1. Liberate Boot Camp Miami May 2014 13-24 May

2. Customer Management L IBERATE 2Liberate Boot Camp| 14-23 May

3. Customer Management – who, what and why? 3Liberate Boot Camp| 14-23 May

4. Customer Management – who, what and why? 4 NEW ADDRESS NEW PHONE No. UPGRADE SERVICE NEW TARIFF DIFFERENT BILL DATE NEW SIM CARD NEW HANDSET NEW CONTACT DETAILS TRANSFER SERVICE SUSPEND SERVICE NEW CONTRACT REMOVE PRODUCT Liberate Boot Camp| 14-23 May

5. 5 Customer Management e.g. 19000013—0000 Customer is given an 8-digit number, with the first 2 digits indicating the year when the Customer was created Top Level Account is a 12-digit number : Customer Number + 0000 Service (=Primary Product) is provisioned under an Account Secondary Products are provisioned under a Service e.g. 19000013 e.g. ADSL 8GB e.g. modem Sub-Account can be Level 1 (e.g. 0200) or Level 2 (e.g. 0201) e.g. 19000013—0200

6. Customer Management – Customer and Account Level 6 Customer Level: “Customer Details” are accessed from the Dashboard What can be amended: Address, Name, ID, Contact.. Clone Customer Account Level: “Accounts Details” are accessed from the Dashboard What can be amended: Address, Name, ID, Contact…. Add / Clone Sub-Account Close Account Day of Billing, Billing Account, Direct Debit, Pricing Plans, Deposits ROS / WOS (Restoration of Service / Withdrawal of Service) Properties Liberate Boot Camp| 14-23 May

7. Customer Management – Service Level 7 Service level amendments done through Service Orders are divided into four types: Provide (Provide Secondary Product) Cease (Cease Product, Cease Service) Alter: ARN – Alter Renter (= Transfer Service) ASN – Alter Service Number ALP – Alter Line (Primary) Product APR – Alter (Secondary) Product ACH – Alter Cellular Handset ASC – Alter SIM Card APP – Alter Pricing Plan ADP – Alter DEL to PBX APD – Alter PBX to DEL Other: CFR / PAR – Cease for Removal / Provide After Removal (House Move) CES / CFS / PES (Cease For Stop / Cease For Stop & Removal / Provide From Stop) TOS / ROS (Temporary Withdrawal of Service / Restoration Of Service) DES / RES (Disconnect For Safekeeping / Reconnect From Safekeeping) Liberate Boot Camp| 14-23 May

8. Service Provision on Liberate – Flow Configuration Liberate Boot Camp| 14-23 May8 Site “Miami” High priority sequence Low priority sequence Cease sequence Res Sales000 Bus Sales000 Credit Control10 N/A Installation102010 Exchange103010 Accounts204020 Directory Entry305030 DEPARTMENTS DEPARTMENT SEQUENCE

9. Customer Management – Service Level 9 Service level amendments that do not need a Service Order include maintenance of the following data and information: Address, Call Monitoring Details etc. (using Amend Service Details process) Installation Updates (MAC Address, Installation Address etc.) Product Fields Contract Price Variations and Fixed Rentals Pricing Plan Service Charges Adjustments Direct Debit Properties Routing (Line Plant) Payments Adjustments Service Charges Queries Faults Liberate Boot Camp| 14-23 May

10. Customer changes can be required at various levels: Customer Account Service Product Some changes require a Service Order – other do not, but most are audited. Alter and Cease Service Orders all require a Command Profile (for a specific Command), in the same way Provision Service Orders do. Some changes require a specific user privilege (e.g. Price Variation or Pricing Plan) but in most cases user access is controlled by Liberate menus. Customer Management 10Liberate Boot Camp| 14-23 May