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How to Handle Inactive Customer Accounts

We’re introducing a new process to help keep customer data accurate and our systems running smoothly. This will help to automatically find and manage accounts that are inactive or have an outstanding balance, making sure the data is always up-to-date.

What We're Doing

This process is designed to:

  • Find Inactive Accounts: Automatically identify customer accounts that haven't been used in a while or have an unpaid balance.

  • Suspend Accounts: Suspend these accounts based on business rules that can be easily set.

  • Keep Things Clean: Run an ongoing, automated process to keep the system clean and optimized.

 

Key Features

Flexible Suspension Rules

The organizations can easily configure the criteria for suspending accounts. For example, the business can set rules based on:

  • Inactivity: No reservations in a set period (e.g., 12+ months).

  • Outstanding Balance: A balance over a certain amount (e.g., over $5).

  • Unpaid Duration: Balances that haven't been paid within a specific timeframe (e.g., more than 30 days).

These values can be fully customized to fit your specific needs and can be adjusted anytime.

One-Time Clean-Up

The System will run a one-time script to review and suspend up to 100,000 or more existing inactive accounts. This will quickly get the system to a clean, optimized state.

Ongoing Monthly Automation

A recurring process will automatically run each month (or the time is set up) to check for any new inactive or delinquent accounts and apply the same suspension rules.

 

How It Works for Customers

If a suspended customer tries to make a reservation, they will see a clear, friendly message letting them know their account is suspended and that they can't book at the moment. This helps them understand why they can’t proceed and what the next steps are.

How to Get Started

  1. Set Your Rules: Define the suspension rules that work best for your organization.

  2. Initial Clean-Up: Run the one-time process to apply the rules to all existing accounts.

  3. Go Live: The automation will then automatically apply these rules to accounts each month.

This process will help the organizations to improve data quality and system performance, making for a better experience for everyone.