Ai.CRM. Extending SAP Consume-to-Cash Functionalities Product Overview

Transcription

1 Ai.CRM Extending SAP Consume-to-Cash Functionalities Product Overview

2 3. Ai.CRM Modules Ai.PI 2. Ai.CRM Framework and Engines 1. SAP Consume-to-Cash Ai.CLF ORACLE SAP CC Marketing simulation SAP CC Rating & charging Balance Management SAP CI Billing & Invoicing SAP RMCA Payments & Collections API (XML/Java, BAPI, Web services, ) Customer Information Management Order Management Ticketing Workflow Management Product Management Business Sales 4. Verso Professional Services IP Contact Center Voucher Management Voice Platform Mobile Voice Platform ISP Platform Roaming: TAP, RAP, HUR, NRT, USSD, CAMEL ERP other enablers POS (cash) Banks, Partners

3 Technical architecture Web 2.0 clients connect to a web server via http/https Local Oracle database and database link to SAP CC Direct or staged API commands via database interface Modules Business Sales SLA Management Campaign Management SAP Billing Provisioning GUI Customer Information Workflow Management Framework Ticketing Product Management Order Management Ai.PI SAP RM-CA & CFM Back-End SAP CI HTTP / Ajax Web Server Apache PHP Oracle OC4J App Server Connection Polling SAP CC Web Browser Dojo Toolkit Comet Web Services Ai.CRM DB OCI Database link (read-only) Rating DB

4 SAP Consume-to-Casch Objects Business Partner basic customer information private or business supports hierarchy additional fields Contract Account issuing of invoices payments additional fields Account provider: prepaid or postpaid where transactions are charged Subscription Charge offer: prepaid or postpaid additional fields rating of transactions one time charges reoccurring charges parameters and counters used for calculation transaction generated is related to account

5 Ai.CRM objects Customer payment responsibility type: private or business customer group: private, business, key account, test account, employee segment: bronze, silver, gold Contract Invoicing address paid type: prepaid, postpaid, free-paid payment type: invoice, direct debit, credit card Subscription type: product offered to customer tariff: variation of product primary subscription identifier (username, phone number) Service service identifier (username, phone number, ip address) Promotion free minutes invoice discounts

6 Customer data model

7 Front-end GUI components

8 Agent authentication Ai.CRM Base Integration with Active directory (single sign-on) Standalone authentication Agent and customer context dependent menus Knowledge library menus (agent dependent) Application menus (customer and agent dependent) Bulletin board with alert notification (agent dependent) Customer information and history Tickets Search and display (agent dependent) Ticket entry (customer and agent dependent) Ticket history, display and reporting Order Management

9 Ai.CRM Modules Product Management Billing, Collection and Accounting Provisioning GUI Activation of new customer, printing of contract, services, promotions Changes history Invoice preview Workflow Management Automated ticket operations Handle ticket state transition: open, close, locked Handle ticket queue transition (executes actions) Fraud Detection On-line real-time alarms (thresholds, black lists) Off-line periodic alarms (illegal gateway, call pattern) Dunning Management Business Sales Pipeline InterConnection Billing Mediation SLA Management

10 Ai.CRM Base

11 Agent authentication Member of departments and user groups Departments are used for business process related permissions (e.g. tickets, workflow) User groups are used for application related restrictions (e.g. applications, menus, bulletin board permissions) Authenticating user, Active Directory

12 Knowledge library and application menus Dependent of agent department membership, Not related to currently selected customer Knowledge library entry can be: Internal HTML formatted text, edited within client Internal uploaded document (supported by browser, Word, Excel,...) External URL, open in application window Full text search

13 Knowledge library menus - customizable

14 Application menus Actions related to currently selected customer Application opens in client s main window

15 Bulletin board Agent user group dependant Visual and sound notification for: new bulletin board entry new or changed entry in knowledge menu new ticket in queue

16 Customer information search and list Fields displayed dependant of group and department Search on highdeal and local attributes Indexed in local system Customer structure stored locally

17 Customer information list and hierarchy Displayed as list or hierarchical customer structure Fields and nodes can be configured If a single customer is found, the list is not displayed by default

18 Customer information display Displays only fields visible by agent s department Fields can be accessed on external systems Displays information stored in Highdeal billing system Configured according to customer preferences Integration with call center (open calling customer info) selected identifier

19 Customer information call center integration Automatic opening of customer information on incoming call Call center initiated incoming call notification push customer information to agent's workstation In case of workstation based soft phone, incoming call notification is originating from agent's workstation pull customer information from server

20 Ticketing Code: customer defined structure, e.g: see right Type: customer defined, based on business processes, e.g.: Information, Trouble ticket, incident, Promotion, Action Queues: customer defined, based on business processes, e.g.: 1st level support, 2nd level support, 3rd level tech support Status: open, locked, closed, canceled, accepted User and Groups, Permissions, Skills, Skillsets

21 Ticketing entry Selection depends on agent s department and group Automatically associated with selected customer

22 Ticketing history Ticket visibility depends on agent s department

23 Ticket detail display Displays details and queue/state history for a selected ticket

24 Ticket reporting definition Reporting aggregation for selected tickets and types

25 Ticket reporting results

26 Global phonebook Locally maintained indexed information about active phone numbers isolation of Highdeal in case of DOS attack redundancy in case of Highdeal downtime Periodic re-export and re-index procedure. Respects "secret number" functionality. Search methods: Application within GUI XML-RPC web service interface HTTP GET request with CSV response Oracle function returning a record set Possible to integrate with Netcentrex VoiceXML platform for Interactive Voice Response call completion.

27 Ai.CRM Modules

28 Provisioning GUI data entry Allows single all-in-one form entry of new customer, lines, tariffs and services Dynamic list of rate plans, services and promotions On-line credit check and promotion eligibility check

29 Provisioning GUI print out Print-out form, automatically filled with customer data Versioning of different form releases Possible integration with document management

30 Provisioning GUI resources Handles multiple resource types: usernames, phone numbers, MSISDNs, SIM card numbers, IP addresses Resource ranges defined for subscription and service types Resource check, reservation and usage per agent user groups

31 Provisioning GUI suspensions/reactivations

32 Provisioning GUI discounts and corrections

33 Provisioning GUI reporting

34 Provisioning GUI configuration

35 Workflow Management Events are generated by automatic import applications, or by agent on user interface. Received event can cause: new ticket to be created (e.g. new activation request) existing ticket to change state (e.g. close) existing ticket to change queue (e.g. go to 2 nd level) escalation (e.g. timer based - more that 2 days in certain queue) Change of ticket queue or state can cause action to be executed. There are built-in actions (send mail, insert new ticket,...) and custom actions. Custom actions can be: Oracle stored procedures External HTTP web services

36 Workflow Management - GUI Drag-and-drop easy to use interface Full configuration and customization of workflow

37 Workflow activation example

38 Workflow activation example Timestamp State Queue Description :23:54 new ticket: Administration Activation CPS :23:54 Open New activation IN Default route for this ticket is "go to queue New activation IN" :23:54 Open Wait fax IN Route for CPS is "to queue Wait fax IN" :03:02 Locked Fax received :03:02 Open Activation pending Received fax document was indexed and attached to this ticket Ticket was routed to this queue, action for activation of this request was started :03:10 Locked Party act. in progress Commands send to billing system :04:12 Open Party activation done Party created :04:12 Locked Subs. act. in progress Commands send to billing system :04:32 Open Subs. act. ERROR Error, during activation. Queue monitored by back office agents :44:02 Locked Subs. act. handling Agent manually solves error :51:30 Closed Subs. activation done Subscription created, action to close ticket, and insert new welcome letter ticket :51:30 new ticket: Administration Welcome letter CPS :51:30 Open WL print pending Default route is "go to queue WL print pending" :00:00 Locked WL print in progress :02:25 Open WL print done :30:40 Closed WL sent Agent manually pack welcome letter and closes ticket

39 Business Sales Sales leads Manual entry of new sales lead Import list of business subjects Ownership defines owner and substitute Change of status lead opportunity won new customer Business customer contacts decision makers Activities Meetings and contacts Offer management Multiple pipelines per customer for each product group (telephony, internet,...) Estimated revenue and close date

40 Lead management Activity management Business Sales

41 Business Sales Tender document management Offer management Investment management Offer and investment approvements

42 Business Sales - Reports Leads, activities and offers reports

43 Business Sales - Administration Products and discounts administration Ownership and approvement rules

44 Questions? THANK YOU FOR YOUR ATTENTION!

45 Altima d.o.o. Froudeova 5, HR Zagreb, Croatia T , F [email protected]