Service Charging Platform

1. Service Charging Platform

2. Customer Relationship Management (CRM) Modules • Plan Management Enables the definition of Plans in the system that are later attached to Subscribers. Plans offer a highest level abstraction to classify Subscribers. • Account types (pre-paid or post-paid or combination) • Taxation rates • Available Billing Cycles • Charge Head definitions

3. Customer Relationship Management (CRM) • Product Catalog Management Enables a Service Provider to create customer facing products using Service Offerings. They differ in their features, quotas or quality of service or any combination thereof. • Manage Product Offerings • Bundled quota offerings • Manage Subscription Charges • Manage Plan Offerings • Plan Service Offerings • Plan Counter Offerings • Manage Bundled Offerings

4. Customer Relationship Management (CRM) • Bundle Service Offerings • Bundle Counter Offerings • Value Added Service Offerings • Add-On Feature Offerings • Add-On Counter Offerings • Pricing Management

5. Customer Relationship Management (CRM) • Offering Management • Customer Facing Service Offering • Counter Offering • Partner Offering

6. Customer Relationship Management (CRM) • Customer Data Management Provides all types of extra customer data management as might be required by any other product’s functional or operational needs • Customer Plan Management • Paying Party Management • Type Management (B2B, B2C, Enterprise) • Device Management • Billing Cycle Management • Contact Management • Create multiple contacts on-file

7. Customer Relationship Management (CRM) • Payment method management • Keep multiple payment methods on file • Personalization • Preference Management • Payment preferences • Contact preferences • Language preferences • Invoice preferences • GUI Look and feel preferences

8. Customer Relationship Management (CRM) • Service preferences • Service features like ring-tones • Contact method preferences • Parental control or other preferences • Customer Inventory Management (Logical / Physical / Network)

9. Customer Relationship Management (CRM) • Subscription Management Enables a Service Provider to activate products from the product catalog for individual customers. • Assign products to Subscribers • Plan Subscriptions • Bundle Subscriptions • Add-On Subscriptions • Value Added Services Subscriptions • Feature Subscriptions • Counter Offering subscriptions • Change Subscriptions • Prorations

10. Customer Relationship Management (CRM) • Product Market Management • Define Markets and coverage areas 

11. Customer Relationship Management (CRM) • Customer Self-Serve Portal An extendable class of portals used by all products where Customers can execute their use cases themselves. Comes with Web based interface and optionally may have SMS and IVR Based interfaces

12. Customer Relationship Management (CRM) • Captive Portals • Web based captive portals • IVR based captive portals

13. Customer Relationship Management (CRM) • SMS interface to Portals Offers a SMS based interface for all portals where users can send SMS messages and receive SMS messages. Requires a third party SMS gateway or connection to a SMSC

14. Customer Relationship Management (CRM) • IVR Interface to Portals Offers an IVR based interface for all portals where users can dial-in to a DID Number and are prompted with different voice responses and they can interact by dialing digits on their phones

15. Customer Relationship Management (CRM) • USSD Interface to Portals Provides USSD based interface to self-serve and other portals

16. Customer Relationship Management (CRM) • Alerts and Notifications • Multiple Transport Methods • Email Alerts • SMS Alerts • IVR Alerts

17. Customer Relationship Management (CRM) • Organizational Unit Management Allows to define sales or other departments within the Service Provider organization. Customers can then be attached to within an Organizational Unit

18. Customer Relationship Management (CRM) • Dunning and Churn Management Provides customer life cycle history and support for dunning and churn management

19. Customer Relationship Management (CRM) • Lead Management Allows to create email campaigns and track leads and the full life cycle of lead to account

20. Customer Relationship Management (CRM) • Campaign Management Send Emails and SMS messages to lead and track results

21. Customer Relationship Management (CRM) • Administration GUI

22. Customer Relationship Management (CRM) Business Use Cases • Service Management • Define new services • Define service profiles • Define CDR formats

23. Customer Relationship Management (CRM) • Plans Management • Account types (pre-paid or post-paid or combination) • Taxation rates • Available Billing Cycles • Charge Head definitions

24. Customer Relationship Management (CRM) Business Use Cases • Offering Management • Manage Service Offerings • Service Profiles • Manage Counter Offerings • Total Units and Sub-Units • Sub-Units initialization frequency • Matching Criteria • Based on Destination or Request-URI • Based on Time of Day

25. Customer Relationship Management (CRM) • Manage Product Catalog • Manage Subscription Charges • Bundled Service Offerings • Bundled Counter Offerings • Add-On Service Bundles • Add-On feature bundles • Add-On Counter Offerings

26. Customer Relationship Management (CRM) • Customer Management • Define new paying party accounts • Type Management (B2B, B2C, Enterprise) • Define new using party accounts within paying party accounts • Type Management (Main Account, Subsidiary Account) • Identity Management • username / passwords • Mac Addresses • IP Addresses

27. Customer Relationship Management (CRM) • PublicIDs • PrivateIDs • ANI/Calling numbers • PIN Numbers • Device Management • Billing Cycle Management • Contact Management • Create multiple contacts on-file • Payment method management • Keep multiple payment methods on file

28. Customer Relationship Management (CRM) • Personalization • Preference Management • Payment preferences • Contact preferences • Language preferences • Invoice preferences • GUI Look and feel preferences • Service preferences • Service features like ring-tones • Contact method preferences • Parental control or other preferences

29. Customer Relationship Management (CRM) • Assign Inventory (Logical / Physical / Network)

30. Customer Relationship Management (CRM) • Subscription Management • Assign products to Subscribers • Plan Subscriptions • Bundle Subscriptions • Add-On Subscriptions • Value Added Services Subscriptions • Feature Subscriptions • Counter Offering subscriptions • Change Subscriptions

31. Customer Relationship Management (CRM) • Inventory Management • Logical Inventory • DID Numbers • Physical Inventory • CPEs • Network Inventory • IP Addresses • BRAS Ports

32. Customer Relationship Management (CRM) • Portals • Subscriber Self-Serve • Agent Self-Serve • Franchisee / Partner Self-Serve • Vendor / Supplier Self-Serve • Customer Service Representative • Administrator • Interfaces • Web based • SMS based • IVR based

33. Customer Relationship Management (CRM) • Captive Portals • Web based captive portals • IVR based captive portals

34. Customer Relationship Management (CRM) • Alerts and Notifications • Multiple Transport Methods • Email Alerts • SMS Alerts • IVR Alerts