Cdr- Crm Isttm

8/3/2019 Cdr- Crm Isttm

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CDR CRM Training



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• Web Based System(Accessible from anywhere with in BSNL network)

• Serves all the customers of the Zone(4 Zones across India, viz – North, South, East and West)

CRM Application Walkthrough

Access & Locations



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• CDR Project launched with a Mission to Improve BSNLCustomer Care

Customer Satisfaction,

Competitively priced plans& services, Quick Launch

..and so in achievement of

the success for CDR

Project!!

CDR Training for CSRs

Objectives & Criticality

• CSRs Play a Vital Role in Customer Care



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• Customer Service Representatives (CSRs) based in

• Customer Care Centres

• Call Centres at Circle

• Retention CSRs at Circle level

CDR Overview for CSRs

CSRs – The Composition in CDR



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Architecture – A Quick View

CDR System

CRM

(customer

Relationship

management)

Customer Mgmt

Order Mgmt

Assurance

Marketing &Sales

Product Management

Web Self Care

OMInventory

Provisioning

BillingPlans

Charging & Invoicing

d o w n s t r e a m s

y s t e m s

PMSPayments



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CRM – Function Summary

– Customer Management

Customers

ProspectsHierarchy

–

Orders Management

– Assurance

– Marketing & Sales

Sales Orders

Service OrdersWaitlist Orders

EnquiriesFault sComplaintsEscalations

CampaignsQuotesProposalsOpportunities



Contact

ServiceRequest

Line Items

Service(productinstance)

Address

CustomerAccount

BillingAccount

TroubleTicket

Order

Products


CRM – Information OrganizationYour name, father name,

home/work phone numbers,email & Best time to call?

Represents the Customer in

the system with unique

Customer Account Id. -

4004004001

I need monthly bill

on paper withsummary etc.

Account id :

1234567890

1234567891

One customer - Any number of addresses!

Installation address1, 2..

Billing address…

Phone Line 1,2..

roadband. ISDN.

ustomer is subscribed

New Phone/BB

orders.. Change my

plan.. Remove

facility.. (Sales &

Service Orders)

Phone dead.. Bill not correct..Pls help !

I want electronic bill..

My name is spelt wrong!!

What BSNL sells..

Landline,

Broadband, WLL,

ISDN ..

Plans



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Contact:

Contact represents communication or person data of the customer account like surname, name, father name, phone contacts etc.

Customer Account: (Uniquely identified by Customer Id)Customer Account represents actual customer, the individual or organization that would receive or is receiving any service likeLandline, WLL, ISDN, etc.. The customer account is the top levelaccount to identify the customer uniquely.

Billing Account: (Identified by Billing Account Id)Billing Account represents the billing details of services and their corresponding invoice details. This account type must have acustomer account as a parent account. Each billing account isassociated with service instance. Its unique within zones.


CRM – Terminology - 1



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Order :

is a request captured from the customer for New Service, Add onservice, Shift, Transfer and Disconnection of Service.

Order Line Items:

Contains the Service level information like Bill Plan, Calling level,Facilities And Accessories.

Service :

Created or Updated when the order is fulfilled in other terms fulfilledorder gets converted to Service.

Service Id :Represents unique Id for the Service Ex: Telephone Number

including the STD code.





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Types of Orders :

New Order – An order requested by the customer for a new service.

Modify Order -- An order requested by the customer for add onservice.

Disconnect Order – An Order requested by the customer for disconnecting/closing an existing service ( can be due to Shift or Transfer ).

Reconnect Order – An order created for Shift And Transfer of aService

Note : Order Sub Types changes based on the Order Type AndService Type





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Key Application Terminology

Terms we would bereferring today-

• Screen• List View• Detail View



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• Address for browser – http://10.196.215.39/ecommunications_enu

• User – provided in the classroom

• Password – provided in the classroom


Login & Home Page

http://10.196.215.39/ecommunications_enu/

http://10.196.215.39/ecommunications_enu/



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Web Self Care (WSC)

A one-stop facility (web access) to the individual

subscribers as well as corporate customers

Post a request for activation or deactivation of a service

Electronic Bill presentment and payment

Trouble Ticketing

Integration with CRM, existing web portal, GSM CRM etc.

Data encryption, Authentication, Authorisation, Account

access management, Logging and monitoring all system

access, Resource allocation management, User accessprivileges management etc.

http://selfcare.sdc.bsnl.co.in



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Disaster Recovery

– An event that makes the continuation of normal functions of a datacentre impossible.

– North DC will be DR for West DC and vice versa – South DC(HD) will be DR for East DC(CA) and vice versa

– The degradation of performance for the applications failing over to the DR site is permitted up to 50%

– Collection servers of mediation system shall have 100%redundancy to take care of both sites



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Changes in Business Processes after CDR

Revenue Accounting: In the new system balance

brought forward accounting method shall be used

instead of invoice based accounting. Customers can pay any amount and it shall be credited

to the account.



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Changes in business processes after CDR

Surcharge /Late fee: Surcharge will be treated as late fee. It willbe a percentage of the outstanding instead of slab rates.

Deposits: Deposits already made uniform

LOCAL/STD Rs. 500ISD Rs. 2000

Billing cycles : The new system can support for max. of 15 billingcycles.



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Changes in business processes after CDR

CDR based billing: The existing tariff based on MCUs

will be migrated into MOU(minutes of usage) based

system.



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• New Permanent Landline Connection

• Free Connection

• Sulabh Connection

• New PCO connection for Local, STD and ISD

• TNF orders• Wait List

• WLL Request



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New Permanent Phone Connection - Manual

• Customer Account - Create New Customer Account

– Create/Associate Contact

– Add Address

– Create Billing Account

• Order – Create Order Header • Order – Check Number Availability

• Order – Add Line items

• Populate field ‘Broadband Requested’ as ‘N’

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Order – Check Accessory and Validate• Order – Make Payment (Generate Demand Note) & Submit

• Navigate to the Order Milestones View and verify the Service Order status to be Complete

• Navigate to the Services screen, verify the updated facility/accessory

status to be Active

http://html/New%20Permanent%20Phone%20Connection%20-%20Manual%20Order.htm







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