liberate boot camp miami may 2014 13-24 may. customer management l iberate 2liberate boot camp|...
TRANSCRIPT
Customer Management – who, what and why?
4
NEW A
DDRESS
NEW PHONE N
o.
UPGRADE
SERVICE
NEW TARIF
F
DIFFERENT
BILL D
ATE
NEW SIM
CARD
NEW H
ANDSET
NEW C
ONTACT
DETAILS
TRANSFER
SERVICE SUSPEND
SERVICE
NEW C
ONTRACT
REMOVE
PRODUCT
Liberate Boot Camp| 14-23 May
5 Liberate Boot Camp| 14-23 May
Customer Management
e.g. 19000013—0000
Customer is given an 8-digit number, with the first 2 digits indicating the year when the Customer was created
Top Level Account is a 12-digit number : Customer Number + 0000
Service (=Primary Product) is provisioned under an Account
Secondary Products are provisioned under a Service
e.g. 19000013
e.g. ADSL 8GB
e.g. modem
Sub-Account can be Level 1 (e.g. 0200) or Level 2 (e.g. 0201)
e.g. 19000013—0200
Customer Management – Customer and Account Level
6
• Customer Level:
• “Customer Details” are accessed from the Dashboard• What can be amended:
• Address, Name, ID, Contact..• Clone Customer
• Account Level:
• “Accounts Details” are accessed from the Dashboard• What can be amended:
• Address, Name, ID, Contact….• Add / Clone Sub-Account• Close Account• Day of Billing, Billing Account, Direct Debit, Pricing Plans, Deposits• ROS / WOS (Restoration of Service / Withdrawal of Service)• Properties
Liberate Boot Camp| 14-23 May
Customer Management – Service Level
7
Service level amendments done through Service Orders are divided into four types:
• Provide (Provide Secondary Product)• Cease (Cease Product, Cease Service)
• Alter:• ARN – Alter Renter (= Transfer Service)
• ASN – Alter Service Number
• ALP – Alter Line (Primary) Product
• APR – Alter (Secondary) Product
• ACH – Alter Cellular Handset
• ASC – Alter SIM Card
• APP – Alter Pricing Plan
• ADP – Alter DEL to PBX
• APD – Alter PBX to DEL
• Other:• CFR / PAR – Cease for Removal / Provide After Removal (House Move)
• CES / CFS / PES (Cease For Stop / Cease For Stop & Removal / Provide From Stop)
• TOS / ROS (Temporary Withdrawal of Service / Restoration Of Service)
• DES / RES (Disconnect For Safekeeping / Reconnect From Safekeeping)
Liberate Boot Camp| 14-23 May
Service Provision on Liberate – Flow Configuration
Liberate Boot Camp| 14-23 May8
Site “Miami” High priority sequence
Low priority sequence
Cease sequence
Res Sales 0 0 0
Bus Sales 0 0 0
Credit Control
10 10 N/A
Installation 10 20 10
Exchange 10 30 10
Accounts 20 40 20
Directory Entry
30 50 30
DE
PA
RT
ME
NT
S
DEPARTMENT SEQUENCE
Customer Management – Service Level
9
Service level amendments that do not need a Service Order include maintenance of the following data and information:
• Address, Call Monitoring Details etc. (using Amend Service Details process)• Installation Updates (MAC Address, Installation Address etc.)• Product Fields• Contract• Price Variations and Fixed Rentals• Pricing Plan • Service Charges• Adjustments• Direct Debit• Properties• Routing (Line Plant)• Payments • Adjustments • Service Charges• Queries• Faults
Liberate Boot Camp| 14-23 May
• Customer changes can be required at various levels:
• Customer• Account• Service• Product
• Some changes require a Service Order – other do not, but most are audited.
• Alter and Cease Service Orders all require a Command Profile (for a specific Command), in the same way Provision Service Orders do.
• Some changes require a specific user privilege (e.g. Price Variation or Pricing Plan) but in most cases user access is controlled by Liberate menus.
Customer Management
10 Liberate Boot Camp| 14-23 May