Maintain Customer Profile C2M.v… · Web view2020-06-04 · If the customer’s credit or cash-only score is required, enter credit or cash-only score information. The process

Maintain Customer Profile

3.4.2.1 C2M.v2.7.CCB .v2.6.Maintain Customer Profile

C2M.v2.7.CC&B v2.6

3.4.2.1 CC&B Maintain Customer Profile

Creation Date:April 27, 2009

Last Updated:October 25, 2019February 6, 2019

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Contents

Brief Description4

Business Process Model Page 15



Detail Business Process Model Description8

Test Documentation related to the Current Process12

Document Control13

Attachments14

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Brief Description

Business Process:3.4.2.1 C2M.CCB Maintain Customer Profile

Process Type:Sub-Process

Parent Process:3.4.3 C2M.CCB Provide Customer Service

Sibling Processes:

This process describes typical scenarios regarding how the system allows the Company to store and update customer profiles.




Detail Business Process Model Description

1.0 Search for Customer

Actor/Role: CSR or Authorized User

Description:

As a result of a customer request, the first step is to determine if that person exists or, if not, create a new person. The CSR is responsible for fulfilling customer requests.

1.1 Request Update Customer Information


Description:

The CSR or Authorized User is responsible for updating customer information.

1.2 3.3.1.1 C2M.CCB Establish Person and or Account


Description:

The CSR or Authorized User creates a person and/or an account. Refer to 3.3.1.1 C2M.CCB Establish Person and or Account.

1.4 Update Account Information


Description:

The CSR or Authorized User updates the required account information. Refer to 3.3.1.1 C2M.CCB Establish Person and or Account.

1.5 Enter auto-pay


Description:

If the customer requires automatic payment on their account, enter the auto-pay information. Refer to 4.3.1.1b C2M.CCB Manage Auto-Payments

1.6 4.3.1.1b CC&B.Manage Auto-Payment


Description:

If the customer requires automatic payment on their account, enter auto-pay information. Refer to 4.3.1.1b C2M.CCB Manage Auto-Payments

1.7 Enter Credit or Cash-Only Score Information


Description:

If the customer’s credit or cash-only score is required, enter credit or cash-only score information. The process is provided 3.4.2.2 C2M.CCB Manage Customer Risk.

1.8 3.4.2.2 C2M.CCB.Manage Customer Risk


Description:

Customers credit risk processes are provided in 3.4.2.2 C2M.CCB Manage Customer Risk.

1.9 Enter Budget Information


Description:

If a customer requires a budget, enter budget information. The process is provided in 3.4.4.1a C2M.CCB Enroll in Budget.

2.0 3.4.4.1a C2M.CCB Enroll in Budget


Description:

The Budget enrollment process is provided in 3.4.4.1a C2M.CCB Enroll in Budget.

2.1 Initiate Cancel Budget


Description:

If a budget cancellation is required, initiate cancellation. The process is provided in 3.4.4.3a C2M.CCB Cancel Budget.

2.2 3.4.4.3a C2M.CCB Cancel Budget


Description:

The Budget cancellation process is provided in 3.4.4.3a C2M.CCB Cancel Budget.

2.3 Enter Customer Deposit


Description:

If a customer deposit is required, enter the deposit information. The process is provided in 3.3.3.2 C2M.CCB Determine Customer Deposit (Cash, Non-cash, 3rd party).

2.4 3.3.3.2 C2M.CCB Determine Customer Deposit, (Cash, Non-cash, 3rd party)


Description:

The Cash, non-cash and third party deposit process is provided in 3.3.3.2 C2M.CCB Determine Customer Deposit (Cash, Non-cash, 3rd party).

2.4.1 C2M.CCB.v2.6. Manage Customer Contacts


Description:

The CSR or authorized user creates a customer contact to record the transaction between the Customer and the Company. The process is provided in C2M.CCB.v2.6. Manage Customer Contacts.



Description:

As a result of a customer request, the first step is to determine if the person exists or a new person needs to be created. The CSR is responsible for fulfilling customer requests.

2.6 Request Update Service Information


Description:

The CSR or Authorized User is responsible for updating service information on the premise

2.7 3.3.2.1 C2M.CCB Start Premise Based Service


Description:

The CSR or Authorized User starts service for a premise. Refer to 3.3.2.1 C2M.CCB Start Premise Based Service.

2.8 Update Premise Information 5.1.5.1 C2M.CCB Manage Metered Site


Description:

The CSR or Authorized User will update required information for the premise. Refer to 5.1.5.1 C2M.CCB Manage Metered Site

2.9 Update Service Agreement


Description:

The CSR or Authorized User will update required information for the service agreement.



Description:

As a result of a customer request, the first step is to determine if the person exists or a new person needs to be created. The CSR is responsible for fulfilling customer requests.

3.1 Request Update Service Information


Description:

The CSR or Authorized User is responsible for updating service information.

3.2 3.3.2.1 C2M.CCB Start Non-Premise Based Service


Description:

The CSR or Authorized User starts service for a non-premise based service. Refer to 3.3.2.2 C2M.CCB Start Non-Premise Based Service.

3.3 Update Service Information


Description:

The CSR or Authorized User is responsible for updating service information. Refer 5.1.5.2 C2M.CCB Manage Un-Metered Site

3.4 Update Service Agreement


Description:

The CSR or Authorized User updates the required information for the Service Agreement.

Test Documentation related to the Current Process

ID

Document Name

Test Type

Document Control

Change Record

1

Date

Author

Version

Change Reference

4/27/09

Stephanie Rogers

Draft 1a

No Previous Document

10/21/10

Geir Hedman

Update Title and Content page

2/8/11

Geir Hedman

Update Document and Visio

08/13/13

Dean Davis

Update Document and Visio

10/10/2013

Galina Polonsky

Reviewed, Approved

09/07/2017

Ekta Dua

Updated word and visio to v2.6

09/22/2017

James Forman

Updated word and visio to C2M

10/15/2013

Galina Polonsky

Reviewed, Approved

08/20/2018

Jerry Chick

Replaced the Visio flow diagrams. Added step 2.4.1 Create Customer Contact. Other grammatical and syntax corrections.

08/29/2018

Galina Polonsky

Reviewed, Approved

06/03/2019

Satya Kalavala

Updated format for v2.7

Attachments

iv

7

3.4.2.1 C2M.v2.7.CCB .v2.6.Maintain Customer Profile


a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a

PRODUCT LINE/RELEASE

PeopleSoft Business Process Engineering

CREATED BY

__________

BPE APPROVAL

__________

PRODUCT LINE APPROVAL

FILENAME

PAGE NAME

REVISED

PeopleSoft Proprietary and ConfidentialCopyright 2005 PeopleSoft, Inc. All rights reserved.

3.4.2.1 C2M.v2.7.CCB Maintain Customer Profile

C2M(CCB)

CSR or

Authorized

User

Customer

3.4.2.1 C2M.CCB Maintain

Customer Profile

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

C2M.v2.7.CCB


PM URM Team

CREATED BY

BPE APPROVAL

__________


VisioDocument

FILENAME

Page-1

Page Number

10/25/2019

REVISED

Oracle Proprietary and Confidential


1.0

Search For

Customer

Person Exists

1.1

Request Update

Customer

Information

1.2

3.3.1.1

CC&B.Establish

Person And Or

Account

No

Yes

Account

Information

Requires

Modification ?

Auto-Pay

Required?

Update Credit

And Collection

On Account?

Budget

Required?

Cancel

Budget?

Deposit

required?NoNoNoNo

1.4

Update Account

Information

1.5

Enter Auto-Pay

1.7

Enter Credit Or

Cash-Only Score

Information

1.9

Enter Budget

Information

2.1

Initiate Cancel

Budget

2.3

Enter Customer

Deposit

YesYesYesYesYesYes

Take No Further

Action

NoNo

Customer Calls

Company

1.6

4.3.1.1b

C2M.CCB.Manage

Auto-Payments

1.8

3.4.2.2

C2M.CCB.Manage

Customer Risk

2.0

3.4.4.1a

C2M.CCB.Enroll In

Budget

2.2

3.4.4.3a

C2M.CCB.Cancel

Budget

2.4

3.3.3.2

C2M.CCB.Determi

ne Customer

Deposits

2.4.1

3.4.1.1

C2M.CCB.v2.6.Ma

nage Customer

Contacts

a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a



CREATED BY

__________

BPE APPROVAL

__________


FILENAME

PAGE NAME

REVISED


3.4.2.1 C2M.CCB.v2.6 Maintain Customer ProfileC2M(CCB)CSR or Authorized UserCustomer2.5Search For CustomerPremise Exists2.6Request Update Service Information2.73.3.2.1 C2M.CCB.Start Premise Based ServiceNoYesPremise Information Requires Modification? Take No Further ActionNoService AgreementRequires Modification ?YesNo2.8Update Premise Information5.1.5.1CC&B.Manage Metered Site2.9 Update Service AgreementYesTake No Further ActionStart Premise Based ServiceYesNoCustomer Calls To Modify Premise Based Service3.4.2.1 C2M.CCB Maintain Customer ProfilePROCESSACTIVITYSUB-PROCESS__________PRODUCTSUGBUPRODUCT FAMILYC2M.CCB V2.6PRODUCT LINE/RELEASEPM URM TeamCREATED BYBPE APPROVAL__________PRODUCT LINE APPROVALVisioDocumentFILENAMEPage-2Page Number2/6/2019REVISEDOracle Proprietary and ConfidentialCopyright © 2017, Oracle. All rights reserved.2.72.4.13.4.1.1 C2M.CCB.v2.6.Manage Customer Contacts2.4.13.4.1.1 C2M.CCB.v2.6.Manage Customer Contacts

a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a



CREATED BY

__________

BPE APPROVAL

__________


FILENAME

PAGE NAME

REVISED



C2M(CCB)

CSR or

Authorized

User

Customer

2.5

Search For

Customer

Premise Exists

2.6

Request Update

Service

Information

2.7

3.3.2.1

C2M.CCB.Start

Premise Based

Service

No

Yes

Premise

Information

Requires

Modification?

Take No Further

Action

No

Service

Agreement

Requires

Modification ?

Yes

No

2.8

Update Premise

Information

5.1.5.1

C2M.CCB.Manage

Metered Site

2.9

Update Service

Agreement

Yes

Take No Further

Action

Start Premise

Based Service

Yes

No

Customer Calls

To Modify

Premise Based

Service


Customer Profile

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

C2M.v2.7.CCB


PM URM Team

CREATED BY

BPE APPROVAL

__________


VisioDocument

FILENAME

Page-2

Page Number

10/25/2019

REVISED



2.7

2.4.1

3.4.1.1

C2M.CCB.Manage

Customer

Contacts

2.4.1

3.4.1.1

C2M.CCB.Manage

Customer

Contacts

a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a



CREATED BY

__________

BPE APPROVAL

__________


FILENAME

PAGE NAME

REVISED


3.4.2.1 C2M.CCB v2.6 Maintain Customer ProfileC2M(CCB)CSR or Authorized UserCustomer3.4.2.1 C2M.CCB Maintain Customer ProfilePROCESSACTIVITYSUB-PROCESS__________PRODUCTSUGBUPRODUCT FAMILYC2M.CCB v2.6PRODUCT LINE/RELEASEPM URM TeamCREATED BYBPE APPROVAL__________PRODUCT LINE APPROVAL3.4.2.1 C2M.CCB.v2.6.Maintain Customer Profile.vsdFILENAMEPage-3Page Number2/6/2019REVISEDOracle Proprietary and ConfidentialCopyright © 2017, Oracle. All rights reserved.3.0Search For CustomerService Exists3.23.3.2.2 C2M.CCB.Start Non-Premise Based ServiceNoYesService Information Requires Modification? Take No Further ActionNoService AgreementRequires Modification ?YesNo3.3Update Service Information5.1.5.2CC&B.Manage Un-Metered Site3.4 Update Service AgreementYesTake No Further ActionStart Non-Premise Based ServiceTake No Further ActionNo3.1Request Update Service InformationCustomer Calls To Modify Non-Premise Based Service3.22.4.13.4.1.1 C2M.CCB.v2.6.Manage Customer Contacts2.4.13.4.1.1 C2M.CCB.v2.6.Manage Customer Contacts

a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a



CREATED BY

__________

BPE APPROVAL

__________


FILENAME

PAGE NAME

REVISED



C2M(CCB)

CSR or

Authorized

User

Customer


Customer Profile

PROCESS

ACTIVITY

SUB-PROCESS

__________

PRODUCTS

UGBU

PRODUCT FAMILY

C2M.CCB v2.7


PM URM Team

CREATED BY

BPE APPROVAL

__________


VisioDocument

FILENAME

Page-3

Page Number

10/25/2019

REVISED



3.0

Search For

Customer

Service Exists

3.2

3.3.2.2

C2M.CCB.Start

Non-Premise

Based Service

No

Yes

Service

Information

Requires

Modification?

Take No Further

Action

No

Service

Agreement

Requires

Modification ?

Yes

No

3.3

Update Service

Information

5.1.5.2

C2M.CCB.Manage

Un-Metered Site

3.4

Update Service

Agreement

Yes

Take No Further

Action

Start Non-

Premise Based

Service

Take No Further

Action

No

3.1

Request Update

Service

Information

Customer Calls

To Modify Non-

Premise Based

Service

3.2

2.4.1

3.4.1.1

C2M.CCB.Manage

Customer

Contacts

2.4.1

3.4.1.1

C2M.CCB.Manage

Customer

Contacts

a

PROCESS

a

ACTIVITY

a

SUB-PROCESS

a

PRODUCTS

a

PRODUCT FAMILY

a



CREATED BY

__________

BPE APPROVAL

__________


FILENAME

PAGE NAME

REVISED


3.4.2.1 C2M.CCB.v2.6 Maintain Customer ProfileC2M(CCB)CSR or Authorized UserCustomer3.4.2.1 C2M.CCB Maintain Customer ProfilePROCESSACTIVITYSUB-PROCESS__________PRODUCTSUGBUPRODUCT FAMILYC2M.CCB V2.6PRODUCT LINE/RELEASEPM URM TeamCREATED BYBPE APPROVAL__________PRODUCT LINE APPROVALVisioDocumentFILENAMEPage-1Page Number2/6/2019REVISEDOracle Proprietary and ConfidentialCopyright © 2017, Oracle. All rights reserved.1.0Search For CustomerPerson Exists1.1Request Update Customer Information1.23.3.1.1CC&B.Establish Person And Or AccountNoYesAccount Information Requires Modification ?Auto-Pay Required?Update Credit And Collection On Account? Budget Required?Cancel Budget?Deposit required?NoNoNoNo1.4 Update Account Information1.5Enter Auto-Pay1.7Enter Credit Or Cash-Only Score Information1.9Enter Budget Information2.1Initiate Cancel Budget2.3Enter Customer DepositYesYesYesYesYesYesTake No Further ActionNoNoCustomer Calls Company1.64.3.1.1b C2M.CCB.Manage Auto-Payments1.83.4.2.2 C2M.CCB.Manage Customer Risk2.03.4.4.1a C2M.CCB.Enroll In Budget2.23.4.4.3a C2M.CCB.Cancel Budget2.43.3.3.2 C2M.CCB.Determine Customer Deposits2.4.13.4.1.1 C2M.CCB.v2.6.Manage Customer Contacts

Documents

Maintain Customer Profile C2M.v… · Web view2020-06-04 · If the customer’s credit or cash-only score is required, enter credit or cash-only score information. The process