Home

  
 
 

Search Knowledge Base


Knowledge Base Web View
Total Records: 103
ID Title Type Of Article
1457 
Firewall Lost Connection between network or internet Support
1439 
Engage SQL Errors and find a stuck user session means RDP Server needs to be rebooted How To
1404 
Setup Engage BMS Launch Batch File for Engage Startup How To
1381 
Work Order Task Details Updates to Main Work Order How To
1374 
Engage Corrupt Application Run Directory SCVersion10 Error Missing Variable Input Support
1323 
Sophos MDR Managed Detection and Response Sales Collateral
1317 
Reenabling Home Page or Web Page Views for Outlook Folders How To
1312 
Case Studies and Success Stories Sales Collateral
1228 
Customer Care Vendor Management & Billing Protocol SOP
1177 
MS365 Updates March 2022 Document
1171 
Check Junk Folder and Quarantine Email on Office 365 to find missing emails How To
1158 
Enable IE Compatibility Mode in Windows Edge Browser How To
1155 
Change your Microsoft 365 for business password to keep your account secure How To
1145 
Export Gmail and Import into Outlook How To
1144 
MS Teams How To Videos Training Resources
1130 
How to create a Fillable PDF from Engage Check List How To
1108 
Microsoft Office Cheat Sheets Training Resources
1107 
Excel Training Tips and Tricks Training Resources
1106 
Outlook Training Tips and Tricks Training Resources
1105 
Word for Windows Training Tips and Tricks Training Resources
1065 
Email DMARC stands for Domain-based Message Authentication, Reporting and Conformance Support
1056 
How to backup and restore Taskbar Pinned Apps How To
1037 
Engage Startup Settings will Crash if not setup correctly Support
1031 
Create and Edit Disclaimer Footers for Engage Reports and Forms How To
1028 
New Feature for Quote Module ---- Quotation Expiration Notice: How To
Add New  Records per page  1 of 5   
Engage Knowledge Base Web View         Support          Print
Title New Customer: Billing, Collecting, Memorized Transaction      
Resolution Symptoms:

Possible Cause:

Resolution:
 
Sales signs paperwork and creates project.
 
      • Sales Resource fills out part of checklist and hands folder to Todd for review
      • Todd hands folder to Billing/ Processor after it is reviewed
      • Billing invoices customer, collects payments, and sets up contracts
          • Set up fees are paid in advance by check or credit card picked up by sales.  If sales does not pickup a set up fee for any reason then accounting will generate an invoice for the set up fee and email it along with a credit card authorization form to the customer.  Not receiving the set up fee will not prevent the project from moving forward it will only prevent the PM from scheduling the resources.
          • First Month is collected up front by check or credit card.  If paid by check we collect payment and send customer invoice.  If we have a credit card authorization form then an email is sent to customer along with invoice asking permission to charge the card.  If we don't have a check or credit card info then an invoice is emailed to the customer along with credit card authorization form and we wait for payment.  This payment will cover the first month of service (the month they "go live").  A new memorized transaction is set up with a Future Date (2 months in advance) and not begin until billing specialist is notified to start it by service/sales via Project Manager email update.  Not receiving the first month of payment will not prevent the project from moving forward it will only prevent them from "going live".  
          • Hardware orders are sent to accounting to be invoiced and then Todd & Purchasing to be ordered.  Hardware must be paid in full prior or Purchases Agreement Created (Billing) to place the order unless there is an exception (i.e. expedite needed, dollar amount below $500, etc.).  If we have credit card info then email is sent to customer along with invoice asking permission to charge the card.  If we don't have credit card info then an invoice is emailed to the customer and we wait for payment.  Hardware will not be ordered until we receive payment from the customer.
      • After customer has been invoiced for set up fee, first month and/or hardware, Accounting adds services to "special programs" tab, and enters description of help desk coverage in the "service coverage" green box on the main screen the SLA from contract creation.
      • Accounting adds Invoices to customer physical and digital folder under customer docs
      • Accounting  fills out part of the check list and hands folder to sales rep
      • Sales reviews customer profile in Scorpion for accuracy
      • Sales talks to Project Manager (PM) about the details of project and get's a target go live date.  Sales hands folder off to PM and PM makes contact with the customer.  Post payment of set up fee, PM sets ETA and confirms the project with the customer.
      • PM schedules transfer of knowledge meeting (If necessary) with Sales, SE & Service dept. (Todd, Deming, Ponticello & Kohrs (If hosted) to discuss the details of the project.  Then PM sets ETA and confirms project with the customer.
      • Once Payment is received for either the first month or hardware, Accounting will add a note to the project and send an update through the project manager to the project team so everyone knows payment has been received.
      • Service schedules "go live" date with customer upon final receipt of first month's payment.
      • When Service closes the project and the customer has "gone live" Sales and Service will notify Accounting by sending an update through the project manager to begin the reoccurring billing and memorized transaction on the following month.  Their first bill will be credited for the prorated amount that they have already pre paid.   
 
 
 
 
          • Example 1 - Customer paid $2,000 for their first month and they go live on January 15th.  They will be credited $1,000 on their Feb 1st invoice and will have a total due of $1,000.  Their first full bill month will be March and will continue thereafter.
          • Example 2: Customer paid $2,000 for their first month and they go live on January 7th.  They will be credited $387.10 on their Feb 1st invoice ($2,000/31 days times 6 days).  Their first full bill month will be March and will continue thereafter.
          • Example 3: Customer paid $2,000 for their first month and they go live on January 22nd.  They will be credited $1,354.84 on their Feb 1st invoice ($2,000/31 days times 21 days).  Their first full bill month will be March and will continue thereafter.
Sales rep/Account manager will follow up with customer post onboarding to ensure satisfaction, adjust users, devices, and invoices accordingly.
Vendor *
Web Link
Date Entered 5/1/2018
You Tube Link https://www.youtube.com/watch?v=zmUL60pXdww
Type Of Article Support
Article ID 221


  Copyright    Lietz Development, Inc. 1996. All Rights Reserved.