This article outlines the role of Business Ops Admins when a cash credit request is submitted in PREO for a customer who is on credit hold in eAutomate.
Process Overview
PREO has been enhanced in partnership with the Xerox Risk (eCredit) and PREO teams.
Sales reps submit cash credit approval requests directly in PREO
Requests are routed to Xerox Risk (eCredit) to evaluate customer creditworthiness
The credit decision is returned to PREO and generates a credit approval form
Sales can view the decision in the Requests tab and Documents Center
⚠️ Important:
If the Sold‑To customer is on credit hold in eAutomate, the request will not route to Xerox Risk until the hold is cleared.
EAutomate Credit Hold Identification
Before a request is sent to Xerox Risk, PREO validates the Sold‑To customer’s status in eAutomate.
If the customer is on hold:
The credit request is paused
An email notification is sent to the Business Ops Admin team at:
XBS.US.PresignatureEscalations@xerox.com
Business Ops Admin Responsibilities
Step 1: Review the Account in eAutomate
Using the Customer Number from PREO, access the AR Console in eAutomate.
You may also:
Search by customer name to view all related accounts
(AR Console → All Customers → Quick Search)
Review account activity to understand the overall credit picture:
Is the customer current on payments?
Are past‑due balances significantly aged (90+ days)?
What is the past‑due balance relative to the deal size?
When was the last payment made, and for how much?
Below is an example of an aging:
For this account, the AR Console shows:
· The customer is paying their current contract invoices.
· The oldest past due invoices are for a late fee and a service invoice.
· Is the customer disputing the service invoice since they have a contract?
· The monthly contract billing is approximately $40K
This is the type of background information the Deal Admin and Lease Admin teams should gather before contacting the Collector.
Step 2: Assess the Account Background
Gather context before contacting Collections, such as:
Are past due amounts tied to late fees or service invoices?
Is there a potential billing dispute?
Is the customer actively paying current invoices?
This information should be documented and shared with the assigned Collector.
Step 3: Contact the Assigned Collector
Once the account review is complete:
Contact the Collector assigned to the account based off the below email chart.
Inform them a cash transaction is pending but the account is on hold
Request:
Current collection status
Statement of account
Copies of open invoices
Confirmation of disputes (if applicable)
The sales rep must be copied on this communication.
Core | AR Mailbox |
COT | |
COM | |
DAH | |
MRC | |
COS | |
BER | |
COP |
Example Email to Collector
Dear Karthick,
{Sales Rep Name} has submitted a new cash deal for $XXXX for Jamaica Hospital. The account is currently on credit hold in eAutomate, which is preventing the credit request from being submitted.
During our AR review, we noticed an aged service invoice. Can you confirm whether this invoice is under dispute and provide a statement of account along with copies of all open invoices?
Please advise on the current collection status so we can determine next steps.
Thank you,
Jamie
Sales Rep Involvement
If a customer with open balances has a pending cash deal:
Sales must be actively involved with the customer
If balances are valid and undisputed:
The sales rep is responsible for securing:
Payment, or
A documented promise to pay
Business Ops Admins facilitate communication but do not collect payment.
Clearing the Credit Hold
Business Ops, Deal Admins, and TCS Admins cannot remove credit holds
Credit holds are cleared only by Collections once:
Payment is received, or
A valid promise to pay is documented
(per Collections SOP – 1704 Stop Service Order Release)
⚠️ HCL teams must follow their own credit release process.
If a sales rep requests an exception or hold release:
The request must be escalated to Claire McFadden