This busy Accounts Receivables department handles a high volume of invoice queries. Customers cannot pay out on invoices under query. Any delay in resolving those issues negatively impacts the aged debtors ledger.
Although staff were doing what they could to manage these queries, it was clear that a defined processes and systems would be needed to deal with backlogs and streamline workflows going forwards.
After in-depth consultation with the administrators and manager, a custom database was built in MS Access in order to record details of all incoming queries. Subsequent submissions querying the same invoice can now be quickly answered by consulting the database. Paperwork relating to each query is filed under the unique code generated by the database for that query and easily accessible.