Transcript CCM - Developed by BSNL Inhouse team

C
C
Complaint Web Portal
Serving in SouthZone (At Present )
M
 Scope & Objective
 Work Flow
 Introduction of CCM
 Features of CCM
 Report & Monitoring through CCM
 Feedback to System Improvements..
 Future Developments in CCM..
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
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements (after effects)
 Future Developments in CCM
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
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 ….
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
About CCM
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements (after effects)
 Future Developments in CCM
LEVEL - I
CSR /CSC
Call Center
Franchisee
LEVEL - II
Nodal Officer
(Circle Level)
+
LEVEL - III
Prepaid IN
Billing
HLR
CCM
MMSC
GMSC
SMSC
SGSN
GGSN
BSNL Officer
Portal User
(through Internet)
+
GM Office
( Report )
Work Flow
VAS Node
PRBT
CTOPUP
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements (after effects)
 Future Developments in CCM
Sub Profile Info such as …
 PrePaid Plan / Status(Active) / Expiry Details
 Balance about voice / Boosters
 HLR info OG / Incoming barred status, PRBT Provision
 Address Details (Genuineness of Customers)
 Complaint History / VAS History
Features - Sub Profile
Sub Profile Info such as …
 Post Paid Plan / Status(Active) / Expiry Details
 Bills & Payments
 HLR info
 Address Details
 Complaint History / VAS History
Features - Sub Profile (Post paid)







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
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
MonthDD Circle GSM
Sr. No.
1) Decoding of Month is required…
2) Year field is missing
Features – Case No Format
Complaint Tracking by
Case No
MSISDN
Booked Section
Booked User
Closed Status
Complaint History
Pending Status with
Contact Info to follow up
Complaint Tracking
Complaint Disposal ..
Category with Count
Each Case Details Can be Viewed
Complaint Reassign to Another Node
Complaint Disposal Description
SMS to customer on completion
ContentProvider Activation,Deactivation & Refund Complaints Extended directly to
Concerned CP thru Internet Public IP http://117.239.71.100:3390
Complaint Disposal
SIM Swap
Post _to_pre
Pre_to_post
Get PUK Code
F&F Provision
Voucher Status
Get SIM
SIM Block
Services…
CUG request
CTOP UP Transaction
PCPR Status
Portal Recharge Status
Voice CDR
Data CDR
SMSC CDR
CTOP-UP CDR
Content Provider CDR
PCPR CDR
Huawei IN / Siemens IN
Services…
(South Zones)
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements (after effects)
 Future Developments in CCM
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 …
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements (after effects)
 Future Developments in CCM
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..
 Scope & Objective
 Introduction of CCM
 Work Flow
 Features of CCM
 Report & Monitoring thru CCM
 System Improvements
 Future Developments in CCM
Existing Access of CCM
 CSR /CSC
 Call Center
 Franchisee
Future Access to




Through Internet IP (Public Domain)
Through Mobile Phone (WAP)
Through Touch Screen
and much more….
 Portal User
 Through SMS
(help to 53733)
 Disposal via Public IP
Future Development..
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
Thank you
C
C
M