24 Managing customers

Most customer management tasks are accomplished by CSRs using Oracle Monetization Cloud Subscriber Management or a third-party customer management system. You can also set up a self-service Web application so that your customers can handle their own administration tasks, such as changing login names and passwords.

For background information, see Overview of Oracle Monetization Cloud.

Topics in this document

Managing customer accounts

Use Subscriber Management to manage customer accounts. You can do the following:

  • Create accounts. You can record contact information, configure billing, and add payment methods, such as a credit card.

  • Change an account's status. See Changing account status.

  • Purchase additional packages for existing customers.

  • Manage the charge offers and discount offers that a customer owns. For example, you can inactivate, reactivate, or terminate services, charge offers, or discount offers. The offers that a customer owns are called assets. See Managing customer assets.

  • Change account profile information, such as name, address, and customer type. See Changing account profile information.

  • Change billing settings, such as billing day of month and billing frequency.

  • Manage a customer's bills:

  • Apply payments, and allocate payments that have been received. You can also reverse payments and manage payment failures.

  • Display the account's history; for example, payments that have been made, and a history of account activity.

    In the Subscriber Management home page, select News Feed to display the account history.

About finding accounts

To find an account, select Search. When you search for accounts, you can use an asterisk (*) as a wildcard to substitute for one or more characters.

Changing account status

Use Subscriber Management to change an account's status. After you open an account, select Actions, Account, and then Account Status.

An account's status can be active, inactive, or closed.

  • When an account is active, the customer can use all active services.

  • When an account is inactive, the customer can't use any service. Inactivating an account inactivates all of the customer's services. Inactive status implies that the customer will use the account again.

    A customer isn't charged usage and cycle fees while their account is inactive. However, while the account is inactive, you can collect payments on bills that were due before the account was inactivated.

    Reactivating an inactive account reactivates all offers that were active when the account was active. Offers that were inactive when the account was active remain inactive.

  • When an account is closed, the customer can't use any service. Closing an account cancels all the charge offers and discount offers owned by the account.

    Reactivating a closed account doesn't reinstate the canceled offers. To regain the canceled offers, the customer must repurchase the packages that contain them.

You can specify when the account status change is effective:

  • Immediately

  • At a future date

  • At a date in the past

For security reasons, credit card payment information is purged nightly for closed and inactive accounts that have been inactive for 90 days.

If you defer the status change to a future date, you can manage the deferred action with jobs in Business Operations. See Running deferred actions jobs.

You can also inactivate, reactivate, and terminate individual services without affecting the overall account status. See Managing customer assets.

Changing account profile information

Use Subscriber Management to change an account profile. After you open an account, select Actions, Account, and then Account Profile.

An account can have multiple contacts. You can display the profile for each contact in the account.

Important:

When adding a contact, use a pre-existing email address. Don't use an email address that's being added as part of a new email service.

You can change the following profile information:

  • Name and contact information

    Each phone type can be used by only one phone number

  • Security hint and answer

  • Customer type (Platinum, Gold, and so on)

  • Language

  • Organization hierarchy type

Displaying bill and balance information

Use Subscriber Management to display billing and balance information.

  • To display bill information, open an account and then select Bills.

    Select Switch Bills to display a different bill.

  • To display an invoice, select the bill, Actions, and then View Invoice PDF.

  • To display balances, select Home and then Balances.

Viewing bill details

Use Subscriber Management to view detailed information about a bill. Open an account and then select Bills.

You can view these bill details:

  • Account-level charges

  • Service-level charges

  • Events associated with a charge

  • The invoice associated with the bill

  • Changes, such as one-time discounts, made to a charge

Displaying event information

You can display information about events that have been charged to a customer; for example, the charge for a phone call or the charge for a monthly fee.

Use Subscriber Management to display events for a charge.

  1. Open an account and select the bill you want to view.

  2. From the My Charges area of the Bills section, select an account or service charge.

    The Account charges or Charges by service page is displayed.

  3. Select a charge amount.

    The Events page is displayed.

You can adjust the charge for the event. See Adjusting balances.

Managing billing hierarchies

Accounts can participate in billing hierarchies. Billing hierarchies let one account take financial responsibility for another account's bills, such as when a parent pays for a child's bill or a department pays for an employee's bill.

You manage billing hierarchies in bill units.

Use Subscriber Management to change the account that pays for a customer's bill unit.

  1. Open the account, select Actions, Financial Setup, then Bill Unit Setup, and then select the Edit icon.

  2. From the Payment method or Paying Account list, use Account Search to find and select the paying account.

Managing organization hierarchies

Accounts can be members of organization hierarchies. Organization hierarchies manage and group accounts within an organization's structure. A hierarchy can consist of multiple levels.

Creating an organization hierarchy involves these general steps:

  1. Create the account that will be the parent in the hierarchy. For example, create one account to represent your entire organization.

  2. Create the accounts that will be the child accounts in the hierarchy. For example, create accounts to represent employees and departments within your organization.

  3. Associate the child accounts with the appropriate parent account. For example, associate the department accounts with the organization's account, and associate the employee accounts with their department's account.

You can associate a child account with a parent account when you create the child account or at any time after that. You don't identify an account as a parent or child account. The accounts become parent or child accounts when you associate them.

When managing an organizational hierarchy, you can:

  • Add new accounts to the hierarchy by associating them with a parent account within the hierarchy

  • Change the relationships between accounts in the hierarchy

  • Remove accounts from the hierarchy

In an account's profile, you enter a company name for the primary contact. You also specify that the account is one of the following organization hierarchy types, which helps you identify the position of the account in the hierarchy. These types are informational only; they have no effect on the hierarchy structure. Accounts with no hierarchy type can still participate in organization hierarchies.

  • Site: A physical or logical site that does not own services.

  • Legal entity: A legal entity representing the organization that does not own services.

  • Billing account: The account responsible for paying bills in a billing hierarchy.

  • Service account: The account with active, billable services.

To manage which accounts are in an organization hierarchy, you use Subscriber Management. Open the account you want to manage, select Actions, and then select Organization Hierarchy.

  • To make the account a child account in a hierarchy, search for and select the account you want as the parent. Then select Move.

  • To change which account is the parent of the account, select Edit and search for and select the new parent account. Then select Move.

  • To remove the account from a hierarchy, select Remove From Hierarchy. If the account has any children in the hierarchy, you need to change the parent for those accounts first.

When searching for accounts, you can search by company name, account name, address, or account number. You can filter the results by company name or by type of account such as site, legal entity, and so on.

Tip:

After selecting a parent account, select Preview Move to preview the new hierarchy before finalizing the move.

How billing hierarchies and organization hierarchies interact

Associating a billing account with a service account in an organization hierarchy doesn't automatically create a billing hierarchy. You must set up the billing hierarchy separately. See Managing billing hierarchies.

Keep billing hierarchy relationships in mind when moving an account out of an organization hierarchy. For example, if you want to move a paying parent out of an organization hierarchy but keep the child accounts in the hierarchy, you may want to change the paying account for all of the bill units of the child accounts to another account in the hierarchy.

Related topics