Post on 21-Jun-2015
Project Halfway
Marketing : Dave S. Buenviaje
Product Managers : Helen D. ManaliliAdeline A. Guinto
March 26, 2010
FamilyTies Variantw/ no Free Phone in the Philippines
FEATURES• UNLIMITED IDD
Calls to 1 Bayan number(Philippines)
• No Metered Rates• No Hidden Charges• No Internet Service
Needed• Fixed monthly fee• Clear connection
Product Brief• What is Project Halfway?
Overseas
Filipino
Unlimited Calling
Bayan Subscriber(Philippine
s)
Commercial Name• Bayan FamilyTies Best Value will be the commercial name
of the variant of Bayan FamilyTies intended for existing Bayan subscribers.
• The FT variant with bundled landline will be called regular FT.
Target Market
–USA–Japan–UK–COE *
– OFWs & Migrants these locations.– Segment: Budget conscious users that are not happy with PPC, Internet calling, VOIP
and similar international calling alternatives to IDD– Key Market: Relatives of EXISTING BAYAN SUBSCRIBERS– * COE – S&E to follow; Open to other markets using similar currencies.
Product Promise
1) UNLIMITED Callsto a nominated Bayan number in the Philippines
2) Easy activation3) No Internet Connection
Needed 4) At a fraction of the
cost of a regular Bayan FamilyTies subscription
5) Savings of up to 98% onIDD Calls to the Philippines
How does it work?
AbroadBayan Network
(Nominated existing bayanPHONE or bayan PHONE extra line)
Pricing
Country MRR Activation Fee
USA $24.99 $10.00
Japan ¥3000 ¥1000
UK £14.99 £10.00
Other Territories (HK, NZ, AU, KR)
Follows US$ Rates
Follows US$ Rates
Continental Europe Soon
• For Direct Sales only• Billed monthly
Savings
SKYPE
Rates Cost/Month @ 60mins/week FT Halfway Savings %
Landline $0.228 $54.72 $24.99 $29.73 54% Mobile $0.286 $68.64 $24.99 $43.65 64%
Verizon IDD and Cards (USA)
Landline $4.230 $1,015.20 $24.99 $990.21 98% Mobile $4.280 $1,027.20 $24.99 $1,002.21 98%
KDDI Rates (Japan) from a mobile phone
Landline ¥220 $52,800.00 ¥3,000 ¥49,800 94% Mobile ¥220 $52,800.00 ¥3,000 ¥49,800 94%
• Versus a typical IDD usage of 30 mins per week This could save the customer up to 98% on bills!
Communication Plan: the Message
1. Adverts targeting OFs Highlights:
• Price and Savings• No Internet Service Needed
2. Adverts targeting OF relatives (Existing Bayan Subscribers) Highlights:
• Tell your relatives abroad that they can enjoy UNLIMITED calls to your Bayan line
• No extra charges on your part
(cont.)… Communication Plan: Execution
Flyers and ads targeting OFs • Web Support• Flyers
2. Adverts targeting OF relatives (Existing Bayan Subscribers) Highlights:
• Tell your relatives abroad that they can enjoy UNLIMITED calls to your Bayan line
• No extra charges on your part
Concepts of Promo Materials
• Flyers• Inserts• Web• Online• Video*• Local
Events
“Low Hello/Save Up” “Metro” “$1/Day”
$1/Day
Message to customers
Per Minute sa IDD ng iba*
20 mins use in 30 days
Sa Bayan FamilyTies - Unlimited
Calls
SAVINGS
Regular IDD $1.9 $1,140.00 $24.99 $1,115 Internet Call $0.3 $174.00 $24.99 $149 Prepaid Cards (600 mins) - $50.00 $24.99 $25
UNLIMITED CALLS at a FIXED RATE
Sa Bayan FamilyTies Puwede ka nang mangumusta sa ‘Pinas kahit araw-araw pa – kahit anung oras, kahit gaano katagal!
Malaking tipid kumpara sa de-metrong tawag – hindi pa kailangan ng computer o anumang pre-paid cards.
Magkano nga ba ang gastos ko sa
isang buwan sa 20 minutes lang na tawag sa ‘Pinas
araw-araw?
Other Info
1. Website: www.bayanfamilyties.com2. Dedicated TM/CS team - 24/73. Contact Persons:
Marketing:
Dave S. Buenviaje Intl Services449-4631 / 0916-5799990dsbuenviaje@bayan.com.ph
Product Managers :
Helen D. Manalili - 4971954Adeline A. Guinto - 4688731
Implementation Date
March 29, 2010
ICMS Parameters
Customer Class/Type
Japan : JR
UK : UK
US : UR
ICMS Parameters
Customer Subtype
Type of Subscription Country Customer Subtype
Direct UserJapan HV
UK HXUS HU
ResellerJapan HW
UK HYUS HR
ICMS Parameters
Region ID
Japan : JPN
UK : UKD
US : USA
ICMS Parameters
Cycle Code
Philippine Bayan Subscriber Country Cycle Code
BPEJapan 36
UK 37US 34
BPJapan 35
UK 38US 33
ICMS Parameters
Alert Code
Halfway Account : PHAFS
Description : Halfway Subscriber
Phil Bayan Account : PHAFB
Description : Halfway Philippine Subscriber
ICMS Parameters
Credit Limit Code & Amount
Japan : YEN11
¥ 6,000.00
UK : UKL02
£ 30.00
US : USD50
$ 50.00
ICMS Parameters
S&E Codes – Japan
Classification S&E Code Short DescriptionRate
(Vat Inc.)
Activation Fee
YPH01 Halfway Activation Fee BPE - DU (YEN)¥ 1,000.00
YPH02 Halfway Activation Fee BPE - Reseller (YEN)¥ 1,000.00
YPH04 Halfway Activation Fee BP - DU (YEN)¥ 1,000.00
YPH05 Halfway Activation Fee BP - Reseller (YEN)¥ 1,000.00
MRRYPH03 Halfway MRR BPE - DU (YEN)
¥ 3,000.00
YPH06 Halfway MRR BP - DU (YEN)¥ 3,000.00
ICMS Parameters
S&E Codes – UK
ClassificationS&E Code
Short DescriptionRate
(Vat Inc.)
Activtaion Fee
LPH01 Halfway Activation Fee BPE - DU (GBP) £ 10.00
LPH02Halfway Activation Fee BPE - Reseller (GBP)
£ 10.00
LPH04 Halfway Activation Fee BP - DU (GBP) £ 10.00
LPH05Halfway Activation Fee BP - Reseller (GBP)
£ 10.00
MRRLPH03 Halfway MRR BPE - DU (GBP) £ 14.99
LPH06 Halfway MRR BP - DU (GBP) £ 14.99
ICMS Parameters
S&E Codes - US
Classification S&E Code Short DescriptionRate
(Vat Inc.)
Activation Fee
UPH01 Halfway Activation Fee BPE - DU (USD) $10.00
UPH02 Halfway Activation Fee BPE - Reseller (USD) $10.00
UPH04 Halfway Activation Fee BP - DU (USD) $10.00
UPH05 Halfway Activation Fee BP - Reseller (USD) $10.00
MRRUPH03 Halfway MRR BPE - DU (USD) $24.99
UPH06 Halfway MRR BP - DU (USD) $24.99
Process – New Install
Prepayment - NIHP
BGlobal
BAC
Plant Ops
Billing
BACRSO
•Indicates DID # and nominated existing Philippine Bayan subscriber
SGR•Generates Account & NIHP SO
FAS
•Uploads MDN (DID #) in ICMS
BB5•Requests for Rate Cell
ENJ•Assigns MDN (DID #) and S&Es (OTC + MRR)
Process – New Install
Prepayment - NIHP cont…
ICMS
Billing
Plant Ops
Closeout
CloseoutAWP
• Automatically stages SO to BB3 upon prepayment posting
BB3•Checks S&Es and cycle code
DID•Activates DID and points to nominated Philippine Bayan subscriber
CBK•Conducts loopback test
XCO
•Closes SO
Process – New Install
Postpayment - NIHS
BGlobal
BAC
Plant Ops
Billing
BACRSO
•Indicates DID # and nominated existing Philippine Bayan subscriber
SGR•Generates Account & NIHS SO
FAS
•Uploads MDN (DID #) in ICMS
BB5•Requests for Rate Cell
ENJ•Assigns MDN (DID #) and S&Es (OTC + MRR)
Process – New Install
Postpayment - NIHS cont…
Billing
Plant
Ops
Closeout
Closeout
BB3•Checks S&Es and cycle code
DID•Activates DID and points to nominated Philippine Bayan subscriber
CBK•Conducts loopback test
XCO
•Closes SO
Default Memo - NI
BEGIN INSTRInbound DID #:Inbound Translation String :DID Provider :Philippine subscriber – Bayan #:Payment Facility : MRR:OTC:Promo/Program :Halfway subscriber contact # :Account Specialist :Business Manager :Agent name: Special Instructions :
END INSTR
Memo Type : HN
Process - Aftersales
Change Phil. Subscriber
Create CPHS SO Reasons for change
no processing fee, if Phil. Subscriber :o with pending trouble reporto is in PD status (CUSPD or FINPD)
Process - Aftersales
Change Phil. Subscriber
Reasons for change with processing fee
o all reasons except those mentioned in
the previous slide, S&E is overridable
S&E Code Japan UK USHRUPF ¥ 276.36 £1.92 $ 3.19
Process - Aftersales
Change Phil. Bayan Subs - CPHS
Subscriber
GPPC
Plant
Ops
Plant
Ops
•Requests change of Phil Bayan subscriber
SGR•Generates CPHS SO•Tags processing fee if applicable
DID•Points DID to the new Phil Bayan subscriber
XCO
•Closes SO
Default Memo - CPHS
Inbound DID :Translation String :Old Philippine Subscriber – Bayan Tel.# :New Philippine Subscriber – Bayan Tel.# :Reason for change :Special Instructions :
Memo Type : HP
Process - Aftersales
Conversion/Upgrade to Family Ties
Halfway & Philippine Bayan accounts
should be zero balance
Process - Aftersales
Conversion/Upgrade to Family Ties
a. Nominate new beneficiary PD Halfway account
o PD reason code : 333
“Convert to Family Ties” Create NI SO, follow Family Ties process
(re-use DID of Halfway)
Process - Aftersales
Conversion/Upgrade to Family Ties
b. Retain Philippine Bayan subscriber PD Halfway account
o PD reason code : 333
“Convert to Family Ties”
Process - Aftersales
Conversion/Upgrade to Family Ties Update interactively Philippine Bayan subs
to retag from Consumer/Regional to BGlobal• customer class/type/subtype• ISIC code• region ID• cycle code• billing address• account name (if BP, change to benefactor’s name)
Process - Aftersales
Conversion/Upgrade to Family Ties
Create UFTS SO• change SAG code• outdate existing MRR• indate FT MRR• deactivate long distance access • re-use DID of Halfway
Process - Aftersales
Conversion/Upgrade to Family Ties - UFTS
GPPC GPPCPlant Ops
Plant Ops
•Updates Phil Bayan subs profile interactively
SGR•Generates UFTS SO
DID•Reactivates DID and points to Philippine Bayan subscriber
XCO
•Closes SO
Default Memo - UFTS
Inbound DID :Translation String :Type of Request :
Memo Type : HU
Process - Aftersales
Change DID
if subs transferred area with different
area code
migration due to change in DID provider
Process - Aftersales
Change DID - MDID
Subs/BM
GPPC
Plant Ops
Billing
GPPC
Plant Ops
Plant Ops• Subs
requests change in DID via phone in or
• BM requests change in DID due to migration
SGR•Conducts account validation•Generates MDID SO
FAS
•Uploads new DID #
BB5
•Requests for rate cell
GCS
•Assigns MDN (DID #)
DID
•Deactivates old DID•Activates new DID and points to nominated Phil Bayan subs
XCO
•Closes SO
Default Memo - MDID
Old Inbound DID/Translation String :New Inbound DID/Translation String :Old DID Provider :New DID Provider : Reason for change:
Memo Type : HW
Process - Aftersales
Additional DID
provides existing subs with additional DID
but will be pointed to the same Bayan #
this applies to subs who lives in Tokyo,
needs additional DID outside Tokyo
Process - Aftersales
Additional DID - ADID
BM GPPCPlant Ops
Plant Ops
•Requests additional DID
SGR
•Generates ADID SO
DID•Activates DID and points to the same nominated Phil Bayan subs
XCO
•Closes SO
Default Memo – ADID
Existing Inbound DID :Additional Inbound DID :Philippine subscriber – Bayan #:Requested by : Special Instructions:
Memo Type : to follow
Process - Aftersales
S&E Correction - MSEC
Subs/CSR GPPC GPPC
•Subs complains incorrect MRR or•CSR found incorrect S&E
SGR•Generates MSEC SO•Outdate or indate necessary S&Es
XCO•Closes SO
Process – Aftersales
PD Reversal - NIRV
GPPC
Billing
Collection
Collection
Plant Ops
Plant Ops
SGR
•Checks account if valid for PD reversal•If valid, create NIRV SO
BB3
•Checks S&Es and cycle code
CR
•Approves PD reversal
PEX
•Updates account credit event
DID•Reactivates DID and points to Phil Bayan subs
XCO
•Closes SO
Follow standard PD Reversal matrix and approval
Default Memo - NIRV
Memo Type - to follow
BEGIN INSTR Reason for PD Reversal :
Original Inbound DID #: Original Inbound Translation String : DID Provider : Philippine subscriber – Bayan #: Payment details : Halfway subscriber contact # : Special Instructions :
END INSTR
Process - Aftersales
Customer-Initiated PD - PDS
Subs
GPPC
Plant Ops
Collection
Collection
•Requests PD via email or phone in
SGR•Conducts validation (if phone in)•Generates PDS SO•Tag appropriate PD reason code
DID•Deactivates DID
PEX•Updates account credit event
XCO
•Closes SO
Process - Aftersales
Finance-Initiated PD - PACM
ICMS Plant Ops Plant Ops
SGR•Auto generation of PACM SO•Auto update account credit event
DID•Deactivates DID
XCO•Closes SO
Credit Events
Follow standard Collection Timeline
RVA - Day 40 no outgoing call not be able to call Phil Bayan subs can still be reconnected upon payment
of required amount
Credit Events
FINTD - Day 45 same with RVA
FINPD - Day 75 line is permanently disconnected no outgoing call to request PD Reversal to be reactivated
Fault Management
Subs complains via phone in – Can’t Call Phil. Bayan subs
• High and Dry• HOOL• Hears RVA• Cut-off• Wrong Station Answer• Busy• Noisy
Fault Management
CSR conducts initial isolation• checks account status both Halfway and Phil
Bayan accounts (RVA, TD, PD)• checks if with open SO or fault ticket• if problem is on Phil Bayan subs, follow
standard fault ticket process for BP/BPE• if no problem on Phil Bayan subs,
generate fault ticketo Fault Code : SNFT
stage path : FGR -> AGN -> CFT
Fault Management
SNOC to isolate problem and change Fault Code, if necessary
• PNFT • problem is with other carrier• stage path : FGR -> AGN -> CFT
• IGFT • C5CM / iTopia problem• Toll Switch problem• stage path : FGR -> AGN -> CFT
Fault Management
• SSS• translation problem• stage path : FGR -> ASS -> DSS -> CFT
Dispute Management
Existing Dispute Types and adjustment matrix used for Family Ties will be followed by Halfway.
Phil Bayan Subscriber
• The following SOs for Phil Bayan subs should pass DID stage to point DID # to the new Bayan #
• CTNS stage path : SGR -> DID -> AA -> AAC
• WCL2 stage path : SGR -> DID -> XCO
Phil Bayan Subscriber
• CLSN stage path : SGR -> DID -> AA -> xWD -> XCO
• CSR to check alert code, before processing the request to identify if account is Phil Bayan subs of Halfway subs. alert code : PHAFB Halfway Philippine Subscriber
Phil Bayan Subscriber
• If CTNS, CLSN or WCL2 do not pass DID stageo DID # will not be pointed to the new
Bayan #o Halfway account will not be able to call
Philippine Bayan subscribero CSR to create SSS fault ticket to point
DID to the new Bayan #
Thank you!