training FOR TRAINER

1. CATALIST overview & Account Management training FOR TRAINER Customer Assistant Through Automated, Lean & Integrated System Senin, 5 Mei 2014 Hotel Tentrem , Yogyakarta

2. Agenda Training CATALIST – High Level Overview & CRM Basics Bab 1: Bab 2: Bab 3: Account Management Overview Corporate Customer Account Customer Account Bab 5: Bab 4: Billing Account Service Account

3. Agenda Training CATALIST – High Level Overview & CRM Basics Bab 1: Bab 2: Bab 3: Account Management Overview Corporate Customer Account Customer Account Bab 5: Bab 4: Billing Account Service Account

4. CATALIST – High Level Overview & CRM Basics

5. Objektif CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Setelahmenyelesaikanmodulini, andadapat : • Memahami Existing systems vs. TO BE CATALIST system • Memahami High Level CATALIST functionalities • Memahami CATALIST danintegrasinyadengansistempendukung • Siebel CRM Quick-Walkthrough and generalization

6. Existing systems vs. TO BE CATALIST system CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account

7. High Level – CATALIST process & Entity CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Customer Direct order Customer 1. Lead & Opportunity 3. Order (Order ID) Account Account 2. Quote (Quote ID) Agreements / Entitlements, Design Doc, etc. Agreements / Entitlements 2. Quote Item (Quote Item ID) 3. Order Item (Order Item ID) Quote to Order Product Selection Product Asset (Layer3 MPLS) Assetization Order Completion 2 & 3 CPE Inventory & Network Inventory Service ID A B Legend: 2 & 3 Fixed Phone Number Inventory CATALIST SUPPORTING ENTITY CATALIST MAIN BUSINESS PROCESS 4. Service Monitoring & Assurance Offline Supporting document

8. High Level – Integration Systems CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account RBM IN FOSS Billing & Rating Processes: Customer/Service Registration, Adjustments, Dunning, Inquiries, etc… Matrix Card Management: Number Inquiry, SIM Card Management, etc… CRM Oracle SIEBEL Matrix Service Provisioning: Add Services, Remove Services, Modify Services, etc… Network Trouble Ticket: Escalation to Backend team, Single TT capturing mechanism, etc… TERTIO REMEDY

9. CATALIST Siebel CRM Walkthrough User Guideline Siebel Overview

10. Agenda Training CATALIST – High Level Overview & CRM Basics Bab 1: Bab 2: Bab 3: Account Management Overview Corporate Customer Account Customer Account Bab 5: Bab 4: Billing Account Service Account

11. BAB 1 – Account Management Overview

12. Objektif Modul CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Setelahmenyelesaikanmodulini, andadapat : • Memahamijenis – jenis customer segment • Memahamijenis – jenis customer type yang dipakai di sistem CATALIST danpemetaannyaterhadap customer segment • Memahamikonsep CCA, CA, BA, dan SA besertaHierarkinya.

13. Customer type and Segment CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Indosat Corporate customer segment:

14. Customer type and Segment CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Customer Type – CATALIST Corporate Perusahaan berskalabesar, biasanyamemiliki >100 karyawan(cth: Bank BerskalaNasional) SME Formal Perusahaan UKM (SME) yang memiliki basis legal / Formal (cth : Koperasi) Unit bisnis UKM (SME) yang tidakmemiliki basis legal (cth: Restoran) SME Entrepreneur Pelanggan individual yang menjadibagiandari Pelanggan Corporate (Cth : Key Person / Penghuniapartemen) Corporate Reference Operational PegawaiOperasional Indosat

15. Customer type and Segment CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Customer Type mapping ke customer segment Corporate Large Enterprise Wholesale SME Formal Small and Medium Enterprise SME Entrepreneur Small and Medium Enterprise Corporate Reference Operational

16. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • 4 Tipe Account Entity Corporate Customer Account Group Account yang menjadi basis pengumpulanpelanggan yang berada di bawahsatu Perusahaan Induk. Customer Account Account entity yang melakukan legal bisnisdandicatatsebagaipelanggan Indosat. Child Account dariCustomer account. Account Entity yang melakukantransaksikeuanganberkaitandenganjasa yang diterimaolehpelanggan Billing Account Child Account daribilling account. Account Entity yang menerimajasadari Indosat Service Account

17. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Setiap account entity memiliki PIC Corporate Customer Account PIC Customer Account PIC Corporate PIC Billing Billing Account PIC Technical Service Account

18. Account entity Hierarchy example CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account

19. Account entity Hierarchy comparison CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Komparasidengan DJ Online Account structure Tidakmemiliki entity Corporate Customer Account Satu Customer account bisamemilikilebihdarisatu billing account Tidakmemiliki Service Account Satu Billing Account hanyamemilikisatu service

20. Account entity Hierarchy comparison CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Komparasidengan ICARE Account structure Tidakmemiliki entity Corporate Customer Account. Customer account bisamenjadi child account dari customer account lainnya Satu Customer account bisamemilikilebihdarisatu billing account Tidakmemiliki Service Account Satu Billing Account bisamemilikibanyak asset

21. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Bank Central Asia (Corporate Customer)

22. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Global Partner (Corporate)

23. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Koperasi ABC (SME Formal Customer)

24. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Restaurant XYZ(SME Entrepreneur Customer)

25. CATALIST Account entity Hierarchy CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Mr. BagusBahana (Corporate Reference customer)

26. CATALIST Account management terminologies CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account

27. Agenda Training CATALIST – High Level Overview & CRM Basics Bab 1: Bab 2: Bab 3: Account Management Overview Corporate Customer Account Customer Account Bab 5: Bab 4: Billing Account Service Account

28. BAB 2 – Corporate Customer Account 2.1 Create Corporate Customer Account (prospect) 2.2 Create Corporate Customer Account (New & Active)

29. Objektif Modul CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Setelahmenyelesaikanmodulini, andadapat : • Membuat Corporate Customer Account • Memahamiinformasi yang wajibdiisipadasaatmembuat corporate customer account • Memahami lifecycle Corporate Customer Account

30. 2.1 Create Corporate customer account (prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Definisi Corporate Customer Account (CCA) : Group Account yang menjadi basis pengumpulanpelanggan yang berada di bawahsatu Perusahaan Induk. • CCA bertujuanuntuk : • Menggabungkanbeberapa customer yang beradadalamsatu group / holding company yang sama • CCA yang berstatus prospect, adalah CCA sebelumpelangganresmimenjadipelanggan Indosat

31. 2.1 Create Corporate customer account (prospect) - Lifecycle CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account

32. 2.1 Create Corporate customer account CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Deskripsikasus • PT. Bank Central Asia Inginmenggunakan mobile product, MIDI danIphonedari Indosat. Dalamhalini, service yang diinginkanadalah : • 100 Mobile Number (IDR) • Fixed Connectivity (IDR) • TV Link (USD) • PT. Bank Central Asia menjadi entity yang akanmelakukan deal denganpihak Indosat. • Penanggungjawabdaridivisi IT adalahBpk. AgungLaksana • Alamat PT. Bank Central Asia : Menara BCA, Grand Indonesia Lt. 15, Jl. MH. ThamrinNo. 1 , Menteng, Jakarta Pusat, 10310 • Transaksifinansial PT. Bank Central Asia di tanganiolehdivisi Finance & Accounting. • Penanggungjawabdaridivisi IT adalahIbu Miranda Agustina • Alamat PT. Bank Central Asia : Menara BCA, Grand Indonesia Lt. 15, Jl. MH. Thamrin No. 1 , Menteng, Jakarta Pusat, 10310

33. 2.1 Create Corporate customer account CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Deskripsikasus • Produk mobile number akandibagikankepada 100 field agent PT. Bank Central Asia. • PenanggungjawabnomortersebutadalahBapakAndiAndara • Alamat PT. Bank Central Asia : Menara BCA, Grand Indonesia Lt. 15, Jl. MH. Thamrin No. 1 , Menteng, Jakarta Pusat, 10310 • Produk Fixed Connectivity akan di install di MenaraBCA. • Penanggungjawabinstalasidari BCA adalahBapak Tommy Djaya • Alamat PT. Bank Central Asia : Menara BCA, Grand Indonesia Lt. 15, Jl. MH. Thamrin No. 1 , Menteng, Jakarta Pusat, 10310 • Produk TV Link akan di install di Bank BCA kantorcabangPondok Indah. • Penanggungjawabinstalasi TV Link adalah Bp. IndraDuradja • Alamat Bank BCA K.C Pondok Indah : Wisma BCA Pondok Indah, Jln. Metro Pondok Indah Jakarta Selatan 12310

34. 2.1 Create Corporate customer account CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Diagram Account Hierarchy untukcontohkasus Bank BCA 1. Create CCA

35. 2.1 Create Corporate customer account (Prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account CCA Status : Prospect Klik “New” and enter CCA mandatory information Login to CATALIST application and goes to customer screen Goes to CCA screen list Account Executive Save the information Informasi yang wajibdiisisaatmengisiCA dengan status prospect CCA registered in CATALIST with status “Prospect”

36. 2.1 Create Corporate customer account (Prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Kliktombol “new” pada screen corporate customer account, danisilahinformasi yang mandatory

37. 2.1 Create Corporate customer account (Prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Simbol yang digunakandalam Account entity UI adalahsebagaiberikut :

38. BAB 2 – Corporate Customer Account 2.1 Create Corporate Customer Account (prospect) 2.2 Create Corporate Customer Account (New & Active)

39. 2.2 Create Corporate customer account (New & Active) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • CCA dengan status New berarti Customer tersebuttelahresmimenjadi customer Indosat (FAB telah di tandatangani) • CCA dengan status Active berartiCustomer tersebuttelahresmimenjadi customer Indosat (FAB telah di tandatangani) daninformasi customer sudahterdaftar di Billing system (RBM)

40. 2.2 Create Corporate customer account (New & Active) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account CCA Status : Active CCA Status : New Klik “Create CCA” to register CCA in RBM CCA registered in RBM with status “Active” Login to CATALIST application and goes to customer screen Goes to CCA screen list CCA registered in CATALIST with status “New” Query and choose the prospect CCA Sales Operation Complete CCA contact and address information Klik “convert prospect to customer”

41. 2.2 Create Corporate customer account (New & Active) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Informasi yang wajibdiisisaatmengisi CCA sebelummerubah status CCA dari “prospect” menjadi “new” : CCA information CCA contact information CCA address information

42. 2.2 Create Corporate customer account (New & Active) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Klik “Convert Prospect to customer” Customer status berubahdari ”prospect” menjadi “New”

43. 2.2 Create Corporate customer account (New & Active) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account Klik “create CCA” untukregistrasi CCA di RBM Customer status berubahdari ”New” menjadi “Active”

44. Exercise 1 – Create CCA ISAT-CWIO-030-DOCX - User Guide Document - Account Management - Create CCA v1.0.docx

45. Agenda Training CATALIST – High Level Overview & CRM Basics Bab 1: Bab 2: Bab 3: Account Management Overview Corporate Customer Account Customer Account Bab 5: Bab 4: Billing Account Service Account

46. BAB 3 – Customer Account 3.1 Create Customer Account (Prospect) 3.2 Customer Statement Flag 3.3 Create Customer Account (New & Active) 3.4 VIP Customer

47. Objektif Modul CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Setelahmenyelesaikanmodulini, andadapat : • Membuat Customer Account, CA Contact, dan CA address • Memahamiinformasi yang wajibdiisipadasaatmembuat Customer Account denganberbagaitipe customer • Memahami lifecycle Customer Account • MemahamiFitur Check Eligibility • MemahamiFitur Customer statement Flag

48. 3.1 Create Customer Account (prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Definisi Customer Account (CA) : Account entity yang melakukan legal bisnisdandicatatsebagaipelanggan Indosat. • Pembuatan CA bertujuanuntuk : • Pencatataninformasi customer dan PIC dari customer • Background check terhadap CA melalui Check Eligibility • Pengaktifanfitur Invoice Summary report dilakukansaatpembuatan CA • CA yang berstatus prospect, adalah CA sebelumpelangganresmimenjadipelanggan Indosat

49. 3.1 Create Customer Account (prospect) - Lifecycle CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account

50. 3.1 Create Customer Account (prospect) CATALIST – High Level Overview & CRM Basics Account Management Overview Corporate Customer Account Customer Account Billing Account Service Account • Diagram Account Hierarchy untukcontohkasus Bank BCA 2. Create CA