Purpose
The purpose of this customer on-boarding policy is to set the general guidelines to create a new customer. It attempts to define a standardised approach to on-board a new customer, ensure good data is captured at source, facilitates KYC's and limit the risk of non-compliance with regulations.

Scope
This policy applies to all business units within the organisation. It must be followed by all stakeholders alongside the detailed procedures and processes associated with this policy.

Policy Statement:

• All new customers must be added in CRM before any creation can be done in the ERP. All approvals and applicable supporting documents must be stored in the CRM. 
• The concerned salesperson is responsible for the accuracy, reliability and completeness of data captured and input in the CRM.
• In the account receivable team, the collection specialist is responsible to do a quality check on the data in CRM before triggering the customer creation in the ERP.
• The pre-requisites to on-board a new customer vary according to the areas of operations and these are stipulated in the respective processes and procedures.

General rule:

• Check if customer is not already in CRM to avoid duplicate records.
• A BRN number is mandatory to create an account in CRM and in the ERP. In case where no BRN is available, the NIC of the owner can be used in lieu of a BRN. A copy of the BRN/NIC must be saved in the files of the account. In cases where neither BRN nor NIC is available such as for embassies and consulates, a note must be added in CRM to identify same.The account receivable team will review and seek further approval if needed before creating customer in the ERP.
• The following sets out the documents required by type of business types; however, it is not an exhaustive list:

  • Nature of Business	Supporting Documents Required
    Individual Traders (sole traders) BRN starting with 'I'	Copy of BRN Copy of NIC of owner Proof of address (utility bills <3months) VAT certificate (if VAT registered)
    Companies - BRN starting with 'C'	Copy of BRN Certificate of incorporation VAT certificate (if VAT registered) Proof of address (utility bills <3months)
    Ministries	A dated and Signed official Document from the ministry (eg letter of tender of tender award)
    Schools and embassies	An official document from the organisation confirming its existence with an authorised signature

• For all resellers of alcoholic products, it is mandatory that they produce a valid MRA Alcohol Licence and it must be attached in the account within the files section in CRM. It is the responsibility of the sales teams to ensure that the trading entity has a valid MRA Alcohol licence in order to abide to the legislation.

Freshsales: Customer creation process