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• 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.

CANCELLED Subscription

Financial Transactions (Bills, Payments)

To view an example of issued bill on a subscription that has been cancelled:

• Navigate to CRM > Communication Centre > Access Communication Centre
• Change the search filter to "First name" and type "John" to open subscription of of "John SilverBrian Smith"
• You can see the subscription Life Cycle on the top as "Cancelled"

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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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• For contact details add email and phone number and from the "Type" drop down on the left hand side choose "Mobile" and "Personal" respectively

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• Click "+ Address" and add the relevant address information  
• On the top right choose the "Save and Create" button and click on "Account"
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• 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

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• From the Dashboard on the left click "Financials" and the "View more" link below the Dashboard
• This will open a new tab on your browser

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• At the bottom of the newly opened tab click the "Financials Transactions" tab
• In the "Classification" drop down menu choose "Invoice" and click search

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• Click on the invoice number (11) to open the invoice to get a view of the invoice details with the relevant dates (issued, due dates), the items on the bill and any discounts
• Please note that all Zoom3Play services are offered with a 1 month free discount and hence the specific invoice balance is zero. 

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• To view a payment posted on the same account repeat the steps above and in the "Classification" drop down under the "Financial transactions" tab choose "Payment" and click on the payment number (6) to view details of this payment record.

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CANCELLED Subscription

To view an example of a subscription that has been cancelled:

• Navigate to CRM > Communication Centre > Access Communication Centre
• Change the search filter to "First name" and type "Brian" to open subscription of "John Silver"
• You can see the subscription Life Cycle on the top as "Cancelled"

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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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• For contact details add email and phone number and from the "Type" drop down on the left hand side choose "Mobile" and "Personal" respectively

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• Click "+ Address" and add the relevant address information  
• On the top right choose the "Save and Create" button and click on "Become SubscriberAccount"Image Removed

• 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

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• 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. 

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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

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 Note: For more information on Segmentation click on the link below:

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

11. How to create a notification run 

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

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• 
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• 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

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• On the top right choose the "Save and Create" button and click on "Become Subscriber"Image Added

• 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

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• 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. 

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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
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• 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 )
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• 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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 Note: For more information on Segmentation click on the link below:

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

11. How to create a notification run 

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

 Note: For more information on Notification Runs click on the link below:

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

12. How to Communication templates setup in the system

Communication templates can be setup in CRM.COM for different types of communications and these are then assigned to event based communications so that when an action is executed in CRM.COM the communication is automatically sent toe the customer. Like the example above where a customer whose wallet balance drops below a certain amount is sent a communication to remind them to top up.

Templates can be setup as SMS or HTML email or even direct to device (portal/APP)  communications. The templates can have dynamic content using CMRQL, CRM.COMs query language to bring dynamic content in the communications like cuatomer contact details, account balances, details of payments posted, relevant dates relating to the communication (i.e date of posted payment or issued bill) 

To view templates setup in the system currently:

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

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•  Under "Set up Communications Settings" on the right hand side click on "(7) Communication Templates"

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• Click on template "Zoom3Play New Payment". This template is sent whenever a payment transaction is posted to confirm the transaction to the client.

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• Click "View" next to the template to open the template and view the relevant information
• Under Template Values you can see that this is an email template and the subject line of the email 
• In the email body you can see the query language 

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• You can see examples of the CRMQL code embedded in the body of the email which brings up the customers name, the payment amount and payment posted date.

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13. 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

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14. How to view and manage Vouchers

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15. 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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16. 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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17. 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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