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Zoom 3Play is a fictitious company created for CRM.COM demo purposes to showcase an end-to-end demo scenario where customers can sign up from an online websiteportal/portal to website to the Zoom3Play services and manage their subscriptions online by logging in with their personal username and password . The portal is integrated with the CRM.COM back-end system where all billing and payment transactions are handled based on the billing/pricing rules for the Zoom3Play scenario.
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| No. | Package/Service | Usage Services | Description | Products/Pricing | Payment model |
|---|---|---|---|---|---|
| 1. | Zoom Build your own package | Customers have access to a transactional movies on demand catalog. | An online OTT subscription services with linear channels. The customer subscribes to a standard line-up of channels and must choose a minimum of two add-ons from the available 4 (Sport, Documentaries, Films,TV Series) to be able to activate this service. | Main Service: Zoom Build Your Own Package 10$ per month + minimum 2 of the below:
2. Documentaries Add-on: $6 per €6 per month 3. TV Series Add-on: $6 per €6 per month 4. Films Add-on: $6 per €6 per month | Prepaid pre-rated |
| 2. | ZoomTV Premium IPTV | Customers have access to a transactional movies on demand catalog. | An IPTV subscription service with linear channels. The customer subscribes to a standard line-up of channels and can also choose to add to their package from two available add-ons (Sports & Documentaries). Also customers a maximum of 2 additional STB's and subscribe to multi-room services (Multi-room 1 and Multi-room 2) Portal scenario: The scenario for this package is that the customer has already received their IPTV STB and they come online to complete their subscription by inputting the STB number and personal details. | Main service: ZoomTV Premium: $20 €20 per month Optional service: Sports Add-on: $6 per €6 per month Optional service: Documentaries Add-on: $6 per €6 per month Optional service: Multi-room 1: $2 €2 per month Optional service: Multi-room 2: $4 €4 per month | Prepaid pre-rated |
| 3. | Zoom3Play | Customers have access to a transactional movies on demand catalog. | A TriplePlay package including an OTT linear subscription, a broadband and an IP telephony service. The customer subscribes to a standard line-up of channels and can also choose to add to their OTT TV package from two available add-ons (Sports & Documentaries). Portal scenario: The scenario for this package is that the customer has already received their Broadband Router and they come online to complete their subscription by inputting the Router number and personal details. | Main services: - Zoom VoIP Tel: $8 €8 per month - ZoomTV Premium Online: $18 €18 per month - ZoomNet 100MB High Speed: $13 €13 per month Total base price: $39 per month Optional service: Sports Add-on: $6 per €6 per month Optional service: Documentaries Add-on: $6 per €6 per month | Normal Bill (Post-paid) |
| 4. | ZoomTV Premium Online (SVOD) | Customers have access to a transactional movies on demand catalog. | An online OTT subscription video on demand service where the customer subscribes to a service and can access a catalog of movies in Standard Definition as part of their subscription. The customer can also upgrade to an HD service by adding an HD add-on to their subscription. | Main service: ZoomTV Online VOD: $18 €18 per month Optional service: Zoom HD Add-on: $5 €5 per month | Pre-bill |
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| 5. | TVOD offering | A catalog of movies for purchase is available to all Zoom3Play customers | Either via their STBs (IPTV) or online (OTT) Zoom3Play customers have access to a number of movies on demand for purchase | Old Movies: €3 New Movies: €5 HD Movies: €8 | --- |
2. How to log-in as an existing subscriber on the CRM.COM Self Service Portal
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- Some helping guides to get familiar with the CRM.COM screens:
6. How to view
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- Navigate to Billing > Subscriptions > Manage Subscriptions
- Search for the subscription you would like to retrieve using the search criteria and click Search
- The results that meet the specified criteria are retrieved
- Click on "View" next to the enter to enter the subscription data entry page
- The subscription page opens
- Navigate through the tabs to view the entered subscription information
Note: For more information on Subscriptions click on the link below:
https://discover.crm.com/display/V4Manual/Subscriptions
7. How to create a new segment using CRMQL
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Note: For more information on Segmentation click on the link below:
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an existing customer through the Communication Center
The Communication Center is the interface designed for Customer Care Agents to manage subscribers. It provides access to all the necessary information and actions a Customer Service Agent would need to manage a subscriber. It can be integrated with other Customer Care related systems such as IVR systems and more.
- Navigate to CRM > Communication Centre > Access Communication Centre
- Using the search filters on the top section search (i.e First Name) for the customer to retrieve and hit Enter. Otherwise, type "%" in the search bar and hit Enter.
- All customer information is immediately loaded in the screen. Use the Dashboard on the left to navigate through different information like Subscription, Financials, Customer Care and Rewards
- Under the subscriptions tab for example you can view a customers subscription information like the services they are subscribed to and relevant dates (activation), as well as access a number of subscription related tabs by clicking the "View more" link at the top of the subscription information
Note: For more information on Communication Centre click on the link below:
https://discover.crm.com/display/V4Manual/Communication+Centre
7. How to create a subscription for a new customer within CRM.COM
- Navigate to CRM > Communication Centre > Access Communication Centre
- Retrieve a customer or from the "Actions" click on "Log Person information" to create a new contact
- Complete the mandatory information
- For contact details add email and phone number and from the "Type" drop down on the left hand side choose "Mobile" and "Personal" respectively
- Click "+ Address" and add the relevant address information
- On the top right choose the "Save and Create" button and click on "Account"
- Main account information like classification, currency, and credit rating are pre-populated and can be changed if different
- Under account preferences choose the address "Type" from the drop down list. If you choose "Home" the system will auto-populate the address details already inputted and these can be changed if the billing address is different than the contact address.
- Under "Presentment Preferences" choose email and add the relevant email from the drop down
- At the bottom click "+Payment Preference" to add the customers payment preference
- For card payments choose "Stripe Payment" and add the below cad details:
Card number: 4242 4242 4242 4242
MM/YY: 01/2025
CVC: 111
ZIP: 11111
- Click "Verify"
- Ad cardholder name and click the "ON" button to use the same address for billing address
- On the top right choose the "Save and Create" button and click on "Become Subscriber"
- Under "Subscription Type" from the drop down menu choose "ZoomTV Premium Online (SVOD)" which is an online (OTT) TV service
- For "Agreement Date" choose today's date
- The system will provide a preview rates page, You will notice that there is a 1 month free discount applied automatically on this package and hence the balance for the fist invoice is zero.
- Click "Submit" on the top to activate the subscription
- An email will be sent to the customers email account to welcome them and provide details on how to login to the online portal to manage their subscription
8. How to create a new segment using CRMQL
- Navigate to Foundation > Segmentation > Manage Segments
- Click New at the top
- Select the "Segmented Area" that the segment will be about
- Under Criteria specify the segment criteria using CRMQL. You will notice that as you type, the system provides a list of the available items to select in order to syntax your criteria. (More information on the CRMQL syntax can be found here: https://discover.crm.com
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8. How to create a notification run to be sent to a specific customer segment
- Navigate to CRM > Communications >Notifications > Notification Types
- Click New on the top and select "Financial"
- The Financial Notification Type screen opens
- Add a "Name" to your Notification i.e Low Wallet Balance
- Under the "Notification Information" drop down choose "Wallets"
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Note: For more information on Notification Runs click on the link below:
https://discover.crm.com/display/V4Manual/Notifications
9. How to set up an Additive Discount
- Navigate to Finance > Product & Pricing > Additive Discounts > Additive Discounts
- Click New
- The Additive Discount Definition page opens
- Enter the main information about the additive discount (i.e Name, Alternative Code)
- Under the "Applicable For Product Classifications" choose the type of service this will apply on (i.e Termed Services)
- Under the "Discount Rules" tab enter the discount settings
- Under the "Discount" drop down choose whether the discount will be a Percentage, Number or free Period and define the specific number of your setting (i.e Amount per Period for the example of Termed Service type discount)
- Specify the amount (i.e 1 / Months
- choose the Discount Validity (i.e "Always valid)
- Click Save
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- /display/V4Manual/Using+CRM+Query+Language )
- As soon as the criteria are defined click Save
- In order to preview the segment click Preview from the Actions button on the top
Note: For more information on Segmentation click on the link below:
https://discover.crm.com/display/V4Manual/Segmentation
9. How to create a notification run to be sent to a specific customer segment
- Navigate to CRM > Communications >Notifications > Notification Types
- Click New on the top and select "Financial"
- The Financial Notification Type screen opens
- Add a "Name" to your Notification i.e Low Wallet Balance
- Under the "Notification Information" drop down choose "Wallets"
- Select a notification template or click on new to create a new template which will open a new tab in your browser to enter the new template details
- Under the Template Values select the Media (Email, SMS, other) - If you click on email the email HTML editor will appear
- Write up the content of the communication template. In this example something to inform your customer to top up as the wallet balance is low
- Click Save and scroll over Actions to make the template effective
- You can now choose the effective template under the Communication Template drop down menu
- Under the conditions click "+condition" to add a condition and choose "Wallets" and again click "+ Condition" and choose "Balance" from the drop down
- An choose the balance threshold you would like this notification to be sent once customers wallets reach the specific number. For example "5" to sent the notification to anyone whose wallet balance is less than $5
- Click Save to save the notification type
- Click Save to save the notification
Note: For more information on Notification Runs click on the link below:
https://discover.crm.com/display/V4Manual/Additive+Discounts
10. How to view an existing customer through the Communication Center
The Communication Center is the interface designed for Customer Care Agents to manage subscribers. It provides access to all the necessary information and actions a Customer Service Agent would need to manage a subscriber. It can be integrated with other Customer Care related systems such as IVR systems and more.
- Navigate to CRM > Communication Centre > Access Communication Centre
- Using the search filters on the top section search (i.e First Name) for the customer to retrieve and hit Enter. Otherwise, type "%" in the search bar and hit Enter.
- All customer information is immediately loaded in the screen. Use the Dashboard on the left to navigate through different information like Subscription, Financials, Customer Care and Rewards
- Under the subscriptions tab for example you can view a customers subscription information like the services they are subscribed to and relevant dates (activation), as well as access a number of subscription related tabs by clicking the "View more" link at the top of the subscription information
//discover.crm.com/display/V4Manual/Notifications
10. How to set up an Additive Discount
- Navigate to Finance > Product & Pricing > Additive Discounts > Additive Discounts
- Click New
- The Additive Discount Definition page opens
- Enter the main information about the additive discount (i.e Name, Alternative Code)
- Under the "Applicable For Product Classifications" choose the type of service this will apply on (i.e Termed Services)
- Under the "Discount Rules" tab enter the discount settings
- Under the "Discount" drop down choose whether the discount will be a Percentage, Number or free Period and define the specific number of your setting (i.e Amount per Period for the example of Termed Service type discount)
- Specify the amount (i.e 1 / Months
- choose the Discount Validity (i.e "Always valid)
- Click Save
Note: For more information on Communication Centre Additive Discounts click on the link below:
https://discover.crm.com/display/V4Manual/CommunicationAdditive+CentreDiscounts
11. How to view and manage Vouchers
12. How to
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- Navigate to CRM > Communication Centre > Access Communication Centre
- Retrieve a customer or from the "Actions" click on "Log Person information" to create a new contact
- Complete the mandatory information
- For contact details add email and phone number and from the "Type" drop down on the left hand side choose "Mobile" and "Personal" respectively
- Click "+ Address" and add the relevant address information
- On the top right choose the "Save and Create" button and click on "Account"
- Main account information like classification, currency, and credit rating are pre-populated and can be changed if different
- Under account preferences choose the address "Type" from the drop down list. If you choose "Home" the system will auto-populate the address details already inputted and these can be changed if the billing address is different than the contact address.
- Under "Presentment Preferences" choose email and add the relevant email from the drop down
- At the bottom click "+Payment Preference" to add the customers payment preference
- For card payments choose "Stripe Payment" and add the below cad details:
Card number: 4242 4242 4242 4242
MM/YY: 01/2025
CVC: 111
ZIP: 11111
- Click "Verify"
- Ad cardholder name and click the "ON" button to use the same address for billing address
- On the top right choose the "Save and Create" button and click on "Become Subscriber"
- Under "Subscription Type" from the drop down menu choose "ZoomTV Premium Online (SVOD)" which is an online (OTT) TV service
- For "Agreement Date" choose today's date
12. How to view and manage Vouchers
13. How to view the Warehouses and manage installed items (i.e STB, Routers) for Subscriptions
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view the Warehouses and manage installed items (i.e STB, Routers) for Subscriptions
- Navigate to Foundation > Inventory Management > Warehouses
- Using the search filters on the top section type "%" in the Name field and hit Enter to retrieve all the Warehouses setup in the system.
- Click on Zoom Sales WHS to see the item balances in this warehouse at the bottom of the screen
14. CRM.COM Analytics (Reports and Dashboards)
CRM.COM has a number of dashboard and reports coming with the system release and additional dashboards and reports can be developed with system data.
REPORTS
- To view the available reports in the system navigate to Foundation > Analytics > Reports
- Here you can see the different reports available under different Application and Module headings
- Click on the different sub-headings to view the available reports under each module
- Click on the Subscriptions report under the Billing Application Reports to expand the selection and select the "Subscriptions Life Cycle State" report.
- Here you can use from different criteria to create a report and generate the results in HTML, PDF, EXCEL, or a CSV file.
- To generate an example report fill in the following:
- Subscription Type: "Zoom Build your own package - Prepaid"
- Created Date: 01/01/2019
- Fields Displayed: choose any fields by double clicking a field from the list on the left
- Click on HTML
- This will bring up the HTML report in a new tab
DASHBOARDS
- To view the available Dashboard in the system navigate to Foundation > Analytics > Dashboards
- Use the drop down menu on the top to navigate through the different dashboards
- For example choose the "Subscriptions" dashboard to view subscription related bar charts and pie charts
