CDR Based Customer Care and Convergent Billing IT Project Circle CRM Overview (CDR)

Salient Features of CRM One instance in each zone (4 zones) Integrated with other modules of OSS/BSS like Order Management, Billing, Payment Management System (PMS) and Web Self Care (part of CRM) and IVRS. Presents a complete overview of customer information. Presents a front end screen for Customer Service Representative (CSR), Commercial officer, Accounts Officer, Call centre executive and the Management. A web based software available to the end user through BSNL CDR Intranet. Siebel CRM in South-East zones; SAP CRM in North- West zones.

Services in CDR CRM Landline Broadband and other NIB services like CLINET PCO ISDN Centrex FLPP CUG PABX / Call Hunting PRBT and other value added services

Functional Areas in CRM –Customer Management Prospects/Waitlist/Hierarchy/Customers –Order Management Sales Orders/Service Orders capture and management –Service Assurance Fault Reports/Complaints/Escalations –Product Management Products/Plans creation & management in line with billing –Web Self Care Subscriber self services, viz – bill view, payments, services & complaints booking –Analytics Reports Reports of above functional areas like number of connections provided, number of service requests completed/pending etc.

Special Processes in CRM –Adjustments/Refinance requests –Deposits/Payments/Refunds/Bank Guarantee –Billing redirection –E Stapling support (customer identification, Hierarchy) –CTI / IVRS integration –Customer order milestones status –Payment updation from PMS once in a day –SMS/ integration for campaigns, escalation alerts and customer updates

6 PAN India Appreciating Complexity Never before has had a single project interfaced with >3000 Network Elements (NE).. From new generation to legacy NEs with varying capabilities

CDR Program at BSNL is one of the most complex and true transformation program 7 Largest ever IT Consolidation (from 334 SSAs to 4 DCs) and process standardization attempt It has all round impact across People, Process, Technology and above all the Customers

What Does This Transformation Mean to BSNL 8 Enable BSNL to regain its competitive advantage through improving operational efficiencies enhance its profitability BSNL repositioned Convergence Capabilities Efficiency in Operations Agility Better Governance Regulatory Compliance Convergence capabilities: Lead to better quality of customer servicing and ensure high customer satisfaction DC Consolidation: Reduction in costs thru consolidation from 334 locations to 4; leading to efficiency in operations Unified process: Standardized common documented processes, Operating Procedures, increased leverage of people and reduced margin for error Centralized control: leading to swifter decision making, faster time to market and cascading across BSNL

What Does This Transformation Mean to OUR CUSTOMER One Customer - One bill, Different Services CDR based billing instead of MCU (OMR – CMR) based billing Landline, Broadband, CLINET Value added services. Customer Hierarchy and customer specific discounts Single corporate bill for services across SSAs, across zones. 9

What Does This Transformation Mean to OUR CUSTOMER Choice of Tariff Plans New schemes like Friends and family Combo plans linking landline and broadband Plan change on any day of the month Ease of payments; payment against customer account instead of invoices. Web Self Care Centralized call centre 10

What Does This Transformation Mean to OUR CUSTOMER Uniform Bill format Previous unpaid bills and last payment reflected in current invoice. Late fee Change of concept of free calls to make it more customer friendly (shortly to be introduced) Uniform Customer service across the zone – Single window service. Product and tariff rollout moved from switches to IT systems – Better control and better customer satisfaction. 11

IT Project Circle