Overview
Before we can configure your collections process in Tesorio, we need a clear picture of how you operate today. This article outlines everything your team should prepare ahead of the onboarding sessions. Our goal is to build a Tesorio configuration that reflects your business and positions you to hit your goals from day one.
Think of this as your pre-onboarding discovery checklist. Work through each section with your collections manager, AR operations lead, and — where relevant — your Biz Tech or ERP administrator.
Why this matters: Enterprise AR environments are complex. Tesorio is highly configurable, but great configuration starts with great inputs and understanding of the as-is. Tesorio weighs in to advise on changes towards your goals.
Prepare your Tesorio Onboarding and align on why you need Tesorio
Document what you're trying to change. We don't just want to replicate your current state in Tesorio. We want to help you improve it.
What are the biggest pain points in your current collections process? (too manual, inconsistent follow-up, no visibility, poor segmentation, missed escalations)
What outcomes are most important to you in the first 90 days? (reduce DSO, improve team efficiency, improve cash forecast accuracy, reduce bad debt)
Are there any processes today that you know are broken and want to redesign from scratch?
Are there any constraints we should know about? (IT dependencies, quarter-end blackout periods, key personnel availability, ERP upgrade timelines)
What does success look like at 3, 6, 12 months?
Let's build your checklist!!
1. Collections Team Structure
Understanding how your collections team is organized helps us set up correct assignment rules, sending configurations, and worklist logic in Tesorio.
How many collectors are on your team? Are there dedicated collectors by segment, region, or account tier?
How are accounts currently assigned to collectors — manually, by ERP field, by rule?
Do collectors have individual email accounts, or do they use a team inbox?
Are there collectors in multiple time zones or geographies?
Who is the primary contact for collections configuration decisions — the Collections Manager, AR Director, or VP of Finance?
Are there planned team changes (new hires, org restructuring) that should be factored into the configuration?
2. Customer Segmentation
How you segment your customer base directly determines how many campaigns you need, who handles which accounts, and what tone and cadence are appropriate. Please document your current segmentation model — or define the one you want to move to.
Current Segmentation
Do you currently segment customers for collections purposes? If so, how? (e.g. Enterprise vs. SMB, by industry, by region)
What fields or criteria define each segment? Are these fields available in your ERP?
How are segments handled? Do you have special workflows or different ways of handling these segments differently?
Special Account Categories
Identify any customer types that require non-standard treatment:
Government / Public Sector — often requires extended terms and specific invoice formats
Partners / Resellers — may have negotiated terms or internal escalation paths
Accounts in active dispute — should be paused from automated dunning
Accounts with active payment plans — should be excluded from standard dunning while a plan is active
At-risk or strategic accounts — require white-glove handling; standard automated emails may be inappropriate
3. Dunning Cadences
Your dunning cadence is the foundation of your automated collections strategy in Tesorio. We need to understand what you do today, and if you already have a vision in mind, you can share. We work together on advising improvements and best practices that align with your goals.
Current Cadence (As-Is)
For each customer segment, document:
At what point do you send the first outreach? (X days before due, at due date, X days past due)
How frequently do you follow up? (every 7 days, every 14 days, escalating intervals)
How many touches are in the sequence before escalation?
Do you currently send at the invoice level or account level? (one email per invoice, or one consolidated email per customer covering all open invoices)
Is your outreach today automated, manual, or a mix?
What tool(s) are you currently using for dunning or other customer outreach? (e.g. ERP-native, email client, ticketing system)
💡Tip: In Tesorio, you can configure age-based campaigns (triggered by invoice aging) or calendar-based campaigns (triggered on a fixed schedule). Most enterprise customers start with age-based and add calendar-based for specific scenarios, such as monthly statement sends.
4. Email Templates
Tesorio campaigns use email templates that can be personalized with dynamic variables (customer name, invoice amounts, due dates, aging balances, and more). We need to understand what templates you have today.
Current Templates (As-Is)
Please share or document all email templates currently in use for collections outreach, examples below, not an exhaustive list
Initial Invoice Email — invoice has been created
Pre-due reminder — friendly reminder sent before invoice due date
Due date notice — sent on or around the due date
First past-due follow-up — first outreach after invoice becomes overdue
Second / third follow-up — escalating reminders
Firm demand / final notice — used for significantly aged invoices
Service interruption notice — used to interrupt services for significantly aged invoices
Escalation notice — sent when an account is being escalated to leadership or legal
Promise-to-pay (PTP) confirmation — sent after a customer commits to a payment date
Broken PTP follow-up — sent when a promised payment date passes without payment
Dispute acknowledgement — sent when a dispute is opened
Monthly / periodic statement — account statement summarizing open balances
Template Design Needs
Do different customer segments receive different templates (e.g. Enterprise gets a more personalized tone than SMB)?
Do any customers require templates in different languages?
Should templates be sent from the assigned collector's email address, a team inbox?
Do your templates currently include invoice attachments or account statements? Any other attachments needed?
Are there any branding or legal requirements for outbound collections emails?
💡 Tip: In Tesorio, you can configure a single campaign to send different templates to different customer segments automatically using Multi-Template Mapping — driven by a custom field value such as region, customer type, or tier. This means fewer campaigns to manage.
6. Tags
Tags in Tesorio are labels applied to customers or invoices that help your team communicate status, control campaign behavior, and organize worklists. They are one of the most powerful tools in your collections toolkit.
Current Tags (As-Is)
Document all tags or equivalent labels you currently use in your collections process — whether in your ERP, a spreadsheet, or another tool:
What statuses do you currently track manually? (e.g. "In Dispute," "Payment Promised," "Payment Plan Active," "Legal Hold," "Waiting on CS," "Escalated to Management")
Are any of these statuses used to pause or suppress automated outreach today?
Do you currently distinguish between invoice-level tags (applies to a specific invoice) and customer-level tags (applies to the account as a whole)?
Block List Tags
Identify any tags that should automatically exclude an account or invoice from campaign emails. Examples below:
Tags that indicate payment is already in transit (e.g. "Payment en Route," "Check Mailed")
Tags that indicate the invoice is disputed (e.g. "In Dispute," "Credit Pending")
Tags that indicate a payment plan is active
Tags for accounts where automated outreach is permanently inappropriate
Tags You Want Tesorio to Apply Automatically
Tesorio campaigns, automated workflows and agents can add or remove tags. Tell us:
Should any tags be automatically applied when an invoice reaches a certain aging threshold? (e.g. apply "90+ Days" tag at 90 days past due)
Should any tags be automatically removed when a payment is received?
Should any tags trigger an escalation task or assignee change when applied?
Any other scenarios?
7. Tasks
Tasks in Tesorio are collector and cross-functional action items — internal to-dos that ensure nothing falls through the cracks. Campaigns, workflows, and agents can create tasks automatically at specific points in the invoice lifecycle.
Current Task Management (As-Is)
How does your team currently track follow-up actions? (spreadsheet, ERP tasks, a separate tool, email folders)
What types of actions do collectors regularly need to take that can't be automated? (phone calls, internal escalations, dispute coordination)
What types of actions do sales, cs, legal, leadership regularly need to take that can't be automated?
How are tasks currently assigned — by collector, by segment, by account?
Do collectors have a daily worklist or priority queue? If so, how is it built today?
8. Escalation Process
Every AR operation has points in the collections process where an account graduates from automated dunning to human-led escalation. We need to understand where those thresholds are and what happens next.
At what aging threshold does an account move from automated dunning to manual escalation?
Who is responsible for managing escalated accounts — the collector, their manager, a dedicated escalation team?
Is there a formal escalation path? (Collector → Collections Manager → CFO → Legal)
Do escalated accounts require a different email sender or a phone call before further emails are sent?
Should escalated accounts be removed from automated campaigns entirely?
Is there a deactivation or service suspension workflow tied to collections? If so, who triggers it, and does AR play a role?
Do you involve Sales or Customer Success in the escalation process? If so, at what point?
Do you send collections accounts to a third-party collections agency? At what threshold and under what conditions?
9. Promise-to-Pay
Tesorio supports tracking customer payment commitments (Promise to Pay) and can pause or adjust campaign behavior based on whether a commitment has been made and honored.
Do your collectors currently capture promise-to-pay dates? If so, where are they tracked?
What happens when a promised payment date passes without payment? What is the follow-up workflow?
Next Steps
Once you've worked through this checklist, share your responses with your Tesorio Onboarding Specialist before the first design session. If you have existing documentation (process maps, email templates, org charts), attach those directly — it saves significant time during the onboarding sessions.