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- 1. Customer Maintenance Should Map (Top Level)Accounting CustomerCare Center Customer Real Estate Operations (Managers) Third Party Customer Contacts Customer Care Center Is This A New Account? Yes Real Estate Customer Parking Customer Customer Contacts Third Party Broker to Rent Space Customer Contacts Accounts Receivable Customer Contacts Manager Are Spaces Available? Provide Customer With BasicRate Information Yes Is There A Waitlist? No Does Customer Want To Be On Waitlist? CCA Provides Alternatives: Do They Accept? PlaceCustomer On Waitlist CCA Sends Customer Monthly Parking Applications CCA Receives Monthly Parking Application No Does Customer Agree to Terms? CCA Notifies Manager Go To Page 2 Key: Step in Process Decision Step in A/R Alternative New Customer Process Step in Operations Alternative New Customer Process Page Transition Transition To Separate Process No END PROCESS Trigger 1 Trigger 3 Trigger 4 Trigger 5 Is This An Account Update? Is This A Cancellation? Page- 4 Page- 3 Yes Yes Manager Verifies Rate Page 5 Trigger END PROCESS No A B C Tenant Lease Lapsing Soon Trigger 6 Customer Contacts RE to End Lease Trigger 2 Page 6 Page 6 Trigger 7 Page 8 Monthly Utility Bill Sent to AP No Yes Yes No Yes No Yes No No Is This A New Account? Customer Referred to the CCC Customer Referred to the CCC Yes Yes No Yes Manager Provides Monthly Parking Application to Customer Yes Customer Completes Monthly Parking Application 1
- 2. Customer Maintenance Should Map (Parking: New Account)Accounting CustomerCare Center RealEstate Operations (Managers) Customer Third Party CCA Inputs Application Information into PARIS and Oracle Manager Receives Notification Regarding New Customer Manager Monitors Progress of New Customer Application CCA Contacts Customer for Missing Information Customer Provides Information Yes Is this a Hang Tag Facility? No AR Mails Hang Tag to Customer Manager Receives Prox Card No Yes Transition to Billing Process AR Activates Prox Card Customer Receives Prox Card Page-1 CCA Uploads Image of Application to PARIS and Shreds Paper Copy END PROCESS D E F H CCA Redacts CC Number From Application Is Any Customer Information Missing? CCA Creates ServiceRequest for A/R to Begin Monthly Billing Cycle AR Generates Facility-Specific AVI Permissions G 2
- 3. Customer Maintenance Should Map (Parking: Cancellation) Accounting CustomerCare Center RealEstate Operations (Managers) Customer Third Party Page 1 CCA Deletes Customer Information From PARIS and Oracle A/R Makes Note of Cancellation to Prevent Further Billing END PROCESS I CCA Informs Manager and A/R of Cancellation AVI Facility? Manager Retrieves Prox Card for Future Use Yes Hang Tag Facility No Manager Notes Customer Cancellation, Informs Patrollers 3
- 4. Customer Maintenance Should Map (Parking: Customer Information Update)AccountingCustomerCareCenter Real Estate Operations (Managers) Customer Third Party Page 1 Is This A Payment Method Update? Is This A Basic Customer Information Update? Is This A Credit Card? Was Payment Declined? Follow Procedurefor EFT or Check Payment Did Card Expire or Get Replaced? Are Funds Available? Customer Has PARIS On The Web Account? Customer Provides Information Yes CCA Receives Updated Customer Information and Inputs into PARIS End Process No No No Yes Yes CCA Verifies Declined Status in PARIS Yes Mail Credit Card UpdateForm to the Customer No CCA Informs Cannot Proceed Until Funds Replenished No CCA Advises Charge Will be Run Again Customer Updates Credit Card Information On The Web End Process J 4 End Process No No Yes Yes Is Login Info Correct? Yes CCA Obtains Accurate Email From Customer, Updates PARIS No Yes End Process
- 5. Customer Maintenance Should Map (Real Estate: New Customer) Accounting CustomerCare Center RealEstate Operations (Managers) CustomerThirdParty Page1 Broker Transmits Approved Lease Agreement To Customer Does Customer Agree to Terms and Conditions? REReceives Signed Lease from Customer and Sends to Legal for Review RECountersigns Lease and Provides Countersigned Copy To Tenant Customer Account Established in Oracle as Monthly Billable Account Customer Transmits Initial Payment AR Receives Initial Customer Payment AR Makes Copy ofPayment and Forwards to RE RESends Monthly Demographic and Billing Report to AR AR Updates Standard Memo Linein Oracle Customer signs lease, returns to RE RE Scans Copy of Lease and Saves in AR/RE Shared Drive Yes Broker Drafts Terms and Conditions of Lease Agreement No Customer Receives Signed Copy ofLease Transition to Billing Process Page 7 Legal approves lease? Yes No K 5 AR Receives Lease and Awaits Initial Payment
- 6. Customer Maintenance Should Map (Real Estate: Cancellation)Accounting CustomerCare Center RealEstate Operations (Managers) CustomerThirdParty Customer Notifies RE of Cancellation REReceives Cancellation Request From Customer Legal Reviews Cancellation Request AR Reconciles Customer Account for Late/ Remaining Payments AR Modifies Customer Account in Oracle To Stop Recurring Billing A/R Conducts Collection of Outstanding Bills RENotifies AR of Cancelling Customer Account RE Contacts Broker to Search for New Tenant Broker Searches for New Tenant Page 1 Is Customer Requesting Early Termination? RE Notifies Customer of Lease Expiration AR Generates Final Bills to Customer Customer Receives Notification of Pending Lease Expiration Does Customer Want to Continue Lease? Customer Notifies RE Of Intention To Continue Lease Yes RE Receives Notifcation That Customer Will Continue Lease Legal Advises RE On Terms Of Early Cancellation No Yes REAdvises Customer Of Early Termination Terms and Conditions Does Customer Agree to Terms? No Yes Customer Receives Final Bills Does Customer Pay Final Bills? End ProcessYes No End Process Transition to Billing Process L Page 1 Page 1 No 6
- 7. Customer Maintenance Should Map (Real Estate: Recurring Billing)Accounting CustomerCare Center RealEstate Operations (Managers) CustomerThirdParty Oracle Generates Monthly Rent Bill Customer Receives Bill AR Receives Payment and Applies to Customer Account Customer Makes Payment? Payment Marked as Past Due in Oracle Customer Requires Backups? Monthly Rent/ CAMBill Printed In AR AR Checks Bills Against Monthly Rent Sheet Upon Verification Copies of Bills Made to Shared Driveand Sent to RE Bills Sent to Customer Yes RERequests Billing Proof from Agency Third Party Agency Receives Request for Billing Proof Third Party Agency Sends Billing Proof to RE REReceives Proof and Sends to AR Yes No No End Process N M RE Sends Monthly Rent Sheet to Accounting AR Receives Backups, Includes in Customer Bill A/R Initiates Collection Procedures for Late Payments (Incl. Late Fees) Page 5 Begin Monthly Billing Cycle A/R Runs Oracle Aging Report 5 Days After Due Date to Determine Late Payments 7
- 8. Customer Maintenance Should Map (Real Estate: Utility Billing)Accounting CustomerCare Center RealEstate Operations (Managers) CustomerThirdParty AP Receives Utility Bill From Provider AP Pays Utility Bill In Full to Utility Provider AP Generates Copy ofUtility Bill and Sends to Brice Utility Provider Receives Payment for Utlity Brice Conducts Submeter Reading for Utility Brice Generates Utility Breakdown. Sends Spreadsheet to RE/AR Brice Generates Bill and Sends to Customer/RE/AR RE Receives Submetered Bill From Brice AR Receives Submetered Bill From Brice Customer Receives Submetered Bill From BRICE AR Creates Placeholder in Oracle for Itemized Invoice Does Customer Pay Bill? A/R Initiates Collections Procedures for Late Payments (incl. Late Fees) No AR Receives Payment from Customer Yes AR Updates Oracle to Reflect Utility Payment End Process P R Q O Brice receives copy ofutility bills A/R Runs Aging Report 5 Days After DueDate To Determine Late Payments REReceives Spreadsheet AR Receives Spreadsheet Page 1 Payment Marked as Past Due in Oracle 8