ECONZ Wireless

2

Support Process

• Technical Support

o 1st line Support: 1940

o 2nd line Support: Econz Wireless (customersupport@econz.com)

o AM/PAM/BP: Advise customer to call 1940

• Commercial Support

o Sales queries Indirect: PAM, Business Partner, 1960, 1940

Direct: Account Manager

o Billing queries Indirect: PAM, Business Partner, 1960, 1940

Direct: Account Manager

3

Technical Support 1940

• Call centre receives call from Customer (IT Administrator, not end

user)

• If end user calls;

– Perform normal GSM Support (Account check, connectivity etc.) and inform the user

that for App support they must contact their IT admin.

• 1940 agents authorises the caller

• 1940 agent creates an SR in Siebel SRM (normal process) and a

SR# is generated

– Complete first line check using smart scripts

o End-user problem (normal GSM support – Connectivity/device etc.)

o IT administrator problem (Econz smart scripts – portal password etc.)

4

Technical Support 1940

• If there is resolution, call will be closed.

• If there is no resolution,

– End-user calling – advise user to contact company IT administrator

– IT Administrator - call will be forwarded to Econz Support using email eBonding via

Siebel SRM (customersupport@econz.com)

– Econz will contact the customer within an hour and also send an acknowledgement

back to Vodacom by replying to the SRM email (within 15 min).

– When Econz reply to the email, the email will be stored in Siebel and can be viewed

under the “activities” tab.

o Econz to provide 30min updates

o A call centre agent can view updates, against the SR

– 1940 can contact Econz directly (Escalation matrix to be provided by Econz) or

escalate to EM if SLA is breached

5

Siebel SRM email eBonding

This is a functionality within Siebel, an email will be automatically created and forwarded to Econz. When Econz reply on the email, the email will be stored in Siebel and can be viewed under the “activities” tab

6

Commercial Support Sales and Billing queries

o Sales queries Indirect:

PAM: Follow up with Econz representative either telephonically or via email

BP: Follow up with Econz representative either telephonically or via email

1960: Follow up with Econz representative either telephonically or via email

Escalate to EM

Direct:

Account Manager: Follow up with Econz representative either telephonically or via email

Escalate to EM

o Billing queries Indirect:

PAM, Business Partner: Commercial Finance

1960 : Forward to 1940 (Siebel SRM)

1940 – Resolve or Escalate to Commercial Finance

Direct: Account Manager: Commercial Finance

7

Billing Support1940

• The call centre agent checks the bill on M2

• If there’s a discrepancy, the agent escalates to Commercial Finance/VB Billing by creating an SR on Siebel

• Commercial Finance checks the customer invoice

• If there’s a discrepancy they query this with ECONZ

8

Upgrades & Cancellation

• 1940: Upgrades (Forward Call to 1960) and Cancellation (VB cancellation)

• 1960: Upgrades (Sales Process) and Cancellation – (VB cancellation)

• AM/PAM/BP: Send email to EM & Econz Wireless

• Cancellation:

– VB Cancellations receive a cancellation order from 1940/PAM/AM/BP (via Siebel SRM/email)

– VB Cancellations create a cancellation order in Siebel and submits to MSPI

– MSPI will send an email notification to inform Econz of the cancellation request.

– Econz will login to SDP, verify the details and contacts customer to schedule date and time for

decommissioning

– Econz Wireless will close the order on SDP once the decommissioning is successful.

– Client will then have opportunity to use solution for last thirty days. This will mean pulling any and all reports

the client requires. Econz Wireless will assist.

– After thirty days client site will be suspended and Econz Wireless will also assist the client in complete

removal of the application off the mobile devices.

– Econz Wireless will also remove client details from the billing file.

Thank you