general purpose crm & billing overview ticket driven (request-approve- commit) rich toolset in...
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General purpose CRM & Billing
Overview
Ticket driven (request-approve-
commit)
Rich toolset inIntegration layer
• User and role management
• Customer profile management
• Customer account management (charges & payments)
• Services and tariff management
• Business flow management (ticketing)
• Warehouse (customer side installed device management)
• Integration and automation
Key components
Supporting components
• Customer care and technical support• Address and Network topology management• Reporting
• Integration layer adapters (Diameter server, VOD CDR analyzer, EPG crawler, etc…)
• Call center monitoring
• Customer self care
General concepts of customer management
• Customer is registered and as a result customer profile is being formed• A default account is being created for customer • One or couple of tickets are opened for customer for service activation
General concepts of customer management
• Tickets are being forwarded from thread to thread until all the necessary work is done for activating service to customer
General concepts of customer management
• Finally ticket gets forwarded to step indicating that service is already active which in turn activates Service & tariff management component and service instance with requested tariff is being created and assigned to customer.
• The same service and tariff management component takes care of service daily tasks: calculate fees, request for service suspension if account balance is low
General concepts of customer management
• Payments module takes care for registering payments to accounts
General concepts of customer management
• The further tariff change and/or termination of service are also initiated and done means of tickets.
• At each step tickets processing can be automated by special scripts (Integration and automation module)
• All the tickets and their flow history are becoming part of user profile
User and role management
• Access is controlled via permissions to every view and/or button• Permissions are grouped to roles• User is assigned to multiple roles
Options• Built in user/role management based on application database• LDAP (planned in further releases)
Key module
Customer profile management
• Difference profiles for physical and juridical customers• File attachments to profiles• Tax calculation schemes• Ability to manage contracts for better invoice generation• History of all activities on profile• General overview of
• User accounts and balances• Services, addresses and provided devices• Convenient documents printing from profile
Key module
Account management
• Multiple accounts per customer• Multiple services can be bound to single account• Batch charging service for offline billing• Charge tagging for better reports (per service type, cashier, etc…)• Cashier received payments tracking and tools for cash transfers among
cashiers• Flexible reporting for service components for flexible tariffication
Key module
Services and tariff management
• Plain monthly fee charging Internet, TV, etc..• Phone service with semi-online billing• TV service with per channel charging• Any other service is implemented on customer demand
Options• Time based price configuration• Time based service parameter configuration
Suspension/Resumption thresholds Charging tags Balance limits for suspension/resumption Parameters can be defined in tariff or left for filling in service
activation requests
Key module
Business flow management
• Driven by tickets• Ticket flow configuration per ticket type• Tickets can be pushed forward/backward with their resolution• Special ticket manipulation views for separate steps in ticket lifecycle• Configurable ticket access control• Possibility to assign automatic ticket pre and post handlers for action
verification and automatic resolution
Key module
Warehouse
• Keeps the records of all end user devices• Multiple stock and management of stock-to-stock and stock-to-user
transfers• Convenient tools for device registration (barcode scanners and batch
import)• Full device history• Integration with business flow component (special ticket view for
device assignment to end user)
Key module
Integration and automation - I
• Rich integration API support (Telnet, TL1, SSH, SNMP, HTTP, SOAP, FTP, RMI, RDBMS, LDAP, SMTP, POP3, IMAP)
• Ability to create shared libraries• Integration with business flow and tickets auto resolution• Possibility to create tasks for system maintenance and statistics
collection• JavaScript based scripting engine allowing access to all system
components
Key module
Features
Integration and automation - II
• Telnet ONT configuration STB rebooting
• SSH DHCP lease analysis
• RDBMS BRAS RADIUS provisioning
• SOAP Ericsson CAI3G provisioning –
IAP, MMTEL
• FTP EPG publisher Wi-Fi ONT configuration
• HTTP Wi-Fi ONT configuration EPG crawling
• SMTP Mass mailing & notifications
• RMI Ticket auto-resolution
Key module
Live proven
Supporting module
Customer care and tech. support
• Quick read only access to customer profiles General personal data Account balance and latest activities (charges and payments) Tickets history Services and their current states
• Direct access to integration tools from within customer profile Check customer device configuration and possible faults Check customer provisioning data Auto fix or reconfigure customer services Check for similar problems on customers of same BLM and/or OLT
Supporting module
Reporting
• Based on open source BI solution (http://pentaho.com)• Integrated BCRM user and role management • Nearly 200 reports include financial, marketing, sales and hardware stats
reports• Apart from reports also provides bunch of standard templates for daily
paperwork
Supporting module
Integration layer adapters
• Diameter server Offline CDR registration CDR analysis and phone service tariffication Semi-online billing with 5 minutes lag
• TV adapter Web page crawler for EPG collection Manual EPG editing EPG publishing to IAP with verification VOD CDR auto-import and semi-online billing with 30 minutes lag
• Internet service adapter Per MB traffic counter with 30 minutes lag
Supporting module
Call center monitoring
• Asterisk PBX based solution• Web based UI • Registers operator activities and generates report of done work by
categories• Fully integration is planned with customer care module
Automatic navigation to customer profile when call is picked Tools for quick call forwarding to operator who initially was handling
the issue
Supporting module
Customer self care
• Web portal Personal information edit Account information Service/tariff management
• PBX customizations Information services
• Payments accepting All local payment machines Master, Visa Card accepting ARCA virtual cards
