structured release process: a release request carries a justification, a value threshold and an approval routing through the workflow framework, and every release is recorded with the approver and reason. Temporary limit increases carry an expiry date and roll back automatically. Credit review tasks are generated on a schedule or when a risk trigger fires, so limits are re-examined on evidence rather than on request.

Activity, correspondence and reporting

Calls, emails, notes and documents attach to the customer and to the specific invoices in question, visible to anyone who opens the account. Collector productivity, promise-keeping, dispute aging, dunning-stage distribution and DSO by segment are exposed as OData entities so your Power BI collections dashboard reads live data instead of a monthly export.

Who this is for

Finance organisations running Dynamics 365 F&O with a receivables ledger big enough that collections is somebody's actual job — typically several thousand open invoices, multiple legal entities, or a shared services centre where collectors cover accounts they did not personally sell. It suits businesses with a mix of credit terms and segments, where a single dunning rhythm is too blunt.

How delivery works

1. Scoping call. We map your current process end to end — how collectors prioritise today, your dunning stages and templates, who approves credit releases, how disputes are raised, and what your ledger and legal-entity structure looks like.

2. Fixed quote. A written scope covering scoring model, dunning strategies, workflow routings, entity coverage and acceptance criteria, at a fixed price.

3. Build. Developed in our environment against your named platform and application version.

4. Install in test. A deployable package goes into your sandbox through LCS. We configure it with you, load your real open receivables, and let collectors work a parallel week against the scored worklist before you commit.

5. Production. After sign-off, the same package moves through your normal LCS release pipeline. We stand by for the first dunning run.

6. Support. A defined post-go-live support window for defects, with full source handed over.

This is build-to-order software. Nothing is sitting ready for download — the app is developed for your configuration after the quote is accepted, with a typical lead time of one working week depending on scope.