AluxSat Instruction Manual

1. How to create an account on the CRM.COM Self Service Portal (new subscriber)

• Open your web browser
• Navigate to http://www.aluxsatAluxSat.com
  
• The AluxSat homepage provides some useful information regarding its products and services. Scroll down to see the available TV packages
  

• Choose the TV package you want to subscribe to and click on Subscribe
• The registration page opens that allows you to amend your selection and add more services to your selected TV package
  
• Provide the serial number of your already purchased set top box
  
• To access your favourite AluxSat services from more than one TV sets within your home, add Multiroom TV to your existing TV package
  
• To add additional channels to your existing TV package select the add-on channels of your choice
  
• When you are done with your product selection you can view your selection and rates before you checkout
  
• When you are ready to proceed click on Checkout
• The registration wizard opens and you are requested to provide your details so as to complete your subscription registration
  
  
• 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.
   Note:  Additionally, an SMS is sent to your mobile phone as soon as your subscription is activated.

2. How to create an account on the CRM.COM Self Service Portal (existing subscriber)

• Open your web browser
• Navigate to http://www.aluxsatAluxSat.com/login
• The Login page opens
• Click on Create My AluxSat account
  
• Enter your account number (as registered in CRM.COM), email address (as registered in CRM.COM) and a password
• Click on Send
  
• An email will be sent to you with access details

3. How to log in and navigate around the CRM.COM Self Service Portal

• Open your web browser
• Navigate to http://www.aluxsatAluxSat.com/login
• The Login page opens
• Enter your Account Number (provided in the email you received when your subscription was completed)
• Enter your Password (the one you provided during registration)
• Click Login
  

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• To view your notifications, click on the envelope icon on the top right section of the portal
  
• To log out of the portal click on Logout
  
  
  

4. Log In to CRM.COM

• Open your web browser
• Navigate to https://demo2.crm.com/crm 
• Enter the username and password that were provided to you
• Click Go
  

5. Get familiar with the CRM.COM screens

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

6. How to view a contact

• Navigate to CRM > Contact Information > Manage Contact Information
• Search for the contact you would like to retrieve using the search criteria and click Search
• The results that meet the specified criteria are retrieved
•  Click on the Contact Name to enter its Data Entry page
  
• The Contact Information page opens
• Navigate through the various tabs to view all entered contact information
  

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https://discover.crm.com/display/V4Manual/Contact+Information 

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How to update a contact’s personal details

• Navigate to CRM > Contact Information > Manage Contact Information
• Search for the contact you would like to retrieve using the search criteria and click Search
• The results that meet the specified criteria are retrieved
•  Click on the Contact Name to enter its Data Entry page
• The Contact Information page opens
• To update the personal details click on Edit
  
• Update the contact details as desired
• Click Save

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https://discover.crm.com/display/V4Manual/Contact+Information 

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How to view a subscription

• 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 the Subscription Number to enter its Data Entry page
  

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

9. How to create a new segment using CRMQL

• Navigate to Foundation > Segmentation > Manage Segments
• Click New
  
• Under the Main Information tab specify the segment’s main information
• Select the Entity that the segment will be about
  
• Under the Criteria tab 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
  

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

10. How to create a notification run to be sent to a specific customer segment

• Navigate to CRM > Notifications > Perform Notification Runs
• Click New and select Customer Care Notification Process Definition
  
• The Notification Run Definition screen opens
• Under the Main Information tab specify the notification run’s main information
• Select a notification type or create a new one
  

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

11. How to set up an Additive Discount

• Navigate to Finance > Product & Pricing > Additive Discounts > Set Up Business Definitions
• Click New
• The Additive Discount Definition page opens
• Under the Main Information tab enter the main information about the additive discount
  
• Under the Discount Settings tab enter the discount settings
  • Under the Discount section select the discount amount type (e.g. Free Period) and the free period
  • Specify the number of applied discounts within a period
  • Select the product to be discounted
    

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

12. How to view an existing customer through the Communication Centre

Communication Centre can be used in cases where a call centre is integrated to CRM.COM and therefore call agents can use it or as part of the company’s Customer Care processes.

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

13. How to create a new subscription for an existing customer within CRM.COM

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Click New
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve a customer
• From the action panel select the Become Subscriber action
  
• The Become Subscriber window opens
  

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

14. How to activate a Draft subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the Draft subscription which you would like to activate
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to activate his subscription
• Under the Subscription tab select the subscription number that you like to activate
• Click Manage Subscription
  

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

15. How to add a new service to a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to add a new service to
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to add a new service to his subscription
• Under the Subscription tab select the subscription number
• Click Manage Subscription
• The Subscription window opens
• From the Action Panel expand the Subscription Service Related Actions section and click Add Services
  
• The Add Subscription Service window opens
• Select the Provisioning Distributor
• Select the service that you would like to add
• Select action type Add Service
• To add the service in draft service click Submit As Draft.  To add the service and activate it click Submit
  

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

16. How to remove a service from a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to remove a service from
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to remove a service from his subscription
• Under the Subscription tab select the subscription number
• Click Manage Subscription
• The Subscription window opens
• From the Action Panel expand the Subscription Service Related Actions section and click Remove Services
  
• The Remove Subscription Service window opens
• Select the service to be removed
• Select action type Remove Service
• Click Submit
  

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

17. How to bill a subscriber

Normal and Prepaid billing is handled by the respective billing mechanisms within CRM.COM and are being executed in a batch mode.  This manual only shows you how to generate a bill for an individual customer.

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https://discover.crm.com/display/V4Manual/Prepaid+Billing

18. How to view a generated bill and send it via email

• Navigate to Billing > Billing > Manage Bills
• Search and retrieve the b
• Click on its number to enter its Data Entry Page
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer whom you would like to view the bill
• Under the Financials tab you can view the bill under the Bills section and drill down to view more bill information
  

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

19. How to schedule an activity

• Navigate to CRM > Activities > Manage Activities
• Click New
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the appropriate customer
• From the action panel select the Schedule An Activity action
  
• The Activity window opens
• Enter or update pre-entered contact information and click Next to proceed to the next section
• On the Activity Information section select the activity type e.g. repair and provide details regarding the activity
• On the Key Dates & Assignment section below specify the start date, the estimated and the expected completion time in order to be able to keep track of the activity
• Specify assignment information by assigning the activity to a unit or/and user
  
• Click Next
• On the Services To Be Provided section specify the one-time services that will be provided as part of the activity (for certain activity types the services are automatically added)
  
• Click Save
• You can keep track of the activities under the Customer Management tab and the Activities section
• Alternatively,  you can view the non-completed activities at any point under the Non Completed Activities section
  

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

20. How to create a service request

• Navigate to CRM > Service Requests > Manage Service Requests
• Click New
  Alternatively, as part of Customer Care:
• Navigate to CRM > Communication Centre > Access Communication Centre
• Retrieve the customer that the service request will be raised about
• From the action panel select the Raise A Service Request action
  
• The Service Request window opensOn the Customer Information section enter caller email
• Click Next
• On the Service Request Terms select the service request type and update all necessary information if neededIf provide a description of the service request is related to another entity specify it on the Related Entities sectionClick Next
• On the Affected Products Key Dates & Assignments specify the physical goods and services that the service request is raised for
• Continue to the rest of the areas and fill out all necessary information
• On the Key Dates & Assignments specify the start date, the estimated and the expected completion timestart date, the estimated and the expected completion time
• Specify assignment information by assigning the service request to a unit or/and user
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• Click Save

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• Next and go to the Affected Products tab
• On the Affected Products specify the physical goods and services that the service request is raised for
• Continue to the rest of the tabs and fill out all necessary information
• Click Save
• You can then view the Service Requests and track their progress through the Service Requests tab of the Communication Centre page
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 Note: For more information on Service Requests click on the link below:

https://discover.crm.com/display/V4Manual/Service+Requests

21. How to set up a Reward Scheme

• Navigate to Rewards > Rewards > Manage Reward Schemes
• Click New
• The Reward Scheme page opens
• Under the Main Information tab fill in all the main information of the scheme
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• Click Save

 Note: For more information on Reward Schemes click on the link below:

https://discover.crm.com/display/V4Manual/Configuring+Rewards+Schemes

22. How to create a Reward Offer

• Navigate to Rewards > Rewards > Manage Reward Offers
• Click New
• The Reward Offer page opens
• Under the Main Information tab fill in all the main information of the offer
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• Under the Award tab specify the award to be given by this offer
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• Under the Offer Validity tab define the offer’s validity period
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• Under the Reward Award Validity specify the validity of the awarded amount
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• Under the Award Conditions specify the conditions under which the award will be provided to the subscriber (Note: the award conditions depend on which reward offer type is selected)
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• Under the Spend Conditions specify the conditions under which the award can be consumed by the subscriber
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• If the above Reward Offer information is to be displayed via a mobile app or web portal fill in the Marketing Information accordingly
• Click Save

 Note: For more information on Reward Offers click on the link below:

https://discover.crm.com/display/V4Manual/Rewards+Offers

23. How to sign up a subscriber for Rewards

• Navigate to Rewards > Rewards > Manage Rewards Participants
• Click New
• The Rewards Participant page opens
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• Under Participating Schemes select the scheme that the subscriber will participate to. The subscribe will be able to be awarded from Reward Offers that are included in the specified scheme(s).
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• Navigate through the rest of the tabs and fill in all or update necessary information
• Under Participating Schemes select the scheme that the subscriber will participate to
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• Click Save
• Click Save

 Note: For more information on Rewards Participants click on the link below:

https://discover.crm.com/display/V4Manual/Rewards+Participants

24. How to view a subscriber’s Wallet

• Navigate to Finance > Wallets > Manage Wallets
• Search for a wallet to retrieve and click Search
• According to the search criteria the results are being retrieved
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• Using the drill-drowns you can view wallet related information directly from the summary page
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• Alternatively, click on the Wallet Number to enter its Data Entry page from where you can navigate through the various tabs and see all wallet related information
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 Note: For more information on Rewards Participants Wallets click on the link below:

https://discover.crm.com/display/V4Manual/Rewards+ParticipantsWallets

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25. How to view

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a subscriber’s Accounts Receivable

• Navigate to Finance > Accounts > Manage Accounts Receivable
• Search for an account to retrieve and click Search
• Click on the account number to enter its detail page
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• Navigate through the tabs to view more account related information
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 Note: For more information on Wallets Accounts Receivables click on the link below:

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

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Accounts+Receivable

26. How to view dashboards

• Navigate to Foundation > Analytics > View Dashboards
• The dashboards page opens
• You can switch from one dashboard to another using the drop down Switch To Dashboard
  
  
  
• In order to drill down to view more information click on a piece on a chart.  On mouse over on a piece you can also see the % and the exact volume
  

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

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27. How to generate a report

• Navigate to Foundation > Analytics > Run Reports
• Select a report to generate from the reports list
• Enter the criteria to filter your report results
• Define the fields to be displayed
• Define the group by fields
• Click on the format of the report to be generated
• The report is being generated according to the selected format
• If you would like to schedule the report to be automatically sent via Email then click on Schedule and define the scheduling settings of your choice
  

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