1. CDR Customer Relationship Management (CRM)

2. CRM CRM Screen tabs Administration User Product Master Data
Administration Data
Administration Alerts
CRM-Alerts to a CO
CRM-Alerts to an AO
Groups

3. CRM-View

4. CRM-Screen tabs Home Contacts/Customer Accounts Billing Accounts
Orders
Services
Trouble Tickets
Service Requests
Franchisee
EStapled Accounts

5. CRM-Screen tabs
Collections
Orders Miscellaneous
Groups

6. CRM-Administration User
Following are the basic roles in CRM :
CSR Role
CO Role
AOTR Role
AO (CASH) Role
AO (PURSUIT) Role
WEB CSR Role
Executive In charge for E-Stapling Accounts
In charge for Franchisee Creation

7. CRM-Administration User

8. CRM- Product Master Data
Landline, ISDN (BRI/PRI), Broadband Plans etc
Eligibility Rules based on SSA, Billing Account type & Subtype, Usage Code, Rural/Urban, Effective End date, Service Subtype, Connection Type.
Apart from the plans, we have Facilities, Rental & Deposit Schemes, Accessories of the Product (LL/BB/ISDN/EVDO etc.)

9. CRM- Product Master Data

10. CRM-Administration Data
Locality Addresses : The Main Locality is at top of the Hierarchy and the Exchange Code is at the bottom.
List of Values : The query can be made based on the Sub locality. For eg : Click on query button and enter Type as “BSNL_SUB_LOC” and Display value as “A C GUARDS” and click on Go button.

11. CRM-Administration Data

12. CRM-Administration Data

13. CRM- Administration Alerts
If a particular order is cancelled by OUTDOOR with reason TNF/WRONG ADRESS etc in clarity, then an alert will be sent to the concerned CO in CRM. In such case, to identify to which CO the alert was sent, you can use the Administration alert.
Any kind of alert on a service can be viewed here.

14. CRM- Administration Alerts

15. CRM-Alerts to a CO
Order with Tel Number#< > has been halted/Cancelled in downstream due to TNF.
Please Approve/Reject Service Request.
Please raise Disconnection order for <Tel Number>.
Please Approve/Reject Rental/Usage Scheme.

16. CRM-Alerts to an AO Alert for Billing Adjustment Alert for Refund
Alert for Unbarring Request
Please Approve Debit Request
ISD is Added, Please Approve
Please Approve or Reject the Late Fee Waiver
Please Approve or Reject the Non Third Party request

17. CRM-Alerts to an AO Please Approve/Reject Service Request
Please approve/reject Override Deposit Approval activity
Please raise debit note for termination charge
Alert for Promise to pay
Please Approve the Refinance
Write Off : Default Alert

18. CRM-Groups
Centrex Group---A new Centrex Group can be created here. A number can be blocked for a Centrex Group.
ISDN Group---ISDN BRI/PRI and their DIDs.
Corporate Group---Numbers required for a Corporate Group can be blocked here and can be used for future connections.
CUG Group----A CUG Group with a CUG plan can be created here.

19. CRM-Backend Updates
Order Status and Sub status Update from backend. (Re-submission in case of Clarity Failed Milestone)
Change of Billing Account Collection Status from OG-Barred to Active after confirmation from Billing Team.
Changing Exchange code in CRM after confirmation from Clarity.
Updating Mobile Contact Number of the Customer.

20. CRM-Backend Updates
Changing Cancellation Reason in the Order – More Info (For eg: TNF to Wrong Address)
Service Request/ Docket Cancellation.
Service Category updation from FREE to NONOYT-GEN if the Free to Normal Modify order is completed.
Broadband User id updation after confirmation from Clarity and BILLING.

21. CRM-Business Service
If a fault order is pending in Clarity and meanwhile the Customer asked for Voluntary disconnection and the disconnection order got completed and Service became inactive. The previous fault order cannot be closed now and in such a case, the fault needs to be cancelled.
This can be cancelled by running a process in CRM.

22. CRM-Business Service

23. CRM-Business Service 1. Go to Site Map
2. Click on Administration-Business Service.
3. Click on Simulator.
4. Click on New button.
5. In the Service Name field enter "Fault Cancellation BS".
6. In the Method Name Pick applet select "CancelFault".
7. Under Input Arguments click on New button.
8. Click on the Pick Applet under the field "Property Name" Again Click on New button.
9. Enter the following
a. Property Name : SR Number
b. Value : (CRM Order id from clarity SO)
Click on Save button and then on "OK" button.
10. Click on the Pick Applet under the field "Property Name" Again Click on New button.
11. Enter the following
a. Property Name : Comment
b. Value : SD (SM Ticket#)
12. Click on "Run" button.

24. Thank U