Liberate Boot CampMiamiMay 2014

13-24 May

Customer ManagementLIBERATE

2 Liberate Boot Camp| 14-23 May

Customer Management – who, what and why?

3 Liberate Boot Camp| 14-23 May

Customer Management – who, what and why?

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NEW A

DDRESS

NEW PHONE N

o.

UPGRADE

SERVICE

NEW TARIF

F

DIFFERENT

BILL D

ATE

NEW SIM

CARD

NEW H

ANDSET

NEW C

ONTACT

DETAILS

TRANSFER

SERVICE SUSPEND

SERVICE

NEW C

ONTRACT

REMOVE

PRODUCT

Liberate Boot Camp| 14-23 May

5 Liberate Boot Camp| 14-23 May

Customer Management

e.g. 19000013—0000

Customer is given an 8-digit number, with the first 2 digits indicating the year when the Customer was created

Top Level Account is a 12-digit number : Customer Number + 0000

Service (=Primary Product) is provisioned under an Account

Secondary Products are provisioned under a Service

e.g. 19000013

e.g. ADSL 8GB

e.g. modem

Sub-Account can be Level 1 (e.g. 0200) or Level 2 (e.g. 0201)

e.g. 19000013—0200

Customer Management – Customer and Account Level

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• Customer Level:

• “Customer Details” are accessed from the Dashboard• What can be amended:

• Address, Name, ID, Contact..• Clone Customer

• Account Level:

• “Accounts Details” are accessed from the Dashboard• What can be amended:

• Address, Name, ID, Contact….• Add / Clone Sub-Account• Close Account• Day of Billing, Billing Account, Direct Debit, Pricing Plans, Deposits• ROS / WOS (Restoration of Service / Withdrawal of Service)• Properties

Liberate Boot Camp| 14-23 May

Customer Management – Service Level

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Service level amendments done through Service Orders are divided into four types:

• Provide (Provide Secondary Product)• Cease (Cease Product, Cease Service)

• Alter:• ARN – Alter Renter (= Transfer Service)

• ASN – Alter Service Number

• ALP – Alter Line (Primary) Product

• APR – Alter (Secondary) Product

• ACH – Alter Cellular Handset

• ASC – Alter SIM Card

• APP – Alter Pricing Plan

• ADP – Alter DEL to PBX

• APD – Alter PBX to DEL

• Other:• CFR / PAR – Cease for Removal / Provide After Removal (House Move)

• CES / CFS / PES (Cease For Stop / Cease For Stop & Removal / Provide From Stop)

• TOS / ROS (Temporary Withdrawal of Service / Restoration Of Service)

• DES / RES (Disconnect For Safekeeping / Reconnect From Safekeeping)

Liberate Boot Camp| 14-23 May

Service Provision on Liberate – Flow Configuration

Liberate Boot Camp| 14-23 May8

Site “Miami” High priority sequence

Low priority sequence

Cease sequence

Res Sales 0 0 0

Bus Sales 0 0 0

Credit Control

10 10 N/A

Installation 10 20 10

Exchange 10 30 10

Accounts 20 40 20

Directory Entry

30 50 30

DE

PA

RT

ME

NT

S

DEPARTMENT SEQUENCE

Customer Management – Service Level

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Service level amendments that do not need a Service Order include maintenance of the following data and information:

• Address, Call Monitoring Details etc. (using Amend Service Details process)• Installation Updates (MAC Address, Installation Address etc.)• Product Fields• Contract• Price Variations and Fixed Rentals• Pricing Plan • Service Charges• Adjustments• Direct Debit• Properties• Routing (Line Plant)• Payments • Adjustments • Service Charges• Queries• Faults

Liberate Boot Camp| 14-23 May

• Customer changes can be required at various levels:

• Customer• Account• Service• Product

• Some changes require a Service Order – other do not, but most are audited.

• Alter and Cease Service Orders all require a Command Profile (for a specific Command), in the same way Provision Service Orders do.

• Some changes require a specific user privilege (e.g. Price Variation or Pricing Plan) but in most cases user access is controlled by Liberate menus.

Customer Management

10 Liberate Boot Camp| 14-23 May