Move a customer into a property

If a customer does a move in using the MyAccount portal or a user does a move in using the CRM, a REEN activity type will always be created on the move in customer AND a DEEN activity type will always be created on the move out customer.

By default, the DEEN and REEN activities will have a class of "activity". This means they'll be open and alert users that a move in or out has been done. If you wish to use the Onboarding report and these are not needed, then update this class to "system". They will still be created but will be a note with no action needed.

To move a customer into a site, locate the customer via the search screen and click on the arrow to take you to the customer's details.

Note: If the customer is not found, you can create the customer by using the "add customer" button  You will then need to step through the Add New Customer wizard.  

To move your customer into the correct building and property, click on the Customer Details menu then select Residential.  Click on the Move In button to open the Move In wizard.

Add Site Details

• Network Node/Building - the correct building must be selected from the list of all available buildings.
• Add a New Site - check this box to add a new site to a network node/building;
  or
  Select the property - the right property within the selected building must be selected. If the property has multiple services (electricity/gas/water) all services for the property must be selected by using CTRL and clicking.

Note: Once selected, the below validation checks are performed:

• If the property has an occupier living in it, you cannot proceed. Go to Remove or replace an occupier.
• If the property already has someone residing in it, you'll need to re-confirm with your customer that you have the correct property as you’re about to move the existing customer out.

Add new Property

If you've checked the "Add A New Site" checkbox, enter the property details.

• Site Identifier
• Product Type
• Unit Number, Unit Type, Street Number, Street Number Suffix
• Street name and type
• Suburb, State and Postcode

Move in Details

• Move in Date - this can be for a limited number of days in the future or past. If a retrospective date is used the account is set up as "open", otherwise "pending move in" is used.
• Offering - this is the offering the customer will be on and determines discounts (if any) the customer will receive.
• Price Plan - If an automatic price plan assignment isn’t configured, you'll need to manually add the correct price plan.  To do this, you'll need, go to the Services menu, then Account tab.  Scroll down to the Account Price Plan section and select Change Price Plan button.

  

  For full instructions on changing price plans, go to View and change customer offerings and pricing.

• Life Support - check the appropriate button to acknowledge life support for your customer.

Add a move in charge 

Move in charges are optional and allows the user to add a connection or account establishment fee as part of your business processes.  Fees can be automatically added - log a support ticket if you would like this enabled. Click on Save. 

Note: If the charge amount is over the user's delegated authority, it will need to be approved before it is able to be invoiced.

Once the move in process is finished, this will:

• If required, update the existing account to CLOSED if the move in date is in the past or PENDING MOVE OUT, if the move in date is in the future.
• Create a new account with a status of OPEN if the move in date is in the past or PENDING MOVE IN if the date is in the future.
• For non Non-AM properties, an estimated opening read will be created for the new account and if required, the same estimate read used as the closing read of the old account.

Warning: When a customer moves into a property, this has the impact of moving the existing customer out of the property from the day before. This process adds a note to the customer account who is moving out (no action required). 

Add additional contact

If your customer wishes to add an additional contact, you can do this from the Services menu, Details screen.

Bond

If your customer is required to pay a bond, refer to Add a bond.