Authors: @Paul Kooi, @Darin Davis
Start with Context and Overview & Then Introduction: “Happy Path”
1. CAT Context and Process Overview
4. Supporting Legacy Agreements
2. CAT Introduction: “Happy Path”
[5. User Voice & Feedback](https://www.loom.com/embed/f299c7ac6e9446eb94a229479475f9f4)
The customer agreement tool or C.A.T. allows a North Park employee to create and update agreements with our customers. It is not a fully automated solution. Any employee authorized to create a new agreement should follow the current best practices and guidelines currently in place.
C.A.T. is built on a simple navigation pattern. Start by searching for a customer leading to the Summary screen. Select the Create New Agreement option and proceed through the steps listed in the navigation on the left. If upon reviewing a customer’s, current agreement. You cannot support it via the tools and limitations of the current version of C.A.T. Select the Agreement Not Supported option. Commonly known as a “Butterfly Agreement”.
Once you have created a new agreement, you will navigate between the steps by selecting any of the steps directly, or selecting the option to move to the next step at the bottom of each page. Once you have completed filling in all of the necessary information for your new agreement the tool will allow you to create a PDF intended to be reviewed internally and ultimately sent to a customer for signature. Once signed and uploaded into the system the agreement will be updated and implemented once the effective date of the agreement has been reached.
C.A.T. has the ability to update a customer's agreement at any point. However, we only support updates in the future. No prior agreement, created in C.A.T. can be changed in any way. If the customer has a current agreement that needs to be re-created in C.A.T. see the instructions for using the Summary Screen.
In order to search for customers. Select the search input and begin typing the customer's name. After the third letter, you will see the name of customers that match the letters you have entered. Select the customer’s name when it appears in the list. Customers with duplicate names are differentiated by using the customer’s ID that appears to the right of the name in the list.
<aside> <img src="/icons/light-bulb_gray.svg" alt="/icons/light-bulb_gray.svg" width="40px" /> Note: You cannot create a new customer from C.A.T. In order to build a new customer profile, use the AS400
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The summary screen shows the current status of a customer's agreement with North Park. The customer's ID, and current Tariff Number.
Simply select the Create New Agreement option and proceed by moving through the necessary steps until finished creating the customer's first agreement.
Legacy customers that do business with North Park will need to have their agreements added to the system using C.A.T.
This will allow North Park to:
In order to re-create a current customer agreement using C.A.T. First, follow the steps below.
If the current agreement cannot be accommodated by C.A.T. then select the Agreement Not Supported Option, and add the date and detailed description as to why the legacy agreement cannot be added to the system.
C.A.T. allows us to update a customer's agreement prior to the date that their current agreement expires. If either North Park or a customer wishes to renegotiate an agreement. Select the Create New Agreement option on the summary page and proceed as usual. Being careful to enter the correct Effective Date and Expiration Date for the new agreement.
<aside> <img src="/icons/light-bulb_gray.svg" alt="/icons/light-bulb_gray.svg" width="40px" /> Note: C.A.T. automatically records the expiration date of all agreements as one year from the Effective Date and will notify the account executive responsible for this customer of all agreements due to expire, 90 days prior to the agreement expiring.
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This is an agreement that was started but not finished. You can continue working on the draft until complete.
Agreements are marked as being under review when all necessary information has been completed but a PDF has not been created for signature. A common example of this is when an account executive completes all the necessary steps and sends a link to the agreement for review. If a PDF is created the status will be set to Awaiting Signature.
If a PDF is created the status will be set to Awaiting Signature. You can still make changes to the agreement if needed and then create another PDF. However, once the signed document has been uploaded. You will no longer be able to make changes to that specific agreement. In order to make changes you will need to create a new agreement and obtain another signature from the customer.
If a customer allows their agreement with North Park to expire. The agreement in C.A.T. will reflect this.
<aside> <img src="/icons/light-bulb_gray.svg" alt="/icons/light-bulb_gray.svg" width="40px" /> Note: Once a customer allows their deal to expire they can still request pickups. Future releases will NOT support this. The customers pricing will revert from the previous deals to the default NOPK500 rates with no discounts or concessions.
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At the bottom of each page, you will find a button that says “Save & Continue”. Each time you select this option, the data from the current page will be saved, and you will progress from the page that you are currently viewing to the next step in the process. There is no way to undo any changes in CAT and you cannot roll back changes once they have been saved.
<aside> <img src="/icons/light-bulb_gray.svg" alt="/icons/light-bulb_gray.svg" width="40px" /> Note: Changes that are made to any page must be saved by using the option at the bottom of the page. If you close the browser or lose your internet connection your progress will be lost.
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The General Rates page is where you add the agreement Effective Date and select the Rating Tariff. All tariffs are currently supported via SMC3. If you require a tariff that we don’t currently subscribe to please request it through the regular channels. Once a subscription has been added. You can refresh the browser and it will appear in the list.
Selecting the Set Annual Date checkbox allows you to set the effective date to begin as the current agreement expires. Deselecting this option allows a user to set a custom effective date. All three fields are required in order to proceed to the next step, and or complete an agreement.
The Exceptions page allows a user to add exceptions across four primary categories. Global, Class, State, and Terminal. Below is a description of the functionality of each of these tabs.
The Global Exceptions contain two primary discounts. The Class Rate Discount: Direct Points, and the Class Rate Discount: Non-direct. Each field calculates a percentage discount.
The Class Exceptions tab contains a table showing the current NMFT classes. Each class can be overwritten by selecting the Exception dropdown next to any class in the table. Selecting an exception will override that class with another rating class.