CRM.01.01 BPD - Contact Centre Management

CRM.01.
01 BPD - Contact Centre

Management
Table of Contents
1. PURPOSE................................................................................................................................. 3
2. VERSION CONTROL................................................................................................................ 4
3. STAKEHOLDERS..................................................................................................................... 5
4. DOCUMENT PROPERTIES......................................................................................................7
5. APPROVAL............................................................................................................................... 8
6. PROCESS TYPE (PT).............................................................................................................10
6.1. Business Process Capability (PCAP)................................................................................10
6.2. Business Process Capability (PCAP) Description...........................................................10
7. BUSINESS SCENARIOS (BS)................................................................................................12
CRM.01.01 BPD - Contact Centre Management
Copyright to City of Johannesburg

Last Updated: 11/20/2017 11:28 AM Page 2 of 13
1. Purpose

This document clearly defines the Business Process Definition (BPD) of a Business Process
Capability (BCAP) of a Process Type (PT), with its associated Business Scenario(s) (BS) to
achieve the following high-level objectives:

· Understand and confirm the business system (process, organisation, technology); the flow
and relationships (workflow, information flow, knowledge flow, control flow) between
processes; the decomposition of the processes; etc.
· Provide a basis for the harmonisation of processes across different municipal entities,
departments and to define the best of breed in execution.
· Provide a useful vehicle for communication and ownership.
· Provide the basis for communication, training and procedures development.


2. Version Control

Description of
Version No. Date Author
Update
First draft issued for
0.1 16/11/2017 Rohit Bhan
review
0.2 17/11/2017 Mandisa Mzondeki Document reviewed


3. Stakeholders

Role Name Company
Business Relationship
Management (BRM) Project Moyahabo Rampedi CoJ
Manager
Business Relationship
Management (BRM) Project Modie Mabalayo EOH
Manager
Regulation, Legislation &
Statutory Stream Lead (BRM- TBC CoJ
MSC)
Regulation, Legislation &
Statutory Stream Lead (BRM- TBC EOH
MSC)
Value Management Stream
TBC CoJ
Lead (BRM-VMG)
Value Management Stream
Dominique Pousson EOH
Lead (BRM-VMG)
Business Process
Management (BPM) Project Precious Betshwana CoJ
Manager
Business Process
Management (BPM) Project Hunadi Phaiphai EOH
Manager
Corporate Governance
TBC CoJ
(BPM-COG) Stream Lead
Corporate Governance
Mohammed Ahmed EOH
(BPM-COG) Stream Lead
CRM & Citizen Engagement
TBC CoJ
(BPM-CRM) Stream Lead
CRM & Citizen Engagement
TBC EOH
(BPM-CRM) Stream Lead
Financial Management (BPM-
TBC CoJ
FIN) Stream Lead
Financial Management (BPM-
Gilbert Chamunorwa EOH
FIN) Stream Lead
Human Capital Management
TBC CoJ
(BPM-HCM) Stream Lead
Human Capital Management
TBC EOH
(BPM-HCM) Stream Lead
Infrastructure and Asset
Management (BPM-IAM) TBC CoJ
Stream Lead
Infrastructure and Asset TBC EOH
Management (BPM-IAM)

Role Name Company
Stream Lead
Management Accounting
TBC CoJ
(BPM-MAC) Stream Lead
Management Accounting
Alois Hurune EOH
(BPM-MAC) Stream Lead
Revenue Management (BPM-
TBC CoJ
RMG) Stream Lead
Revenue Management (BPM-
TBC EOH
RMG) Stream Lead
Supply Chain Management
TBC CoJ
(BPM-SCM) Stream Lead
Supply Chain Management
Vishnu Gounden EOH
(BPM-SCM) Stream Lead
Application Lifecycle
Management (TSM-ALM) TBC CoJ
Stream Lead
Application Lifecycle
Management (TSM-ALM) Gavin Crighton EOH
Stream Lead
Solution Architecture &
Integration Manager (SAIM) Aubrey Mochela CoJ
Project Manager
Solution Architecture &
Integration Manager (SAIM) Nicklesh Singh EOH
Project Manager
Additional Stakeholders


4. Document Properties

Filename CRM.01.01 BPD - Contact Centre Management
Document Status
Draft
Final/Draft/Work-in-progress


5. Approval
Please Note: Approval Signatures of Solution Leads are mandatory from:
· Business Relationship Management (BRM)
· Business Process Management (BPM)
· Technical Solution Management (TSM)
· Application Lifecycle Management (ALM)

Date
Role First Last Name Signature
ccyymmdd
BRM Project Manager

CoJ
BRM Project Manager

EOH
BRM-MSC Stream

Lead CoJ
BRM-MSC Stream

Lead EOH
BRM-VMG Stream

Lead CoJ
BRM-VMG Stream

Lead EOH
BPM Project Manager

CoJ
BPM Project Manager

EOH
BPM-COG Stream

Lead CoJ
BPM-COG Stream

Lead EOH
BPM-CRM Stream

Lead CoJ
BPM-CRM Stream

Lead EOH
BPM-FIN Stream Lead

CoJ
BPM-FIN Stream Lead

EOH
BPM-HCM Stream

Lead CoJ
BPM-HCM Stream

Lead EOH
BPM-IAM Stream

Lead CoJ
BPM-IAM Stream

Lead EOH

Date
Role First Last Name Signature
ccyymmdd
BPM-MAC Stream

Lead CoJ
BPM-MAC Stream

Lead EOH
BPM-RMG Stream

Lead CoJ
BPM-RMG Stream

Lead EOH
BPM-SCM Stream

Lead CoJ
BPM-SCM Stream

Lead EOH
TSM-ALM Stream

Lead CoJ
TSM-ALM Stream

Lead EOH


6. Process Type (PT)

Example: FIN.01.03 - Asset Accounting (FIN-AA)
CRM.01 - Contact Centre Management

6.1. Business Process Capability (PCAP)

Example: FIN.01.04 - Asset Accounting (FIN-AA)
CRM.01.01 - Contact Centre Management

6.2. Business Process Capability (PCAP) Description

Provide the high-level description of the Business Process Capability (PCAP).
This business process capability highlights the use of Contact Centre features that fulfils the
business requirements. The Contact Centre provides features like inbound calling and outbound
calling that help the customers to reach out to Customer Care more efficiently. Moreover the
features like IVR, self-services over IVR help the customers to get their queries resolved without
being served by the agent. With this capability the customers get enabled for having their say at
times when Customer Care is not available or the agents are busy, they can use call backs and
voice mails.
From the agent’s perspective, they get one single screen where they will be picking up the
customers call and on the same screen they will be able to do multiple CRM transactions.
From the manager’s view, they will be getting real time reporting as well as historical reporting that
will help them to analyse the Contact Centre’s efficiency.


Provide the high-level description of the Business Process Capability (PCAP).


7. Business Scenarios (BS)

The identification of its associated Business Scenarios (BS) within the associated Business
Process Capabilities (BCAP).

BS GUID - Label BS Description
Example: The fixed asset master data
maintenance component is used for recording
the master data of all fixed assets on an
Example: individual asset basis. A fixed asset is defined
FIN.01.03.01 - Asset Accounting Master Data as an individual economic good that is
recognized in the balance sheet at the time of
closing, and is in the long-term service of the
enterprise.
This Business scenario highlights one of the
communication channels for the
customer/citizen. A customer/citizen
can reach the City Support Centre with the help
CRM.01.01.01 - Voice Channel
of this communication channel. This channel
specifies different ways of customers reaching
to the City and getting their
queries addressed.
This business scenario deals with enabling
the reach of customer/citizen with the email
channel. The customer/citizen can raise their
queries/complaints to the City through this
channel. The customer will send the emails to
the City's email ID and the agents will receive
them in their system. For each email received
CRM.01.01.02 - Email Channel
from the customer the interaction will be
recorded and will be used for the details in the
customer 360 view.
This email channel also enables the customer to
raise their service request directly and to
express their view on the service they have
received.
This business scenario highlights the use of
chat channel by the citizens while they are
interacting with the agents. The customer/citizen
can visit the City's website and from there they
can start interacting with the agents. Each
CRM.01.01.03 - Chat Channel interaction with the agent will be recorded in the
form of interaction records. It is mandatory that
the customer should enter his/her details before
initiating the chat.
The customer can raise their concerns while
having the chat and with that they can raise a

BS GUID - Label BS Description
service request as well.
This Business Scenario highlights the use of
online monitoring tools by the Supervisor or the
Team Lead to monitor the Agents. SAP Contact
Centre has multiple tools by which the
Supervisor can monitor and draw relevant
CRM.01.01.04 - Monitoring and Control analytics.
The Supervisor will be able to use multiple
tools and monitor multiple agents
simultaneously.
Live calls can be listened to and the same calls
will be recorded and kept for quality analysis.
This business scenario highlights the use of
sms channel by the customer in communicating
with Customer Care. The customer can dial the
number and send queries in the form of short
codes. These sms's are received by the Contact
CRM.01.01.05 - SMS Channel Centre system in the form of emails, then the
emails are routed to the respective agent inbox.
The customers can also interact using the ussd
codes. Customers can get their current bill,
payment details and even initiate the call backs
from the sms’s.
This business scenario highlights the reporting
capability of the Contact Centre and describes
how efficiently the end users can get the reports
from the system and use those reports
for quality analysis.
The SAP Contact Centre by default
CRM.01.01.06 - Reporting
has standard reports that deal with the agent,
queue, campaign and service levels.
Apart from that there can be customised reports
drawn out of SAP Contact Center.There are info
sets and cubes available that can be used to
build reports in the Microsoft Report builder.



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01 BPD - Contact Centre