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PTCL CRM - Phase 1Power User Training
July 2011IBM Global Business Services
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Agenda Project Scope Summary
Training Modules Module A : Introduction to Siebel CRM Application
Module B: 360 Customer View
Module C: Complaint Management
Module D: Customer Directory Assistance
Module E: Customer Self-Service Application
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Agenda Module Topics
Module A : Introduction to Siebel CRM Application Topic A1: Introduction to Siebel CRM Topic A2: About Siebel Entities Topic A3: Siebel Entity – Life Cycle Topic A4: CRM Application Layout Topic A5: Introduction to Screens Topic A6: Introduction to Views Topic A7: Introduction to Applets Topic A8: Navigation thru Screens, Views & Applets
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Agenda Module Topics
Module B : 360 Customer View Topic B1: 360 Customer View Walkthrough Topic B2: Introduction to Homepages Topic B3: Study Accounts View Topic B4: Study Products View Topic B5: Study Assets View Topic B6: Study Orders View Topic B7: Study Contacts View Topic B8: Study Network Trouble Ticket (NTT) View Topic B9: Using CRM Search Functions on 360 Customer
View
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Agenda Module Topics
Module C : Complaint Management Topic C1: Search & Locate Customer Data Topic C2: Service Request Registration - Technical Complaints Topic C3: Service Request Registration - Billing Complaints Topic C4: Service Request Registration - Administrative Request Topic C5: Service Request Registration - Associate NTT Topic C6: Using Knowledge Search Feature Topic C7: Service Request - Manual Escalation Topic C8: Service Request Assignment Topic C9: Service Request Resolution Topic C10: Service Request Verification Topic C11: Passive Outage Registration Topic C12: Manage Network Elements Master Information Topic C13: Create & Associate Activities Topic C14: On-demand Email/SMS Feature Topic C15: Associate notes to Service Request Topic C16: Associate Attachments to Service Request
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Agenda Module Topics
Module D : Customer Directory Assistance Topic D1: Search Data Topic D2: Report & Fix Data Discrepancy Topic D3: Notify Customer by SMS Topic D4: Notify Customer by IVR Playback
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Agenda Module Topics
Module E : Customer Self-Service Application Topic E1: Customer Registration Process Topic E2: Login Process Topic E3: Self-Service Navigation Topic E4: View Customer Profile Topic E5: View Accounts/Orders/Assets Topic E6: View Billing Information Topic E7: Service Request Registration Topic E8: Using FAQs
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Project Scope
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Project Scope 1. Project Scope & Summary
Phase 1 Scope Complaint Management Customer Directory
Assistance 360 Customer View
Phase 2 Scope Opportunity Management Order Management Administrative Change/Claims
Siebel CRM replaces
CMS/CDAS
Siebel CRM replaces
CCS
(Start Date: 31st Jan 2011 End Date: 31 July 2011)
Project Phase 1(Start Date: 1 Aug 2011End Date: 31 Jan 2012)
Project Phase 2SERVICE SALES
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Project Summary - Phase 1
PTCL is in the process of transitioning from their current Call CenterSupport, Complaint Management System, Directory Assistance Systemand Customer Care System to Siebel CRM.
As part of Phase 1 Roll-Out for PTCL Consumer & CorporateBusinesses, IBM will enable CRM for following High-Level domains:
360 Customer View Comprehensive Complaint Management Customer Directory Assistance
1. Project Scope & Summary
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Training Modules & Topics
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Module A:Introduction to Siebel
CRM Application
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Topic A1: Introduction to Siebel CRM
Siebel CRM enables you to manage interactions with customers, partners, and employees through multiple communication channels such as:
Web and email Call center Field service
The Siebel system uses a single database to:
Allow all users access to the same set of data (Example: The correct customer order status is seen by all relevant users) Ensure changes to data are made once and only once (Example: An address
needs to be updated in only one place)
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Topic A1: Introduction to Siebel CRM
Siebel CRM Applications: Siebel CRM family of applications includes:
Business Analytics Applications Contact Center and Service* Customer Data Integration Customer Order Management** Enterprise Marketing Partner Relationship Management** Sales** Self-Service* Siebel CRM on Demand
* Phase 1** Phase 2
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Topic A2: About Siebel Entities
A business entity is something of business interest in the real world.Siebel applications refer to these entities as business components.Some of key Business Entities are:
Accounts Contacts Orders Assets Service Requests Activities Trouble Ticket Solutions
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Topic A3: Siebel Entity Life-CycleService Request
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Topic A3: Siebel Entity Life-CycleTrouble Ticket
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Topic A3: Siebel Entity Life-CycleSolutions
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Topic A4: Siebel CRM Layout
HomePageSiebel applications consist of Web pages. Each page displays Siebel datasurrounded by tabs, toolbars and a top-level menu
Application level Menu and Global ToolbarThe Application Level Menu helps in navigation and manipulating data. TheGlobal toolbar provides quick access to common tasks like iHelp, Reportgeneration, Task management and printing.
Screen HomepagesSome screens have home pages that provide quick access to common end-user tasks and data. You can navigate to these homepages by clicking on theScreen tab and then clicking on the Screen homepage button as shown below.Each Screen has different views and applets in it. For more information onscreens, views and applets
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Topic A5: Introduction to ScreensScreens represent groups of related data for a functional business area, suchas accounts, contacts, or opportunities
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Topic A6: Introduction to ViewsA view consists of one or more applets displaying records
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Topic A7: Introduction to AppletsThere are 2 Types of Applets: List and Form
List Applet
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Topic A7: Introduction to AppletsForm Applet
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Topic A8: Navigating through Screens, Views and AppletsThe Siebel CRM application exists in the form of web pages. When you login to SiebelCRM system it will open the Homepage. Navigate as required through the applicationmenu, global menu bar and Screen tabs
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Topic A8: Navigating through Screens, Views and Applets
Accessing Screen Tabs
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Topic A8: Navigating through Screens, Views and AppletsClick on the Show More button
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Topic A8: Navigating through Screens, Views and Applets
Changing Columns Displayed
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Topic A8: Navigating through Screens, Views and Applets
Changing Columns Displayed
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Module B: 360 Customer View
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Topic B1: 360 Customer View WalkthroughSiebel CRM provides a full 360 degree customer view. It integrates allthe data of the customer in a single place thus enhancing the company’sperformance. The following module gives a general overview of theProduct
Account Information Orders Information Subscriptions or Assets Information Network Trouble Ticket (NTT) View Service Requests Activities
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Topic B2: Introduction to HomepagesOverview
Siebel CM provides Homepages for the different entities on offer. The Homepages make it easier to navigate to different views of an entity.
Homepages on OfferThe homepages in the application are given below: Accounts – Homepage Orders – Homepage Trouble Tickets – Homepage Service Request – Homepage Directory Assistance – Homepage Contacts – Homepage Activities – Homepage
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Topic B3: Study Accounts View
Accounts – Homepage
Search Options
Accounts Fields
Launching Portals
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Topic B4: Study Products View
Briefing of products associated with the subscription/asset
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Topic B5: Study Assets View Locating Asset View Assets Fields
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Topic B6: Study Orders View Locating Order View Orders Homepage
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Topic B7: Study Contacts View
Locating Contact View
Contacts Homepage
Contacts Field Details
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Topic B8: Network Trouble Ticket View
Locating NTT View
Trouble Ticket Homepage
Search Options
Trouble Ticket Sub-Views
Trouble Ticket Fields
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Topic B9: Search Features on 360
Using Homepage Search
Using Query
Other Advanced Options
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Module C: Complaint Management
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Topic C1: Search and Locate Customer Data
Ability to locate and view customer’s Account Summary data when customer contacts PTCL through Inbound channel. User will need to search for customer’s account when a call lands on the External Call Receiving Software or Customer Walks-in for inquiry or complaint registration or other Services
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Topic C2: Service Request Registration -Technical Complaints
Process involves Technical Complaints for following Services:
PSTN Broadband IPTV EVO WLL
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Topic C3: Service Request Registration – Billing Complaints
Billing Complaints like:
Arrear Correction Pakistan Plus Adjustment VAS Provisional Adjustment Surcharge Waiver Bill Due Date Extension Taxes Incorrect Billing Domestic SMS Overcharged Internet Overcharging Balance Drop Due to Cloning Bonus Balance Not Awardedetc
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Topic C4: Service Request Registration –Administrative Requests
Such Service Request involve requests for:
General Complaint Provisioning Complaint Restoration Request Blocking Request Inquiry Bill Delivery
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Topic C5: Service Request Registration-Associate Network Trouble Ticket
Handling customers in-case of Outage
Covers process for registration of a Service Request/ Complaint against an Outage
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Topic C6: Using Knowledge Search FeatureTwo utilities for Knowledge Search:
Solutions
Caller Guided Scripts or Smart Scripts
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Topic C7: Service Request- Manual Escalation
Escalation facilitates complaint resolution or a request fulfilment in a timely and efficient manner
System provides 2 escalation methods:
Manual Escalation Auto Escalation
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Topic C8: Service Request AssignmentSystem provides 2 assignment methods:
Manual Assignment Auto Assignment
Auto Assignment is based on predefined Assignment Rules
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Topic C9: Service Request Resolution3 ways of resolving a Service Request:
Knowledge based resolution
Trouble Ticket resolution
On-site visit
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Topic C10: Service Request VerificationService Request Verification is the process when after
rectifying a Service Request will be submitted for customer verification. In PTCL terms, this is Rectification Claim process.
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Topic C11: Passive Outage RegistrationSSCs and BMs at the Exchanges can report outages
occurring in Passive Network Elements like Primary Cables etc.
System provides the ability to register Passive Outages (Trouble Tickets)
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Topic C12: Manage Network Elements Master Information
Interface to update and modify Network Elements Master Information
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Topic C13: Create & Associate ActivitiesActivities can created standalone or associated with a
business entity. Activities can be of 2 types:
Manual e.g. Walk-in Activity
System-Generated e.g. Outbound SMS Activity
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Topic C14: On-demand Email/SMS FeatureThe feature is available for following purposes
Share Service Request Information via Email or SMS with the customer on request
Share Solution for a problem via Email or SMS with the customer on request
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Topic C15: Associating Notes to Service RequestThere are two scenarios which may arise when attaching
Notes to a Service Request:
Adding Notes to an Existing Service Request
Adding Notes to a newly created Service Request
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Topic C16: Associating Attachments to Service Request
Attach attachments to a Service Request for further elaboration of the SR
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Topic C17: Associating Solutions to a Service Request
Assists in complaint resolution and associate the Solution with the Service Request
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Service Request – Process & State ModelProcess Status Sub Status
Creating a New Service Request Open Pending
Cancel an Open Service Request Cancelled Cancelled
Associating a Trouble Ticket with Service Request Inprogress Waiting On Outage
Associate a Parent SR with Service Request Inprogress Waiting On Parent
Auto Assign Service Request Inprogress Assign
Handover Service Request to Field Technician Inprogress Handed
Submit Service Request for Rectification Claim Submitted Pending Verfication
Submit Service Request for NRB Claim Submitted NRM Claim
Customer reopens a Service Request Inprogress Customer Reopen
Close a Service Request After Customer Verification Closed Verified
Close a Service Request for OnSpot Resolution Closed Resolved
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Service Request – Process & State Model Transitions
From State To State Sub Status Scenario
Open - Pending At the time of complaint registration
Open In-progressAssigned When first time complaint is routed to
respective Team
Open In-progress Handed When complaint is assigned to Field Staff
Open In-progress Customer Re-open If verification is declined by customer
Open Closed Resolved If complaint is resolved over the call by CSE
Open Closed Verified If customer verifies resolution
In-progress Closed Resolved If resolved without customer visit
In-progress Submitted Pending Verification If rectification claim has been placed
In-progress In-progress Waiting on Outage Will be set by System when Service Request is associated with Trouble Ticket
Submitted In-progress Customer Re-open If verification is declined by customer
Submitted Closed Verified If customer verifies resolution
Closed In Progress
In Progress / Assigned
In Progress Waiting on Parent When SR is associated as Parent, Child SR Status is updated
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Module D: Customer Directory
Assistance
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Topic D1: Search DataCustomer Directory Assistance provides searching on number
of fields via:
CDAS Homepage Query Option in Account List
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Topic D2: Report and Fix DiscrepancyCovers process to update Directory Data in case of:
Incorrect Information Unavailable Information
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Topic D3: Notify Customer by SMS
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Topic D4: Notify Customer by IVR PlaybackYet to be implemented
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Module E: Customer Self-Service
Application
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Topic E1: Customer Registration ProcessSelf-Service or eCustomer Web users will be created for
individual and business accounts
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Topic E2: Login Process
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Topic E3: Self-Service Navigation
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Topic E4: View Customer Profile
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Topic E5: View Accounts/Orders/Assets
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Topic E6: View Billing Info
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Topic E7: Service Request RegistrationA certain set of Service Requests/Complaints can be
registered via eCustomer
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Topic E8: Using FAQsCustomers will have the ability to use FAQs over the web
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The End