CDR CRM Training

CRM Application Walkthrough

Access & Locations

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)

CDR Training for CSRs

Objectives & Criticality

CDR Project launched with a Mission to Improve BSNL Customer Care
CSRs Play a Vital Role in Customer Care
Customer Satisfaction, Competitively priced plans & services, Quick Launch

..and so in achievement of the success for CDR Project!!

CDR Overview for CSRs

CSRs The Composition in CDR

Customer Service Representatives (CSRs) based in
Customer Care Centres

Call Centres at Circle Retention CSRs at Circle level

CDR Overview for CSRs

Architecture A Quick View

CDR System
CRM (customer Relationship management)
Customer Mgmt Order Mgmt Assurance Marketing &Sales Product Management Web Self Care

OM down stream systems

Inventory Provisioning

Billing
Plans Charging & Invoicing

PMS
Payments

CDR Overview for CSRs

CRM Function Summary

Customers Prospects Hierarchy

Customer Management Orders Management

Sales Orders Service Orders Waitlist Orders

Assurance
Marketing & Sales
Enquiries Fault s Complaints Escalations

Campaigns Quotes Proposals Opportunities

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CDR Overview for CSRs

CRM Information Organization

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

Represents the Customer in the system with unique Customer Account Id. 4004004001

Phone Line 1,2.. Broadband. ISDN. Customer is subscribed

Contact

Customer Account

Billing Account

I need monthly bill on paper with summary etc. Account id : 1234567890 1234567891 One customer - Any number of addresses! Installation address1, 2.. Billing address

Service (product instance)

Address BSNL sells.. Order What

Landline, Broadband, WLL,Line Items ISDN .. Plans

Trouble Ticket
Phone dead.. Bill not correct..

Service Request

Products

New Phone/BB orders.. Change my plan.. Remove facility.. (Sales & Service Orders)

Pls help ! I want electronic bill.. My name is spelt wrong!! 7

CDR Overview for CSRs

CRM Terminology - 1
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 like Landline, WLL, ISDN, etc.. The customer account is the top level account 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 a customer account as a parent account. Each billing account is associated with service instance. Its unique within zones.
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CDR Overview for CSRs

CRM Terminology - 2
Order : is a request captured from the customer for New Service, Add on service, 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 fulfilled order gets converted to Service. Service Id : Represents unique Id for the Service Ex: Telephone Number including the STD code.

CDR Overview for CSRs

CRM Terminology - 3
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 on service. 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 a Service Note : Order Sub Types changes based on the Order Type And Service Type

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CRM Application Walkthrough

Key Application Terminology

Terms we would be referring today Screen List View Detail View

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CRM Application Walkthrough

Login & Home Page

Address for browser http://10.196.215.39/ecommunications_enu User provided in the classroom Password provided in the classroom

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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 access privileges 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 data centre 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 will be a percentage of the outstanding instead of slab rates. Deposits: Deposits already made uniform LOCAL/STD Rs. 500 ISD Rs. 2000 Billing cycles : The new system can support for max. of 15 billing cycles.

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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 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
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