HOW TO COMPLETE A POST PAID ORDER ON...

HOW TO COMPLETE A POST PAID ORDER ON

CRM

2014/11/06

1

Business Rules

• No products will be sold to applicants under the age 18 years old • Only the original bar coded RSA ID or Temporary RSA ID document will be

accepted, no other documents with the exception of instances in the 2 points below, will be accepted as proof of identification

• Driver’s licenses will not be accepted. A temporary ID certificate, with

supporting affidavit only, will be accepted where a customer is waiting for the replacement of an original document, as a result of the original ID being lost / stolen

• Passports will be accepted for foreigners – in such instances the credit vetting

process will be done manually by the Credit Management team. The RSA passport shall not be allowed. No telephonic applications will be accepted

• Any statement that the applicant receives at their residential address can be used

to RICA. E.g.: Bank statement, Telkom statement, Edgars Statement, Utility bills, etc., and should not be more than 3 months old

• Telkom only accept original payslips from Employment Company.

Business Rules cont’

• The payslip must not be older than 2 months; alternatively we shall accept recent 3 months bank statement indicating the applicants’ salary deposit information, if only the last 2 months’ payslip can be provided

• If overtime, commission and leave pay is reflected; the average income must be reflected on the applicant’s payslips or bank statements. The payslip and bank account details must correspond – in other words amount indicated on payslip must reflect on the bank statements

• Customers need a minimum of R4,500.00 Gross income per month for post-paid

service • If an applicant is paid on a weekly basis – Telkom shall require a complete

months’ payslip for the same month • Telkom does not accept a cancelled cheque. Telkom will accept 3 months bank

statement; only original statements on the relevant banks’ letterhead and stamp will be allowed (Internet statement not applicable)

Business Rules cont’

• If the bank account is in a third party’s name, then a bank statement and authorization letter

accompanied by the original RSA identity document is required. The 3rd party individual will also have to be present to sign the debit order declaration portion on the application form

• If applicant has changed banks less than 3 months’ prior to the application and thus not able

to provide 3 months’ bank statement. The applicant will be allowed to provide bank statements from previous bank

• Should an applicant have no previous bank details/statements (i.e.: first time employee);

Telkom will accept an employment letter/payslip, and based on the credit rating score a deposit may be required

• The minimum gross/basic income of R4, 500 pm will apply • Second line requirements = Minimum gross/basic income of R7, 500 pm in all regions • Third Line requirements = Minimum gross/basic income of R12, 000 pm in all regions • Fourth Line and more requirements = Minimum gross/basic income of R16, 500 pm in all

regions

Enter Login Name , Password then

click Login

Click Create , then Customer

Fill in all the Mandatory fields

Fill in all the Mandatory fields then

click Save and Close Window

Click Actions , Ordering ,

then click Provide

Search customer, then click Start

Order at the bottom

Select the product then click next at

the bottom

Click next

Click next

Tick Rica Compliant,

Documentation and all the

mandatory fields

Click next

Click Close

Click next

Fill in the banking details

Note to change Direct Debit

Due date if customer want

different date, Scroll down to

click next

Note this message , then click

Ok to be able to click on the

Lookup

Click Lookup , note the green tick

once clicked on the Lookup

Click next

Fill in all the Mandatory

Credit Vetting fields , then

scroll down to create the

contact

Click create button

Fill in all the Mandatory ,

then click Save button

Click create lookup

button to create

customer Address

Click create button

Fill in all the Mandatory ,

then click Save button

Click Save button

Click Submit button

Click CV Case

Note on the Recommended

Decision- Its Referral

Take note of Case ID and

Status

2014/11/06

30

Follow-up with Back office process.

CBO accept / decline the CV referral

On accept, continue to do a provide. On decline there is no order to cancel.

Click Search, Support then Cases

Type in Case number then

click Search Now

Click on the customer

Status changed to Close

Under History tab check if

Summary is on approved

or declined, in this example

the order is approved , then

resume the order

Click Search, Ordering then

Orders

Type in the order number then

click Search Now button

Note Resume Negotiation button is in active until you click

the check box next to Provide (Contract 1)

Tick this check box to activate the

Resume Negotiation button at the

bottom

Click the Resume Negotiation button

Click Submit Order button

Note: This will be the last step for

this process, then an Agent can

click Search to check if the order is

completed

THANK YOU!

2014/11/06

41