How to Manage SLAs for Dispute Resolution and Follow-Up in NetSuite

📌 Disputes that aren’t resolved on time can strain customer relationships and delay cash flow. Without a structured SLA process in place, teams may miss key deadlines or overlook high-priority cases. Oracle NetSuite can be configured to support SLA-based dispute management through automation, reporting, and accountability tools.

Steps to Manage SLAs for Dispute Resolution and Follow-Up 

Step 1: Define SLA Metrics for Dispute Management

• Response Time: Set a maximum time (e.g., within 4 business hours) to acknowledge a dispute
  
  
• Resolution Time: Define how long the team has to close the case (e.g., within 2 business days)
  
  
• Escalation Paths: Decide when disputes should be escalated to higher levels (e.g., after breach or inactivity)
  
  
• Follow-Up Frequency: Set periodic check-ins (e.g., daily or weekly) for open disputes

Step 2: Configure NetSuite to Track SLA Commitments

• Use Case Management to log and monitor dispute-related cases
  
  
• Create Custom Fields to track SLA targets like response deadline, resolution deadline, and case priority
  
  
• Design Workflows to:
  
  
  1. Auto-assign cases based on priority
     
     
  2. Trigger alerts upon creation or inactivity
     
     
  3. Escalate cases if resolution deadlines are missed
     
• Build Saved Searches and Reports to flag overdue disputes and measure SLA adherence
  
  
• Set up Alerts and Notifications to proactively warn team members when SLAs are approaching breach
  

Step 3: Implement a Structured Dispute Resolution Process

• Case Logging: Open a case in NetSuite with all relevant details when a dispute is raised
  
  
• Prioritization: Assign urgency based on customer tier or amount in dispute
  
  
• Initial Response: Ensure acknowledgment is sent within SLA-defined timeframes
  
  
• Resolution Actions: Coordinate with teams to gather data, communicate with the customer, and resolve the issue
  
  
• Documentation: Record all steps and correspondence within the case record
  
  
• Follow-Up: Continue monitoring and communicating until closure
  
  
• Closure: Resolve the dispute, mark the case closed, and log the final outcome

Step 4: Establish an Ongoing Follow-Up Cadence

• Automated Reminders: Use NetSuite workflows to notify users of pending or overdue SLA tasks
  
  
• Regular Reporting: Generate weekly or monthly SLA compliance reports
  
  
• Review Meetings: Schedule recurring meetings to evaluate case backlog, identify bottlenecks, and align on next actions

Step 5: Enhance SLA Management with Advanced Considerations

• Multilevel SLAs: Tailor SLA timelines based on dispute type, region, or customer tier
  
  
• Performance Monitoring: Track SLA breach rates and average resolution times
  
  
• Training: Ensure staff understands how to manage SLA cases in NetSuite
  
  
• Continuous Improvement: Refine SLAs and workflows based on reporting data and user feedback

Pro tip: Growfin enhances dispute management by offering SLA tracking, real-time visibility into open cases, and automated escalation triggers making it easier for finance teams to stay on top of every promise and deadline. To learn more check out the Bridging the Receivables Efficiency Gap: Going beyond NetSuite webinar!

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