User Story:
I want to be notified when a COT leaves a non live account with a balance over XX amount so that I can investigate the situation and take the appropriate actions.
Problem Statement:
Often when a COT has occured, we are not able to collect the contact information of either the leaving or new party, meaning we cannot collect the debt as we have no forwarding address information.
There is no automated mechanism to alert the investigation team of this.
Solution:
System to automatically create a call to action where the COT has occured and no contact details are identified.
COT agent to notify or create a call to action.
Considerations
The upcoming work around the CRM and DocuSign COT forms run the risk of potential tech debt. i.e. if the decision is made to replace these, the triggers required for this will be obsolete.
Leaving customer - produce a bill.
New customer - Back-dated debts - But we cannot add in charges for non-payment.
Approximate 120 per week COTs that take place have debt.
Once the leaving party has left it is increasingly difficult to collect that debt.
Suggestion that a Qualco straregy should be built to help target these customers sooner.
Priority: 1