Getting Started with Billing Plus

Overview

Thank you for adding Billing Plus Basic Receivables Management to the services Cornerstone provides for you. To most effectively manage your receivables, there are three key areas to understand: Timing, Preparation/Account Information, and Communication.

1. Timing: Understanding the Collection Timeline

The Billing Plus Basic Module follows a recommended timeline for collection activities. All activities are coordinated and tracked through the module, giving you complete visibility into the collections process.

Sample Timeline

The standard timeline shows accounts are disconnected when they reach 90 days past due. However, this timeline can be customized to match your business policies.

Key Points:

• Every step in the collections process is scheduled and tracked
• You'll see exactly what to expect at each point
• Activities progress automatically based on aging
• Timeline can be adjusted to your specific needs

2. Preparation: Setting Up Account Information

Proper account information is essential for effective collections. Before Billing Plus begins, ensure your accounts have complete contact details.

Telephone Numbers (Required)

Make sure all accounts have telephone numbers listed in Cornerstone.

Best Practice: Add more than one contact number per customer when available.

Why It Matters: Multiple contact numbers limit the number of support notes we need to send you asking for additional numbers, which speeds up the collection process.

Email Addresses (Recommended)

Add email addresses for customers to Cornerstone whenever possible.

Benefits:

• Additional communication channel for collection efforts
• Faster delivery of notices and reminders
• Electronic documentation of collection attempts

Account Restrictions: Do Not Call

Some accounts may require special handling. For example, you may have customers who only want to hear from you (the owner) directly.

How to Flag Do Not Call Accounts

1. Navigate to the Customer Screen
2. Go to the Restrictions section
3. Check Do Not Call in the upper right corner
4. Add notations to explain the restriction (e.g., "Do Not Call – Prewire")

Common Do Not Call Scenarios

Pre-Wired Accounts:

• Mark as "Do Not Call – Prewire"
• Allows you to follow up when the account is ready to bill
• Prevents premature collection calls on accounts not yet active

VIP or Owner-Managed Accounts:

• Mark as "Do Not Call – Owner Only"
• Ensures you maintain the personal relationship
• Collections team won't contact these accounts

Special Circumstances:

• Any account requiring personal attention from your team
• Accounts with unique payment arrangements
• High-profile customers requiring discretion

Statement Restrictions: NoStmt

If an account should not receive statements in addition to not receiving calls:

1. Navigate to the User Defined Tab
2. Select NoStmt

This prevents both collection calls and statement mailings for the account.

3. Communication: Support Notes System

How We Communicate

Support Notes are the primary way Cornerstone communicates with dealers regarding account issues. This centralized system keeps everything in one place for easy reference.

Your Role: Check Notes Regularly

Important: Please check Support Notes several times a week for the best customer service and collection results.

Why Regular Checks Matter:

• Timely responses improve collection effectiveness
• Prevents duplicate efforts or missed opportunities
• Ensures issues are resolved quickly
• Maintains good customer service during collections

What You'll Find in Support Notes

• Questions about account details
• Customer contact attempts and responses
• Payment arrangement proposals
• Account-specific issues requiring your input
• Status updates on collection progress

Getting Started Checklist

Before Billing Plus begins active collections, complete these steps:

☐ Review Account Contact Information

• Verify all accounts have at least one phone number
• Add additional phone numbers where available
• Add email addresses for customers

☐ Identify Restricted Accounts

• Mark any "Do Not Call" accounts
• Add clear notations explaining restrictions
• Set "NoStmt" if accounts shouldn't receive statements

☐ Establish Support Notes Routine

• Schedule regular times to check Support Notes (e.g., Monday, Wednesday, Friday)
• Assign responsibility for reviewing and responding
• Set up notifications or reminders

☐ Review Collection Timeline

• Understand the standard collection process
• Discuss any customizations needed for your business
• Confirm disconnection timing (default: 90 days past due)

☐ Communicate with Your Team

• Inform staff about Billing Plus implementation
• Explain the Do Not Call process for special accounts
• Ensure everyone knows how to check Support Notes

Best Practices for Success

Maintain Clean Data

• Regularly update contact information as you receive it
• Remove outdated phone numbers or emails
• Keep restrictions current (remove Do Not Call when appropriate)

Respond Promptly to Support Notes

• Check notes at least 2-3 times per week
• Respond to questions within 24-48 hours when possible
• Provide complete information to avoid back-and-forth

Use Notations Effectively

• Be specific in Do Not Call notations
• Include expected follow-up dates when relevant
• Note any special circumstances or arrangements

Coordinate with Cornerstone

• Communicate changes to your collection policies
• Let us know if you want to adjust the timeline
• Provide feedback on what's working well

What to Expect

Improved Collections

• Professional, consistent collection efforts
• Documented communication attempts
• Reduced days sales outstanding (DSO)
• Better cash flow

Centralized Management

• All collection activities tracked in one place
• Clear visibility into account status
• Coordinated efforts between your team and Cornerstone

Better Customer Service

• Respectful, professional collection calls
• Proper handling of restricted accounts
• Coordinated communication prevents customer frustration

Need Help?

As you get started with Billing Plus, our team is here to support you. If you have questions about setup, account restrictions, or the collection process, don't hesitate to reach out. Still have questions? Contact Cornerstone Holding Co. 847-405-9517 or email us customer.success@alarmbills.com