Complaint Web Portal Serving in SouthZone (At Present )

Scope & Objective Scope & Objective Work Flow Work Flow Introduction of CCM Introduction of CCM Features of CCM Features of CCM Report & Monitoring through CCM Report & Monitoring through CCM Feedback to System Improvements.. Feedback to System Improvements.. Future Developments in CCM.. Future Developments in CCM..

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. Scope 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 Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements (after effects) System Improvements (after effects) Future Developments in CCM Future Developments in CCM

CCM Website : Designed to meet the objectives with server located at Coimbatore.Used by SouthZone (AP,KL,KT,CH & TN Circles) for all Cellular CustomerCares.

CSR/CSC/CC can get … About CCM A Web Based Customer Care Manager For GSM Customers (Prepaid / Postpaid) For CDMA Customers (Prepaid / Postpaid) For Wimax Customers (Prepaid / Postpaid) FAF / Post to Pre or Pre to Post/ SIM Swap / Activate or Deactivate VAS…. 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 Register Any Service Like …. Get details about Tariff / Special Tariff Vouchers Get Flash News to know Promotion / Seasonal Offers, New Plan Introduction /Change For South Zone Customers (5 circle) On line Info about the Sub profile, CDRs of Voice / DATA / Content Provider / SMSC Complaint Disposal by respective Nodes. (upon closure of complaint SMS will be sent)

Scope & Objective Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements (after effects) System Improvements (after effects) Future Developments in CCM Future Developments in CCM

Nodal Officer (Circle Level) + + GM Office ( Report ) CSR /CSC Franchisee Portal User (through Internet) Call Center BSNL Officer LEVEL - I LEVEL - IILEVEL - III Prepaid IN Billing HLR MMSC GMSC SMSC SGSN GGSN VAS Node PRBT CTOPUP CCM

Scope & Objective Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements (after effects) System Improvements (after effects) Future Developments in CCM Future Developments in CCM

Sub Profile Info such as … PrePaid Plan / Status(Active) / Expiry Details Balance about voice / Boosters Address Details (Genuineness of Customers) Complaint History / VAS History HLR info OG / Incoming barred status, PRBT Provision

Sub Profile Info such as … Post Paid Plan / Status(Active) / Expiry Details Bills & Payments Address Details HLR info Complaint History / VAS History

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)

Existing Case NO TN Circle DD/MM/YY GSM Sl. No. 1) Adv. Easily Traceable 2) Year also included in the case_no Proposed Case NO D18 TN MonthDD Circle GSM Sr. No. 1) Decoding of Month is required… 2) Year field is missing

Case No MSISDN Booked Section Booked User Closed Status Complaint History Pending Status with Contact Info to follow up Complaint Tracking by

Category with Count Each Case Details Can be Viewed Complaint Reassign to Another Node Complaint Disposal Description SMS to customer on completion Complaint Disposal.. ContentProvider Activation,Deactivation & Refund Complaints Extended directly to Concerned CP thru Internet Public IP

SIM Swap Post _to_pre Pre_to_post Get PUK Code F&F Provision Voucher Status Get SIM SIM Block 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 (South Zones)

Scope & Objective Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements (after effects) System Improvements (after effects) Future Developments in CCM 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 : 7 days)

Scope & Objective Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements (after effects) System Improvements (after effects) Future Developments in CCM 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

Scope & Objective Scope & Objective Introduction of CCM Introduction of CCM Work Flow Work Flow Features of CCM Features of CCM Report & Monitoring thru CCM Report & Monitoring thru CCM System Improvements System Improvements Future Developments in CCM Future Developments in CCM

CSR /CSC Call Center Franchisee Portal User Through SMS (help to 53733) Disposal via Public IP  Through Internet IP (Public Domain)  Through Mobile Phone (WAP)  Through Touch Screen  and much more…. Existing Access of CCMFuture Access to

Customer satisfaction 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