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Table of Contents


1. Description

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 portal/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/ServiceUsage ServicesDescriptionProducts/PricingPayment model
1.Zoom Build your own packageCustomers 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:

  1. Sports Add-on: €6 per month

  2. Documentaries Add-on: €6 per month

  3. TV Series Add-on: €6 per month

  4.  Films Add-on: €6 per month

Prepaid pre-rated


2.ZoomTV Premium IPTVCustomers 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 per month

Optional service: Sports Add-on: €6 per month

Optional service: Documentaries Add-on: €6 per month

Optional service: Multi-room 1: €2 per month

Optional service:  Multi-room 2: €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 per month

- ZoomTV Premium Online: €18 per month

- ZoomNet 100MB High Speed: €13 per month

Total base price: $39 per month

Optional service: Sports Add-on: €6 per month

Optional service: Documentaries Add-on: €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 per month

Optional service: Zoom HD Add-on: €5 per month

Pre-bill
5. TVOD offeringA catalog of movies for purchase is available to all Zoom3Play customersEither 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

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2. How to log-in as an existing subscriber on the CRM.COM Self Service Portal

Login as an existing Zoom3Play customer to view your account details and manage your subscription.

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  • Under the "Settings" tab the customer can edit their personal and contact details, update or add a credit card on their account, and change the username and password (access token) they use to access the portal.

3. How to create

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a new subscription on the CRM.COM Self Service

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Portal 

  • Open your web browser
  • Navigate to http://www.zoom3play.com
  • The ZoomLine homepage provides information regarding the available products and services. Scroll down or click on "Packages" to see the available services/packages
  • Choose the Service you want to subscribe to and click on Subscribe
  • The service registration page opens that allows you to add more services to your selected package

  • If the service you choose to subscribe to requires an installed item (Router, STB) on the account, like the Premium Satellite TV (requires STB) or Triple Play (requires Router) service provide the serial number of your already purchased set top box/router
  • When you are done with your product selection you can view your selection and rates before you checkout (EDIT ONCE PORTAL IS COMPLETED)
  • When you are ready to proceed click on Checkout (EDIT ONCE PORTAL IS COMPLETED)
  • The registration wizard opens and you are requested to provide your details so as to complete your subscription registration (EDIT ONCE PORTAL IS COMPLETED)

  • When you are done click on Finish to complete your subscription registration
  • As soon as your registration has been completed, a confirmation message will appear on the screen.  On successful registration, please check your email for details on how to log in to the portal.
    (warning) Note:  Additionally, an SMS is sent to your mobile phone as soon as your subscription is activated.

4. Log In to CRM.COM

5. Get familiar with the CRM.COM screens

  • Some helping guides to get familiar with the CRM.COM screens:


6. How to view existing products  setup in CRM.COM

The products module holds information on the different products managed by CRM.COM.  These are configured based on the specific operators product strategy and can vary in characteristics like single channel add-ons, LinearTV services, VOD movies and PPV assets, physical goods such as STBs and Routers and more.

  • Navigate to Finance >  Product & Pricing  > Manage Products
  • To view services type "%" in the "Type" field and repeat add "Add-ons" "VOD Movies" and "Termed Services" 
  • Click Search and scroll down to view the setup services under the Types above

7. How to view product offerings (Packages and bundles)

CRM.COM allows the operator to define a number of billing and service rules to create different type of service offering to their customers. To view how the Zoom3Play packages have been setup as they are made available on the Zoom3Play website above:

  • Click on the configuration settings on the top right of the CRM.COM back-end interface and
  • Click on "Billing"

  • Click on "(1) Subscription Types"

  • In the "Name" field type "%" and click "Search"
  • The four different offerings as provided on the Zoom3Play website (www.zoom3play.com) are listed
  • Here you can see how the service rules are setup for each offering and how the different services are priced
  • Click on "View" next two "Zoom Build your own package - Prepaid" - As per the description above this packages has one main serrvice and the customer can choose a minimum of 2 add-ons from the available 4 to build their own package at a  minimum price of €22 euro. Lets see how this is setup
  • Under the "Allowed Attributes" tab we can see the services with one main service and the four available add-ons. The main service is priced at €10 and each add-on is priced at €6, 

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  • Under the "Termed Service Rules" tab we can see the rules where for this service offering to be activated the customer must subscribe to the main service and a minimum of two optional services (add-ons) to be able to activate the service.

  

8. 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 

  • This will open a new tab with a more detailed view of the subscription information and an "Action" button with the available actions a customer service agent can execute.

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Note: For more information on Communication Centre click on the link below:

https://discover.crm.com/display/V4Manual/Communication+Centre

9. 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

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  • 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 

10. 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/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

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     https://discover.crm.com/display/V4Manual/Segmentation


11. How to create a notification

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run 

  • Navigate to CRM > Communications >Notifications > Notification Types
  • Click New on the top and select "Financial"

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https://discover.crm.com/display/V4Manual/Notifications


12. 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)

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https://discover.crm.com/display/V4Manual/Additive+Discounts


13. How to view and manage Vouchers


14. How to 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. 

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  • Click on Zoom Sales WHS to see the item balances in this warehouse at the bottom of the screen

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14. How to manage individuals installed items

Via the CRM.COM Installed items module you can view individual installed items like STBs and Router and keep track of their full location change history and tracking information like Serial number.

  • Navigate to Foundation > Inventory Management > Installed Items
  • Type "%" in the "Serial Number" field and click "Search"
  • You can click "View" next to each item to view location information 

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16. 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. 

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