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C ellular C ustomercare M anager

C ellular C ustomercare M anager. Complaint Web Portal Serving in SouthZone (At Present ). Scope & Objective Work Flow Introduction of CCM Features of CCM Report & Monitoring through CCM Feedback to System Improvements.. Future Developments in CCM. Scope.

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C ellular C ustomercare M anager

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  1. Cellular Customercare Manager Complaint Web Portal Serving in SouthZone (At Present )

  2. Scope & Objective • Work Flow • Introduction of CCM • Features of CCM • Report & Monitoring through CCM • Feedback to System Improvements.. • Future Developments in CCM..

  3. Scope A Web Based Customer Care Manager for the entire Zone to attend all type of complaints or requests for both Prepaid and Post Paid Customers With Workflow to respective Units/Sections. Objective • Single Window Solution for Prepaid and Postpaid Customers complaints • Single Window Solution irrespective of technologies (Siemens / Ericsson /Huawei) • Standardization of Complaint/Requests Handling Mechanism • Proper classification of complaints/requests • MIS - Proper recording and accounting of all complaints/requests • Convenience to Customer and for CSR/Field units staff and callcenter • Ultimate channel for complaint/requests Processing

  4. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements (after effects) • Future Developments in CCM

  5. CCM Website : http://10.32.240.198/CCM Designed to meet the objectives with server located at Coimbatore.Used by SouthZone (AP,KL,KT,CH & TN Circles) for all Cellular CustomerCares. Introduction - CCM

  6. About CCM • A Web Based Customer Care Manager • For GSM Customers (Prepaid / Postpaid) • For CDMA Customers (Prepaid / Postpaid) • For Wimax Customers (Prepaid / Postpaid) • For South Zone Customers (5 circle) CSR/CSC/CC can get … • Get Sub profile - Plan / Balance / Usage / HLR Info / Address / CAF details / Bills / Payments • Book Complaints based on Category / Receive Docket Number ( through SMS also) • Track the complaint to know the status • Complaint Disposal by respective Nodes.(upon closure of complaint SMS will be sent) • Register Any Service Like …. About CCM FAF / Post to Pre or Pre to Post/ SIM Swap / Activate or Deactivate VAS…. • Get details about Tariff / Special Tariff Vouchers • Get Flash News to know Promotion / Seasonal Offers, New Plan Introduction /Change • On line Info about the Sub profile, CDRs of Voice / DATA / Content Provider / SMSC

  7. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements (after effects) • Future Developments in CCM

  8. LEVEL - II LEVEL - III LEVEL - I CSR /CSC Prepaid IN Billing HLR Nodal Officer (Circle Level) Call Center + Franchisee CCM MMSC GMSC SMSC SGSN GGSN + BSNL Officer Portal User (through Internet) VAS Node PRBT CTOPUP GM Office ( Report ) Work Flow

  9. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements (after effects) • Future Developments in CCM

  10. Sub Profile Info such as … • PrePaid Plan / Status(Active) / Expiry Details Features - Sub Profile • Balance about voice / Boosters • HLR info OG / Incoming barred status, PRBT Provision • Address Details (Genuineness of Customers) • Complaint History / VAS History

  11. Sub Profile Info such as … • Post Paid Plan / Status(Active) / Expiry Details Features - Sub Profile (Post paid) • Bills & Payments • HLR info • Address Details • Complaint History / VAS History

  12. 256 Sub Category grouped to 33 –Categories for convenient booking • Network complaints (Roaming,Coverage,Call Handover etc..) • RTMS(Location Based Service Complaints) • Content Provider Complaints • Portal User(through Internet) • Tips for instant solving Complaints • Docket number for followup (SMS to customer also) Features - Complaint Booking - I

  13. Existing Case NO TN 180412 3 4519 Circle DD/MM/YY GSM Sl. No. 1) Adv. Easily Traceable 2) Year also included in the case_no Proposed Case NO D18 TN 3 04519 Features – Case No Format MonthDD Circle GSM Sr. No. 1) Decoding of Month is required… 2) Year field is missing

  14. Complaint Tracking by Case No MSISDN Booked Section Booked User Closed Status Complaint History Pending Status with Contact Info to follow up Complaint Tracking

  15. Complaint Disposal .. Category with Count Each Case Details Can be Viewed Complaint Reassign to Another Node Complaint Disposal Description SMS to customer on completion ContentProviderActivation,Deactivation & Refund Complaints Extended directly to Concerned CP thru Internet Public IP http://117.239.71.100:3390 Complaint Disposal

  16. SIM Swap Post _to_pre Pre_to_post Get PUK Code F&F Provision Voucher Status Get SIM SIM Block CUG request CTOP UP Transaction PCPR Status Portal Recharge Status Services…

  17. Voice CDR Data CDR SMSC CDR CTOP-UP CDR Content Provider CDR PCPR CDR Huawei IN / Siemens IN (South Zones) • Services…

  18. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements (after effects) • Future Developments in CCM

  19. Date wise Report Category Wise Report Node Wise Report CSR Level Nodal Level Circle Level Booked Details Completed Details Pending Details (date ref : <1 / <3 / >7 days) Reports …

  20. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements (after effects) • Future Developments in CCM

  21. After Implementation of CCM Node In charges (IN /HLR /OM / SMSC / GMSC / SGSN..) are Able to Analyze and Dispose the complaints quickly. Content providers are able to attend VAS related complaints effectively which results in customer satisfaction. CP Refund related complaints are processed in a systematic way and refunds are given to customers within a reasonable timeframe. Level 2 monitoring helps to monitor the performance of nodes and control the Pendency of complaints on day-to-day basis. SMS sent to customers at the time of booking as well as at the time of closing and customers themselves can book and track the complaint in portal ,thus meeting the TRAI guidelines . Customer Satisfaction • System Improvements..

  22. Scope & Objective • Introduction of CCM • Work Flow • Features of CCM • Report & Monitoring thru CCM • System Improvements • Future Developments in CCM

  23. Existing Access of CCM Future Access to • CSR /CSC • Call Center • Franchisee • Portal User • Through SMS • (help to 53733) • Disposal via Public IP • Through Internet IP (Public Domain) • Through Mobile Phone (WAP) • Through Touch Screen • and much more…. • Future Development..

  24. AIM Easy Accessibility Correct Possible information Any Service .. Pre /Post - GSM/CDMA /WI-MAX Fast Disposal of complaints Reduce Number of complaints Increase System Operations Efficiency Customer satisfaction

  25. Thank you Cellular Customercare Manager

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