On 9th February we launched an automated Credit Limit Process within our internal collection software, ICE, designed to modernise how we manage daily credit exposure across our UK business.
We’ve collaborated extensively with teams across the UK (Credit, Collections, Commercial, Legal) to develop an automated, transparent, customer-focused credit limit system embedded in ICE, complete with integrated SAP data, automated notifications, audit-ready trails, and reduced operational risk.
Key Enhancements:
- Automated customer notifications (Email and SMS): Customers will receive timely alerts at key credit exposure points (pre-warning and over-limit), each with an attached statement. Relevant Commercial contacts are automatically copied to ensure full transparency.
- Onboarding and customer preference management: Customers can choose email or SMS, with the option to opt-out. All preferences are logged in ICE.
- Centralised Credit Limit module in ICE: This consolidates automated actions, manual approval workflows, payment matching via bank uploads, integrated note-keeping, clerk assignment logic, exposure tracking, and daily reporting.
- Daily automated report: An audit-ready credit limit report is distributed each weekday to all relevant teams.
Benefits for the Business:
- Improved customer experience through proactive and consistent communication.
- Fewer over-limit accounts thanks to earlier warnings and automated statements.
- Competitor alignment, meeting modern market expectations.
- Reduced workload: Expect a 40-50% reduction in this process through automation and continuous improvement as onboarding continues.
- Stronger Compliance to Audit requirements.
- Greater transparency.
How our customer-facing teams can support this new process
- Support in reinforcing the new process.
- Ensure SAP commercial hierarchy accuracy.
- Assist with onboarding as customer queries may temporarily increase.
- Customer opt-outs will be managed and logged by Collections team and all such enquiries to be directed accordingly.
Together, we can ensure this new process delivers its full benefits for our customers and our business.