Telaura Telco CRM

Create. Sell. Monetize. Now!

Overview and Solutions

Telaura Customer Relationship Management


January 2015


What are your most important company initiatives right now?


Etiya Expansion


Proven Delivery Benefits

Internationally Recognized

Etiya Profile

Solution Overview

Lifecycle Management

Industry Leading Features

Catalog Driven Order Management

Design Objectives

Telaura CRM Modules

Telaura CRM Architecture Overview

Case Studies

Agenda


Cross / Upselling

Issue

Customer Orders

Track & Manage Order

Handling

Determine Customer

Order FeasibilityAuthorize Credit

Report Customer Order

Handling

Complete & Close

Customer Order

ORDER HANDLING

SELLING

Sales and Order

Management

Establish & Terminate

Customer Relationship

Validate Customer

Satisfaction

Churn

Management

CUSTOMER RELATIONSHIP

MANAGEMENT

FULFILLMENT

TELAURA SUITE

Mediate & Orchestrate

Customer Interactions

Personalize

Customer Profile

Build

Customer Insight

RETENTION & LOYALTY

CUSTOMER INTERFACE MANAGEMENT

Customer Account

Management

Manage Contact Manage Request

Issue & Distribute

Marketing Collaterals

MARKETING FULFILLEMENT RESPONSECampaign

ManagementTrack Leads

Manage Prospect Qualify Opportunity

Develop

Sales Proposals

Acquire

Customer Data

Negotiate

Sales Contract

Lead Management

Manage Sales Accounts

Partner

Relationship

Management

Analyse & Report on

Customer

Analyze & Manage

Customer Risk

TAM Positioning


• Telaura Suite delivered in 15 months for 6.3 million subsribers

• New service launch time decreased 75%

• New complex bundle/Campaigns launch time decreased 83%

• Convergent offering sales increased more than 40%

• The loyalty campaigns have resulted in a 35% decline in the churn rate

• 71.8% decrease in the average customer waiting time for service

request

• Product Catalog and Order Management

• Order Management for Cloud Services delivered in 6 months

• Order Management for fixed line for 20 million subscribers delivered in 12 months

• After deployment Sales for Cloud Services increased 100% within 1 month

• Number of customers increased 127% within 3 months

• Order to Cash process improved by 87%

• Product Catalog and Order Management installed for 15 million subscribers in

8 months (Phase 1)

• Full integration with BSCS and Orga for billing

• Estimated decrease in Operations cost is 20%

• Estimated time to market improvement is 40%

Proven Delivery Benefits


STEV ES20 4

Internationally Recognized


The only ISV specializing in Telecom

Product Catalog and Order Management

solutions


End to End delivery capability from

consultancy through to managed service

Pioneering in deployment of Social

Customer Care

Serving over 50 million subscribers with

400 million products and 1.5 million

transactions daily

Founded and run by engineers

Privately held and cash positive for 10 years

since founding

Offices: Turkey and Singapore

500 + employees

Company Overview

Create. Sell. Monetize. Now!Achieve competitive advantage through offering a fully

customisable product over any channel over any

network


Third-Party

Partners

Work Centres/Operations

Flows/

Business Logic IT/Business

Analysts

CRM

Billing

Other BSS

Prov/

Activation

Inventory

Other BSS

Call Centers

Customer

Care

Self-Service

Service

Networks

Omni-channel

enabled

Order Negotiations

Catalog Manager

Order

Management

ORDER CASH

PRODUCT SUITE

Solution Overview


Mobile

Cloud

Fixed

Data

VAS

3rd party

Products

Reservation

Change

Upsell

Suspend

Transfer

Deactivation

Business

Individuals

Resellers

Partners

From Prospect

To Retirement

From Concept

To Retirement

From Quote

To Cash

Telaura Suite, for the End to End Process Excellence

CUSTOMER

INTERFACE

MANAGEMENT

PRODUCT MANAGEMENT SALES AND

ORDER

MANAGEMENT

Solution Overview


• Product catalog driven order management

• Centralized product catalog

• Unified order capture – Single Point Contact (SPOC)

• Capability to serve all lines of business: Retail, Wholesale, and Enterprise

• Configure price quote

Time to Market

• Exception Handling

• Order fall-out management

• Roll backs

• Jeopardy management

Operational Excellence

• Future Proven: Certified (eTOM & SID) techniques

• Tested with Siebel

• Proven Implementations

Best Practices

Industry Leading Features


PSTN

Cloud

DSL

Mobile

DATA

MVNO

Social Networks

Dealers

Call Center

Self Care

Mobile

CRM

Network

Fullf ilment

VAS

Orchestration

OSS

Order

Analytics

BS

S

Provisioning

CENTRALIZED

PRODUCT CATALOG

UNIFIED ORDER

CAPTURE FOR ALL

CHANNELS

ORDER

MANAGEMENT

3rd

Party

Product

s

for End to End Process Excellence



Low Integration & Implementation Cost

SID Based Interfaces

Tested with Siebel, BSCS, Orga

Open API

Proven Implementations

Objective: Modularity


END-TO-END

CUSTOMER MANAGEMENT

Manage Requests Analyze & Report

on CustomerManage Contact

360 view of the customer

Single click contact access

See all account history with a single click

Social Profiling of a customer

Social Media integration

Mediate & Orchestrate

Customer Interactions

Customer Account Management


VENDOR

SOLUTION PARTNER

YOUR COMPANY

Customer Account ManagementCustomer Account ManagementDefine individuals/organizations once, then manage roles

See relations between parent company and the party in a single click

Store contact medium information for the most effective communication

Manage customer credits, risks, and customer value

Manage customer segment, group, community

Keep and manage party relations

Demographic profiling


END-TO-ENDPRODUCT MANAGEMENT

Manage Product

Lifecycle

Enabled Industry Best Practice Definitions

Limitless and hierarchical structured product definitions

Centralized catalog for all services

Simultaneous Technical and Commercial catalog management

Develop

Proposals

Assess Performance

Develop ProductStrategy

Develop

Specifications

Product & Catalog Management


OMNI-CHANNEL PRODUCT & CONFIGURATIONPRICING, PROMOTION

& COMMITMENTS ORDER FULFILLMENT

Third Party

Dealer

Call Center

Visible

Editable

FIXED LINE PRODUCT

SPECIFICATION

Call Direction (GSM)

ON OFF

CLIP

Access Type

Sales

Product move

Tariff Change

Order

Completion

Provision /

Activation

Product

Configuration

TELAURA SUITE

Service Number

Network Identifier

Update Product Characteristic

Product Definition

ON OFF


300 SMS

First 3 month 100%

First 3 month

100% Discount

DiscountHandset 100% Discount

300 GB Data 4$ Discount

300 Minutes

5 VMS

400# Music Songs

2 Year Commitment

Standard Mobile

Line10% Discount

GSM

WELCOME

BUNDLE

RANGE PRICE

Stepless Up to Static DateTo Product Up to Static Date Fixed 20%

Stepped Variable X MonthsTo Account Variable X Months Percentage 20%

Up to Static Date

Variable X Months

• Define catalog according to channels

• Create new single or bundle offers

• Unify sales channels around a consistent set of offerings

• Up-sell and cross-sell based offer relation

• Define optional offers within the bundle

Discount/promotions

Taxation

Pricing

Commitments

DISCOUNT

ENTITY

UNDISCOUNTED

TIMEDISCOUNT

TIME

Offer Management


Unified Order Capture with ‘shopping cart’ concept

Decompose customer order into order line items

Jeopardy & exception handling

Fall-out management

High performance transactional engine

Order Capture Decompose Order Orchestrate Order Compose Order

SALES AND ORDER

LIFECYCLE MANAGEMENT

Sales and Order Management


PSTN

Cloud

DSL

Mobile

DATA

MVNO

Social Networks

Dealers

Call Center

Self Care

Mobile

CRM

Receive

Order

Receive new orders

submitted

Handle Main

Steps

Decompose

Order

BS

S

Integrate with

CENTRALIZED

PRODUCT CATALOG

UNIFIED ORDER

CAPTURE FOR ALL

CHANNELS

ORDER

MANAGEMENT3rd Party

Products

Order Orchestration & Fulfillment

Order

Capture

Tranform to CDM

Invoke fulfillment

process

Handle order-wide

processes

Invoke

decompose

process

Complete Order

Decompose order

into groups

Invoke

activation

Invoke

billing

Transform CDM to

appl ication model

Invoke backend

system

Enrich order

Back End

System


Thank you for your time.

For a demo or case studies, please

contact us at [email protected]!

Telaura Telco CRM

Sales

Transcript of Telaura Telco CRM