Managing dispute cases to resolution is key to both customer satisfactions and successful collections management. SAP Dispute Management delivers several reporting applications to manage disputes.
The analytical application Open Disputes displays the KPI of which disputes are currently open. Open Disputes. Open disputes refer to dispute cases that are not closed, not confirmed, and not voided/deleted/canceled. You can view the open disputes in a chart or a table according to company code, customer, processor, and dispute reason. You can drill down by dispute reason, processor, and the top 10 customers with the highest disputed amounts.
The Processing Days of Open Disputes application is an analytical application displaying a KPI of the average number of processing days of all open disputes that are open today. Open disputes displayed in this application are in status Open or New. You can compare the processing days of open disputes with the disputed amount. You can drill down by coordinator, customer, status, or dispute case. With this information, you can monitor the workload of the collection specialists and identify areas that need more attention. With the KPI you can determine on a day-to-day basis whether the processing speed for the dispute cases in your company changes.
The Solved Disputes application is an analytical application displaying the KPI of dispute cases that are closed or confirmed. On the tile you see the total of the originally disputed amounts of all dispute cases solved in the last 12 months. You can drill down by processor, coordinator, customer, and dispute case. You can compare the actual solved disputes of a category in a specific period to the average resolve days.
The New Versus Solved Disputes application is an analytical application displaying the KPI of dispute cases that are created today. Solved Disputes refer to dispute cases that are closed or confirmed today. The number on the tile is the difference of created and solved disputes. If the number is positive, more dispute cases were created than were solved today. If the number is negative, more disputes were solved than created today. You can compare the number of new disputes with the number of solved disputes and view the respective amounts. You can drilldown by status, processor, customer, or dispute case.
There are also several job templates that assist in automation in SAP Dispute Management.
The Automatic Creation of Dispute Cases job can create dispute cases for residual items that have arisen from automatic incoming payments, such as account statements or lockbox, from check deposits, or in postprocessing. Alternatively, you can use this program to create dispute cases for open receivables items. You can use the selection criteria to restrict the quantity of open items for example, using the document type and posting key for residual items from incoming payment postings.
The Closing Dispute Cases Using Automatic Write-Off job can close a dispute by means automatic write-off. This job can only process escalated dispute cases. You must enter an escalation reason in the dispute case. When the job is executed, the job locks all selected dispute cases against manual changes. It then forwards the dispute cases to Financial Accounting and schedules the job there for automatic write-off. As a pre-requisite for this program, you must have configured an offsetting account for the write-off in configuration.
The Create Proposal for Assignment of Open Items to Dispute Cases job propose the relevant open item to existing use cases. If you set the Automatically Assign Unique Proposals indicator, the system creates the assignment proposal and makes the assignment where there is exactly one appropriate dispute case for a single open item. This will produce a results log where you can view statistics regarding conflict situations where several open items match a single dispute case, unique assignments, multiple assignments where one open item matches several dispute cases and items that have been assigned automatically.
Subsequently, after processing the Create Proposal for Assignment of Open Items for Dispute Cases, you can use the Manage Assignment Proposals for Dispute Cases application to display, edit, and assign the assignment proposals of dispute cases to open items.
The Automatic Confirmation of Dispute Cases job will confirm any dispute cases in Closed status to Confirmed. You need to specify the closing date of the dispute in the dispute case.
An additional reporting area is the SAP Analytics Cloud (SAC). SAC will use real-time insights into SAP Dispute Management. The data is used in this application is based on live data access, so data replication is not needed. This application can visualize the data in different formats such as bar charts, column charts, and tables.
There are four tabs available in this application, Open Disputes, Processing Days, New and Solved, and Solved Disputes. This application can answer questions like:
- In which country, organizational unit or region are the highest disputed amounts or number of disputes
- Who are the customers behind the disputes?
- Who processes or coordinates how many disputes?
- How long did it take to resolve disputes?
s the disputes manager, you have several reports and analysis to be able to effectively manage the dispute process and to review and adjust the needed tasks to efficiently collect outstanding invoices.