CCM - Developed by BSNL Inhouse team

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Complaint Web Portal Serving in SouthZone (At Present )

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 Scope & Objective

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

Scope 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.

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

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

CCM Website : http://10.32.240.198/CCM

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

Introduction - CCM

About CCM  A Web Based Customer Care Manager  For GSM Customers (Prepaid / Postpaid)  For CDMA Customers (Prepaid / Postpaid)

 For Wimax Customers (Prepaid / Postpaid)  For South Zone Customers (5 circle)

CSR/CSC/CC can get …

 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  Complaint Disposal by respective Nodes. (upon closure of complaint SMS will be sent)  Register Any Service Like ….

FAF / Post to Pre or Pre to Post/ SIM Swap / Activate or Deactivate VAS….  Get details about Tariff / Special Tariff Vouchers  Get Flash News to know Promotion / Seasonal Offers, New Plan Introduction /Change  On line Info about the Sub profile, CDRs of Voice / DATA / Content Provider / SMSC

About CCM

 Scope & Objective

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

LEVEL - I CSR /CSC Call Center Franchisee

LEVEL - II

Nodal Officer (Circle Level)

+

LEVEL - III Prepaid IN Billing HLR

CCM

MMSC GMSC SMSC SGSN GGSN

BSNL Officer Portal User (through Internet)

+ GM Office ( Report )

Work Flow

VAS Node PRBT CTOPUP

 Scope & Objective

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

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

Features - Sub Profile

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

 Complaint History / VAS History

Features - Sub Profile (Post paid)

      

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)

Features - Complaint Booking - I

Existing Case NO

TN 180412 3 4519 Circle

DD/MM/YY

GSM

Sl. No.

1) Adv. Easily Traceable 2) Year also included in the case_no Proposed Case NO

D18 TN 3 04519 MonthDD Circle GSM

Sr. No.

1) Decoding of Month is required… 2) Year field is missing

Features – Case No Format

Complaint Tracking by

Case No MSISDN Booked Section Booked User

Closed Status Complaint History Pending Status with Contact Info to follow up

Complaint Tracking

Complaint Disposal ..

Category with Count Each Case Details Can be Viewed Complaint Reassign to Another Node Complaint Disposal Description SMS to customer on completion ContentProvider Activation,Deactivation & Refund Complaints Extended directly to Concerned CP thru Internet Public IP http://117.239.71.100:3390

Complaint Disposal

SIM Swap Post _to_pre Pre_to_post Get PUK Code

F&F Provision Voucher Status Get SIM SIM Block

Services…

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

Services…

(South Zones)

 Scope & Objective

 Introduction of CCM  Work Flow  Features of CCM  Report & Monitoring thru CCM  System Improvements (after effects)  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 :