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Everyone wants a streamlined invoicing process: an accurate invoice, sent on time, paid promptly with the correct reference, and automatically processed in the financial system. The records are accurate, and there’s nothing left to worry about. That’s the happy flow.
But reality often tells a different story… And that’s exactly where the opportunities lie! At FIQAS, we tackle the (inevitable) exceptions in the process in a smart way. Because by optimising the unhappy flow, you expand the happy flow.
Why the happy flow alone isn’t enough
Let’s be honest: the happy flow is an ideal. But payment processing is full of nuance. Not every exception is a mistake. Sometimes, it’s simply different, unexpected — or even an attempt to do things in a new way.
For example:
- A direct debit fails due to insufficient funds at that moment.
- A payment comes in without a reference, because the customer has multiple invoices outstanding.
- A French-speaking customer receives only a Dutch PDF invoice.
- Or a payment is delayed. Not out of bad intent, but due to force majeure or other (temporary) obstacles.
These aren’t errors — they’re scenarios. And if you already know they’re bound to happen, you can anticipate them smartly. That’s where FIQAS brings real value.
What do we really mean by the unhappy flow?
The unhappy flow covers anything that deviates from the smooth, standard route. Not just ‘problems’, but the kinds of exceptions that occur in every organisation. It could be an invoice that bounces back, or an international client with different currency or legal requirements.
The difference is in the approach: treat these exceptions not as disruptions, but as a fully integrated part of your process.
Focus on the exceptions too
Many software solutions focus on the happy flow. But FIQAS builds solutions that, by default, take exceptions into account — because that’s where the noise, delays and frustrations often originate.
We always look for the ‘question behind the question’. That’s why clients regularly involve us in brainstorm sessions and requirements workshops. We ask the right questions, contribute proactively, and identify pain points early on. Sometimes, we spot issues before our clients even notice — simply because we are constantly working on process optimisation.
And if a problem does arise? We solve it. Quickly, efficiently, and without unnecessary complexity.
Turning the unhappy flow into an opportunity
It’s in those exceptional situations that you show what you’re really made of. By offering a payment plan, for example, to customers with temporary payment difficulties, you can turn an unhappy flow into a happy one. This leads to clear benefits:
- Higher customer satisfaction
- Fewer manual interventions
- Faster payments
- A smoother, more positive workflow for your team
By taking a smart approach to the unhappy flow, you improve not only your cash flow, but also your customer relationships.
