Billings SOP

Billing Standard Operating Procedure (SOP) addressing FAQ processes involved in account setup, project & task management and billing process.

1. Account Setup

• Account Creation:
  • Open the client’s account in our accounting system.
  • Create profiles for each user who will interact with us on FluentCRM.
  • Open a Fluent Board with the following status sections:
    • Inbox
    • Investigate, Plan & Spec
    • In Progress
    • Test & Signoff
    • Billed
    • Future Requests
  • Replicate the basic project data to Timely.

2. Project & Task Management

• Add a New Support Request:
  • Log new requests on the client’s Fluent Board in the **Inbox** column.
  • Begin the investigation for each new request.
• Task Progression:
  • Move tasks through the stages as they progress:
    • Inbox
    • Investigate, Plan & Spec
    • In Progress
    • Test & Signoff
    • Billed
  • Inform clients of each update.
  • Clarify outstanding information with clients as needed.
  • Obtain client approval for wireframes and defined specifications.
  • Have clients test and approve tasks upon completion.
  • Once a task is completed, move it to the Billed status.
• Time Tracking:
  • Staff computers run Timely Time Tracker, which monitors screens and apps every minute.
  • The Timely AI learn & logs screens open on staff computers to client projects.
  • Upon task completion, team leaders verify AI logs and submit them for billing.

3. Billing Process

• Billing Schedule:
  • Billings are processed on Friday afternoons based on the client’s account type.
• Client Types:
  • EFT & Weekly Retainer Clients – Invoices are issued with a 14-day account.
  • Debit Order Clients – Work is added to the next month’s invoice.  Invoices are finalized and sent for work completed up to the end of business on the 19th of each month.

The Billings SOP ensures efficient and transparent billing processes, keeping both our team and our clients well-informed and up-to-date.