How to Guide: Basic functions of the Case Management feature.

In the following guide we will review Basic features of the Case Management page.

Note: Keep in mind any fields that have been input in this guide is for illustration purposes only, field input may change depending on account/case.

Getting to know the CRM and its features.

1: Main page:

To the left top part of the Case Management feature users will find a “Search Cases” box and this has multiple features.

Inactive Cases: Review list of closed cases and their closing status
Letter Management: Download letters manually to send them privately.
Add Case: Case creation form.
Quick search bar: User can search a case by Claim ID, Debtor name, Postal Code, Address
Advanced Search: Search a case using an advanced search field such as, Agent Assigned, Company Name, Current Status
Search Button: Searches by the filter input above.

2: Case details:

In Case details field Users will find here a detailed description of the case you are currently reviewing/working on.

Ai Call: Automated calls thru an Ai Agent
Call: Will pop-up a preview of “Previous Calls” and allow you to note a current call in detail call feature also contains a call checklist to guarantee the best results.
Email: The Email feature will allow a User to send emails with preset templates / generic Emails.
IDV Check: ID check & address confirmation request
SMS: Send an SMS manually, this means outside of the CollectionsCloud workflow.
Visit Request: To Request that an Agent visits the debtor in person.
Edit: Edit case details to update or correct current information on case details
Delete: delete feature will archive a case for 14 days, case will no longer appear in “All Case List” once deleted cases will be found in “Inactive Cases” page
Case ID: A “Case ID” is assigned to a case when it is uploaded, it can be used for refencing cases by Claim ID rather than debtor name.
Debtor Name: Is where Users can find full name of the debtor.
Email: Debtor’s current email address.
Address: Current address of the debtor.
Original Balance: This is the original amount owed by the debtor (this is required field when uploading a case)
Interest Rate: Percentage of daily interest applied to each case (can also say “As Per Contractual Agreement” if a different percentage is agreed in debtor’s contract.
Status: Shows current status of a case – status may vary depending on each case.
Date of Birth: Debtors date of Birth.
Telephone: Current phone number of the debtor.
Postcode: Debtor current postcode.
Current balance: Case current balance (this balance can vary because of interest rates for example.)
Date Created: Date of Case Creation to Collections Cloud CRM systems.
Arrangement Plan: A detailed description of the payment arrangements the debtor has agreed to . Information displayed will be: Arrangement Type, First Payment Date, Next Payment Date, Amount of Instalments, Amount to Pay Per Instalments and a few more
Secondary debtor information: Name, Date of birth, Email, Phone Number.
Primary Debtor additional address: Additional Address and Post Code.

(Note: User may need to refresh Case Management page if input info such as (Notes / Payments / Call info , do not appear.)

3: General view of cases assigned to User:

In the image bellow User can see a summary of cases uploaded– we are also able to have a quick view of:

Debtor name
Address
Postcode
Status
Outstanding
User assigned

4: Actions History:

In the Actions history field, Users will find a preview of calls and note logs as well as a complete view of how call each call was handled and other info such as case creation date or inquiries by clicking “call history” and “View All” will show all previous calls made to Case

5: Financial History:

In the financial history field Users will have a quick view of previous payments as well as being able to add payments by clicking on “payment” or view all payments by clicking view all.

Arrangement : For Payment Arrangements setup.
Add fee: Fees can be added to a case, fee type/description are Additional visit fee, Agent fee, Other fee
Add Payment : For singular Payment with no future Payment Arrangement setup.
View all: User will be able to see all Previous payments and/or Payment Arrangements done (in case of multiple payments)
Statement of Account: is a periodic document (usually monthly) issued by a seller to a client summarizing all financial transactions, invoices, payments, credits, and outstanding balances over a specific period

6: Notes

In notes field user will find a preview of notes as well as being able to view all notes – and by clicking “View All” User can also add notes to a Case.

7: Documents:

In Documents field a preview of all documents supporting the debt claim can be uploaded – by clicking View All User is able to upload multiple documents at once.

Additional features:

Quick access to: Financials / Notes / Documents

Recommended Ai Actions: Ai driven suggestions for next steps in case.

bellow the “Search Cases” box you will see a Recommended Ai Action to make on a case ( These actions are tailored to each case depending on case status and other factors ), This is useful to help Users with their efforts in collecting a debt but please keep in mind that the AI Assistant provides data-driven recommendations. It does not offer legal or financial advice.