A Task Map is what Naheni builds from each of your procedures: what the procedure requires, the information each step needs and where it is found, the decisions along the way, and every step across your systems from start to completion. Staff never see this document. It is what Naheni answers and guides from.
Each clause of the SOP broken down into a single requirement, with its type and the clause it comes from.
| Ref | Requirement | Type | Source |
|---|---|---|---|
| R1 | Changes to payment terms must be requested by the account owner and record the customer’s reason. | Rule | SOP FIN-07 §2.1 |
| R2 | The signed contract variation must be held before any approval is requested. | Dependency | SOP FIN-07 §2.3 |
| R3 | No change may be made while the customer is on credit hold. Refer to Credit Control. | Exception | SOP FIN-07 §2.4 |
| R4 | The approval level depends on the new terms and the annual contract value (see decision D2). | Decision | SOP FIN-07 §3.2 |
| R5 | The approval request must state the current terms, the new terms, the annual contract value and the effective date. | Rule | SOP FIN-07 §3.3 |
| R6 | The billing system must not be changed until the approval reference has been issued. | Sequence | SOP FIN-07 §3.5 |
| R7 | The contract record must show the new terms, the effective date and the approval reference. | Rule | SOP FIN-07 §4.1 |
| R8 | New terms apply from the next invoice. Invoices already issued keep their original terms. | Rule | SOP FIN-07 §4.2 |
| R9 | The customer must be told in writing using template FIN-07-T2. | Rule | SOP FIN-07 §4.4 |
Every piece of information the task uses, the system and screen it is found on, and the steps that use it. Naheni maps where the information is, not what it contains.
| Ref | Information | Where it is found | Used at |
|---|---|---|---|
| I1 | Customer account number | CRM Account › Summary | Steps 1, 2, 6, 7 |
| I2 | Current payment terms | CRM Account › Contract tab | Steps 3, 4 |
| I3 | Requested payment terms and reason | Account owner’s request (email or CRM task) | Steps 1, 3, 4 |
| I4 | Annual contract value | CRM Account › Contract tab › ACV | Steps 3, 4 |
| I5 | Credit status and risk rating | Credit Desk (in-house) Customer lookup | Step 2 |
| I6 | Signed contract variation (PDF) | CRM Account › Files | Steps 1, 4 |
| I7 | Approval reference | Approvals workflow Request › Status | Steps 5, 6 |
| I8 | Next invoice date | Billing system Customer › Billing schedule | Step 7 |
| Ref | Decision | Outcome |
|---|---|---|
| D1 | Is the customer on credit hold? Check in Credit Desk (in-house) | Yes: stop and refer to Credit Control (R3). No: continue to step 3. |
| D2 | Which approval level applies? (R4) | New terms up to 45 days: team leader. 46 to 60 days: finance manager. Over 60 days, or annual contract value over £250,000: finance director. |
| D3 | Is the signed variation on file? (R2) | No: stop and ask the account owner for it. Yes: continue. |
The sequence staff follow, the system and screen for each step, and the requirements each step meets.
| Step | System | Where | What to do | Meets |
|---|---|---|---|---|
| 1 | CRM | Account › Files | Open the account (I1). Confirm the signed variation (I6) is attached and the reason (I3) is recorded on the request. | R1, R2, D3 |
| 2 | Credit Desk (in-house) | Customer lookup | Search by account number. Check credit status and risk rating (I5). | R3, D1 |
| 3 | — | — | Work out the approval level from the new terms and the annual contract value (I2, I3, I4). | R4, D2 |
| 4 | Approvals workflow | New request › Payment terms change | Enter current terms, new terms, annual contract value and effective date. Attach the signed variation. Select the approver from D2. Submit. | R5 |
| 5 | Approvals workflow | Request › Status | Wait for approval. Do not change billing yet. Note the approval reference (I7). | R6 |
| 6 | CRM | Account › Contract tab | Update payment terms and effective date. Enter the approval reference in the Notes field. | R7 |
| 7 | Billing system | Customer › Billing profile | Set the new payment terms from the next invoice date (I8). Leave invoices already issued unchanged. | R8 |
| 8 | Billing system | Customer › Next invoice › Preview | Check the preview shows the new due date. This confirms the change has taken effect. | R8 |
| 9 | CRM | Account › Activity › Email | Send template FIN-07-T2 to the customer’s billing contact and log it on the account. | R9 |
The task is complete when the approval reference is on the contract record (R7), the next-invoice preview shows the new due date (step 8) and the customer letter is logged (R9).
Where a task’s route needs clarifying, we ask your process owner before the task goes live.
| Ref | Point to clarify | Raised with |
|---|---|---|
| G1 | SOP §3.2 says a finance manager approves terms of 46 to 60 days, but the approvals workflow currently routes them to a team leader. | Process owner, Finance |
| G2 | The SOP does not say who approves when the finance director is absent. | Process owner, Finance |
| G3 | The SOP is silent on part-paid invoices. The support history shows billing applies the old terms to them; this has been mapped as current practice, pending approval. | Process owner, Billing |
Matched from past support queries about this task.
| Ref | Question staff have asked | How the Task Map answers it |
|---|---|---|
| H1 | “I changed the terms but the invoice still shows 30 days.” | Step 7: the new terms take effect from the next invoice, not on invoices already issued (R8). |
| H2 | “Who approves 60-day terms?” | Decision D2. |
| H3 | “Can I update billing while the approval is pending?” | No. Step 5 and requirement R6. |
When an account manager asks “How do I change a customer’s payment terms?”, Naheni answers from this map: as written steps they can keep, as an answer in a chat, or by guiding them on screen from the CRM to Credit Desk, the approvals workflow and the billing system, in the order the procedure requires. When the SOP or a system changes, we update the map and every answer changes with it.
Illustrative example. Westbrook Technology Ltd is a fictional entity created for demonstration; any resemblance to a real organisation is coincidental. The procedure, systems and thresholds are illustrative.
Send us one procedure and we’ll map it across your systems, free of charge.