Dunning flow with customer communication, how do I stay business-like but firm?
A good dunning flow combines automation with personal touch on big or strategic accounts. Text rises in formality per step, not aggression. Getting paid and keeping the relationship can co-exist.
Try this first
- 1First reminder at +7 days: friendly short email, 'maybe the invoice slipped through', with invoice PDF and pay link.
- 2Second reminder at +21 days: more formal, direct ask, mention of interest or collection at +42 days.
- 3Personal contact (phone or email from direct rep) at +30 days for clients above a threshold amount.
- 4Final notice at +42 days: announcement of collection or service suspension within 14 days.
- 5Log per customer the communication history in your package or CRM, that gives the collection agency strong evidence later.
When to bring us in
If your dunning flow is ineffective or causes client loss, we can tune text and frequency.
See also
- Switching from Exact Online to Yuki, open items and history do not matchPackage migrations stumble on ledger mapping and open AR/AP. Without a mapping table you lose context.
- Twinfield to Exact, dimensions and cost centres go missingTwinfield uses dimensions, Exact uses cost centres and projects. The mapping is not one-to-one.
- Accountant asks for RGS mapping, your ledger does not follow RGSRGS is the Dutch standard chart that SBR filings and accountant software expect. Without mapping, every year-end is manual.
None of the above fits?
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