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- 1. Customer Maintenance “Is”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 Yes 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 Is Customer Referred to CCC? Customer Completes 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 Is Customer Referred to Manager? Yes 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 Go To Page 2 Yes Manager Verifies Rate No Manager Provides Monthly Parking Application to Customer Manager Recieves Monthly Parking Application Page 5 Trigger END PROCESS Yes Page- 4 Yes Page- 3 No Page- 4 Page- 3 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? Is This An Account Update? Is This A Cancellation? No No Is This A New Account? Is This An Account Update? Is This A Cancellation? No No Yes Yes Yes Yes 1 Yes
- 2. Customer Maintenance “Is”Map (Parking: New Account)Accounting CustomerCare Center RealEstate Operations (Managers) Customer Third Party Manager Creates ServiceRequest In Oracle CCA Receives Monthly Parking Application From Manager Manager Sends Monthly Application To CCA CCA Makes Two Copies Of Monthly Parking Application CCA Sends Copies To AR & Facility Manager AR Receives Copy of Monthly Parking Applications Manager Receives Copy of Monthly Parking Application Manager Files Copy ofMonthly Parking Application A/R Verifies ServiceRequest and Inputs Information into both Oracleand PARIS Is Any Customer Information Missing? Manager Provides/ Contacts Customer for Missing Information AR Contacts Customer for Missing Information Customer Provides Information Yes Yes Is this an AVI Facility? No AR Mails Hang Tag to Customer Manager Receives Prox Card Yes No Transition to Billing Process AR Activates Prox Card Customer Receives Prox Card Transition To Customer Maintenance Page-1 Page-1 CCA Uploads Image of Application to PARIS and Shreds Paper Copy A/R Blacks Out Credit Card Number END PROCESS END PROCESS D E F H 2
- 3. Customer Maintenance “Is”Map (Parking: Cancellation)Accounting CustomerCare Center RealEstate Operations (Managers) Customer Third Party Page 1 Page 1 Contact Manager Contact Manager Manager Submits Service Request to Oracle A/R Receives ServiceRequest Customer Information deleted from PARIS and Oracle END PROCESS Page 1 I 3
- 4. Customer Maintenance “Is”Map (Parking: Customer Information Update)AccountingCustomerCareCenterRealEstate Operations (Managers) Customer Third Party Page 1 Is This A Payment Method Update? Is This A Basic Customer Information Update? Was Your Payment Declined? Is this a Credit Card Follow Procedurefor EFT or Check Payment Has The Card Expired? Was The Card Replaced? Are Funds Available? Does Customer Have Email Address? Is Customer Email Accurate in PARIS? Customer Provides Accurate Email Address Customer Provides Information Yes CCA Receives Updated Customer Information and Inputs into PARIS End Process No No No No Yes Yes No No CCA Verifies Declined Status in PARIS Yes Mail Credit Card UpdateForm to the Customer No CCA Informs Cannot Proceed Until Funds Replenished No End Process Yes CCA Advises Charge Will be Run Again Yes No Customer Updates Credit Card Information on the Web Yes CCA Updates PARIS with Accurate Email End Process Yes J Yes 4
- 5. Customer Maintenance “Is”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
- 6. Customer Maintenance “Is”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 RE 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 “Is”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? RE becomes awareof unpaid bill when aging report is run 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 RE Requests Billing Proof from Agency Third Party Agency Receives Request for Billing Proof Third Party Agency Sends Billing Proof to RE RE Receives 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 RE Initiates Collections Procedures Page 5 Begin Monthly Billing Cycle 7
- 8. Customer Maintenance “Is”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 RE Utility Provider Receives Payment for Utlity RE Receives Copy ofUtility Bill 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? RE Initiates Collection Process No AR Receives Payment from Customer Yes AR Updates Oracle to Reflect Utility Payment End Process P RQ O RE Sends Copy of Utility Bill to Brice Brice receives copy ofutility bills RE becomes awareof unpaid bill when aging report is run REReceives Spreadsheet AR Receives Spreadsheet Page 1 8