Join us in a detailed walkthrough and demonstration of the customerCustomer A user of a program front-end portal generally receiving a benefit or service. master maintenance screen. The features and concepts covered:

• Navigating to the Customer Master Maintenance Screen
• Application Statuses and Overview
• Edit Customer Details
• Send an email
• Secure MessagingSecure Message A confidential and encrypted system to exchange messages and attachments between Customers, Vendors, and system users.
• Properties
• AssessmentsAssessments An energy assessment performed by an assessor to determine whether a customer is eligible for a particular program benefit.

While screens may be accessible from many points in the back office system, one way to get to the Customer Master Maintenance screen is as follows:

Login to the Home Page

On the left navigation, locate and click on Customers 

You will find Customer Accounts as a sub-navigation item under Customers, click on this

A search screen, Customer Maintenance Lookup, will appear. Search for your customer by filtering in any known information in the fields provided

Click search or push enter on your keyboard

Click a filtered customer record to open

This section provides system users the ability to Verify or Reject requirements by a customer’s selected programProgram A set of coordinated activities, projects, or services for which this software facilitates customer and vendor account creation and maintenance, communication, product inventory, accounting, and payments.. In the demo shown, Jonathan Doe’s application is nearly complete but he has moved and his application must reflect this change. Note that at a high level, system users are able to see a Customer’s status right away by looking at the colors of the application status buttons.

This section provides system users the ability to Verify or Reject requirements by a customer’s selected program.

Program Users can Verify or Reject a cutomer using the drop down menu following the review of documents submitted electronically.

Program users have the ability to view other benefits a customer is currently receiving.

The system or a user verified the item automatically or manually.

Although a Customers SSN/Tax ID is protected, a system user can identify if the customer is Tax Exempt using the toggle switch and also identify the customers Exemption Type, Tax Certificate, and if the customer has a Special Tax rate.

By default, the system calculates sales taxes where applicable. This section sets special rules as to whether the customer or entity may be sales tax exempt or specify a special tax percentage. Usually, a customer will present something like a Certificate of Exemption to detail how their taxes are calculated.

This section creates an incentive for customers to pay their invoices early or on time. Invoice discount % sets a discount for all invoices to customers. The “# of days until discount expires” is a standard number of days until the discount expires. The “# of days before due” field is the standard number of days until the invoice is due for the customer. An example of how this works with the form filled out as follows:

With the form filled out as shown above, the customer has a 5% discount when the invoice is paid in full within 10 days of the invoice being issued, the invoice is due 10 days later or 20 days after the issued invoice.

This section provides important information for a salesperson reviewing the customer account.

Credit Limit

This is the total maximum of unpaid invoices an account may have at a given time, something like a bar tabBar Tab Short for Bar Tabulation. From quora.com: a way to pay for your nights drinking all at once, instead of making individual transactions after each drink (or round of drinks)... Smaller towns where people all know each other have in the past, and might still continue to allow a Tab to be paid on pay day, or the end of the week.. This functionality ensures customers with a good relationship have access to their purchases and may pay multiple invoices at once every few weeks or once a month.

Credit Balance

Sum of all unpaid invoices.

Gross Sale

Lifetime sum of all gross sales from the customer. This tells salespersons how much the customer has spent with the business from the first transaction until the most recent.

Gross Profit

Lifetime sum of all gross profits from the customer. Removing invoice line items such as shipping costs, tax, etc. this field tells the salesperson how much the business received in real profits before wholesale product costs.

First Sale

Date of the first ever sale with the customer.

Last Sale

Date of the most-recent sale with the customer.

Pricing Tier

Indicates which standard price the customer has access to; each product has three prices according to tier. While the tiers may be customized to business needs and additional tiers may be created, tier 3 is the lowest or least favorable to the customer and tier 1 is most favorable to the customer.

Catalog Sent

Date of the last time the catalog was sent to the customer.

STMT Summary

Short for Statement Summary. This adds a summary above invoices for all transactions. This aides customers to know what total to pay for all outstanding invoices without looking at each invoice and adding all invoices totals together themselves.

Route

Short for Delivery Route. Businesses may establish shipping routes if they deliver their products to regular customers along a route. The system does not manage shipping routes but rather accepts a number to aid in determining how to pack shipping containers.

Delivery Sequence

A number; this represents where along a shipping route the customer resides and allows products to be organized within a shipping container. Customers with a higher number, or who’s address is farther from the warehouse, will have their products packed at the front of the container farthest from the doors. Customers on the same route with a smaller number, or who are closer to the warehouse, have their products at the back of the container or closest to the doors.

Return Count

Short for Application Summary. This section tracks key metrics, statuses, and supplementary information about the customer relevant to the client program. This section may change from program to program.

System Users can view a record of a customers application summary that include details regarding registration date, verification status’, AMI Percentage, Homeowner Status, number of units applied for, customer income, state/government benefits, and communication methods.

Information relevant to the client program as it concerns physical buildings. Buildings may be single family homes or multi-family homes like apartments. The entries here give context to the caseworker and track applicable program eligibility, tenants, and any other details.

For any property that meets eligibility criteria for an energy assessmentAssessments An energy assessment performed by an assessor to determine whether a customer is eligible for a particular program benefit., this section displays the status of the energy assessment, the vendor assignment to perform the assessmentAssessments An energy assessment performed by an assessor to determine whether a customer is eligible for a particular program benefit., and any relevant documents created for or during the energy assessment.

System Users may view details related to a customer’s property/project that include Replacement Cost, Task Status and Task Verification Status.

When a completed assessment qualifies a customer’s property for program benefits, projects may be created to fulfill the program mandate. This section shows details related to the projects at one or more customer properties. Projects are program specific.

A supplementary set of steps according to account type for caseworkers and analysts. These checklist items do not affect Application Status and are not recorded in the Customer Notes.

System Users may create a checklist to ensure a customer’s application and projects are properly processed. Creating a checklist is optional. Default checklist are created and preset by Program Managers.

Create the Checklist

If the checklist tab of the resource hub appears empty, the checklist hasn’t been initialized yet. Below are the steps to create a checklist:

• On the left hand side of the screen, click Create Checklist.
• A message appears, click okay.
• The page updates
• Navigate to the checklist tab of the resources hub to see new items listed.

Checklist Item Details

Each checklist item has a status, short description, long description, and a freeform note.
Statuses may differ between client programs; the default statuses are Failed, Hold for Review, Pending, Verified.

• Short and long descriptions for each checklist item are set at the program level for each customer type.
• Case Worker Notes: add up to X characters as a note for the checklist item.
• Click the pencil icon to edit the checklist item and
• click update to save changes.

Caseworkers may upload relevant documents to the customer account by

• navigating to the documents tab
• select an eligible document
• select a document type from the drop down and
• click upload file.

​Document Types

• DRIVERS_LICENSE
• PAYSTUB
• EOBExplanation of Benefits An Explanation of Benefits (EOB) is a document from your insurance company that summarizes the costs of a medical treatment or other health care service and how the cost is split between you and your insurer.
• TAX DOCUMENT BENEFIT_ LETTER
• PROOF_OF_OWNERSHIP
• W9

This section of the Resources Hub stores customer answers to forms when signing up for the client program.

System Users can view a customer’s availability, preferred method of communication, and a series of responses as related to the program that a customer has applied for.

This section records actions performed and changes by the customer, the vendor, and system users that interact with the account. Users may add customized notes. All entries are permanent. The collection of notes, actions, and changes serve as auditable logs.

The new note section of the notes screen lets you define whether a note is high priority, set an Action Code, and add text to the note body. The note body has a ~272 character limit or about 49 English words. Click send note to save.

Action codes serve as a subject line and filterable field for each note. Action codes are specific to each program-specific needs. Some codes that may be used across many programs include and are not limited to:

• EMAIL RECD – Email Received from Customer/Vendor
• EMAIL SENT – Email Sent to Customer/Vendor
• LEFT MSG – Left Message for Customer/Vendor
• CUST CALL – Customer Called Call Center
• SSI DOC – SSI Document Received
• TANF DOC – TANF Document Received
• SNAP DOC – SNAP Document Received
• ADDRES VER – Address Verified
• INCOME VER – Income Verified
• IDENTITY V – Identity Verified
• FRAUD – Determined to be Fraud
• INELIGIBLE – Inelibigle Determination
• FLDUPDATE – Account Information Update
• INVAPPROVE – Invoice approved for payment
• INVBLOCKED – Invoice blocked from payment
• REJECTED – Rejected
• FILEUPLOAD – File Uploaded to Customer or Vendor
• HOMEOWNER – Home Ownership Verified
• NOTIFICATN – Notification Sent via Secure MessageSecure Message A confidential and encrypted system to exchange messages and attachments between Customers, Vendors, and system users.
• SECUREMS – Secure Messaging System

• Navigate to a Customer or Vendor Record
• click on the envelope icon to the right of the application statuses. A window will appear with the heading Secure Message Center.
• Click Create Message. The window expands.
• type a message up to 500 characters long.
• Optional: upload a document
• Click choose file and select a file
• Select a document type
• Before clicking upload, be sure to have finished your message.
• Click the upload file button and your message will be sent.
• If you didn’t have a document to upload, click send message to send.

• Navigate to a Customer or Vendor Record
• click on the envelope icon to the right of the application statuses. A window will appear with the heading Secure Message Center.
• If a message appears saying “There are no messages to view at this time.” then neither customer nor a case worker have sent messages to one another.
• Unread messages are labeled as unread.
• Click a message to view its contents on the right side of the Secure Message Center Window.

• Navigate to Customer accounts
• All customer records have a counter for the number of unread messages.
• To view only customer records with unread messages click the switch
• labeled “only with unread messages”
• click search