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IBM Confidential 1

Global Business Services

© Copyright IBM Corporation 2011

PTCL CRM - Phase 1Power User Training

July 2011IBM Global Business Services


© Copyright IBM Corporation 20112 CONFIDENTIAL | | 20-Mar-14 | 2

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




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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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




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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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



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



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



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)



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



Topic A3: Siebel Entity Life-CycleService Request

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Topic A3: Siebel Entity Life-CycleTrouble Ticket



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



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



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



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



Topic A8: Navigating through Screens, Views and AppletsClick on the Show More button

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Changing Columns Displayed




Changing Columns Displayed

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Module B: 360 Customer View



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



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



Topic B5: Study Assets View Locating Asset View Assets Fields

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Topic B6: Study Orders View Locating Order View Orders Homepage



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



Topic B9: Search Features on 360

Using Homepage Search

Using Query

Other Advanced Options

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Module C: Complaint Management



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



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



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



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



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.



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



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



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



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



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



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



Topic D3: Notify Customer by SMS

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Topic D4: Notify Customer by IVR PlaybackYet to be implemented



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



Topic E2: Login Process

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Topic E3: Self-Service Navigation



Topic E4: View Customer Profile

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Topic E5: View Accounts/Orders/Assets



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



Topic E8: Using FAQsCustomers will have the ability to use FAQs over the web

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