Frequent service requests in accounts receivable : case: Monetra Pirkanmaa Oy
Nikkola, Elina (2020)
Nikkola, Elina
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020112724813
https://urn.fi/URN:NBN:fi:amk-2020112724813
Tiivistelmä
This thesis was commissioned by the case company Monetra Pirkanmaa Oy, which is a Finnish in-house organisation operating in the Pirkanmaa area as part of the Monetra Group. The company provides its municipal and publicly owned customers with financial and administrative services. The objective of the thesis was to identify frequently occurring group email service requests in Monetra Pirkanmaa Oy’s accounts receivable that can be solved in the same or similar way each time by following a pattern, and provide the case company with a written manual on handling these tickets to support future orientation processes and common ways of working inside the invoicing, accounts re-ceivable and transactions team.
Tickets fitting the description of repetitive nature and solving pattern were found both in invoicing and debt collection that are both handled in accounts receivable. The handling processes of these tickets were unravelled and described in two different ways and for two purposes; a detailed, step-by-step version for the manual, and more on-the-surface level description of the processes for this thesis.
The manual provided for the case company will be available for the whole invoicing, accounts receivable and transactions team to turn into in orientation and support related situations. The manual also includes some common practices agreed in the team together with the manager to ensure the even level of quality in customer service, such as common ways of working and sharing service request information by leaving notes in accounts receivable.
Tickets fitting the description of repetitive nature and solving pattern were found both in invoicing and debt collection that are both handled in accounts receivable. The handling processes of these tickets were unravelled and described in two different ways and for two purposes; a detailed, step-by-step version for the manual, and more on-the-surface level description of the processes for this thesis.
The manual provided for the case company will be available for the whole invoicing, accounts receivable and transactions team to turn into in orientation and support related situations. The manual also includes some common practices agreed in the team together with the manager to ensure the even level of quality in customer service, such as common ways of working and sharing service request information by leaving notes in accounts receivable.