CRM.COM Billing

Features and supported processes in relation to the CRM.COM

Subscription Management and Billing for billing operators

Proprietary Notice. The information contained in this document is proprietary and confidential. No portion of

this document may be copied, or transmitted in any way, to any third party without the written approval of

CRM.COM. CRM.COM Software is the registered trademark of CRM.COM Ltd and CRM.COM Software Ltd.

1 CRM.COM Billing

Table of Contents 1. Introduction & Executive Summary .................................................................................. 2

2. Five reasons for selecting CRM.COM for your SMS needs are: ........................................ 3

3. CRM.COM Billing Software ............................................................................................... 4

3.1. CRM.COM Technology: Simple yet powerful .................................................. 4

3.1.1. Easy and quick to configure............................................................................. 4

3.1.2. Easy to use ....................................................................................................... 5

3.2. Designed for extended access ......................................................................... 5

3.3. Technology and Tools ...................................................................................... 7

3.4. Supported Processes ....................................................................................... 8

3.4.1. Product definition............................................................................................ 8

3.4.2. Subscriptions ................................................................................................... 9

3.4.3. Provisioning ................................................................................................... 10

3.4.4. Billing ............................................................................................................. 11

3.4.5. Communication Centre and Call Centre automation with connectivity to the

telephone switch ................................................................................................................. 12

3.4.6. Free trials, offers and staff commissions ...................................................... 13

3.4.7. Inventory management and Installed Items ................................................. 14

3.4.8. Installation and service management ........................................................... 15

3.4.9. Leads .............................................................................................................. 16

3.4.10. Segmentation and Notifications .................................................................... 16

3.4.11. Reports and Dashboards ............................................................................... 17

4. CRM.COM Modules ........................................................................................................ 19

5. Project Implementation .................................................................................................. 25

5.1. CRM.COM project management approach ................................................... 25

5.2. Fast Implementation- project milestones ..................................................... 25

5.3. 2 phase Implementation - project milestones .............................................. 25

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1. Introduction & Executive Summary

The purpose of this document is to describe the software features and supported processes in relation to the CRM.COM subscription management and billing solutions. CRM.COM has a strong track record and a multi-year experience in developing and implementing on-demand and on-premise subscription based billing and real-time reward solutions. CRM.COM is a fully web based, highly configurable, packaged Billing and Reward

solution and enables clients to bill from a few thousand to millions of customers

while at the same time reward their customers, staff and channels for their loyalty

and performance. It is easily integrated to multiple provisioning hosts such as IP

Telephony platforms, broadband routers, OTT, DTH and DTT Conditional Access (CA)

systems. In addition, design-wise it is multilingual and it easily handles multiple

languages. The software is very packaged and configurable, which means it can be

implemented fast and can be modified easily.

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2. Five reasons for selecting CRM.COM for your

SMS needs are:

1. CRM.COM is extremely functional and feature-rich. The easily and highly configurable packaged Billing and Reward solution is available either on demand, on premise or as a hybrid hosted model. Can be live in months rather than years and maintained and enhanced by your team. For example, your team will be able to easily amend and introduce offers and promotions. This results in a low Total Cost of Ownership (TCO).

2. CRM.COM’s elegant and powerful design enables our customers to introduce innovative recurring billing products and improve customer loyalty and retention. Our software pivots around 3 main models: Billing, Rewards and Collaboration. Use Billing to introduce recurring billing across any bill and payment model. Use Rewards to analyse and segment your customers while providing them with offers and conditional cashback. Collaborate with your partners and channels to bill and reward your customers.

3. Customer Relationship Management (CRM) functionality that helps you acquire subscribers and decrease churn. This includes easy-to-use tools such as contact management, dynamic segmentation (categorisation), campaign management (email, letter, SMS), Call Centre / IVR integration, sales automation (for wholesale sales), customer care and resource management.

4. CRM.COM is built on modern technology and provides easy connectivity to other systems (IVRs, websites, etc). CRM.COM software is designed, built and tested for high volume, high scalability and mission critical environments. The whole CRM.COM platform is available in a fully documented API, allowing certified CRM.COM partners to extend and customize the software to suit custom client processed or new billing and reward models.

5. As a company we have a culture of simplicity and speed. We keep business requirements and the resulting software simple, yet powerful. We aim to have our users being able to use our software simply by accessing our wiki manual. And we have a no-fuss, deliver-as-promised approach.

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3. CRM.COM Billing Software

3.1. CRM.COM Technology: Simple yet

powerful

CRM.COM is a strong supporter of Java EE and Linux but also of Microsoft

technologies. We believe that allowing the customer to have choice reduces the

total cost of ownership. CRM.COM has entered into a strategic agreement with IBM

to have IBM WebSphere as our primary development platform and we are an

Advanced member of IBM PartnerWorld for Developers. Our software is easy to

learn and use, it can be accessed by anybody and anywhere, irrespective of what

client and browser they use and it is inherently collaborative, allowing a community

of organisations to share data and processes whilst maintaining their independence.

The sections below outline the key strengths of CRM.COM:

3.1.1. Easy and quick to configure

CRM.COM is designed to allow you to be able to configure it and easily amend it to

reflect a fast changing business environment. All business processes can be easily

defined in our software by your key users without requiring programming knowledge

or experience. For example the screen below shows the ready-made subscription

processes for activation of settled subscriptions and deactivation of unsettled

subscriptions respectively.

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3.1.2. Easy to use

We went to great lengths to ensure that the software is powerful, yet easy to use.

For example we have dynamic summary screens that the user can search for data

and drill down to multiple levels for in-depth data viewing and understanding. For

example, the screen below shows the Subscriptions summary screen, where the user

drills down two levels to check what services the particular customer has subscribed

to.

3.2. Designed for extended access

CRM.COM is designed to be accessed by your extended business network, your own

staff, remote workers, freelance sales reps, 3rd party retailers and external service

companies.

You can easily define the level of data users can access. This functionality is provided

through the Users Management module which is used to create and manage the

users of CRM.COM by authenticating who can access the system and controlling the

areas that are allowed to be accessed. The screen below shows the different view of

the system for each organisational unit (e.g. Administrators >> Call Agents >>

Installers).

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In addition, key users can easily create different data entry screen versions for

different channels. The screen below shows the designer tool, where a key user has

the ability to create different page versions for partners and sales agents by editing

the custom layout page.

There are also special functions for different delivery channels. We provide

numerous web services to be utilised by the operator’s website designers to give

access to its subscribers to functions such as statement preview or promo offer

enabling. Additionally, the Communication Centre module can be integrated with

Computer Telephony Integration (CTI) systems, specially designed for Call Centre

staff.

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3.3. Technology and Tools

CRM.COM is designed for mission critical environments, for high volumes, large user

base and high availability with near zero downtime. CRM.COM uses multiple

application servers to achieve performance and availability.

CRM.COM is designed with enterprise class security and controls. The Network

Management module is used to organise your business into communities, groups

and units and define how they should collaborate between them. The Security

Management module is managing all the security aspects of the software, such as

access to features and data. The software even allows field level security, where key

fields can be blocked, hidden or flagged as mandatory for some or all users.

Additionally, an area where CRM.COM excels is in the number of tools it provides.

These tools allow the operator to be more efficient and productive in areas such as

reporting and data extraction. The following list outlines the main tools provided as

part of the standard software release:

The embedded Jasper Reports™ tool allows for easy definition of new

reports.

The scheduling of Reports allows for reports to be scheduled and sent by

email to users.

The Notifications allow for easy communication with customers for

financial or customer case aspects via SMS or email.

The embedded data extraction tool allows for the easy definition of

import and export templates.

The screen below shows the Import and Export tools via the Data Integration

module.

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3.4. Supported Processes

CRM.COM automates all the key processes of the billing operator. The following

sections cover and explain these processes.

3.4.1.Product definition

This is the area where the software excels in terms of flexibility and ease of use.

The definitions of business processes, promotions and price plans allow the operator

to define how its products should be structured and behave. Price lists allow

extensive and elaborate pricing strategies to be defined.

The screen below shows two different price plan definitions:

Products are a list of physical goods or services offered by the business. Various

products combined with various business rules and price plans allow the operator to

define innovative subscription packages such as “try before you buy” programs that

offer:

Choice of any of the packages of “Try before you buy”

Free period of 3 months and binding period of 24 months

Downgrade path dependent of type of hardware (Router, STB, Phone)

selected, no restrictions on entry level, no downgrade path for PVR STB

A summer home 2nd STB add-on

Unlimited free VOIP calls within the country

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3.4.2.Subscriptions

A Subscription represents the agreement between a subscriber and the company in

terms of which services and how these services will be provided to the subscriber.

Each subscriber has at least one subscription with multiple contractual terms such as

subscription dates, creation date, subscription number and unified number. A series

of key subscription processes are supported as defined below:

Process Description

Creating new subscribers through a single unified flow

Activating or deactivating subscriptions

Cancelling or regretting subscriptions

Setting subscriptions in resting period

Selectively providing grace periods to subscribers that are due for deactivation

Setting up or amending the subscriber's billing terms

Billing a subscriber or previewing the amount that the subscriber will be billed

Switching a subscription to a new account

Setting or changing the subscription location

Viewing the subscription history

Activate not effective subscriptions, which are settled, through a batch process

Deactivate effective subscriptions, which are unsettled, through a batch process

Activate subscriptions in resting, which are due for activation through a batch

process

Deactivate subscriptions in grace period which are due for deactivation, through a

batch process

Scheduled activation or renewal

Adding and removing services on subscriptions

Upgrading, downgrading or switching subscription services

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Starting and stopping subscription services

Adding subscription services usage

Adding or removing physical goods (installed items) on subscriptions

Swapping physical goods on subscriptions

3.4.3.Provisioning

CRM.COM has a built-in provisioning system, a module that allows the company to

intelligently route customer transactions to the appropriate provisioning host.

CRM.COM Provisioning is designed to be highly performing, secure and resilient and

can support connectivity to multiple host systems on the same instance. It is

developed using multi-threaded Java objects and can initiate multiple concurrent

host commands.

The following provisioning providers are supported by CRM.COM:

NDS T20 Provider

CONAX Contego 3.0 Web Services Provider

CONAX Contego 2.0 SMS - SAS Interface Provider

Provisioning requests are used to log the requests which were already sent to the

provider or are scheduled to be sent are awaiting to be processed. Provisioning

requests consist of the following:

CREATE_SUBSCRIBER

DELETE_SUBSCRIBER

CHANGE_SUBSCRIBER_DATA

AUTHORISE_SERVICE

CANCEL_SERVICE

CANCEL_PAIRING

SET_USER_PARAMETERS

SET_OR_CLEAR_REGION_BIT

SET_BOUQUETID

SEND_FINGERPRINT

SEND_BMAIL

SEND_OSD

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3.4.4.Billing

Billing is responsible to identify, rate and invoice all billable entities, which are all the

services that customers can subscribed to, but also all services which were delivered

as part of a job.

Billing is performed through Normal Billing runs, a billing mechanism which is used in

cases where customers start using the services that were subscribed to or delivered

to them, and by the end of their billing frequency period they are charged for those

services. Normal billing run can manage both pre – billed and post-billed services.

Pre Bill Services are services which should be billed in advance, before they have

been used, either period based or anniversary based. Post Bill Services are services

which should be billed after they have been used.

Normal billing run follows specific billing rules which are defined in normal billing run

definitions, considering also billing related rules and restrictions defined in billing

term schemes and billing term definitions. The core functionality of the mechanism

relies on identifying billable or creditable information which is then rated, resulting

to rated billing item records, which are later on billed in the form of financial

transactions and grouped within bills.

A series of key billing processes are supported as defined below:

Process Description

Setting up and using billing term schemes

Setting up and applying billing term definitions

Creating, amending and using billing terms

Setting up and applying normal billing run definitions

Billing billable entities, either by applying post billing or pre billing, through normal

billing runs

Managing bills

Managing rated billing items

Exporting bills

Managing subscription usage data records

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The billing run can either be initiated by a user-driven screen or can be scheduled to run on a

regular basis, i.e. daily.

3.4.5.Communication Centre and Call Centre

automation with connectivity to the telephone

switch

The agents have access to a number of tools to be able to provide in a fast and

informed manner customer service and support. The most important one is the

Communication Centre.

The Communication Centre is a dual role screen. It provides the user the ability to

have in a single consolidated screen a complete view of the subscriber in a series of

drill down screens and tabs and allows for quick communications to the

contact/customer such as call, email or letter. Plus it provides full connectivity to the

telephone switch for automatic recognition of the callers or automatic outbound

dialling.

The Communication Centre also allows for blended in-bound and out-bound

campaigns, allowing the Call Centre operator to “push” additional calls to the agents

during idle times.

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The screen below is a snapshot of the Communication Centre screen:

3.4.6.Free trials, offers and staff commissions

CRM.COM, through its Rewards module, offers one of the most sophisticated

mechanisms in the market to calculate and award bonus and commissions.

Multiple reward schemes can be defined, one for each different type of reward, for

example sales staff, external call centre staff, win back teams etc. Due to the

flexibility of the conditions and awards, the operator can define elaborate reward

schemes, for example, 10% discount on the 1st month subscription fee of a win back

sale for subscriptions of type churn or staff commissions for referrals.

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3.4.7.Inventory management and Installed Items

CRM.COM fully supports the inventory requirements of the operator. Inventory

Management is used to control the location and quantity of physical goods and track

their movements.

A series of key inventory management processes are supported as defined below:

Process Description

Set up multiple warehouses owned by different groups

Move stock in warehouses

Move stock out of warehouses

Move stock between warehouses

Create and keep track of installed items

An installed item can be moved between warehouses and finally to the “Installed

Location” of the subscriber. What is important to state is that sensitive items such as

smartcards can be traced by serial number from purchase all the way to the STB or

phone that is paired with.

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3.4.8.Installation and service management

CRM.COM provides the Customer Care module to help the operator manage the

installation and service processes.

Service Requests provide the logging of customer requests (also called tickets),

assigning them to internal resources and managing them until completion. The

Service Requests module tracks and automates the requests from customers for

customer after sales service such as information, technical problems, installations,

RFCs and incident reporting.

Installation jobs are carried out with “Jobs”, with either internal or external

resources. The Jobs module handles jobs and mini projects for customers, where

services, activities, parts, equipment, resources and expenses are delivered and

tracked in a coherent flow.

The screen below shows a Job for an installation at a customer location:

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Additionally, communications and activities related to the customer or the call

agents can be created through the Customer Care module as well as any applicable

SLAs.

3.4.9.Leads

The Leads module allows you to plan and automate your sales processes. It provides

functionality for creating and managing your company’s funnel of prospects. These

prospects are called “Leads” and they are basically an opportunity to do a sale

allowing your company to manage the resources required until a sale is made or lost.

This is useful and applicable in tracking wholesale and commercial prospects.

A series of key leads processes are supported as defined below:

Process Description

Create and maintain a lead for a new or existing contact

View the progress of a lead

Classify a lead based on its readiness, importance and contact perception

Follow up on a lead

Convert a lead into a customer

3.4.10. Segmentation and Notifications

Segmentation allows the easy creation of customer segments such as “VIP Customers”, “Regional Customers” or customers that have a particular spending habit, where customers are grouped or categorized based on common criteria, in order to achieve precision target marketing. Segments are defined by adding search queries similar to the ones used throughout the software for searching data. The segments can be created based on the eCRM.COM query language, CRMQL. Once a segment is defined it can be contacted through a notification run in order to

send to each contact of the segment an email or SMS. This can also be processed by

3rd party systems integrated to CRM.COM.

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3.4.11. Reports and Dashboards

The CRM.COM reporting tool is an easy to use tool that enables you to design, view

and generate reports in a very simple way, allowing you to extract useful information

about financial performance, sales and subscription performance and customer care

processes. The system is installed with a full set of standard reports that apply to

each one of the application areas of the software. Reports are fully web-based and

the user can specify data selection criteria, choose what fields to display and how to

group the data output. Information can be exported to various formats such as

HTML, pdf, excel and csv.

In addition a number of graphical dashboards are provided where key management

data is presented graphically, allowing multiple drill downs to the detailed records.

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New reports and dashboards can be created by the key user staff of the operator.

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4. CRM.COM Modules

The table below lists all the CRM.COM modules per application.

Module Description

CRM

Contact Information The Contact Information module provides all the information

which is needed to be stored for a customer or a prospect

customer, who can either be a physical person or a company.

Such contacts are considered as customers if they hold an

accounts receivable.

Communication Centre The Communication Centre module provides the ability to have

in a single consolidated screen the complete customer

information and perform customer care functions driven by an

interaction with the customer. The Communication Centre can

optionally be integrated with a telephony system

Jobs The Jobs module handles small projects delivered by the

operator to the customer, where services and physical goods

are delivered and billed if necessary.

Activities Activities are tasks which take place as part of a specific

business process such as a Job or a Service Request. The

Activities maintain information about the task that is to be

performed by tracking the resource that owns the task, the

service that should be provided and eventually the actual time

that was spent on providing each service.

Communications Communications are used to store and keep track of any

interaction with a physical person or company that has been

made through CRM.COM. Communications can be incoming or

outgoing and can support multiple communication media such

as emails, SMS, phone calls, letters etc.

Leads The Leads module provides the ability to create and keep track

of the leads related to existing or prospect customers. The

information is collected by the sales and marketing

department during the entire process of transforming a lead

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into a customer. This helps the evaluation of the lead so as to

know how much effort, time and money should be spent by

the sales owner according to the possibility to close the deal

and the profit that will gain.

Notifications The Notifications module allows you to communicate financial or customer care information to existing or prospect customers. Notifications can be sent via email, either directly through CRM.COM or through 3rd party systems.

Customer Events Customer Events are financial and marketing events performed by customers and are registered within CRM.COM in order to be rewarded or additionally processed by other CRM.COM functions. Customer events can be created manually through Web APIs, through the User Interface or automatically by the system. The reward engine is evaluating reward offers against customer events to decide if they should be awarded or not, but also to decide if they should trigger any spend reward transactions.

Billing

Billing The Billing module identifies, rates and invoices all billable services and physical goods that customers subscribed to or were delivered to as part of a Job. Billing is performed through Normal Billing runs, a billing mechanism which is used in cases where customers start using the services that they subscribed to or were delivered to them and by the end of their billing frequency period they are charged for those services.

Normal billing runs can manage:

Pre-Billed services: services which should be billed in advance before they have been used, either period based or anniversary based.

Post-Billed services: services which should be billed after they have been used.

Price Plans Price Plans are a set of rates which define the amount that an

accounts receivable should be billed based on the services or

physical goods that were sold or provided to the accounts

receivable owner. Price plans can be conditional, meaning that

the rates that are specified will only be applied if the specified

conditions are fulfilled.

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Subscriptions The Subscriptions module allows you to create and maintain all

of your customers’ subscriptions, where subscriptions represent

the agreement between the service company and its customers

for services provided on a recurring basis and paid either before

or after the services are used.

Provisioning The CRM.COM Provisioning module provides the interfacing

and management utilities between your CRM.COM billing

software and your access delivery layer, such as conditional

access (CA), routers or switching systems. The following

provisioning providers are supported by CRM.COM within the

Provisioning module:

Conax Contego Web Services:

The Conax Contego 3.0 Web Services is a SOAP-based

Web Interface to Conax Contego. CRM.COM provides a

ready made implementation of this interface allowing

to directly send CA commands while managing

subscribers within CRM.COM.

Conax Contego SMS – SAS:

The Conax Contego 2.0 SMS - SAS Interface is a file

based interface provided by Conax Contego, which

submits requests to the Conax Contego CA system

asynchronously using FTP. CRM.COM provides a ready

made implementation of this interface allowing to

directly send CA commands while managing subscribers

within CRM.COM.

NDS T20:

NDS T20 is a protocol provided by NDS to interface with

the NDS CA system. CRM.COM provides a ready made

implementation of that interface allowing to directly

send CA commands while managing subscribers within

CRM.COM.

Finance

Accounts Receivable Accounts Receivable is a ledger that documents money owed

to a business by customers who have purchased or received

services or physical goods on credit. The specified amount of

money needs to be paid within an established time period,

ranging from a few days to months. Moreover, the accounts

receivable ledger is useful for collecting into one location all

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credits and debits that were provided to customers as well as

the accounts receivable ledger balance which is the aggregated

amount of those credits and debits.

Financial Transactions A Financial Transaction is a statutory transaction governed by

the accounting standards of the country, which is being carried

out between two parties, the business and the customer, in

order to exchange services or physical goods. The transaction’s

nature is differentiated by its type (invoice, credit note,

payment etc). Financial transactions impact the balance of the

customer's accounts receivable and the information kept on

each of them depends on their type.

Payment Gateway Payment gateway is a mechanism for connecting payment

services such as credit card payment service or PayPal to

CRM.COM. The following payment gateway provider is

supported by CRM.COM within the payment gateway module:

WorldPay gateway payment service is a mechanism for

connecting electronic payment processing services to

CRM.COM allowing customers to pay their bills using credit

cards, typically as a recurring service but also as a one-off

payment.

Vouchers Vouchers are an alternative “across module” way of paying an

amount of money against an accounts receivable, i.e. crediting

the accounts receivable in order to be consumed by the

account owner either on products / services of his choice or on

specific products / services denoted by the voucher itself.

Wallets A Wallet is an account which holds an amount of money that

can be used to fund transactions within CRM.COM. A wallet is

used as a mini ledger that can be easily topped up by various

payment events or be spent by CRM.COM functions such as

prepaid subscriptions. Wallets can be managed through wallet

specific processes which can create, update or cancel wallets

or generate wallet transactions that credit, debit or refund

amounts in wallets.

Rewards

Rewards The Rewards module allows merchants to award conditional

cashback based on the complete spend transaction, where

cash can be spent on specific products at specific times and at

23 CRM.COM Billing

specific channels.

The two key feature characteristics of the CRM.COM Rewards

module are:

The award is based on the complete transaction (whole

transaction basket), meaning that merchants award

customers where they have real value

The conditional cashback leverages substantially the

amount of cashback a merchant can give out

Foundation

Analytics The Analytics module provides the ability to add reports and

generate them through CRM.COM with the option to be

exported in various formats such as HTML, pdf and excel.

Network Management The Network Management module is used to organize your

business into Communities, Groups and Units and define how

they should collaborate.

Security Management The Security Management module manages all security aspects

of CRM.COM. Access to software features and data can be

controlled through the Security Management module.

Additionally, the module provides a set of business rules which

can be used to automatically apply additional security controls.

Users Management The Users Management module is used to create and manage

the CRM.COM users. The module authenticates the users that

can access the system and controls the areas which are

allowed to be accessed.

Inventory Management Inventory Management is used to control the location and

quantity of physical goods and track their movements

providing the following processes :

Track where physical goods are stocked and by which

supplier

Track physical goods availability and inventory levels

Track inventory movements between warehouses and

customers

Platform The Platform module is used to provide the ability to configure

CRM.COM attributes which are related to system functionality

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rather than business rules.

Products Products are a list of physical goods or services which can be

used by any type of business transaction within CRM.COM.

Products are classified into services and physical goods:

Service: an intangible commodity which is offered to

consumers, such as telephony, TV channels, repairs,

installations, deliveries etc. In most cases the

consumer does not have an exclusive ownership of the

service that was purchased. Services can be provided

on a recurring or a one-off basis.

Physical Good: a tangible commodity which is offered

to consumers such as cameras, decoders, TV guide

magazines etc. In most cases the consumer has an

exclusive ownership of the good that was purchased.

Physical goods can be traceable or non-traceable.

Utilities The Utilities module provides the necessary tools which can be

used in order to implement, maintain or support business

processes within the system. These tools include a scheduling

engine which is responsible for scheduling and executing batch

CRM.COM processes and a data integration mechanism which

allows the creation and application of data imports and

exports.

Segmentation The Segmentation module is used to group CRM.COM

information together based on common business

characteristics in order to be used by various business

processes of the system as identification conditions or for

simple statistical calculations.

Resource Scheduling The Resource Scheduling module provides the ability to plan

the availability of resources, request resources for specific

tasks based on their availability and control the consumption

of the availability through business rules which are enforced by

the Resource Scheduling engine.

25 CRM.COM Billing

5. Project Implementation

5.1. CRM.COM project management approach

CRM.COM’s approach to project management is based around AlphaPM, our in-

house project methodology. The objectives of AlphaPM are to ensure that the

project is delivered to the client’s satisfaction in four dimensions:

on time

on budget

on specification

on quality

The operator and CRM.COM each assign a project manager to the project. They are in regular communication and are responsible for the day-to-day running of the project.

5.2. Fast Implementation- project milestones

Milestone / Stage Completion

within

Mobilisation after contract signing 1 week

Solution design and initial training 6 weeks

Solution built 9 weeks

Testing, documentation and training 11 weeks

Live 12 weeks

The above implementation applies for projects that can be taken live in a single project phase, usually new projects that do need migration from another SMS / Billing system.

5.3. 2 phase Implementation - project milestones

Milestone / Stage Completion

within

Mobilisation after contract signing 3 weeks

Solution design and initial training 8 weeks

Solution built- Phase I (SMS and billing) 16 weeks

26 CRM.COM Billing

Testing, documentation and training. Also train operator team on Phase II deliverables

20 weeks

Live- Phase I 24 weeks

Phase II (Sales, Customer care and additional billing processes)

28 weeks

Live- Phase II 30 weeks