How to Automate Customer-Specific Collection Strategies in NetSuite

📌 Problem: A one-size-fits-all approach to collections doesn't work. Every customer behaves differently. While some always pay on time, others need a nudge (or three). With NetSuite ERP, you can create segmented collection strategies and automate them using native features like custom fields and SuiteFlow.

This guide walks you through setting up and automating tailored collections strategies based on customer risk, size, or behavior.

Steps to Automate Collection Strategies by Segment

Step 1: Segment Customers Using Custom Fields or Customer Groups

To tailor your collection approach, start by segmenting customers based on risk profiles, business tiers, or payment behavior. Create a custom field such as “Collection Segment” by navigating to Customization > Lists, Records, & Fields > Entity Fields > New.

• Set the field to apply to customers.
  
  
• Choose “List/Record” as the type.
  
  
• Label it appropriately and add values like “High Risk,” “Low Risk,” “Enterprise,” or “SMB.”

Once saved, this field will be visible on every Customer record, making segmentation easy and consistent.

Step 2: Create Email Templates for Each Segment

To personalize your dunning reminders by customer type, go to Documents > Templates > Email Templates > New. Create different email templates based on the segment (e.g., High Risk, Enterprise, etc.). Use dynamic fields in the message body such as:

• {entity} for Customer Name
  
  
• {tranid} for Invoice Number
  
  
• {duedate} for Due Date
  
  
• {amountremaining} for Outstanding Amount

Don’t forget to:

• Name your template clearly, such as “Dunning – High Risk – 15 Days Overdue”
  
  
• Check the “Attach Transaction” box
  
  
• Set transaction type to Invoice
  
  
• Ensure “Include PDF” is selected

This ensures customers receive a personalized and informative reminder email with the correct invoice attached.

Step 3: Build Workflows in SuiteFlow

Now automate your follow-up process using SuiteFlow. Go to Customization > Workflow > Workflows > New.

• Set the record type to “Transaction (Invoice)”
  
  
• Name your workflow (e.g., “Collection Reminder – High Risk”)
  
  
• Choose “Scheduled” as the trigger type
  
  
• Set the execution frequency to “Daily”

Within the workflow, define the logic. For example:

• Condition: Days Overdue > 15
  
  
• Customer’s Collection Segment = High Risk

Then, create actions to:

• Send the correct email template
  
  
• Assign a task to the collector (optional)
  
  
• Update a custom field like “Collection Status” to track the reminder

You can add multiple workflow states for further escalation at 30, 45, or 60 days overdue.

Step 4: Add Custom Fields for Tracking

To enhance visibility into the collections process, add tracking fields. Go to Customization > Lists, Records, & Fields > Transaction Body Fields > New.

• Set the field to apply to Invoices
  
  
• Create fields like “Collection Status,” “Escalation Level,” or “Last Reminder Sent”
  
  
• Choose field types such as List/Record or Free-Form Text

These fields help you monitor and update the status of each invoice automatically via workflow.

Step 5: Reporting & Monitoring

To stay on top of collections performance, build targeted saved searches. Go to Lists > Search > Saved Searches > New > Transaction Use filters like:

• Status = Open or Overdue
  
  
• Collection Segment = High Risk
  
  
• Last Reminder Sent = [Date] (if you’ve created this field)

These saved searches can be added to dashboards for quick visibility or reviewed during weekly AR meetings to guide follow-ups.

Oracle NetSuite ERP supports segment-based collections by letting you use CRM data, custom fields, and SuiteFlow to create more targeted follow-ups. This helps your team reduce manual work while staying aligned with customer-specific needs.

Pro tip: Growfin plugs into NetSuite to supercharge this logic. It reads real-time payment behavior, risk signals, and response data to automatically route the right action to the right collector at the right time, turning your static rules into a living strategy.

‍

‍