CRM

Topics Covered
• 1) Introduction
• 2) Query
• 3) Customer email ID enrolment
• 4) Fault booking
• 5) Billing adjustments/reconnection
• 6) Orders-milestones
• 7) NPC/BB order creation
• CDR-launched with a Mission to Improve BSNL Customer Care

• CRM-customer care package

• CLARITY-provisioning
• PMS-receiving payments
• Web Based System
North
(Accessible from anywhere with in BSNL network)

• Serves all the customers of the Zone

(4 Zones across India, via – North, South, East and West)
West East

South
• 10.196.220.135
• Username-
• Password-
 Contact:
Contact represents communication or person data of the customer account like surname,
name, father name, phone contacts etc.
 Customer Account: (Uniquely identified by Customer Id)
represents actual customer, the individual or organization
top level account to identify the customer uniquely.
 Billing Account: (Identified by Billing Account Id)
represents the billing details of services and their corresponding invoice details.
must have a customer account as a parent account.
Its unique within zones.
 Order :
It is a request captured from the customer for New Service, Add on service, Shift, Transfer and
Disconnection of Service.
 Order Line Items:
Contains the Service level information like Bill Plan, Calling level, Facilities And Accessories.
 Service :
Created or Updated when the order is fulfilled in other terms fulfilled order gets converted to
Service.
 Service Id :
Represents unique Id for the Service Ex: Telephone Number including the STD code.
Query in CRM
• a)To view customer account, Billing account, BB details, modem
type/rental/owned

• b)To view the invoices

• Enter Service-id
• Click Billing Account Number
• Click Invoices.
• c)To view the payment details
• Service-id
• Billing Account Number
• payments
• d)To View CDR/BB unbilled usage/BB billed usage
• Service-id
• Billing account
• CDR/BB billed/unbilled usage
• 3)Add email ID of customer to get bill details in mail
• Service Requests
• SR lists
• New
• Request type-billing related
• Change type-Bill media type
• Change subtype
• Description-mandatory
7)Reconnection-only after checking the payment receipt

• Service-id
• Billing Account Number
• Click unbarring
• New
• Enter service id & reqd details
• submit
4)Fault booking
• Trouble ticket
• Enter service ID
• Click New
• Fill in Service ID & reqd entries
• submit
7)Billing adjustments

• Service-id
• Billing Account Number
• Click adjustments
• New
• Enter service id,select invoice & enter other reqd details
• submit
Orders-milestones
is used to track of the status of the order after it has been submitted in
CRM to the downstream systems like the Clarity system.
After the final step is completed, a Service is created for the account
that the order belongs to.
Service id
Order no
Order no
milestones