Functions

SFA module

1. Maintaining unified customer database:
1. Customizing customer accounts, contact person profiles, and sale profiles;
2. Checking on having “similar” customers in the base while adding a new one (on title, e-mail, phone);
3. Storing history of relationships with customers (including the events such as granting services and changing their statuses, receiving payments from customers, changing sales statuses, changing values in customer profiles, changing customers’ curators);
4. Analyzing customer database in various dimensions through build-in flexible report generator;
5. Surveying customers through  customized questionnaires with extensive statistics on derived data;
2. Notifying customers:
1. Maintaining E-mail lists on selected customers;
2. Personification of the messages being sent;
3. Informing customers by E-mail on the operation activities while processing their requests.
3. Maintaining a catalogue of the company’s products and services:
1. Keeping an up-to date catalogue of the company’s services;
2. Configuring profiles of the service types.
4. Recording contacts with customers:
1. Recording free text notes in customer accounts and sales profiles;
2. Accounting for both planned and actual contacts;
3. Configuring notifications on violating planned actions by managers (escalation).
5. Supporting long sales cycles:
1. Maintaining a catalogue of sale templates with predefined sets of possible statuses and transitions;
2. Configuring a set of parameters for a sale status (conditions of the status change, visibility of the sale attributes in the status, planned contacts with a customer in the course of transition from the status to another one , etc.);
3. Registering and handling sales in accordance with preconfigured templates;
4. Controlling planned durations of statuses in the sales cycle;
5. General and detailed reporting on the sale statuses in various dimensions  (by sale templates,  by sale managers, by sale locations, etc.) i.e. displaying the sales cone;

Short description of the customer subscription process in SFA module

1. Registering a request for a service subscription by an operator (with automatic creation of the customer account, the sale profile, and the service profile).
2. Transferring the request to the sales department.
3. Processing the request by a manager, transferring it to the technical department to  determine the possibility to grant the service.
4. Registering the reply of a technical expert, returning the request to the sales department.
5. Registering a contract with the “planned” service, generating the documents in accordance with customized forms.
6. Recording the contract signature in the customer account, and the deposit of the contract payment.
7. Transferring the request to the technical department for the service activation.
8. Activating the service in the technical department.
9. Request handling process completes.

By automating the described process telecom operators are able:

• To regulate and put in order the process of subscribing customers for services, clearly assign the responsibility zones at every stage of the process;
• To control conditions and duration of the every process stage, to escalate the request according to certain rules if the conditions and/or duration are breached;
• To ease routine activities of the managers in the part of preparing contractual documents, and to reduce the number of errors;
• To avoid “double entry” of information to different systems (SFA, Service Desk, billing), thus decreasing the number of possible errors.

Service Desk module

1. Establishing a multilevel service desk:
1. Creating a single entry point for the customer service calls;
2. Registering service calls that arrive via phone, E-mail or web;
3. Providing service desk operators with tools for fast resolution of typical problems, such as knowledge base, search scenarios and trouble resolution scripts;
2. Configuring flexible service call resolution process:
1. Classifying service calls by types, with optional configuration of the service call attributes and service call workflow for each type;
2. Distributing service calls either to technical experts or to workgroups of technical experts;
3. Escalating service calls up to the management level in the cases when agreed upon service levels or service call resolution deadlines are breached;
4. Notifying all process participants by E-mail, for example, automatic notification of experts about new calls that are transferred to them, automatic notification of service call originators on resolving their problems, etc.;
5. Recording history of all customer service calls in whole and on every service that is delivered to them.
3. Maintaining a database of network resources for every customer.
1. Optional binding of the customer serv