The Collection Process

The collection process followed by /'s tiny experts can be thought of in terms of a `State Transition' diagram. At each step in the collection process, each tiny expert has a `state of mind' associated with a `status code', also called a `state'. As the tiny expert works on a case, it changes its state of mind. This movement between states of mind is called a `transition', and is represented in the diagram below with a / symbol.

The state transition diagram shows a simplified version of the sequences of states /'s tiny experts automatically move a case through. By default, upon case creation, the newly created tiny expert is placed in the $\fbox{New Case}$ state.

When in the `New Case' state, a tiny expert sends out a letter notifying the debtor of the debt, creates a time delay before dealing with the case again, and changes it's state to `First Contact' to remember that the first contact with the debtor is pending. Unless some activity takes place on the case before the time delay ends, the tiny expert will send a second letter, and if the dollar value of the case is worth making phone calls, the status will be updated to `First Call'. This status will remain the same until the user manually reports some activity on the case, and the tiny expert will repeatedly notify the user that this debtor should be called.

$\fbox{New Case}$ / $\fbox{First Contact}$ / $\fbox{First Call}$ ...

$\fbox{Regular Payments}$ / $\fbox{Payments Late}$ / $\fbox{Late Call}$ ...

$\fbox{May Sue}$ / $\fbox{Suit}$ ...

$\fbox{Lawyer}$ / $\fbox{Suit}$ ...

$\fbox{Debtor Skipped}$

$\fbox{Dispute}$

$\fbox{Bad Debt}$

$\fbox{Paid in full}$

The actual sequences may vary depending on the thresholds for different actions and the history of the particular case. The sequences of states separated by / are automatic with delays specified in the / menu. The `...' indicate that the last status code is repeated until an external event forces the tiny expert into a new status, or the user or tiny expert decides that enough is enough, and make a decision about what to do.

Upon movement from state to state, a letter may be automatically generated. For example, when a tiny expert moves from `May Sue' to `Suit', a letter is sent to the lawyer to start a law suit. If an external event, like a payment or a dispute occurs, the user notifies the tiny expert of the event through the menu system, and the tiny expert evolves to meet the new situation. For example, if a payment comes in, the tiny expert assumes that further payments will follow, unless the balance has become so low that the case is now considered `Paid in Full'. The new status then produces a new sequence which is followed until another event takes place. Some of the status codes are `terminal' in that no further processing takes place. For example, the `Paid in Full' status terminates the collection process and eventually results in the `death' of the tiny expert.

Interest, tracking, reporting, and all other / collection processes follow from the status codes of cases and the historical data retained as cases transition from state to state.