Creating New Customer Accounts - Coates Hire Internal

Overview

This guide covers the process for creating new customer accounts in the system. All new accounts require verification and approval before booking equipment.

Pre-Account Setup - Information Gathering

Individual/Cash Customers

Required information:

Full legal name (as per driver's licence)
Valid photo ID (driver's licence, passport, or proof of age card)
Current residential address
Mobile phone number
Email address
Payment method (credit card details)

Business Account Customers

Required information:

Registered business name
Australian Business Number (ABN)
Trading name (if different from registered name)
Business address (physical and postal if different)
Primary contact person (name, phone, email)
Accounts payable contact details
Preferred payment terms (account or credit card)

Account Creation Process

Step 1: Initial Customer Contact

Determine if this is a new customer or existing account enquiry
Ask: "Do you already have an account with Coates?"
If unsure, search system by business name, ABN, or contact details
Verify no duplicate accounts exist before proceeding

Step 2: Account Type Selection

Account Type	When to Use	Approval Required
Cash Account	Individuals, one-off bookings, credit card payment	None - immediate setup
Business Account (Credit Card)	Business customers paying by credit card	Basic verification only
Business Account (30-day terms)	Established businesses requesting account terms	Credit check and manager approval
Corporate Account	Large organizations, multiple sites, high volume	Full credit application and regional manager approval

Step 3: System Entry

Navigate to: Customers > Create New Account

Basic Details Tab

Customer name (individual or business)
Account type selection
ABN (for business accounts - system validates)
Primary phone number
Primary email address

Address Details Tab

Physical address (must be verifiable)
Postal address (if different)
Delivery address (if different from physical)
Tick "Same as physical" boxes where applicable

Contact Details Tab

Primary contact: Name, role, phone, email
Secondary contact: Optional but recommended
Accounts contact: For business accounts only
Site contact: For delivery-focused customers

Verification Requirements

Individual Customers - ID Verification

ID Type	Verification Steps
Driver's Licence	Check photo, name matches, address current, expiry date valid
Passport	Check photo, name matches, expiry date valid, note passport number
Proof of Age Card	Check photo, name matches, verify state-issued card

Important: For phone bookings, request email/fax copy of ID. For in-person, scan and attach to account.

Business Customers - ABN Verification

Enter ABN in system - automatic lookup verifies registration
Confirm business name matches ABN registry
Check GST registration status displays correctly
If ABN lookup fails: Customer must provide current ABN certificate

Credit Assessment Process

Accounts Requiring Credit Check

Required for all account terms requests (non-credit card payment).

Credit Application Steps

Navigate to: Credit > Request Credit Application
Email credit application form to customer
Customer completes and returns with:
- Trade references (2 minimum)
- Financial statements or bank references
- Director/owner identification
Submit to credit team for assessment
Wait for approval (typically 1-2 business days)

Credit Approval Outcomes

Outcome	Next Steps
Approved	Credit limit assigned, account terms activated, notify customer
Approved with conditions	Lower credit limit or director guarantee required, discuss with customer
Declined	Offer cash account or credit card payment option
More info required	Contact customer for additional documentation

Payment Method Setup

Credit Card Payment

Enter card details securely in payment portal
System tokenizes card - never store full card numbers
Set as default payment method
Send confirmation email to customer

Account Terms Payment

Only activate after credit approval received
System automatically assigns payment terms (e.g., 30 days from invoice)
Credit limit displays on account
Set up invoice delivery preference (email or post)

Account Settings Configuration

Delivery Preferences

Default delivery address
Standard delivery time preferences
Site access notes or special instructions
Delivery contact person

Notification Preferences

Booking confirmations: Email, SMS, or both
Delivery updates: Enable/disable delivery tracking
Invoice notifications: Email preferences
Marketing communications: Opt-in status

Account Notes

Add internal notes about:

Specific customer requirements or preferences
Previous issues or escalations
Site access challenges
VIP or key account status

Finalizing Account Creation

Pre-Completion Checklist

☐ All required fields completed
☐ ABN verified (business accounts)
☐ ID checked and uploaded (individual accounts)
☐ Payment method configured
☐ Credit approval received (if applicable)
☐ Contact details verified
☐ Delivery addresses confirmed

Save and Activate

Click "Save Account" to create account record
System generates unique account number
Status changes to "Active" (or "Pending Credit" if awaiting approval)
Welcome email automatically sent to customer

Post-Creation Steps

Customer Communication

Confirm account number with customer
Explain payment terms and billing process
Provide website login details (for online booking)
Outline account benefits and process for equipment booking

System Actions

Account now searchable in booking system
Customer can book equipment immediately (if cash or approved credit)
Credit limit monitoring activated (account terms customers)
Customer added to email notification system

Common Issues and Solutions

Issue	Solution
ABN not found in system	Request current ABN certificate from customer, manual entry possible
Duplicate account detected	Check if customer previously traded under different name, merge or reactivate old account
Customer requests urgent credit terms	Offer immediate cash/credit card account, submit rush credit application to manager
Missing required information	Create account as "Incomplete" status, send info request email, follow up in 24 hours

Escalation Guidelines

Escalate to Team Leader when:

Customer requests credit limit above $10,000
Customer disputes credit decline
Unusual payment arrangement requested
Corporate account setup (multi-site)
Customer has previous bad debt history
Verification documents appear questionable

Account Creation Best Practices

Always verify customer identity before creating account
Use phonetic spelling for names if unsure - confirm spelling with customer
Add comprehensive notes to assist future agents
Set realistic expectations on credit approval timeframes
Offer alternative payment methods if credit declined
Test account by searching after creation to ensure findability

For account creation issues, contact the Credit Team on ext. 2345 or email: credit@coates.com.au