Ensuring customer dispute cases are quickly and effectively dealt with is important to any business in order to maintain dispute efficiency.
Van Marcke Group is a family run specialised plumbing wholesaler and market leader in Belgium, with commercial outlets in France, Luxembourg, Switzerland, United States and Malta. Processes were not integrated with no access to live data, which meant there were inaccuracies in their dunning processes.
The business selected Credit Management Suite for its ready-to-use functionality and full integration with SAP including its Dispute Management module to transform their credit management processes.
“The SOA People Dispute Management tool gives us everything we need to manage our customer accounts swiftly and efficiently. The customer experience has definitely improved because customers are now only getting a dunning letter if there is a requirement, but certainly not getting one if there isn’t a need.” Sabine Stein, SAP Consultant, Van Marcke Group
- Dispute Management tool provides users with a centralised solution giving access to all relevant information and documentation on dispute case files.
- Automated reporting allows teams to instantly see figures and analysis on top performing customers, salespeople and status on disputes.
- Better credit management improves customer experience as dunning process more accurate.
Now staff have all relevant information on dispute cases and have access to automated reporting to instantly see figures and analysis on top performing customers, salespeople and status on all disputes.