CDR Customer Relationship Management (CRM)

CRM

CRM Screen tabs Administration User Product Master Data Administration Data Administration Alerts CRM-Alerts to a CO CRM-Alerts to an AO Groups

CRM-View

CRM-Screen tabs

Home Contacts/Customer Accounts Billing Accounts Orders Services Trouble Tickets Service Requests Franchisee EStapled Accounts

CRM-Screen tabs

Collections Orders Miscellaneous Groups

CRM-Administration User

Following are the basic roles in CRM : CSR Role CO Role AOTR Role AO (CASH) Role AO (PURSUIT) Role WEB CSR Role Executive In charge for E-Stapling Accounts In charge for Franchisee Creation

CRM-Administration User

CRM- Product Master Data

Landline, ISDN (BRI/PRI), Broadband Plans etc

Eligibility Rules based on SSA, Billing Account type & Subtype, Usage Code, Rural/Urban, Effective End date, Service Subtype, Connection Type.

Apart from the plans, we have Facilities, Rental & Deposit Schemes, Accessories of the Product (LL/BB/ISDN/EVDO etc.)

CRM- Product Master Data

CRM-Administration Data

Locality Addresses : The Main Locality is at top of the Hierarchy and the Exchange Code is at the bottom.

List of Values : The query can be made based on the Sub locality. For eg : Click on query button and enter Type as “BSNL_SUB_LOC” and Display value as “A C GUARDS” and click on Go button.

CRM-Administration Data

CRM-Administration Data

CRM- Administration Alerts

If a particular order is cancelled by OUTDOOR with reason TNF/WRONG ADRESS etc in clarity, then an alert will be sent to the concerned CO in CRM. In such case, to identify to which CO the alert was sent, you can use the Administration alert.

Any kind of alert on a service can be viewed here.

CRM- Administration Alerts

CRM-Alerts to a CO

Order with Tel Number#< > has been halted/Cancelled in downstream due to TNF.

Please Approve/Reject Service Request. Please raise Disconnection order for <Tel

Number>. Please Approve/Reject Rental/Usage

Scheme.

CRM-Alerts to an AO

Alert for Billing Adjustment Alert for Refund Alert for Unbarring Request Please Approve Debit Request ISD is Added, Please Approve Please Approve or Reject the Late Fee

Waiver Please Approve or Reject the Non Third Party

request

CRM-Alerts to an AO

Please Approve/Reject Service Request Please approve/reject Override Deposit

Approval activity Please raise debit note for termination charge Alert for Promise to pay Please Approve the Refinance Write Off : Default Alert

CRM-Groups

Centrex Group---A new Centrex Group can be created here. A number can be blocked for a Centrex Group.

ISDN Group---ISDN BRI/PRI and their DIDs. Corporate Group---Numbers required for a

Corporate Group can be blocked here and can be used for future connections.

CUG Group----A CUG Group with a CUG plan can be created here.

CRM-Backend Updates

Order Status and Sub status Update from backend. (Re-submission in case of Clarity Failed Milestone)

Change of Billing Account Collection Status from OG-Barred to Active after confirmation from Billing Team.

Changing Exchange code in CRM after confirmation from Clarity.

Updating Mobile Contact Number of the Customer.

CRM-Backend Updates

Changing Cancellation Reason in the Order – More Info (For eg: TNF to Wrong Address)

Service Request/ Docket Cancellation. Service Category updation from FREE to

NONOYT-GEN if the Free to Normal Modify order is completed.

Broadband User id updation after confirmation from Clarity and BILLING.

CRM-Business Service

If a fault order is pending in Clarity and meanwhile the Customer asked for Voluntary disconnection and the disconnection order got completed and Service became inactive. The previous fault order cannot be closed now and in such a case, the fault needs to be cancelled.

This can be cancelled by running a process in CRM.

CRM-Business Service

CRM-Business Service

1. Go to Site Map2. Click on Administration-Business Service.3. Click on Simulator.4. Click on New button.5. In the Service Name field enter "Fault Cancellation BS".6. In the Method Name Pick applet select "CancelFault".7. Under Input Arguments click on New button.8. Click on the Pick Applet under the field "Property Name" Again Click on New

button.9. Enter the following a. Property Name : SR Number b. Value : 12056897456 (CRM Order id from clarity SO) Click on Save button and then on "OK" button.10. Click on the Pick Applet under the field "Property Name" Again Click on New

button.11. Enter the following a. Property Name : Comment b. Value : SD99999 (SM Ticket#) Click on Save button and then on "OK" button.12. Click on "Run" button.

Thank U