Follow up service
Follow Up Service sends automatic weekly emails and phone calls to families with outstanding balances on their account after their scheduled due date.
Note: To set up and mange the Follow up service's fees, contact customer support.
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Scroll to the bottom of the Tuition Management application.
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In the Dashboard section, select Follow up service. The Follow Up Service Dashboard appears.
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From here you can view, Delete, and Export both Follow Up Service and school late fees.
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We scan the system daily, identifying all families with outstanding balances, applied late fees, and with the Follow up service activated on their account.
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We apply any necessary fees. Depending on the school, the fees applied will be:
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Follow up service fee only
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Follow up service fee plus late fee
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Once a Follow Up Fee is applied to an account, emails automatically send to the primary email on the record. An email is also sent to the secondary email if the email is set to mirror primary email.
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We allow families 3-5 days to take action on the initial email.
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If the balance remains outstanding beyond the allowed response time, the application begins automated calls, using the primary phone number included on the family's record.
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Emails and phone calls continue on a weekly bases for the remainder of the billing month for all accounts that continue to carry outstanding balances prior to the system running its query.
Note: If a Follow Up Service fee is accessed in the last billing month on a payment plan, the service continues for a full 52-week period unless the balance on the account is paid in full.
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Follow Up Service fees apply the day after the account's due date.
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Schools can add a grace period
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If a grace period exists on the account, the Late Fee Applied date sets to the day after. For example, if the due date is the 1st and a 5-day grace period exists on the account, the late fee does not apply until 6th of each month.
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Schools can contact support for assistance waiving a Follow Up Service Fee or waive a fee themselves in the system.
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Follow Up Service fees can be removed on individual accounts or in batch.
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Once the school allotment of waivers is used for the year, contact support to waive any additional fees.
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The system defaults to always pay any outstanding Blackbaud Tuition Management fee first; it then allocates any school charges.
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Internal Managers can change the default order. Go to School Settings>Manage Tuition>Allocation Setup.
Schools can charge an additional fee on top of the Follow Up Servicefee. These fees are lumped together under one billing item labeled “Late Fee.”
Schools may charge late fees based on:
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Flat rate (Fixed Only)
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Percentage of the outstanding balance on the account:
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Greater of Fix or % amount
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Lesser of Fix or % amount
Note: Percentage based fees are based on the total outstanding past due balance on the account, not the monthly past due.
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Schools can dictate what balances on which the school late fee only are based.
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Tuition
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Less Discounts
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Specific discounts can be included /excluded
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School Fees
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Specific discounts can be included /excluded
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Admin Fees
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Smart Follow Up/Bank Fees
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Default threshold set to the amount of the Follow Up Service fee.
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Contact Blackbaud support to request a higher threshold.
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From the Follow Up Service Dashboard, select the family for which you want to delete fees.
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Select Delete. The Remove Followup Fee screen appears.
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In the Fees to be waived off column, select School (to delete the school's late fee) or Service (to delete the Follow up service late fee). You can select both.
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In the Reason box, enter why this fee is to be removed.
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Click Submit.
The export file includes:
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Family ID
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Family name
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Smart Fee amount
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School Fee amount
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Total Fee amount
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Date Added
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Date Paid
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Waiver Reason code
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Status information
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From the Follow Up Service Dashboard, select Export.
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Select a format for the exported content, such as Microsoft Excel.
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Select OK. The exported content displays in the selected format.