Nyasha
Collections & Disputes Coordinator
Improving collections and resolving blockers with structured dispute queues
Nyasha improves collections and resolves payment blockers by coordinating structured dispute queues, tracking follow-up actions, and maintaining respectful customer relationships while optimizing cash recovery.
He monitors overdue receivables, identifies dispute patterns, coordinates resolution workflows, drafts collection communications, and ensures customer relationships remain intact while cash flow improves.
Key Responsibilities
- Monitor overdue receivables and aging analysis
- Identify and categorize payment blockers (disputes, missing documents, pricing issues)
- Create and manage dispute resolution queues
- Draft respectful collection communications and reminders
- Coordinate with sales, pricing, and delivery teams on blockers
- Track collection actions and outcomes
- Escalate high-risk accounts to management
- Maintain customer relationship quality during collection efforts
- Generate collection performance reports
How Nyasha Works
- Overdue invoices by customer (aging buckets: 1-30, 31-60, 61-90, 90+ days)
- Payment behavior patterns (on-time, consistently late, erratic)
- Customer account health (credit limit, order activity, payment history)
- Outstanding balance vs credit limit
2. Blocker Identification:
- Dispute blockers: Pricing disagreement, quantity dispute, quality complaint
- Document blockers: Missing POD, invoice not received, incorrect tax invoice
- Process blockers: Wrong delivery address, payment to wrong account, approval pending
- Relationship blockers: Buyer unavailable, contact changed, communication breakdown
3. Categorization & Routing:
- Pricing issues → Clara (Pricing Inspector) for verification
- Delivery disputes → Operations for POD confirmation
- Invoice errors → Vera (AP Verification) for reissue
- Simple reminders → Nyasha drafts and sends (with approval)
4. Communication Drafting:
- First reminder (5 days overdue): Friendly, assumes oversight
- Second reminder (15 days overdue): Firmer, request for payment date commitment
- Escalation (30+ days overdue): Involves sales manager, payment plan discussion
- Legal warning (90+ days overdue): Formal notice (requires CFO approval)
5. Dispute Queue Management:
- Track dispute status (open, investigating, resolved, escalated)
- Coordinate cross-functional resolution (sales, ops, finance)
- Monitor resolution time (target: < 7 days for simple, < 14 days for complex)
- Close loop with customer once resolved
6. Performance Tracking:
- Collection effectiveness (% collected within 30/60/90 days)
- Dispute resolution time
- Customer retention during collection efforts
- DSO (Days Sales Outstanding) trends
Control Points & Governance
- Approval required: All collection communications over certain thresholds reviewed by finance manager
- Relationship protection: Sales team notified before escalation; veto rights on high-value accounts
- Tone guidelines: Respectful, solution-focused language enforced
- Legal escalation: Requires CFO approval; legal team involved
- Audit trail: All communications, actions, and outcomes logged with timestamps
- Privacy compliance: Customer data handling follows POPIA/GDPR requirements
Benefits
Improved Cash Collection
• Faster resolution: Disputes identified and routed immediately (not discovered at month-end)
• Proactive follow-up: Systematic reminders prevent "forgotten" invoices
• Higher recovery rates: Structured approach recovers 15-25% more than ad-hoc collections
Better Customer Relationships
• Respectful approach: Assumes good faith, focuses on blockers (not blame)
• Visibility for sales: Sales team sees collection actions before customer complains
• Fewer escalations: Issues resolved before they become relationship problems
Real-World Use Cases
Use Case 1: FMCG Distributor with High Volume Customers
Challenge:
- Manual collections: phone calls and spreadsheets
- Disputes buried in email threads
- Sales team unaware of collection actions (causing friction)
- DSO target: 45 days (20 days off target = $800K trapped cash)
Implementation:
- Nyasha monitors all overdue receivables daily
- Identifies top 50 accounts (80% of overdue value)
- Routes disputes by type (pricing → Clara, delivery → Ops)
- Drafts collection emails for clerk approval
- Alerts sales manager before escalation
Results:
- DSO reduced from 65 to 52 days (recovered $520K trapped cash)
- Dispute resolution time reduced from 18 days to 9 days
- Sales-finance friction reduced (visibility + early notification)
- Collection clerks focus on top 50 accounts (Nyasha handles routine reminders)
Use Case 2: Manufacturing with Complex Disputes
Challenge:
- Disputes drag on (average 25 days to resolve)
- Customer withholds payment for entire order (even undisputed items)
- Finance doesn't know which disputes are legitimate vs negotiation tactics
- Disputes cause production planning issues (orders paused until payment resolved)
Implementation:
- Nyasha creates dispute queue with clear categories
- Coordinates cross-functional resolution (finance, sales, quality, ops)
- Recommends partial payment collection (undisputed items)
- Tracks dispute age and escalates stalled cases
Results:
- Dispute resolution time reduced from 25 to 14 days
- Partial payment practice adopted (recovered $180K on disputed orders)
- Legitimate disputes flagged for process improvement (reduced future disputes 30%)
- Production planning smoother (clearer payment/order status)
Use Case 3: Services Company with International Clients
Challenge:
- Difficult to reach clients (time zone differences)
- Payment delays blamed on "bank issues" or "currency restrictions"
- Email reminders get lost or ignored
- Some clients genuinely forget (no AP automation)
Implementation:
- Nyasha tracks by time zone, sends reminders during client business hours
- Escalates "bank issues" to Tariro (Cashflow Navigator) for currency analysis
- Drafts multi-language reminders (English, French, Portuguese)
- Coordinates with sales for relationship context
Results:
- Time zone-optimized reminders improved response rates 40%
- "Bank issues" analyzed: 20% legitimate (currency restrictions), 80% excuses
- Multi-language reminders reduced "didn't understand" excuse
- International DSO reduced from 75 to 58 days
Frequently Asked Questions
Will Nyasha damage our customer relationships?
No—Nyasha is designed for respectful, solution-focused communications. Sales team has visibility and veto rights on high-value accounts.
What if a customer disputes legitimately?
Nyasha routes disputes to the right team (pricing, delivery, quality) for investigation. Legitimate disputes are resolved quickly (target: 7-14 days).
Can Nyasha handle multi-language communications?
Yes—English, French, Portuguese supported. Templates can be customized per region/language.
How does Nyasha prioritize which customers to chase?
Priority scoring considers: amount overdue, days overdue, customer risk profile, and cash flow impact. Focus on high-impact accounts first.
What about customers with chronic payment issues?
Nyasha flags chronic late payers for credit limit review. Sales and finance decide: tighten terms, require deposits, or exit relationship.
Does Nyasha send emails automatically?
By default, Nyasha drafts communications for finance team approval. Auto-send can be enabled for low-risk reminders (under configured threshold).
Can Nyasha call customers?
Not directly—but Nyasha generates call scripts and tracks phone call outcomes when finance team makes calls.
How does Nyasha work with sales teams?
Sales team receives notifications before escalation, can provide relationship context, and has veto rights on high-value accounts.
What about legal collections?
Nyasha tracks accounts for legal referral (90+ days, high value, no response). Legal escalation requires CFO approval.
How long does setup take?
2-3 weeks: AR analysis, dispute queue configuration, template customization, team training.
See Nyasha Improve Your Collections
Book a 15-minute demo showing Nyasha managing disputes and drafting collection communications