How to Send Personalized Follow-Up Emails in NetSuite

How to Send Personalized Follow-Up Emails in NetSuite 

📌 Problem: Following up on unpaid invoices manually wastes time and creates delays in cash flow. NetSuite ERP offers native features to help you automate collections emails—from personalized reminders to PDF attachments—without needing third-party tools.

In this guide, we’ll walk through how to create email templates, attach invoices, and optionally trigger follow-ups using workflows.

Steps to Automate Collections Emails in NetSuite

Step 1: Create a Personalized Email Template
Start by creating a reusable email template that includes personalized invoice details. Go to Customization > Email > Templates > New. In the message body, you can use dynamic fields like {entity} for customer name, {tranid} for invoice number, {duedate} for the due date, and {amountremaining} for the outstanding balance.

Step 2: Attach the Invoice Automatically
Within the email template editor, you can ensure the invoice PDF is included by checking the “Attach Transaction” box. Set the transaction type to Invoice, and make sure “Include PDF” is enabled. You can also choose to include other supporting documents like a customer statement. This ensures every reminder includes the correct and most up-to-date invoice without you having to attach it manually.

Step 3: Enable Emailing on the Invoice Record
For NetSuite to actually send the email, the invoice itself must be configured correctly. Go to the Communication > Messages subtab on the invoice record. Make sure “To Be E-Mailed” is checked. Then, verify that the recipient’s email address is filled in, select the correct email template from the list, and add a subject line. If needed, include CC or BCC addresses. This step can either be automated during invoice creation or handled manually.

Step 4: Send the Email Automatically or On Demand
Once your template and invoice settings are in place, NetSuite will automatically send the email upon invoice creation or approval. If you prefer to send reminders in bulk—say, for all overdue invoices—you can use Reports > Saved Searches > New > Transaction to build a search for those invoices. Then, trigger email reminders through a mass update. While mass updates are manual, they’re useful for periodic batch follow-ups.

Tone by Invoice Stage
Your email tone should reflect how overdue the invoice is. Before the due date, use a “just a heads-up” tone. On the due date, go with a friendly reminder. For 7–10 days overdue, make it a polite “please review.” At 30+ days overdue, it’s appropriate to escalate the tone with a final notice. Creating different templates for each stage and connecting them to workflows will keep your messaging relevant and effective.

Why Personalization Matters
Generic reminders often get ignored, but a personalized message that includes the invoice details and a clear call to action gets attention. You’ll reduce back-and-forth about missing invoices and speed up payments—all without being pushy.

NetSuite ERP allows you to set up email templates and automate follow-ups. By leveraging fields like due date, aging status, and contact history, you can create more relevant, timely messages that reflect each customer's situation, without having to write every email from scratch.

Pro tip: Growfin enhances your AR processes by enabling tailored follow-up strategies based on customer behavior and payment patterns, ensuring timely communications and reducing manual efforts.

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