In this video you are going to learn the answers to five common questions that come up when setting
up Chargent's automated collections add-on module my name is Stacey and i'm from Chargent
if you are a salesforce admin or consultant who wants to learn about payments and be a superstar
for your organization then you are in the right place so why automated collections when you are
trying to deal with the problem of failed payments Chargent's automated collections module does just
that from sending email reminders to payment request links your configurable dunning you know
those retries of payments that did not go through charging automated collection makes it easy to
set up any accounts receivable or collections process best of all it runs automatically in the
background contacting your customers to capture payments and setting them back on their recurring
schedule once the missed payment has been successfully made your team doesn't have to lift
a finger we found that some common questions do come up when customers are configuring automated
collections so here are five popular questions question one how do i add old failed payments
into the automated collections process recurring or scheduled payments are automatically added to
the automated collections process when a payment is declined or there is some other problem causing
it to be missed but what if you have other payments that failed and which were not part
of your automated collections configuration easy just change the payment status on those
records from air where they would likely be after a failure to recurring the next time Chargent runs
its recurring batch it will attempt to capture the payment if it fails again as we might expect with
the payment method that needs updating it will then be added into the automated collections
process easy right while we are talking about easy solutions i want you to know about a special
checklist that we made for folks that watch these videos on 10 ways to make salesforce payments safe
easy and profitable go to the description below and click the link to download now now question
two when should i set up automated collections to run charge it recommends running your automated
collections batch one or two hours after your regular charge it recurring batch you just want to
make sure it starts once the recurring batch has completed Chargent's default for recurring is 3 am
so for most customers 4 am is the perfect time to schedule the automated collections batch
if you don't know what time your batch runs have a very high volume of recurring transactions that
might take more than 1 hour to complete or you need assistance with something else as always
our support team is here to assist you so please reach out to know how long your batch takes to
run just look at the create dates field for your batches and the resulting transaction records you
can see if it is three minutes or three hours most are less than 30 minutes question three
how can i test automated collections so it doesn't email customers i don't want great question and we
appreciate customers who do careful testing we have some other great videos here on the
charging youtube channel for how to do testing in salesforce sandboxes complete with tips on setting
up your data to limit any emails and prevent customer data from being changed we also have
a document testing automated collections that our support team can share with you with some tips on
how to set up test records and how to trigger the batch manually so you don't have to wait
for your whole collections process to run in real time question four can i text people collections
notices or alerts about failed payments why yes you can notably sms is not part of Chargent out
of the box but there are a variety of third-party sms apps on the salesforce app exchange using sms
apps you should be able to send a template with the payment request link automated collections
generates right to your customer's cell phone talk to your sales force administrator or consultant to
learn more about the implementation and options of sms apps for salesforce now question five
what do you recommend if automated collections are not successful if automated collections are not
successful meaning the retried payment still fell and your customer does not respond to the emails
never fear many customers have the final email template cc'ed to a ticketing system email so
a case is open for your customer service or billing team to take over alternatively one
could use salesforce automation to assign a task to a salesforce user for manual email
or phone follow-up often a customer just needs a phone call to encourage them to take action
it is also possible that your email contacts are out of date and then a team member needs
to do a little research to find a new contact or email address to reach out to the good news is
with automated collections your accounting staff only needs to handle these edge cases customers
who are responsive have their billing updated automatically in the background often after
hours when your team is not even working and now check out this next video where you'll learn more
about charge and automated collections and how it can help your business lower costs improve revenue
and make your life easier my name is Stacey and at Chargent we're dedicated to helping
salesforce customers like you keep your payments simple and remember we're always here to help