Professional Services · Billing

Fee Dispute Intake & Escalation

Handle client billing disputes fairly and route them to the right person.

Apps this needs

Billing System Time entry, pre-bills, invoices, aging and expense data for the practice. Connect during setup
SIP Trunk Route inbound & outbound calls through your phone system. Connect during setup

How it works

  1. Takes the dispute details without arguing or dismissing the concern, via voice (Twilio, 3CX, RingCentral, or a carrier-direct SIP trunk).
  2. Checks disputed line items against the actual billing/time entry record for basic factual verification, via the billing system.
  3. Escalates any substantive resolution or adjustment decision to the responsible professional or billing manager.
  4. Confirms the outcome to the client once resolved, written to the billing system.

Data sources

Billing system time entry/invoice detail

What it targets

  • Disputes acknowledged within 1 business day Target 95%
  • Disputes resolved within the firm's target timeframe Target 85%