CDR Based Customer Care and Convergent Billing

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

2. 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.

3. 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

4. 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.

5. 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/E-mail integration for campaigns, escalation alerts and customer updates

6. Appreciating Complexity Chandigarh Chandigarh Chandigarh (DC (DC (DC - - - N) N) N) SSA86 SSA86 SSA86 SSA1 SSA1 SSA1 (N) (N) (N) (N) (N) (N) SSA SSA SSA PUNE PUNE PUNE 86 86 86 SSAs SSAs SSAs Kolkata Kolkata Kolkata SSA2 SSA2 SSA2 n n n (DC (DC (DC - - - W) W) W) (N) (N) (N) (N) (N) (N) (DC (DC (DC - - - E) E) E) SSA m SSA m SSA m SSA3 SSA3 SSA3 (N) (N) (N) (N) (N) (N) SSA10 SSA10 SSA10 SSA1 SSA1 SSA1 5 5 5 SSA86 SSA86 SSA86 SSA SSA SSA SSA1 SSA1 SSA1 SSA SSA SSA SSA SSA SSA (w) (w) (w) (w) (w) (w) (E) (E) (E) z z z (E) (E) (E) y y y x x x SSA SSA SSA (N) (N) (N) SSA SSA SSA (N) (N) (N) 105 105 105 SSAs SSAs SSAs (N) (N) (N) SSA2 SSA2 SSA2 n n n 72 72 72 SSAs SSAs SSAs SSA2 SSA2 SSA2 n n n (w) (w) (w) (W) (W) (W) (E) (E) (E) (E) (E) (E) SSA m SSA m SSA m SSA3 SSA3 SSA3 SSA m SSA m SSA m SSA3 SSA3 SSA3 (W) (W) (W) (w) (w) (w) (E) (E) (E) (E) (E) (E) SSA SSA SSA Hyderabad Hyderabad Hyderabad SSA SSA SSA SSA SSA SSA SSA SSA SSA SSA SSA SSA z z z SSA SSA SSA y y y x x x z z z (DC (DC (DC - - - S) S) S) y y y (w) (w) (w) x x x (w) (w) (w) (w) (w) (w) (E) (E) (E) (W) (W) (W) (E) (E) (E) SSA86 SSA86 SSA86 SSA1 SSA1 SSA1 (S) (S) (S) (S) (S) (S) SSA SSA SSA SSA2 SSA2 SSA2 70 70 70 SSAs SSAs SSAs n n n (S) (S) (S) (S) (S) (S) SSA m SSA m SSA m SSA3 SSA3 SSA3 (S) (S) (S) (S) (S) (S) SSA SSA SSA SSA SSA SSA SSA SSA SSA z z z y y y x x x (S) (S) (S) (S) (S) (S) (S) (S) (S) Never before has had a single project interfaced with >3000 Network Elements (NE).. From new generation to legacy NEs with varying capabilities PAN India 6

7. CDR Program at BSNL is one of the most complex and true transformation program 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 7

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

9. 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

10. 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

11. 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

12. Thanq very much Any ? IT Project Circle