Ai.CRM Extending SAP Consume-to-Cash Functionalities Product Overview
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
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
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
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
Customer data model
Front-end GUI components
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
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
Ai.CRM Base
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
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
Knowledge library menus - customizable
Application menus Actions related to currently selected customer Application opens in client s main window
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
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
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
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
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
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
Ticketing entry Selection depends on agent s department and group Automatically associated with selected customer
Ticketing history Ticket visibility depends on agent s department
Ticket detail display Displays details and queue/state history for a selected ticket
Ticket reporting definition Reporting aggregation for selected tickets and types
Ticket reporting results
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.
Ai.CRM Modules
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
Provisioning GUI print out Print-out form, automatically filled with customer data Versioning of different form releases Possible integration with document management
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
Provisioning GUI suspensions/reactivations
Provisioning GUI discounts and corrections
Provisioning GUI reporting
Provisioning GUI configuration
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
Workflow Management - GUI Drag-and-drop easy to use interface Full configuration and customization of workflow
Workflow activation example
Workflow activation example Timestamp State Queue Description 14.12.2008 10:23:54 new ticket: Administration Activation CPS 14.12.2008 10:23:54 Open New activation IN Default route for this ticket is "go to queue New activation IN" 14.12.2008 10:23:54 Open Wait fax IN Route for CPS is "to queue Wait fax IN" 14.12.2008 12:03:02 Locked Fax received 14.12.2008 12:03:02 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 14.12.2008 12:03:10 Locked Party act. in progress Commands send to billing system 14.12.2008 12:04:12 Open Party activation done Party created 14.12.2008 12:04:12 Locked Subs. act. in progress Commands send to billing system 14.12.2008 12:04:32 Open Subs. act. ERROR Error, during activation. Queue monitored by back office agents 14.12.2008 14:44:02 Locked Subs. act. handling Agent manually solves error 14.12.2008 14:51:30 Closed Subs. activation done Subscription created, action to close ticket, and insert new welcome letter ticket 14.12.2008 14:51:30 new ticket: Administration Welcome letter CPS 14.12.2008 14:51:30 Open WL print pending Default route is "go to queue WL print pending" 15.12.2008 06:00:00 Locked WL print in progress 15.12.2008 06:02:25 Open WL print done 15.12.2008 14:30:40 Closed WL sent Agent manually pack welcome letter and closes ticket
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
Lead management Activity management Business Sales
Business Sales Tender document management Offer management Investment management Offer and investment approvements
Business Sales - Reports Leads, activities and offers reports
Business Sales - Administration Products and discounts administration Ownership and approvement rules
Questions? krunoslav.pisacic@verso.hr THANK YOU FOR YOUR ATTENTION!
Altima d.o.o. Froudeova 5, HR-10000 Zagreb, Croatia T +385 1 6408 000, F +385 1 6408 001 www.altima.hr, info@altima.hr