CRM Plus provides a fully integrated suite of functions to allow sales and customer service staff to manage all aspects of the customer lifecycle efficiently: from initial contact, to sales, post sales, and financial and marketing management. It helps improve the customer experience by enabling high quality, consistent customer service across all contact channels, including call centre, dealer outlet, online self-service and social media platforms. Integrated workflow management and automated processes enable streamlined operations whilst providing a complete audit trail of customer contact activities.

Optimised for telecoms services

Optimised for telecoms services

Optimised for telecoms services

CRM Plus is specifically designed to manage the business processes of a communications services provider

Improved customer experience

Improved customer experience

Improved customer experience

Real-time access to all information enables a rapid response to customer enquiries

Streamline your order-to-cash

Streamline your order-to-cash

Streamline your order-to-cash

Pre-integrated with Service Manager and Revenue Manager modules for end-to-end sales fulfilment

Multi-channel customer service

Multi-channel customer service

Multi-channel customer service

Deploy in call centres, retail outlets and with the optional Self Service module for online sales and self-service account management

Operational efficiency

Operational efficiency

Operational efficiency

Integrated workflow management helps streamline key business processes, with automated procedures and task dependencies to ensure a consistent quality of service is delivered

Single source of the truth

Single source of the truth

Single source of the truth

A single system for managing the complete lifecycle of customers, products, services and revenues

Key Features

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360º customer view

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

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360º account view

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.

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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.

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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.

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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.

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Centralised document handling

CRM Plus provides a comprehensive and fully integrated suite of functions to manage all types of document and to automate document handling as much as possible. This includes managing customer contracts, bills, collection letters and other more general communications.

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Prepaid-postpaid convergence

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.

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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.

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Workflow management

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.

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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

Customer Case Study


Cable & Wireless Communications (CWC), a full-service telecommunications provider in the Caribbean and Latin America and now part of Liberty Global (LiLAC Group), partnered with Cerillion for a major BSS replacement programme.

Find out how Cerillion has helped CWC:

• Migrate from multiple legacy systems to a new corporate solution
• Streamline business processes across 13 countries
• Unify its CRM for quad-play service offerings
• Accelerate order processing
• Reduce call centre handling times
Product Settings

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