Customer Management process. Rise customer experience with R6 CRM, Customer Self Management and Case Management. R6 Functional Overview

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1 R6 Functional Overview products customers orders billing finance Customer Management process Rise customer experience with R6 CRM, Customer Self Management and Case Management

2 Table of Contents 1. Infonova Customer Management R6 Customer Relationship Management (CRM) Account Hierarchy Functionality R6 Case Management Product and Service Inventory R6 Customer Self Management (CSM)... 8 R6 Customer Management 2

3 1. Infonova Customer Management Building up a relationship with customers is key for all businesses, regardless of size or industry. Especially for Service Providers it s one of the most important things to manage this relationship, collect the right customer information and organize that information for proper analysis and actions. R6 Customer Management covers the acquisition, enhancement and retention of a relationship with a customer. It includes customer service and support across all touchpoints between customer and enterprise to enable cross-selling, up-selling and direct marketing. It also includes the collection of customer information, and to identify opportunities to increase the value of the customer to the enterprise. Retail as well as wholesale relationships are covered by R6 Customer Management R6 Customer Management comprises: Customer Relationship Management Customer Case Management Product & Service Inventory Management As the Internet is a proven vehicle for turning a company's administrative back-office cost into the customer's valued front office Customer Self-management get more and more important. Self-management gives customers convenience, control, and flexibility in handling their relationships with a company, and the company can immediately move overhead into variable costs. That s why R6 also provides customer self-management capabilities by exposing functionality available in WebAC to an external Self-management or the R6 Customer Self-management portal. R6 Customer Management 3

4 1.1 R6 Customer Relationship Management (CRM) It is crucial to an operator s success to have steady access to updated customer data and account information because customer data are the enterprise's knowledge of the customer, their accounts, and those services to which they subscribe. They also contain customer/provider/operator agreements (T&C's) and SLA commitments. CRM applies to both conventional retail customer interactions, as well as to wholesale interactions, such as when an enterprise is selling to another enterprise that is acting as the retailer. Therefore the capabilities to support customer data and account hierarchies and the assignment of each single customer to products are key parameters and consequently a key capability within R6 Customer Relationship Management. Customer Relationship Management offers a 360 degree customer view of all the customer information and is responsible for the creation and maintenance of customer accounts and assigns products to a specific customer. CRM also verifies and stores customer related data including customized offers, their features, services and charges and provides this data to its users. In more detail, it: maintains billing account state and information opens and closes billing accounts tracks the history of Customer Relationship Management changes maintains service account state (customized offer e.g. product name X 29$) and information maintains personal information about the customer helps maintaining address information (together with Address Management) maintains customer alias, password and security question for Customer Self Management (CSM) maintains the customer default communication method maintains customer barring information maintains authorized parties for accounts receives credit information from Accounts Receivable handles prepaid balances, voucher usages and online call history displays and manages payment and invoice history R6 Customer Management 4

5 Figure 1 - Maintain current customer contact Account Hierarchy Functionality As SMB and Enterprise customers are always changing and evolving (business divisions are re-structured or employees are assigned to other departments) Infonova R6 CRM provides a very user friendly, easy to maintain account hierarchy that reflects and supports almost any kind of relationship. Changes of how charges are billed and who pays the bill can be made with a well arranged graphical user interface. The R6 Account Hierarchies functionality allows to group multiple accounts together to reflect an organisation's internal structure. Whether for a family with only a few accounts or for a small business with 20 or more, account hierarchies provide a way for defining relationships between accounts and serve as a basis for interactions between those accounts. R6 Customer Management 5

6 Figure 2 R6 Account Hierarchy Within the account hierarchy, any charges accumulated by a billing account can be transferred to any other billing account. A wide range of account billing options can be supported. Invoice line items (product charges at account levels) can be assigned to any other account within the hierarchy and not just to its direct parent account. 1.2 R6 Case Management R6 Case Management covers interactions with customers including enquiries, support requests, and complaints. Tickets can be created by customers via the R6 Customer Selfmanagement system or CSRs on request of customers. Additional data, such as one of the predefined categories, a priority, or a due date can be added to tickets. New tickets are assigned to certain groups of CSRs (based on their category) for processing. The tickets are then processed by CSRs of the corresponding group and closed when they have been resolved. Tickets always refer to one particular customer, are classified by ticket group and have a unique reference number in the system. Enquiries are customer questions or issues which cannot be solved immediately and require further investigation and action (e.g., modem is not working or complaints). Enquiries are searchable and have different priorities. R6 Customer Management 6

7 Via the Find an Enquiry screen the WebAC CSR can search, take on, change, withdraw, or complete an enquiry. The Ticket Management systems offers various search criteria like e.g. the enquiry reference, type, priority, status, assigned to, or created by. This enables fast reaction time, and easy enquiry handling. Figure 3: Infonova Ticket Management functionality R6 Case Management is used to control and manipulate tickets. It includes operations such as creating and updating tickets, searching for tickets, assigning and un-assigning tickets to CSRs, and closing tickets. 1.3 Product and Service Inventory R6 Product and Service Inventory offers a consolidated customer inventory comprising of the instances of next-generation services. A concurrent view of the physical, logical, and service inventory characteristics required to deliver customer services is maintained. Customer facing service (CFS) instances, and their attributes are maintained as part of the service account. Product and Service Inventory enables the purchase and configuration of customized product offers by or on behalf of the customer, based on the product catalog offer definition maintains an inventory of the customer's customized offers, service accounts & services triggers the order process for the purchase and subsequent modification of customized offers and services handles bulk product and service inventory operations When a customer is created in R6, it is allocated a customer (billing) account with its own unique (billing) account number. A legacy account number can be tracked for the customer as a reference if the customer was migrated from another billing system. The product and service inventory is associated with the customer's account. The customer product offer inventory is responsible for maintaining the association between customers and purchased product offering instances, created as a result of the Order Handling processes. R6 Customer Management 7

8 1.4 R6 Customer Self Management (CSM) The R6 Customer Self-management functionality allows customers to manage their accounts, view their online invoices and order new products. R6 CSM also enables customers to display account and service details. The module gives the opportunity to change products, personal data, configure accounts, manage web space, change the passwords for mailboxes or access personal and broadcast information directly. Related to the assurance area, customers optionally can enter Trouble Tickets via Infonova R6 CSM. Detailed functionalities are as follows: Order Entry - Customers can buy a product offer and configure/enter all data needed for provisioning Messages - Customer can view messages that can be automatically or manually generated by you Enquiries - Customer can raise an enquiry which shows up in WebAC and check its status Invoice Presentment - Customer can view his invoices as well as has unbilled usage on detailed level Payments - Customer can pay bill(s) and change his payment method Service Management - Customer can view basic service/product offer related data including service features Profile - Customer can view their current details e.g. address, phone number Order Status - Customer can view the status of their order Analysis Usage - Customer can see how a breakdown of their usages before they have been invoiced The access to the customer self management functionality is only allowed to authorized persons and to the subscriber himself with his username and password. Via role based rules the module can be configured to allow or limit the customer management actions that authorized users can perform. Where possible, all standard functionality available to CSRs is also be available for customers, except where there is a commercial conflict (e.g. credit adjustments) or client expertise is required to perform the operation. Subscribers have the option to change certain settings in the personal user profile by themselves. This enables Service Providers to outsource certain CSR activities and thereby reduce costs and increase profitability across the organization. Generally it has been found that enabling the customer to have self empowerment optimizes the customer experience at the same time as maximizing the efficiency of business operations. With the easy to use flexible self service platform, a Service Provider can increase their online sales dramatically. As customers can change products, order products or prolong their accounts on a 7*24*365 basis, sales opportunities have no time limit. Additionally customers can view reporting statistics like their download volume or call statistics whenever and wherever they want. R6 Customer Management 8

9 Infonova R6 Customer Self Management offers enhanced feature control; it is fully webbased and driven by a backend content management system. To fit any desired look and feel, it can be customized via CSS formatting. Figure 4: Infonova s Customer Self Management Portal Access to information 24 hours a day, 7 days a week gives customers a holistic self management experience. They can buy a product offer and configure or enter all data needed for provisioning whenever they want. This also includes a status check of their order and the option to change customer information like address or phone number. Invoices as well as unbilled usage can be viewed on a detailed level and a breakdown of usages can be requested before invoicing. Additionally Infonova R6 CSM enables customers to pay their bill(s) and change their payment methods (dependent on the rules applied to the offer). Customers can place orders, change customer details or choose payment methods by themselves via a web interface. Infonova R6 CSM enables service provider to remove large customer service overheads while providing a more satisfying experience to its customers. Via R6 CSM customers have the chance to interact with CSRs. They can open a ticket with special requests and check the status of their ticket. R6 Customer Management 9

10 Truly Transformational Solutions Infonova was founded in 1989 and delivers highly automated IT solutions for Telco, Media & Convergent as well as Utility companies. Infonova s BSS solutions have been implemented for incumbent, attacker and cable operators supporting triple & quadruple play service portfolios. Encapsulating decades of knowledge, Infonova s latest BSS product, Release 6 is a fully J2EE concept to cash platform that supports real multi-tenant concept to cash operations for fully convergent and complex business models. To learn more, visit our Web site at Contact For more information on Infonova lead to high performance, contact R6 Customer Management 10

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