Cornerstone Account Management System - Recurring Billing Guide

Modified on Wed, 8 Oct at 5:37 PM

Overview of Cornerstone Services

Cornerstone's system provides you with "real-time" access to your customer information in a powerful industry software package. We handle back office, busy-work tasks such as Recurring Invoice generation / mailing and payment processing / posting, allowing you to focus more on revenue generating opportunities. Using Microsoft's "Remote Desktop" you will be able to log into your database over an encrypted protocol, and manage your accounts "live."

Account Setup

For customers new to Cornerstone we provide valuable guidance setting up the program (e.g., defaults, GL codes, Recurring Charges codes, etc.)
Cornerstone's setup process provides a valuable review of your setup and customer data

Account Maintenance

You have real-time access to all account information on-line
Customer billing questions can be answered right in your office
You can directly handle all account changes (new charges, billing cycle/amount changes, etc.)
You can also add and close accounts as needed and edit tax rates as applicable
Cornerstone provides data back-up services (both local and remote backups)

Invoicing / Payment Posting

Cornerstone will run a monthly batch of Recurring Invoices (at a specified time of each month). Cornerstone handles the following types of payments:

Lockbox (for payments by check)
File download of subscriber payments through FISERV and Metavante
Credit Cards – one-time and recurring batch processing for Visa, MasterCard, American Express and Discover
ACH / EFT – one-time and batch processing for checking account debits
EFT and Credit card payments through www.alarmpayments.com, our online payment portal
You can post checks you receive (or you can forward payments to the lockbox)
You can apply and manage any account credits

Reporting and Accounting

Cornerstone sends you a report of Cash Receipts processed through Cornerstone at the end of each month
You can run any other reports directly from the software when you are logged in
Because YOU manage your database, Cornerstone cannot assist you with accounting questions, issues, or reconciling problems

Customer Relationship Management

Cornerstone's invoices provide a vehicle for you to: attract new customers; keep existing customers; and cross-sell / up-sell customers. Replies to Customer Surveys and other comments / changes highlighted on the return coupons are logged immediately into the Support Log.

Do's and Don'ts Summary

Critical Guidelines

DO:

Enter as much information as you have about an account (zones, equipment, etc.)
Use the GL / Recurring Charge codes as set up in consultation with Cornerstone
Exit the program by using the FILE > EXIT buttons or Red X
Enter a 7-digit (max.) unique account number for each account
Ensure the NEXT BILL DATE has not already been billed
Get signed authorizations for auto-pay setups
Review checklists before and after Cornerstone creates recurring invoices

DO NOT:

NEVER DELETE AN INVOICE - Create and apply a discount credit or use the write-off button
NEVER DELETE AN ACCOUNT - Simply enter a "Close Date"

Account Number Format

First 2 characters MUST be the company code assigned to you by Cornerstone
The next 4-5 characters may be characters and/or digits
Check the "Account Number" tab on customer list screen for availability

Connecting to Cornerstone's Site

To securely connect to Cornerstone's site and access your subscriber data, use the Remote Desktop Protocol (RDP) built into almost every Windows computer.

For Windows PCs

Location: Start → All Programs → Accessories → Remote Desktop Connection
Create a desktop shortcut for easy access
Search for: mstsc.exe if you have trouble locating it

For Mac Users

Download the Mac version of RDP at:

For Mobile Connections

RDP Apps are available for iPad, iPhone, Android phones and tablets. Contact Cornerstone for recommendations and setup procedures.

Printing from Cornerstone's Site

Computers connecting to our site need to do a one-time installation of Uniprint print driver.

Installation Steps

Log OFF Cornerstone's site
Download the Uniprint Client at https://www.uniprint.net/
Click Downloads, then download the appropriate version for your operating system
Double click on the zip file to extract files
Double click on UniPrintClient50.msi to begin installation
Set your printing options when installation completes
Log into Cornerstone and test by printing an invoice or report

System Setup

Company Setup

The main Company set up screen includes your company name, address, phone numbers, and license information. This screen is also used to add / control selected modules and features of the system.

Invoice Setup

Cornerstone allows you to set Net Terms for Recurring vs. Product Invoices.

Net Term Guidelines:

Determine how many days from the invoice date the invoice is due
For Recurring Invoices: Calculate based on your billing cycle
For Product Invoices: Set how many days from invoice date the payment is due
Add grace period for late fees (recommended 15-20 days minimum)

Important Formula: Recurring Net Terms + Late Fees Grace Days Must Be > 31 days

Multi-Company Setup

For Multicompany users, setup allows you to identify a default Multi Company code to use when creating new accounts. This allows for viewing and tracking of information by these company subsets.

Entering New Accounts

Basic Customer Information

When viewing the "Customer List," simply hit the "Insert" button on your keyboard.

Required Fields:

Account Number (up to 7 digits)
Customer Name (Last Name or Company Name)
Address information
Type (RES, COMM, or OTHER)
Multi-Company ID code (if applicable)
Tax information (if applicable)

You can enter up to 3 Central Station numbers for each account. The User Defined tab allows you to customize the labels you want to use.

Recurring Charges

In order for an account to be billed, you must set up a recurring charge.

Setting Up Recurring Charges

Key Fields:

Code: Type of recurring service (MON, LEA, CEL, RAD, etc.)
Next Date: Starting date of the next billable charge (must be first day of service period)
Bill Amount: Must correspond to Bill Cycle
Billing Method: Printer, Visa, MasterCard, Amex, Discover, Checking, Savings, Email, or No Print
Monthly Amount: Shows RMR for the recurring charge
Taxable: Select Y if monitoring fees are taxable in your state

Billing Methods

Printer: Customers receive a regular paper invoice through the mail

Automatic Charge Setup: For customers who request auto-payment

Credit Cards: Enter card number (NO HYPHENS), expiration date MMYY or MM/YY, and billing information
Checking/Savings: Enter account number and 9-digit bank routing number (NO HYPHENS)
Default processing date is the 1st of the month (can be changed to 15th)

Email: Send invoice via email only

No Print: Customer should not get an invoice mailed (useful for Barter Accounts)

Pro-Rating Charges

If service starts before the Next cycle date for billing, choose "Y" for Pro-Rate First Time and enter an earlier beginning date.

Automatic Charge Process

When generating invoices, any customer set for an autopayment method gets posted as paid on either the 1st or the 15th. The account information is placed in a transaction file to run on the appointed date.

Failed Transactions

Automatic posting is removed from the invoice's payment screen
Credit cards are re-run a week later
ACH debits are re-run closer to the middle of the month
After 2nd failed attempt, Billing Method changes to Printer and support log note is created

Closed Auto-Pay Accounts

If you close or cancel an Auto-pay account between invoice generation and auto payment processing, a support note is created to Cornerstone. If you want the future auto-pay transaction to be processed, enter a closed date that is at least one day greater than the "future" posted paid date.

One-Time Credit Card Charges or EFT Debits

AlarmPayments.com payment portal can be launched from a customer record to get an immediate approval or decline of a credit card transaction.

Processing Guidelines

WE RECOMMEND YOU HAVE SIGNATURES FOR ANY AMOUNT GREATER THAN $500
Email a receipt to the customer
Credit Card batches close every Monday, Wednesday and Friday night
Checking or Savings Debits are transacted weekly

Manually Billing First Recurring Cycle

If you enter a recurring charge Next Date for a cycle that Cornerstone has already processed, you can either generate the invoice yourself and mail or select retry to reset the Next Date and pro-rate to the service start date.

Steps to Create a Single Recurring Invoice

Enter the Invoice History Screen for the customer
Select Insert, then select Recurring
Select Automatic (uses recurring charge setup)
The invoice will be created using the next bill date
The invoice will automatically print to Uniprint

Cancels

When canceling an account:

Check Invoice History for any open invoices
If customer is not required to pay, use Write Off Button or create a discount credit
Enter a stop date in the recurring charges screen
Enter the date in the "Closed Date" field on main customer screen
Add a note explaining the reason for cancellation

Posting Payments

A Customer's entire payment history can be displayed by clicking on the "Invoice History" icon.

Posting a Payment

Highlight the invoice and click Select
Click Payments
Enter date of payment, amount and check number
Use Income Type: *CHK/CARD for payments you receive and deposit

Income Types

Cornerstone processes payments in 5 ways:

ACH: Checking account debit
LBX: Payment received via lockbox
MAN: Payment received at Cornerstone office
CARD: Credit Card Payment
Checking, MasterCard, Discover, Visa, American Express: For direct debit/charges

Write-Off Invoice

If you choose to not hold a customer to the amount they owe, use the Write-off Invoice button in the Posting Screen. You can write off the entire invoice or remaining partial amount.

Finding a Specific Invoice

The main screen provides an Invoice# search option. This takes you directly to the invoice. Click on Payments to see the customer account number.

Prepaid Receipts, Discount Credits and Writeoffs

Types of Credits

Prepaid Credits: Cash amounts paid in advance or as an overpayment, to be applied to future invoices.

Discount Credits: Non-cash adjustments to the invoice amount that can be created and applied to an invoice or created in advance through the Credit History Screen. Discount credits should be the pretax amount.

Write-offs: Used for historical invoiced amounts that the vendor designates as uncollectible. The amount due, including tax, is removed as an amount due and is stored as a forgiven amount.

Creating Credits

Locate the account where you need to create the credit
Click on the "Credit History" Icon
Select the "Insert" tab
Fill in required fields

Key Fields:

Original Credit: Enter the amount of the credit
Type Of Credit: PREPAID or DISCOUNT
Credit Category (Discount): Select the type
Desc. Of Credit: Description for documentation
Desc. To Print: How credit appears on invoice

Quick Credits

To adjust an open invoice quickly, use the Quick Credit button. This method properly tracks noncash adjustments and properly accounts for taxes.

Creating Service and/or Installation Invoices

Creating the Invoice in Cornerstone

Click on the Invoice History Icon
Choose "Insert"
Select "Product" as Invoice Type
Invoice date and number will be automatically generated
Click "Add Text" button or "Insert Item" button
Enter description, taxation status, amount, and assign a GL code

Statements / Prior Balance Due

Recurring invoices generated by Cornerstone include the Prior Balance due as the 1st line. If you need a statement of total balance due, print a Statement using the Print Statement button and select the Open Balance Statement.

Move an Invoice

You can move an invoice from one account to another:

Select the invoice you wish to reassign
Select the Move Invoice Button
Enter the Customer Name or account number of the target account

Support Log

The Support Log allows you to maintain a history of conversations between you and your customers as well as between you and Cornerstone regarding a customer.

Key Fields

Priority: Ranges from 1 to 4 (2 is usually default)
Disposition: Open, Closed or Other
Call Status: Select "To Cornerstone" for issues Cornerstone needs to resolve

Common Support Codes

REMOVE CC: Remove a customer from Auto-Pay-Credit Card
REMOVE ACH: Remove customer from Auto-Pay-ACH

Note: Cornerstone only reviews open notes set "To Corner"

Reports

There are numerous Financial and Management Report options.

Key Financial Reports

Aging Report: List of each customer with amounts due in each aging category

Cash Receipts Report: Listing of all payments received for any time period

Invoice History Report: Billing history for a particular customer or all invoices for a specified period

Credit Report By Number: Listing of customers with open credits

Recurring Billing Proof Report: Identifies accounts up for the next recurring billing batch

Pre-Billing Audit Exceptions/Issues Report: Highlights accounts that may need edits prior to Recurring Invoice run

Sales Tax Report: Sales tax journal of all sales tax received

Sales Analysis Report: Detailed list of all Product Invoices by category

Key Management Reports

Customer Recurring Audit Report: Key customer data including account number, central station number, recurring charges

Accounts Created Audit: Account information on all accounts created in date range

Accounts Closed Audit: Customer information for accounts closed in date range

RMR Tracking Report: RMR at beginning and end of month with details on changes

Support Log Report: Report of support logs based on criteria

Emailing a Report as a CSV File

Many reports can be generated as a CSV file and emailed:

Select Email CSV
Check the box Send File by Email
Enter the email address
Click Print to preview and email the report

Recurring Research Module and Rate Change Utility

Recurring Charges Research Module

This tool allows you to view data and export selection as a CSV file. You can filter by:

Central Station
Recurring Charge
Price
Billing Method
Service Start Date
Stopped services

Rate Change Utility

Uses the same filter base to tag accounts due for a rate change. You can edit rates by dollar amount or percentage applied against the Monthly amount.

Customer Inquiry / Mail Merge

The Customer Inquiry / Mail Merge tool helps you quickly print letters, labels, lists, collection letters for a well-defined subset of customers.

Four Options

Create/Modify a Letter
Create/Modify a Post Card
Create Label Formats
Customer Inquiry / Mail Merge

Insurance / Certificate Tab

The Insurance / Certificate tab allows dealers to record insurance company information and includes a Print Certificate feature for generating Insurance or proof of alarm certificates.

Assessing Late Fees

Contact Cornerstone if you wish to start charging late fees.

Key Setup Fields

Late Fee (Balance Below Minimum): Flat dollar amount for late amounts less than Minimum Balance
Minimum Balance: Determines whether Late Fee or Late Rate is assessed
Late Rate (Balance Above Minimum): Annual percentage charge applied to past-due amounts
Net Terms: Number of days after invoice date that invoice is due
Late Fee Grace: Grace period between when invoice is due and Late Fee kicks in
Late Fee Grace Amount: Floor amount for which late fee is assessed
Late Period: Amount of time to pass for late fee to accrue
Only Calc Late Fee Once: Check to add only 1 late fee per invoice

Security Settings for Software / Credit Card Info Access

You are required to use a username and password to log onto the remote computer and the Cornerstone software.

Access Control

You can control whether a user can:

Access credit card information
See only last four digits of card number
Access recurring charges screen

Cornerstone tracks by user the opening of recurring charges screen and launching of AlarmPayments portal.

Consolidated Invoices / Master Accounts

When to Use Different Methods

Put Recurring Charges in One Regular Account:

Use when there are five or fewer accounts
Required if accounts are to be auto-pay

Use Feeder to Master:

Use when there are six or more accounts
Feeder charges all on same cycle or grouped by few cycles
Master account invoice to be printed or emailed (cannot be auto-pay)

Creating Feeder to Master Accounts

Create the Master Account Customer record
Select the account whose recurring charges are to be consolidated
Click on "Recurring Charges" and "Insert"
Enter Recurring Charge information
Select "Master Account Number" and choose "YES" to "Post Charges to Above"
Choose "Name or Address" for "Identity on Master Invoice"

Multi-Company Features

Dealers who need to bill customers using different Company names can easily set up accounts, track billing, and produce reports for individual companies in the database.

Key Features

Multiple Companies can be managed in system
Each can have their own address and phone numbers on invoices
Customer List can be filtered by company
Reports can be generated for individual or multiple companies

Utilities

There are a number of Utilities available whose access is controlled by security permissions. Contact Cornerstone for assistance in setting defaults or attempting to make any type of global change to data.

Update Data Section

Provides assistance for users who have changed:

Recurring charges codes
Invoice Category codes used for Product Invoices

System Defaults

Cornerstone can assist you with setting System Defaults that can make data entry or reporting simpler.

Lockbox Address

For customers using Cornerstone to process remittances, if customers send payments to your offices, you can forward them to the lockbox. MAKE SURE THE ACCOUNT NUMBER is on the check or that the coupon is included.

Lockbox Addresses

Regular Mail: XYZ Alarm Company (your company name) Cornerstone Billing PO Box 189 Orland Park, IL 60462-0189

Overnight Delivery: BankFinancial 48 Orland Square Drive Orland Park, IL 60462-6539 Attention: Lockbox Services

Checklists

Before First Recurring Invoices Run

Review address / bill-to information
Review Charge data using Recurring Billing Proof Report
Add new accounts since import database was created
Add PREPAID or DISCOUNT credits
Add prior outstanding balances
Add Credit Card or ACH debit information

Before Monthly Recurring Invoices Run

Run Credit Report several days before invoice run
Run Recurring Billing Proof Report
Run Recurring Billing Audit Report
Move forward next bill dates for new customers added after recurring bills run

After Monthly Recurring Invoices Run

Review charges that will be charged on credit cards and/or debited from checking accounts before amounts are run. Run Cash Receipts reports to review customers charged on the 1st or 15th.

Payment Card Industry (PCI) Data Security Standard

Cornerstone complies with Merchant Level 4 requirements set by PCI Security Standards. As a hosting provider, Cornerstone meets these requirements.

Dealer Areas of Responsibility

You must notify Cornerstone of any employee who should no longer have access
Use Security Administration Utility to disable employee login when terminated
Restrict employee access to cardholder information as needed
Comply with PCIDSS and validate compliance as applicable

Need Help?

Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com