Customer Maintenance “Should” Map (Top Level)A

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(Man

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Pa

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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 ContactsAccounts

Receivable

Customer Contacts Manager

Are Spaces Available?

Provide Customer With

Basic Rate Information

Yes

Is There A Waitlist?

No

Does Customer Want To Be On

Waitlist?

CCA Provides Alternatives: Do

They Accept?

Place Customer 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

Decis ion

Step in A/R Alternative

New Customer Process

Step in OperationsAlternative

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

TriggerEND PROCESS

No

A

B

C

Tenant Lease Lapsing Soon

Trigger 6

Customer Contacts

RE to End Lease

Trigger 2

Page 6

Page 6

Trigger 7Page

8Monthly 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

Customer Maintenance “Should” Map (Parking: New Account)A

ccou

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Ca

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Cen

ter

Rea

l Est

ate

Ope

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ons

(M

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Cus

tom

erT

hir

d

Part

y

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 aHang 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

IsAny Customer Information

Missing?

CCA Creates Service Request for A/R to Begin Monthly Billing

Cycle

AR Generates Facility-Specific AVI Permissions

G

2

Customer Maintenance “Should” Map (Parking: Cancellation)A

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ntin

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Car

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ente

rR

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on

s (M

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)C

usto

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Thir

d

Part

y

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

UseYes

Hang Tag FacilityNo

Manager Notes Customer

Cancellation, Informs Patrollers

3

Customer Maintenance “Should” Map (Parking: Customer Information Update)A

cco

un

tin

gC

ust

om

er

Ca

re C

en

ter

Rea

l Es

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Ope

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ons

(M

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Cus

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P

art

y

Page 1

Is This A Payment Method

Update?

Is This A Basic Customer Information

Update?

Is This A Credit Card?

Was PaymentDeclined?

Follow Procedure for 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 Update Form 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

Customer Maintenance “Should” Map (Real Estate: New Customer)A

cco

un

tin

gC

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om

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Ca

re

Cen

ter

Rea

l Est

ate

Ope

rati

ons

(M

anag

ers)

Cu

sto

me

rTh

ird

Par

ty

Page1 Broker Transmits Approved Lease Agreement To

Customer

Does Customer Agree to Terms and Conditions?

RE Receives Signed Lease

from Customer and Sends to

Legal for Review

RE Countersigns 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 of Payment and Forwards to RE

RE Sends Monthly

Demographic and Billing

Report to AR

AR Updates Standard Memo

Line in 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 of Lease

Transition to Billing Process

Page 7

Legal approves

lease?Yes

No

K

5

AR Receives Lease and Awaits Initial

Payment

Customer Maintenance “Should” Map (Real Estate: Cancellation)A

cco

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tin

gC

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Car

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rR

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stat

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(Man

ager

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ust

om

er

Thir

d P

arty

Customer Notifies RE of Cancellation

RE Receives 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

RE Notifies 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

RE Advises 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

Customer Maintenance “Should” Map (Real Estate: Recurring Billing)A

cco

un

tin

gC

usto

mer

Car

e C

ente

rR

eal E

stat

eO

pera

tio

ns

(Man

ager

s)C

ust

om

er

Thir

d P

arty

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/CAM Bill Printed

In AR

AR Checks Bills Against Monthly

Rent Sheet

Upon Verification

Copies of Bills Made to Shared

Drive and 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

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

Customer Maintenance “Should” Map (Real Estate: Utility Billing)A

ccou

ntin

gC

ust

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Ca

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Cen

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Re

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on

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anag

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Cus

tom

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Par

ty

AP Receives Utility Bill From

Provider

AP Pays Utility Bill In Full to

Utility Provider

AP Generates Copy of Utility

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 of utility

bills

A/R Runs Aging Report 5 Days After Due Date To Determine Late Payments

RE Receives Spreadsheet

AR Receives Spreadsheet

Page 1

Payment Marked as “Past Due” in

Oracle

8