At The Kaplan Group, we have long contended that unpaid invoices are not simply accounting problems.
Yes, they represent cash flow gaps that can turn into hard writeoffs. But beneath these entries are relationship issues that must be resolved before back debt can be recovered.
This insight drives every step we take in recapturing large sums for clients across the U.S. and the world. It’s also the reason Manage CFO Magazine has named The Kaplan Group its Top Commercial Collection Services award winner for 2026.
Why business relationships come first
In complex commercial claims, raw pressure is not always the fastest path to payment. The crucial first step is understanding why the invoice remains unpaid.
Did our company fail to meet customer expectations by delivering late?
Did we ship the wrong goods? Render services that somehow missed the mark?
Is our customer in financial trouble right now due to market shifts, burdensome debt, supply-chain issues (or something else?
Is internal turmoil – the loss of key leaders, infighting among senior staff or any other issue – making it hard to pay on time?
How has communication broken down between us and how can we mend it?
Every payment dispute is different, but achieving clarity is always the starting point, as Manage CFO editors highlighted in their coverage of the award.
Solving the problem instead of chasing the payment
With verified facts on the table, we can trace our way back to any disconnects that triggered non-payment. The process might include clarifying the original contract terms, scope of work or purchasing agreement. Resetting the relationship creates a path to workable solutions.
In every dispute, early action matters. The longer communication stalls, the likelier that a customer’s resistance will harden. Engaging customers early opens doors for successful resolution without costly litigation.
Case in point: unwinding a dispute to reach successful settlement
Case histories reveal how a relationship-first approach leads to financial recovery and – if both parties want it – a continued business relationship.
In investigating a recent six-figure claim, we learned that the debtor was deeply unhappy with the quality of services delivered. Legal action against the creditor had already been threatened. We carefully reviewed the contract and asked for evidence to support claims of poor quality. Gradually, a conversation opened between debtor and creditor based on clarity around what might have gone wrong, but also what portion of the services rendered had gone smoothly. This formed the foundation for a structured repayment plan in place of a long, drawn-out and very expensive court battle.
AI cannot replace the skill of experienced professionals
Manage CFO editors asked our views on technology as a collection tool, especially in complex cases involving hundreds of thousands of dollars (sometimes millions).
While automated billing and receivables tracking can yield crucial insights, the data streams within these systems are no substitute for human thought, action and understanding. People are the point here. Solutions come from people inside the debtor’s organization and people inside the creditor’s sales, service and billing teams. Intel from automated systems must come together with facts gathered from all parties, brought together by professionals who understand debt and collections law and stand ready to craft fair solutions.
We are deeply grateful to Manage CFO for seeing and recognizing the differences that set The Kaplan Group apart from many others in our field. Thank you for honoring us – and for giving us the opportunity to share our views with leaders in all industries.
You can find the full article on our 2026 award here.