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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