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1. Disclaimer
AluxSat is a fictional subscription TV and triple play company. The AluxSat demo scenario illustrates how you can use the CRM.COM software for subscription, CRM and billing operations. All persons portrayed in the demo are fictitious and any resemblance to real persons is purely coincidental. Data and product names are also fictitious.
2. Introduction
AluxSat is a medium sized telecommunications company which operates across Europe. It currently offers digital TV, broadband and telephony services to residential customers as well as companies. AluxSat is a major player in the subscription digital TV market and has an extensive range of TV channels and packages offered at competitive prices. AluxSat’s success has led to the expansion of its services and recently became a triple play provider (television + broadband + telephony). It is crucial for the company to keep track of its sales cycle in an efficient manner, to have the ability to profile its customers and have a 360 degree view of every subscriber, to effectively perform up-selling and cross-selling and provide a uniform and flexible billing service to its customers.
3. Company Structure
AluxSat is structured as below:
The responsibilities of each department are:
3.1. AluxSat Internal Community:
Sales:
- Creating and updating price plans
- Managing discounts
- Managing subscription maturity rewards
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- Back office operation and management
- Scheduling billing runs
- Running payments
- Performing and validating disconnection runs
- Performing and validating reconnection runs
3.2. AluxSat Partners:
Some of AluxSat’s operations are performed by third party companies. There are three types of operations that are performed by these companies:
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- Creating new subscriptions
- Upgrades / Downgrades / Package change
- Assign installation jobs to Installers
- Update installation jobs
3.3. Customers (using the online web portal):
Customers have the ability to view their account balance and subscription information and create information requests via AluxSat’s web portal by providing their ID and password.
4. Overview of AluxSat Operations and Services
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AluxSat provides a range of TV channels grouped into subscription packages. A TV receiver needs to be installed at the customer’s location in order for the TV provision to be available. Multiple viewing on multiple devices is available.
4.1. Customers
AluxSat currently provides digital TV channels to residential customers as well as companies. The call center and the customer support center provide customer support – handling enquiries regarding AluxSat services and technical support. Every time a customer contacts the call center or walks in a customer support center, the agent loads the customer record.
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