Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Scribd Logo
Upload

Welcome to Scribd!

  • 2K views

    BSNL Customer Interaction System

    Uploaded by

    wimaxaaabgl
    The document provides an overview of BSNL's new Customer Interaction System software for handling customer cases. The system aims to reduce time gaps in resolving customer issues by integrating TRA, outdoor, commercial, and Udaan staff. It captures customer feedback during calls and routes it to the appropriate team for resolution. The system also guides customers to alternative plans and captures leads for new services. SSAs need to populate master data and templates to make the payment reminding feature live. Hubli SSA completed setup in July 2020 but observed issues like missing customer contact data and uncreated user accounts that were escalated to the circle office.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    BSNL Customer Interaction System

    Uploaded by

    wimaxaaabgl
    2K views23 pages
    The document provides an overview of BSNL's new Customer Interaction System software for handling customer cases. The system aims to reduce time gaps in resolving customer issues by integrating TRA, outdoor, commercial, and Udaan staff. It captures customer feedback during calls and routes it to the appropriate team for resolution. The system also guides customers to alternative plans and captures leads for new services. SSAs need to populate master data and templates to make the payment reminding feature live. Hubli SSA completed setup in July 2020 but observed issues like missing customer contact data and uncreated user accounts that were escalated to the circle office.

    Original Description:

    bsnl cis ppt

    Original Title

    CIS PPT

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document provides an overview of BSNL's new Customer Interaction System software for handling customer cases. The system aims to reduce time gaps in resolving customer issues by integrating TRA, outdoor, commercial, and Udaan staff. It captures customer feedback during calls and routes it to the appropriate team for resolution. The system also guides customers to alternative plans and captures leads for new services. SSAs need to populate master data and templates to make the payment reminding feature live. Hubli SSA completed setup in July 2020 but observed issues like missing customer contact data and uncreated user accounts that were escalated to the circle office.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    2K views23 pages

    BSNL Customer Interaction System

    Uploaded by

    wimaxaaabgl
    The document provides an overview of BSNL's new Customer Interaction System software for handling customer cases. The system aims to reduce time gaps in resolving customer issues by integrating TRA, outdoor, commercial, and Udaan staff. It captures customer feedback during calls and routes it to the appropriate team for resolution. The system also guides customers to alternative plans and captures leads for new services. SSAs need to populate master data and templates to make the payment reminding feature live. Hubli SSA completed setup in July 2020 but observed issues like missing customer contact data and uncreated user accounts that were escalated to the circle office.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 23

    BSNL

    Customer Interaction
    System
    Overview of
    BSNL Customer Interaction System
    • ITPC is implementing a new software for handling and monitoring
    of Active (unpaid) cases before dunning, OGB, ICB & PD Cases.
    • Customer interaction System is designed to get the personal touch
    with the subscriber on one hand and arrange the solutions to their
    problems/ grievance if any in real time by flowing the feedback/
    information to the concerned section/ authority for resolution.
    • It has been divided into following modules:
     Reminding System for TRA/OD/Udaan/Commercial.
     Bill Tracking System for TRA.
     Defaulter Management system for TRA/Outdoor.
     Fault Escalation for MDF/Outdoor.
     CDR Bill Enquiry.
    Main objective of Customer Interaction System

    •Main objective of this software is to reduce the time gap in


    arranging solution to customer by integrating our TRA, Outdoor,
    Commercial and Udaan Staff.

    •This system has integrated the prevailing BSNL softwares (CDR,


    Kenan etc) and is capable of handling simultaneously data
    captured from different sources.
    Customer Interaction an Integrated System
    Outdoor
    TRA Team Customer Field Staff
    (Calling) Feedback (Visit)

    Phone Not Not Satisfied New


    Bill Not Bill
    Working for with existing Requirement
    Received Inflated
    last …..days. Plan BB, FTTH

    AO SDO Comm-
    AO TR Udaan
    Comp Outdoor ercial

    NO CUSTOMER FEEDBACK IS LOST


    Customer Interaction System’s Features
    1. System automatically take care of paid cases while reminding
    and staff gets purely actual unpaid pending for reminding data
    to work upon.
    2. For fixing accountability of TRA Staff and ensuring 100% actual
    reminding, Call detail of Calling Service LL numbers are
    captured and processed through software for matching called
    and calling number to generate TRA wise performance report
    to cross check fake reminding.
    3. The Customers feedback like Service problem, bill problem, Bill
    not received, Inflated bill etc is captured and routed to
    concerned Team (SDO OD, AOTR, AOCOMP) for resolution.
    4. While interacting with customers who are not satisfied with
    current tariff are informed for alternate plans/tariffs available
    and routed to Commercial for further action.
    Customer Interaction System’s Features.. contd.
    5. Requirement of New service for FTTH, WiMax, BB etc is also
    captured while reminding through system and routed to Udaan Team
    for lead generation in CRM.
    6. FTTH, BB, WiMax services’s Exchange feasibility is also mapped in
    software so that the reminding staff will get information as whether
    these services are feasible in the area of subscriber to whom he/she is
    calling.
    7. Mobile/Email Capturing – while reminding system shows the
    alternate contact number of subscriber and if not available same is
    taken by staff from customer and updated in CRM.
    8. Email made mandatory for Broadband customers in the software
    which will help for Go Green registration in future.
    9. No Reply and Service Problem identified through software are routed
    for automatic fault booking through bulk SMS and complaint numbers
    are captured from Fault Escalation module and list is made available
    for cross-calling by TRA Staff.
    CIS Portal URL 10.196.220.131/cis/remind.php
     
    Each SSA needs to populate, after logging in:
    1. Master Data
    2. Mapping Template
     
    After populating Master data by SSA in CIS Portal, payment reminding system can be made
    live.
    Users Created for Karnataka Circle
    CIRCLE SSA USERNAME IP_ADDR1 IP_ADDR2
    KT BGM AOCOMP_KTBGM 10.36.85.93 10.36.85.42
    KT BJP AOCOMP_KTBJP 10.36.11.218 10.36.11.227
    KT BDR AOCOMP_KTBDR 10.36.17.148 10.36.17.136
    KT BGL AOCOMP_KTBGL 10.37.174.130 10.37.174.98
    KT RCR AOCOMP_KTRCR 10.36.176.64 10.36.176.46
    KT SMO AOCOMP_KTSMO 10.36.197.131 10.36.192.145
    KT TMR AOCOMP_KTTMR 10.36.210.157 172.168.1.114
    KT MYS AOCOMP_KTMYS 10.36.150.40 10.36.150.34
    KT MCA AOCOMP_KTMCA 10.36.150.20  
    KT MDY AOCOMP_KTMDY 10.36.150.128  
    KT MNG AOCOMP_KTMNG 10.37.33.96 10.37.33.212
    KT KWR AOCOMP_KTKWR 10.36.225.25 10.36.225.27
    KT DVG AOCOMP_KTDVG 10.36.96.28 10.36.96.11
    KT CKG AOCOMP_KTCKG 10.36.27.11 10.36.27.13
    KT BLY AOCOMP_KTBLY 10.36.57.13 10.36.57.11
    KT GLB AOCOMP_KTGLB 10.36.112.108 10.36.112.94
    KT KLR AOCOMP_KTKLR 10.36.34.210  
    KT HSN AOCOMP_KTHSN 10.36.129.143 10.36.129.177
    KT HBL AOCOMP_KTHBL 10.37.9.202 10.37.9.159
    Login Procedure:
    Go to CIS Portal URL  10.196.220.131/cis/remind.php
    Username / Password is available with the Circle TR Team.
    Select Circle ->Go and then Select SSA-> Go
    Then refresh and check whether Circle name and SSA name are getting populated on the screen.
    Then choose Admin Login option below the Client Login box.
    Choose SSA Admin Login
    Login with SSA Admin Credentials
    Choose Migration Login
    Migration Module
    AO MASTER ENTRY
    Remind Service Calling Landline Master Entry
    1. Hubli SSA completed both Master Data and Mapping Template in the Month of July
    2020.

    2. Tested Reminder System and given feedback to Circle Office L2 TRA team
    Issues Observed in the Reminding System

    • Customer Mobile Number and E-mail Ids not updated from CRM System.

    • Outdoor Staff, Commercial Staff and Udaan staff users not created to check the work flow.

    • Only from Registered Landline Numbers calls should make to update in the system.

    • Since this is IP based system, it will not work in any systems.

    These issues we have escalated to Circle office team for implementation.


    a n k
    h
    T u
    y o

    You might also like