CRM Overview (CDR)
CDR Based Customer Care and
Convergent Billing
IT Project Circle
Salient Features of CRM
• One instance in each zone (4 zones)
• Integrated with other modules of OSS/BSS like Order
Management, Billing, Payment Management System
(PMS) and Web Self Care (part of CRM) and IVRS.
• Presents a complete overview of customer information.
• Presents a front end screen for Customer Service
Representative (CSR), Commercial officer, Accounts
Officer, Call centre executive and the Management.
• A web based software available to the end user through
BSNL CDR Intranet.
• Siebel CRM in South-East zones; SAP CRM in NorthWest zones.
Services in CDR CRM
• Landline
• Broadband and other NIB services like
CLINET
• PCO
• ISDN
• Centrex
• FLPP
• CUG
• PABX / Call Hunting
• PRBT and other value added services
Functional Areas in CRM
– Customer Management
• Prospects/Waitlist/Hierarchy/Customers
– Order Management
• Sales Orders/Service Orders capture and management
– Service Assurance
• Fault Reports/Complaints/Escalations
– Product Management
• Products/Plans creation & management in line with billing
– Web Self Care
• Subscriber self services, viz – bill view, payments, services &
complaints booking
– Analytics Reports
• Reports of above functional areas like number of connections
provided, number of service requests completed/pending etc.
Special Processes in CRM
–
–
–
–
–
–
–
–
Adjustments/Refinance requests
Deposits/Payments/Refunds/Bank Guarantee
Billing redirection
E Stapling support (customer identification,
Hierarchy)
CTI / IVRS integration
Customer order milestones status
Payment updation from PMS once in a day
SMS/E-mail integration for campaigns, escalation
alerts and customer updates
Appreciating Complexity
Chandigarh
(DC - N)
SSA86
(N)
SSA1
(N)
PUNE
(DC - W)
SSA2
(N)
SSA1
(w)
SSA2
(w)
105 SSAs
SSA10
5
(w)
SSA
n
(W)
SSA
n
(N)
86 SSAs
SSA m
(N)
SSA3
(N)
SSA
x
(N)
SSA
z
(N)
SSA
y
(N)
SSA
x
(w)
SSA
y
(w)
SSA86
(E)
SSA1
(E)
SSA2
(E)
SSA m
(W)
SSA3
(w)
Kolkata
(DC - E)
72 SSAs
SSA m
(E)
SSA3
(E)
SSA
z
(w)
Hyderabad
(DC - S)
SSA
x
(E)
SSA
y
(W)
SSA
z
(E)
SSA86
(S)
SSA1
(S)
SSA2
(S)
SSA
n
(E)
70 SSAs
SSA
n
(S)
SSA m
(S)
SSA3
(S)
SSA
x
(S)
SSA
z
(S)
SSA
y
(S)
Never before has had a single project interfaced with >3000 Network
Elements (NE)..
PAN India
From new generation to legacy NEs with varying capabilities
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CDR Program at BSNL is one of the most complex and true transformation program
Largest ever IT Consolidation (from 334 SSAs to 4 DCs) and process standardization
attempt
It has all round impact across People, Process, Technology and above all the Customers
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What Does This Transformation Mean to
BSNL
DC Consolidation: Reduction in costs
thru consolidation from 334 locations to
4; leading to efficiency in operations
Convergence capabilities: Lead to better
quality of customer servicing and ensure
high customer satisfaction
BSNL repositioned
• Convergence
Capabilities
• Efficiency in
Operations
• Agility
• Better
Governance
• Regulatory
Compliance
Centralized control: leading to swifter
decision making, faster time to market
and cascading across BSNL
Unified process: Standardized common
documented processes, Operating
Procedures, increased leverage of
people and reduced margin for error
Enable BSNL to regain its competitive advantage through improving operational
efficiencies enhance its profitability
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What Does This Transformation Mean to
OUR CUSTOMER
• One Customer - One bill, Different Services
• CDR based billing instead of MCU (OMR – CMR)
based billing
• Landline, Broadband, CLINET
• Value added services.
• Customer Hierarchy and customer specific
discounts
• Single corporate bill for services across SSAs,
across zones.
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What Does This Transformation Mean to
OUR CUSTOMER
•
•
•
•
•
Choice of Tariff Plans
New schemes like Friends and family
Combo plans linking landline and broadband
Plan change on any day of the month
Ease of payments; payment against customer
account instead of invoices.
• Web Self Care
• Centralized call centre
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What Does This Transformation Mean to
OUR CUSTOMER
• Uniform Bill format
• Previous unpaid bills and last payment reflected in
current invoice.
• Late fee
• Change of concept of free calls to make it more
customer friendly (shortly to be introduced)
• Uniform Customer service across the zone – Single
window service.
• Product and tariff rollout moved from switches to IT
systems – Better control and better customer
satisfaction.
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IT Project Circle