Customer Details
Customer
A Leading Bread And Pastry Manufacturer, Part of a Broader Conglomerate's Brand Portfolio
Industry
Food & Beverage
A leading bread and pastry manufacturer, part of a larger food conglomerate, was managing credit limit exceptions for customers across three countries using nothing more than manual tracking and informal agreements. Each country had its own standard credit terms, and whenever a customer needed to temporarily exceed their limit, the arrangement, along with the repayment schedule, lived outside any structured system. Following up on these exceptions relied entirely on someone remembering to check back, with no shared process across regions to keep things consistent.
Joget was used to build a Credit Limit Exception Management System that routes every exception request through a formal approval flow before any change touches the customer’s account. Once approved, the new limit updates directly in JD Edwards, the same system used for billing, so there’s no gap between what’s approved and what’s reflected on the account. The system also schedules a follow-up review every 2 to 3 months for each active exception and notifies both the customer and internal staff when it’s due. The result is a single consistent workflow across all three countries, automated follow-ups that no longer depend on manual memory, and a billing system that stays aligned with what’s actually been approved.
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CHALLENGES
Manual Tracking Across Borders, No Structured Record
- The client’s customers across various regions are each set up on different standard credit terms — some on 15-day terms, others on 3-month or 6-month terms, depending on the customer and the region they’re based in.
- From time to time, a customer would need a temporary exception to their credit limit — for example, a customer with a standard limit of 70,000 might need to exceed that temporarily, with an agreed commitment to pay down the excess in installments over the following months (for instance, 12,000, then 13,000, then 15,000 across successive payments).
- There was no dedicated system to record this kind of exception or the repayment commitment attached to it.
- The agreement itself — what the temporary limit was, and how it would be paid down — existed outside any structured record.
- As a result, both updating the customer’s credit limit to reflect the exception, and remembering to revisit that exception at a later date to confirm it was still
appropriate, depended on someone manually keeping track and following up — across three countries and varying credit terms, with no shared process to
standardize how this was handled.
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SOLUTIONS
A Unified Approval Flow Connected to JD Edwards
- A Credit Limit Exception Management System was built on Joget, where any credit limit exception request goes through a formal approval flow before any change is made to the customer’s account, ensuring exceptions are reviewed and authorized consistently rather than actioned informally.
- Once approved, the new credit limit is updated directly in JD Edwards, so the exception is reflected immediately in the same system used for billing and account management, rather than existing only as a side agreement.
- The app automatically generates a follow-up review request every 2–3 months for each active exception, so the exception is revisited on a set schedule rather than relying on someone remembering to check back on it.
- When that follow-up is triggered, a notification is sent to both the customer and the relevant internal staff, so both sides are aware a review is due and can act on it together.
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RESULTS
One Workflow, Zero Forgotten Follow-Ups
STREAMLINED
Review / approval processes
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CONSISTENT
Workflows, less silos
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AUTOMATED
Follow-ups, less manual tracking
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Credit limit exceptions across all three countries, each with their own standard credit terms — are now requested, approved, and reviewed through a single, consistent workflow, rather than being handled separately or informally on a case-by-case basis.
The 2–3 month follow-up now happens automatically for every exception, removing the reliance on manual tracking and reducing the risk of an exception being left unreviewed or forgotten over time.
Because approved exceptions update JD Edwards directly, the credit limit reflected in the billing system stays aligned with what's actually been approved, without a separate manual update step.