YELLEVATE

6.53
DISPUTES ANALYSIS
Refocus Group Project 1 | Batch 3
Group 9 | October 2022
ABOUT US

We are one of the teams in the Data Analytics Department of

Yellevate. Our team specializes in data analytics relating to the
issues encountered by the company. With the available dataset
and information, we help the management and the decision
makers/ strategists of the company to better understand our
business. Our insights and visualization can guide them to
make informed and reasonable decisions for the growth of the
company and for stakeholders’ benefits.

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MEET THE TEAM :

Dao-ayan, Ted Ivan Abrugar, Bernie Arceo, Leo Jose

Leader

Austria, Eres Joy Bermudez, Brindalyn Garcellano, Charm Mae

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AGENDA
❑ Identifying the causes of disputes and come up with actionable strategies to solve them.
❑ Understanding and assessing business performances and operations for the growth of the company, to
improve its processes and satisfy the ultimate stakeholder: our customers.

01 04

PROBLEM STATEMENT CAUSES OF THE PROBLEM

02 05

BUSINESS OVERVIEW RECOMMENDATIONS

03

PERFORMANCE ANALYSIS

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PROBLEM
STATEMENT
Here are the following circumstances that may contribute or relevant to the dispute issues of the company:

26 days 36 days $526,264

average processing time average processing time
in which the invoices are for the company to
settled settle the disputes
For the five (5) countries that the company are servicing, France has been

identified with the highest losses from the disputes (in USD)

17.69% 4.67%
percentage of disputes percentage of
raised against the revenue lost from $81,291
company resulted in a disputes $17,046 $22,936 $42,630
payment opt-out
Spain United States China Russia France

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BUSINESS OVERVIEW
▪ Yellevate is an American marketing service company.
▪ It helps mid-sized companies to launch their marketing operations, which include things like,
email marketing, website development, content creation and others.
▪ The company’s geographical market are China, France, Russia, Spain and United States.
 PERFORMANCE ANALYSIS
100 customers 2,466 invoices 1,895 invoices

Number of customers serviced in Total number of invoices issued Out of the total invoices, 1,895
76.85%
the 5 countries in 2020 and 2021 in 2020 and 2021 invoices are without issues or
76.85%

Percentage of Collection/ Settlement Days

0 day or
on-time
64.44%
1-15 days 28.51%
470 dispute wins
16-30 days 6.73% 82.31%
Out of the 570 disputed
31-45 days 0.32% invoices or 76.85%

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 COUNTRIES’ TRACK RECORD
Revenue – $4.004M China
Collection – $3.962M or 98.94% 27.1%
Disputed Lost - $42K or 0.29% of Total Revenue
Revenue – $3.942M France
616 Invoices, 5 not paid
26.7%
of Total Revenue
Collection – $3.416M or 86.85%
Disputed Lost - $526K or 3.56%
561 Invoices, 76 not paid

Revenue – $2.450M Russia

Collection – $2.369M or 96.68%
Disputed Lost - $81K or 0.55%
16.6 %
of Total Revenue
387 Invoices, 13 not paid

Spain Revenue – $2.738M United States

Revenue – $1.635M
Collection – $1.618M or 98.96%
11.1% 18.5%
of Total Revenue
Collection – $2.715M or 99.16%
Disputed Lost - $23K or 0.16%
Disputed Lost - $17K or 0.12% of Total Revenue
506 Invoices, 3 not paid
396 Invoices, 4 not paid

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 DISPUTES ANALYTICS
Invoices Count of Disputes Lost France Customers' Disputes Raised vs. Disputes Lost

China France Russia Spain United States Disputes Dusputes Lost

27
24
4 3 5 22
21

17 17 17
13
11
12 11 9
8
7 7
8 8 8 5
6
6 5 3
4 3 1
2 2 2 2 1 1 1
On the 5% disputed lost, 76 invoices

or 3% of the total 2,466, were raised

76
from France

As France garnered the highest disputed lost, the graph shows the frequency of disputes requests

vis-a-vis to the disputes lost from these customer

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 CAUSES OF THE PROBLEM
▪ Unsatisfactory work
▪ Contract technicalities/ Never agreed/ wasn’t aware of payment
▪ Late Delivery
▪ Pricing disagreements
▪ Customer unable to make payments
▪ Invoice processing errors
▪ Customer deliberately avoiding payments

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 RECOMMENDATIONS
Unsatisfactory work
▪ Any client’s feedback indicating dissatisfaction with the work should be addressed as soon as possible.

▪ Once the project is completed, discuss the results/service delivered to the customer and set a Warranty Period for any corrections/amendments and disputes.

Contract technicalities/ Never agreed/ wasn’t aware of payment

▪ Request for an approved Purchase Order from the customer, indicating the specifics of the services needed and budget or spending limit amount of the
customer.

▪ Execute a Statement of Work / Master Service Agreement, which will be signed by both parties (Yellevate and customer) and will serve as parties’ agreed-upon
contract. Such will outline the details of the project, target date of completion, expected delivery date, desired results, terms and mechanics for the
amendment or correction of the services delivered, payment terms, late payment penalties, dispute procedures or how the disputes are handled/resolved,
etc. Having a clear contract in place before any work commences is vital to avoid future issues to arise.

▪ For the existing contracts, revisit the details and amend if necessary. Any revisions should be clearly discussed and agreed with the customers.

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 RECOMMENDATIONS
Late delivery
▪ It is important to communicate this fact to the customer as soon as possible and provide an expected delivery date.

▪ If at fault for the late delivery or have missed the promised date, the company may want to offer a DISCOUNT or CREDIT to the customer to improve their
experience.

Pricing disagreements

▪ Going over the pricing before starting a job and then keeping the customer constantly up to date with the billable hours as the job progresses can help avoid
any pricing disputes when it comes time to invoice them.

Customer unable to make payments

▪ Implement/require for a Partial Payment Upfront (Upfront Fees) to cover some (or all) of the costs and impose late fees/penalties to discourage further
payment delays.

▪ Set and consider adjusting the Credit Limit of the customers to not put the business at financial risk when extending credit to them.

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 RECOMMENDATIONS
Invoice processing errors
▪ Avoid Manual Invoice Process, this is prone to human error and invoice processing/billing details’ mistakes. Using automated invoicing tool or software will
ease the dealing of high invoice volumes and mitigate errors.

Customer deliberately avoiding payments

▪ The company can implement a pre-engagement procedures, such as conducting an assessment/background check, researching client information/requiring for
the business documents (e.g. permits/registration documents) from the customer.

▪ Last resort, if unable to amicably resolve the invoice dispute with the customer, the company may have to take a legal action. If the debt is large enough or
the company feels that the customer is deliberately trying to avoid paying, it could be the only option.

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 THANK YOU!!!

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