CRM Plus provides a 360º view of all customer information, offering a dashboard for CSRs and managers showing key indicators and any outstanding issues. All CRM functions are immediately accessible enabling authorised users to manage the complete customer lifecycle through an intuitive user interface.
- See all customer events and service information in real-time, whether initiated from the web, call centre or retail outlet
- View and maintain complex account hierarchies
CRM Plus provides a 360º view of all account information offering a summary of all financial information associated with an account. With drill down access to detailed items and the ability to carry out financial actions such as re-issuing bills, sending credit notes and suspending collection plans, CRM Plus provides a single point of entry for all account management activities.
Sales and order management
CRM Plus includes an intuitive sales management system and quotation engine to streamline your new sales and customer management processes. Configurable business rules determine the mandatory and optional steps required to complete a new sale or service change, guiding CSRs through the end-to-end process and initiating the requisite work orders and provisioning actions.
Secure access and user rights management
CRM Plus incorporates sophisticated staff management features to configure and control all users within a Service Provider organisation. Access to customer accounts can be restricted according to market segments, as well as varying levels of user access on a screen / function basis. Encrypted passwords and configurable password expiry ensure the highest levels of security and prevent unauthorised access to customer information.
Customer event management
CRM Plus includes a fully featured event management and trouble ticketing system. Customer events including tracking, re-assignment and escalation are managed through CSR work diaries. It helps CSRs to be more efficient with automation and wizards for complex transactions, and offers real-time service analysis for management action.
CSRs can also improve their productivity by using bulk changes to speed up many labour intensive tasks including changing tariff plans, clearing common trouble tickets, or provisioning a new service to a group of users.
CRM Plus provides a fully convergent approach to customer management. Prepaid customers can benefit from the same level of service as contract customers, including CSR access to statements of usage against a prepaid balance, and self-service functions through the Cerillion Self Service module.
CRM Plus also enables mixed account hierarchies, combining postpaid contracts with prepaid subscriptions, and the ability to migrate users between prepaid and postpaid. Marketing campaigns can be developed including prepaid subscriber profiling, helping to boost loyalty and stimulate increased usage amongst this traditionally volatile segment.
Advanced contract management
CRM Plus includes a powerful tool for templating, selling and amending customer contracts. This includes controls for viewing service contract state, support for early contract renewal and penalty fee waiving. This feature provides improved governance of customer contracts and CSR access to contract milestone dates and provides the operator with opportunities for upsell and churn prevention.
Centralised document handling
CRM Plus provides a comprehensive and fully integrated suite of functions to manage all types of document/email and to automate document handling as much as possible. This includes managing customer contracts, bills, collection letters and other more general communications.
CRM Plus incorporates a workflow management engine to ensure that promises to customers are kept, avoiding billing errors and customer complaints down the line. It controls key business processes including order management, sales, provisioning, collections and dunning, linking together both automatic actions and manual procedures to ensure that nothing is forgotten. New processes can be launched in a matter of minutes, and it also manages priorities and issue escalation.
CRM Plus provides a complete solution to the operation of a retail outlet including selling items of equipment to shop customers and accepting bill payments. With support for point of sale hardware such as barcode scanners, magnetic stripe readers, receipt printers and cash drawers, CRM Plus delivers a full integration of retail operations into the dealer environment.
Shop staff have all of the same facilities available as call centre staff to support product sales, service activations and payments. They can also carry out online credit card authorisation and check blacklists, whilst the cash till management ensures full accountability and financial control.
CRM Plus provides full support for a directory enquiries service. It includes a powerful directory module to enable management and production of printed telephone directories, or even publishing of online directories to the Internet. Individual entries can be maintained for each access number, including residential, business, classified and ex-directory numbers. Ex-directory entries are highlighted in red throughout CRM Plus, and automatically excluded from directory production.
Integrated physical inventory
CRM Plus incorporates a range of features to support physical inventory management for both mobile and fixed network resources, including:
- SIM Management
- Voucher Management
- Stock Management