The document outlines various customer maintenance processes for parking, real estate, and utility billing. It provides flow charts showing the steps and decisions involved in processes like new accounts, cancellations, information updates, recurring billing, and more. Key entities involved include the customer care center, real estate operations, accounting/AP, and sometimes third parties. The goal is to map the "should" processes for different customer maintenance scenarios.

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