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U.S. Xpress, Inc.

"Do it Right" ... Using GETPAID for Process Improvement

The Revenue Accounting Management team at U.S. Xpress is using GETPAID to achieve a high level of productivity and customer service. "We implemented GETPAID in June of 2000, and since then we have seen tremendous progress especially in our ability to quickly resolve problem invoices," states Doug Swafford, Credit and Collections Manager at U.S. Xpress. "The workflow management tools, mass correspondence capabilities and built-in follow-up allow us to be more efficient and effective."

RESOLVING PROBLEM INVOICES

At U.S. Xpress they have configured the GETPAID Dispute Resolution System (DRS) to match their specific business model. "In the trucking and transportation industry, we often have disputes related to billing and rating, chargebacks, routing guides, lumper fees, detention charges and other accessorial charges," comments Doug. "With GETPAID we are able to properly code each problem invoice and then work them through the resolution process, bringing in the billing, sales and customer service teams as necessary.

"Every two weeks a Billing and Rating Issues Committee meets," explains Doug. "We use the reports and graphs generated by GETPAID to determine specific areas that need to be addressed in terms of process improvement or additional resolution. The system helps bring us all together so that we can resolve customer issues quickly, contributing to our high marks in the area of customer service."

AWARD WINNING CUSTOMER SERVICE