Reminder workflow tailored to each customer

Reminder frequency

Reminder timing is one of the most important drivers of an effective reminder strategy. A reminder sent too early can feel intrusive, while a late follow up reduces the likelihood of payment. The challenge is to find the right pace according to the customer profile and the nature of the commercial relationship.

A pre-due date reminder sent a few days before the deadline helps prevent delays and preserves positive communication. Afterwards, reliable customers may require lighter follow ups, while high risk customers or large outstanding amounts call for tighter sequences.

A strong reminder workflow relies on a clear method: prioritising the right actions at the right time.

Communication channels

The choice of channel has a major impact on the effectiveness of your reminder strategy. Each medium conveys a different level of formality, urgency or proximity. The goal is to choose the right channel based on the reminder’s purpose and the customer relationship.

• Email: ideal for quick, personalised and traceable reminders. You can include a link to a payment platform and attach documents such as invoices.
• Phone call: direct and human, highly effective when clarifying a misunderstanding or securing a payment commitment. Useful after unanswered reminders.
• SMS: its immediacy makes it ideal for short and targeted messages before or just after the due date. SMS can include a payment link.
• Standard letter: suitable for more formal steps when electronic reminders remain unanswered.
• Registered letter: reserved for critical stages or late steps in an amicable recovery process, where proof of receipt is needed.

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The performance of a reminder workflow relies on the complementarity of channels. Automating simple actions while maintaining human contact where needed ensures efficiency and proximity.

Tone and message

Tone should evolve progressively throughout the reminder workflow. A direct tone too early may damage the relationship, while a soft tone for too long may delay payment. You need the right balance between courtesy, clarity and firmness.

• Early reminders: preventive and friendly tone, highlighting the due date or slight delay.
• Intermediate reminders: more direct, solution oriented tone to prompt regularisation.
• Final reminders: firm yet professional tone mentioning possible consequences such as late fees or pre-litigation.

Tone should also reflect the maturity of the customer relationship: the stronger the trust, the more direct you can be without creating tension.

Once these parameters are defined, the next step is combining them to create a coherent and effective reminder strategy. A reliable payer, a moderate risk customer and a recurrent bad payer should never be reminded in the same way.

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Reminder workflow examples for different customer types

Understanding who you are addressing is essential before building your reminder workflow. Each customer has a different relationship with payment: some meet deadlines strictly, some delay systematically and others wait for the last reminder before acting. Identifying these profiles allows you to design an effective and respectful reminder strategy.

Reminder workflow for a reliable regular payer

A reliable regular payer settles invoices on time, sometimes even early. Their behaviour reflects rigour and a healthy commercial relationship. The objective is to maintain trust and reinforce positive habits.

• D-5 before due date: friendly reminder via email or SMS.
• D+7 to D+10: automated email reminder only if a slight delay is observed.

If a reliable payer does not settle after the first reminder, you can add steps inspired by the moderate risk customer scenario. This progressive adjustment avoids transforming an occasional oversight into recurrent delays while ensuring coherent follow up.

Reminder workflow for a moderate risk customer

Their delays are occasional, usually due to oversight, absence or temporary cash flow pressure. The reminder workflow should remain balanced: structured enough to avoid chronic delays but never intrusive.

• D-5: pre-due date reminder via email or SMS.
• D+5: polite email reminder, mentioning the missed deadline and offering direct contact.
• D+15: more direct email or phone call to obtain confirmation or understand the cause.
• D+25: phone call if the delay persists to agree a plan of action.
• D+35: formal email or standard letter marking a more structured stage.

Reminder workflow for a recurrent bad payer

This profile frequently pays late, sometimes with disputes or complete silence. The reminder plan must be structured, documented and firm to prevent escalation and anticipate persistent unpaid invoices.

• D-5: pre-due date reminder via email or SMS.
• D+5: factual email detailing the invoice(s) and emphasising urgency.
• D+10: phone call to secure a firm commitment and identify obstacles.
• D+15: formal email or letter mentioning contractual terms and late fees.
• D+20 to D+25: final amicable reminder via email or registered letter, indicating that a formal demand may follow if the payment is not settled.
• D+30 to D+35: formal demand by registered letter with acknowledgement of receipt, specifying the outstanding amount and the deadline before escalation to a recovery partner such as a bailiff, lawyer or recovery agency.

Special case: the seasonal customer

Some sectors such as tourism, events or agri-food operate with strong seasonal fluctuations. These cycles affect cash flow and the ability to meet deadlines. A reminder workflow must therefore adapt to this rhythm: anticipate before peak season, reduce pressure during high activity and strengthen follow up afterwards.

The aim is to maintain smooth communication while avoiding unnecessary pressure during peak periods. An effective seasonal reminder strategy anticipates, understands and supports these fluctuations.

Example of a reminder workflow for a seasonal customer:

• Before peak season (D-30): preventive message via email or phone to highlight upcoming invoices and agree a tailored schedule.
• During peak season (D+40, D+55): spaced reminders with a friendly tone, maintaining contact without pressure.
• After the season (D+55, D+70): resuming structured reminders once activity stabilises. A formal demand may be needed if delays persist.

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Automate and personalise your reminder workflows with LeanPay

Between due dates, follow ups and manual tracking, building a reminder workflow can quickly become time consuming. Our accounts receivable software LeanPay allows you to configure your reminder strategy easily and ensures consistent, seamless follow up.

• Fully customisable workflows: configure each step, delays, channels (email, SMS, phone, letter) and tone.
• Flexible automation: You decide the level of automation. Some reminders, such as pre-due date notices, can be sent automatically, while others, which are more sensitive, can be manually validated by your team.
• Targeted assignment: apply scenarios based on profile, location, language, payment behaviour or group structure. This allows you, for example, to send a single reminder to all subsidiaries of a group.
• Advanced personalisation: messages include key variables (amount, due date, late fees) and necessary attachments (for email and letter reminders). Visual identity can also be applied.
• Centralised tracking: Thanks to the integrations with Outlook and Gmail, the history of reminders, channels used and customer replies is centralised, ensuring clear traceability and seamless follow up.
• Impact analysis: LeanPay provides clear reporting on scenario performance, helping you identify the most effective levers for improving collection rates.

• Direct customer portal link: every reminder email and SMS includes a link to the secure customer portal with integrated payment platform, where customers can view, download and pay invoices online.

LeanPay users divide by four the time spent on reminders. Why not you? Book a personalised demo with one of our experts.

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