Billing and Customer Management System

Transcription

1 Table of Contents Overview... 2 Business challenge... 2 Core components... 3 Integrated modules... 5 Copyright 2014 IUnetworks LLC Page 1

2 Overview Billing and Customer Relationship Management System (BCRM) is an efficient enterprise-level solution, that was implemented for Ucom - one of the leading providers of telecommunication services in Armenia, contains a number of key components and additional modules that enable service providers to manage subscribers and transactions quickly and efficiently with no limitations. Each of these components work to manage all customers accounts and carry out billing tracking automatically based on their personal ID number. BCRM provides efficient management of the sales cycle in a transparent and measurable process, from the first customer contact to service provision and service updates. One can efficiently track customers through managing the entire life cycle of a customer contract, encompassing all provided products and services and access all contract data for a comprehensive view of the details. Business challenge Nowadays telecommunication companies encounter with the continuous necessity of keeping up with up-to-date technologies and increasing customer demands. Our BCRM solution enables to benefit from the technological quickness necessary to innovate customer support. That's why, having in mind forward-thinking strategies we have created a customer relationship management and billing platform that will help you to stay ahead of the competition and enjoy: Efficient billing cycle management Improved customer relationship management Reduced product development and support costs Copyright 2014 IUnetworks LLC Page 2

3 Core components Billing and Customer Management System BCRM consists of the several core components that enable to deliver a consistent experience for customer interactions: Convergent billing Providing multiple accounts per customer Bounding multiple services to single account Batch charging service for offline billing Payments accepting from cashiers and 3rd party providers Providing tools for payments double verification Charge tagging for better reports (per service type, cashier, etc ) Received payments tracking and tools for cash transfers among cashiers Flexible reporting for service components to provide flexible tariffication User and role management Users access is controlled via permissions to every view and/or button Users permissions are grouped to roles Each user may be assigned to have multiple roles 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 Services and tariff management Plain monthly fee charging Internet, TV, etc. Phone service with semi-online billing TV service with per channel charging Copyright 2014 IUnetworks LLC Page 3

4 Any other service can be implemented upon customer demand 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 Assets management Keeping 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) Providing full device history Integration with business flow component (special ticket view for device assignment to end user) Integration and full automation of service provision processes 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 Copyright 2014 IUnetworks LLC Page 4

5 Integrated modules Billing and Customer Management System BCRM system has a number of integrated modules that provide competitive advantage to produce better and easier ways of doing business. Call center monitoring Customer care and technical support Open source BI reporting ( - nearly 200 reports that include financial, marketing, sales and hardware stats,and standard templates for daily paperwork Supporting modules (phone CDR analyzer, VOD CDR analyzer, EPG crawler, etc ) Online payment processing module (via payment terminals and card processing) Asterisk PBX customization for customer voice self service Address and Network topology management WEB portal for customer self care. Copyright 2014 IUnetworks LLC Page 5