Change to Accounts Receivable Customer Creation and Edit Process

Beginning May 1, departments and units selling goods and services on credit to customers (accounts receivable) should use the “Create Request” task in Workday to request new customer records and edits to existing records. Note, this change DOES NOT apply to Internal Order Billing (IOB) or cash sales. The Qualtrics form previously used for this process will be deactivated as of May 2.

What’s Changing:

• New location to initiate customer creation and edits – beginning May 1, use the “Create Request” task in Workday to request new customer records and edits to existing records.
• How you’re notified about your requests – communications in this new process behave similarly to other Workday-based business processes: you’ll receive both a system-generated email and a Workday notification (bell icon) when your request has been completed. You may still receive an occasional email if additional information is needed to process your request.
• Ability to collect and store Social Security Number and date of birth – transitioning the process to Workday allows for secure capture and storage of sensitive data, including SSN and date of birth.
• Qualtrics form retirement – the Qualtrics form previously used to collect customer record data has been deactivated as of Friday, May 2. It has also been removed from the Accounts Receivable for Departments and Units website.

What’s Not Changing:

• Who’s processing your requests – the Bursar Processing team is still behind the scenes managing your requests for customer creation and edits.
• Service level agreement – requests will still be processed within 24 hours of receipt, and you can still submit urgent requests for faster turnaround, if justification is provided.
• Data points required for customer record maintenance – you will still need the customer’s name, address, phone number, tax exemption certificate (if applicable) and contact person details (for organizations) to request customer creation and edits.

Why the Change?

• Increased data security – Workday is equipped to securely store restricted data types such as SSN and date of birth, which Qualtrics cannot do.
• Better transparency in process – the move to Workday allows for submissions to be tracked in business process workflow, so you can see exactly where your request stands at a given point.
• Improved collections performance – adding SSN and date of birth to customer records allows the University Collections team to optimize their recovery efforts for past due accounts.

Getting Started:

• Check out the Administative Resource Center (ARC) job aid to preview the new step-by-step process for requesting new customers and edits using Workday.

Questions about the new process? Contact the Bursar Accounts Receivable team at oub-customeraccounts@osu.edu. The Bursar Accounts Receivable team will continue to manage the customer creation and edit process. Requests will still be processed within 24 hours of receipt and the required data points for customer record maintenance remain the same.