ANNUAL INTEGRATED REPORT 2021
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ANNUAL INTEGRATED REPORT 2021 | AXTEL
REDUCTION AND CONTROL OF OVERDUE ACCOUNTS RECEIVABLE
DUE TO ADMINISTRATIVE ISSUES
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To improve the customer experience from another
perspective, we set ourselves certain goals:
Reducing and maintaining a healthy overdue
portfolio due to unresolved administrative
requirements.
Maintaining a constant flow of payments.
Releasing invoices with agile and automatic
processes.
Promoting timely collection in due form.
To achieve this, we organized weekly meetings
involving the collections, commercial, and customer
service teams, working collaboratively to correct
administrative errors that could lead to problems
with overdue accounts, so that the collection
department could manage payments on time.
The main initiatives were the definition of
metrics including: delinquencies by time periods,
pending purchase orders, open administrative
cases, pending agreements with new rates and
customers with payment agreements.
Throughout the year, we reviewed these metrics
on a weekly basis to provide a detailed follow-up
for each specific case, held biweekly meetings
with the areas involved, and implemented a
quality review of proformas, thus ensuring the
correct billing of new, cancelled and changed
services.
Collaborative work and the creation of specific
indicators to measure initiative results were
essential keys to achieving the objectives.
To understand customer expectations and their
level of satisfaction, especially in response to
these improvement initiatives, we continue to
apply Net Promoter Score (NPS) surveys that
allow us to set a satisfaction target per segment
and monitor the results.
REDUCTION OF
DELINQUENCIES DUE TO
UNRESOLVED ADMINISTRATIVE
ISSUES
Target
Result
50%
61%View entire presentation