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:

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The responsibilities of each department are:

3.1. AluxSat Internal Community:

Sales:

1. Creating and updating price plans
2. Managing discounts
3. Managing subscription maturity rewards

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1. Back office operation and management
2. Scheduling billing runs
3. Running payments
4. Performing and validating disconnection runs
5. 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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1. Creating new subscriptions
2. Upgrades / Downgrades / Package change
3. Assign installation jobs to Installers
4. Update installation jobs

3.3. Customers (using the online web portal):

Customers have the ability to subscribe to AluxSat services via the AluxSat web portal, log in to the portal using their ID and password and manage their subscription with the ability to add or remove services, update their personal and payment details, view and pay for their bills, view their wallet balance, top up their prepaid wallets, purchase vouchers, view their messages/notifications etc.

4. Overview of AluxSat Operations and Services

AluxSat provides a range of TV channels grouped into subscription packages.  A TV box 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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The agent serving the customer is also recorded.

4.2. Products

4.2.1. Product Types

AluxSat offers a variety of products to its customers ranging from TV packages, Triple Play packages, add-on channels, PPV and VOD.  In addition to these services, AluxSat offers the appropriate hardware required for the provision of services.  Certain fees that may also apply, such as installation or repair services are listed as expenses.

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Expenses: installation service, repair service

4.2.2. Available Products

4.2.2.1.    Subscription Packages

Customers can subscribe to one of the following TV packages and have the option to add additional channels on top of the package.

• AluxSat Family: Local + Documentaries + Kids
• AluxSat International: Local + Documentaries + International
• AluxSat Entertainment: Local + Documentaries + Entertainment
• AluxSat Sport: Local + Documentaries + Sport
• AluxSat Premium: Local + Documentaries + Sport + International + Entertainment + Kids
• Triple Play Bronze: AluxSat Premium + Home Broadband Bronze 4MB + Telephony
• Triple Play Silver: AluxSat Premium + Home Broadband Silver 12MB + Telephony
• Triple Play Gold: AluxSat Premium + Home Broadband Gold 32MB + Telephony

4.2.2.2.    Additional Channels

The below additional channels can be added to a subscription under the condition that the customer has already subscribed to either one of the main subscription TV packages or to one of the Triple Play packages.

• AluxCinema
• AluxCinema HD
• AluxSport
• AluxSport HD
• Adult

4.2.2.3.    Pay Per View

Pay per view is provided under the condition that a customer has already subscribed to one of the subscription TV packages or to one of the Triple Play packages.  Pay per view products are available to all the subscribers who ordered them on time according to the broadcaster.  In order for Pay Per View services to be provided, the subscriber needs to subscribe to the below basic service:

• Pay Per View (PPV)

4.2.2.4.    Movies On Demand

Movies On Demand are provided under the condition that a customer has already subscribed to one of the subscription TV packages or to one of the Triple Play packages and are available for multiple viewing within 24 hours from the time of the order.  The subscriber launches the movie store from the main menu on his TV set and selects the movie of interest to purchase.  In order for Movies On Demand services to be provided, the subscriber needs to subscribe to the below basic service:

• Movies

4.2.2.5.    Telephony

Telephony is provided only with Triple Play packages and is available both for normal and prepaid subscribers.  Telephony is billed on a usage basis and the call rates vary according to the call’s country of destination and call duration.  All local calls are charged on a flat rate per minute.  International call rates are grouped in 7 bands and each band has a different rate per minute.  For telephony rates check the Pricing section of this document.  The bands according to the Telephony Usage Service Catalog are as below:

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4.2.2.6.    Broadband

Broadband is only available as part of any of the Triple Play packages.  The broadband services provided by AluxSat are as below:

• Home Broadband Bronze 4MB
• Home Broadband Silver 12MB
• Home Broadband Gold 32MB

4.2.3. Additional Distribution Points – Multiroom Subscriptions

AluxSat subscribers have the option to purchase up to 2 additional AluxSat TV boxes, apart from the initial main TV box for each subscription.  Each additional TV box is charged with a one-off fee for its purchase and a monthly recurring fee for the provisioning at each distribution point.  The twin subscriptions are provided at a lower monthly rate compared to the main subscription package.

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• Multiroom TV 1
• Multiroom TV 2
• Additional AluxSat TV boxes for each Multiroom TV product

4.2.4. Required Hardware

4.2.4.1.    AluxSat TV Box

A TV box is required for the provision of the TV channels which allows you to stream live HD and SD programming, watch movies on demand or pay per view services.  Distribution is only permitted for the channels that the customer has already subscribed to.  Each AluxSat TV box comes with an embedded smartcard.

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The OTT platform supports additional smart devices, such as tablets and smart phones. For such devices the OTT platform initiates the provisioning flow and requests subscription and financial status info via the CRM.COM API before allowing user login or content access. 

4.2.4.2.    Wireless Router

For triple play subscribers, access to the internet is provided through a wireless router.  One router is required to be purchased and is charged at a one off fee of €20.

4.2.4.3.    Remote Control

The AluxSat remote controls are provided for free with each AluxSat TV box.  The remote controls are easy to operate and come with a backlighting to enhance use under low-light conditions.

4.3. Subscriptions

 4.3.1. Subscription Types

Customers that wish to subscribe to any of AluxSat’s services can either contact the call center, walk in any AluxSat store or register online via AluxSat’s web portal.  Apart from the web portal, an agent will serve the customer and proceed with a subscription creation.  AluxSat provides two types of subscriptions:

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Different rules apply for each of the above types.

4.3.1.1. Normal AluxSat Subscriptions

Normal subscriptions are the subscriptions which are pre-billed.  In this case, customers are billed in advance and payment is made before they start using the services they subscribed to.  They payment is done via a recurring STRIPE payment, a cash payment or a direct debit.

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For normal subscriptions bills are generated and sent to the customers according to their presentment preference.  Customers need to settle their bills before the due date to avoid disconnections.

4.3.1.2.    Prepaid AluxSat Subscriptions

Prepaid subscriptions are the subscriptions where customers pay in advance and have a wallet balance which is consumed by the services they subscribed to.  The used amount is deducted on a daily basis from customers’ wallets. When the wallet balance is consumed then all services are disconnected.

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No bills are generated for prepaid subscriptions.

4.3.2. Subscription Statuses

There are six different statuses describing a subscription lifecycle state: Draft, Effective, Not Effective, In Resting, Cancelled and Regretted. 

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Regretted: The subscription is not active, it will not be charged and the subscriber will not be receiving any services. Amendments on the subscription are not allowed. The subscriber is credited for the period that the services were provided and billed.

4.4. Subscription Actions

Subscription actions are used to execute certain actions or apply changes on existing subscriptions and enforce the integration with the provisioning providers. 

4.4.1. Upgrade Subscription Package

Subscription package upgrades to more expensive packages are available at any given time.  The upgraded service’s charge will be applied from the day of activation and a credit payment will be performed for the current service for the remaining billing period.  Binding period of initial subscription package remains as is.

4.4.2. Downgrade Subscription Package

Subscription package downgrades to cheaper packages are available at any given time.  Downgrades are only allowed once the binding period is over (for normal subscriptions).  The downgraded service’s charge will be applied from the day of activation.

4.4.3. Add Services

Customers have the option to subscribe to additional services on top of their main subscription package.  Such services cannot be provided on their own and are charged according to their type, either on a termed basis or a usage basis.

4.4.4. Add Service Usage

Customers have the option to order usage services such as movies or other programs on demand directly from the TV Box.  Once the action is executed provisioning signals will be sent to the device of the subscriber to enable the item they have ordered.

4.4.5. Remove Services

Customers have the option to remove services they subscribed to due to service cancellations or regrets.

4.4.6. Deactivate Subscription

Subscription deactivations are possible to be performed at any time a customer wishes to deactivate his subscription providing a 10-day notice to AluxSat.  However, no return payment is performed on behalf of AluxSat and the customer is required to pay the full amount starting from the cancellation date to the rest of the binding period (for normal subscriptions).

4.4.7. Rest Subscription

Resting period is allowed for 30 days in total and only 3 times maximum per year.  AluxSat requires not to bill the customer whenever his subscription is in resting.  However, the pre-bill mechanism often bills the customer upfront for the specified period.  Therefore, the customer is credited from the date of the resting period start and then charged from the date of the resting period end and onwards.

4.4.8. Amend Billing Terms

A customer is allowed to make restricted amendments on the agreement between himself and the subscription operator.

4.4.9. Add Installed Items

Hardware is necessary in order to provide the services for which a customer has subscribed to.  Such hardware can be TV boxes or routers.

4.4.10. Swap Installed Items

In case of hardware malfunction or stolen hardware, the subscriber is requested to purchase new hardware items which will replace the old items.

4.5. Billing

 4.5.1. Billing Runs

For normal subscriptions AluxSat performs normal billing runs every month on the 5^th (approximately) day of the month and pre-bills the whole subsequent calendar month.   For prepaid subscriptions AluxSat performs prepaid billing runs on a daily recurring basis. Both services and physical goods are considered billable.

4.6. Payment Methods

For normal subscriptions (not prepaid) AluxSat offers various payment methods allowing customers to pay their subscriptions and other fees in their preferred method.  These methods are: cash, credit card , direct (via the STRIPE payment gateway or other payment gateway), direct debit, bank transfer, and vouchers and payments via the STRIPE payment gateway.

For prepaid subscription AluxSat offers AluxSat Vouchers to be used as the payment method where subscribers purchase vouchers and top up their wallet with.

4.6.1. Vouchers

AluxSat provides an alternative way of payment through the AluxSat Vouchers.  Vouchers are purchased by subscribers, they provide the voucher secret number to the Customer Service Agent or web portal to top up their wallets and that amount can then be consumed by the products or services of the account owners as denoted by the voucher.

4.6.1.1. AluxSat Vouchers

AluxSat offers the below vouchers:

• €20 Vouchers on all services
• €50 Vouchers on all services + €5 extra added value
• €100 Vouchers on all services + €10 extra added value
• €25 Vouchers on AluxSat Premium only

4.6.2. STRIPE Payment Gateway

The stripe payment gateway is a built in integration of CRM.COM and the Stripe payment system which allows the acceptance of online and mobile payments.

4.7. Payment Frequency

Flexibility on the payment frequency is given to customers so as to choose whether they wish to pay on a monthly, quarterly, biannually, annually or on a 2-year basis.

4.8. Presentment Methods

Subscribers (except prepaid subscribers) can select the method they wish to receive their bills, by selecting between Email, SMS and Post.

4.9. AluxSat Subscription Batch Processes

AluxSat supports subscription batch processes for deactivation and activation purposes.

4.9.1. Deactivate Unsettled Subscriptions

This process is used to retrieve all unsettled effective subscriptions (i.e., subscriptions that have unsettled bills) in order to deactivate them.  This process runs automatically on a daily basis.  Once completed, all the subscription services of the subscription are being deactivated, setting their life cycle state from “Effective” to “Not Effective”.

4.9.2. Activate Settled Subscriptions

This process is used to retrieve all settled deactivated subscriptions (i.e., subscriptions whose bills have been settled) in order to reactivate them.  This process runs automatically on a daily basis.  Once completed, all the subscription services of the subscription are being reactivated, setting their life cycle state from “Not Effective” to “Effective”.

4.10. Pricing

The table below shows the prices for all AluxSat’s products.  Usage service products have their own usage service catalogs.  The rest of the products’ rates are included in the AluxSat Price Plan.  All prices are in Euros.

4.10.1. AluxSat Price Plan

Note: Apart from the above pricing, special promos and discount apply.  See section 4.11 Additive Discounts

4.10.2. AluxSat Usage Service Catalogs

Usage Service Catalogs are used to maintain all usage service information and to define the business rules, dependencies and prerequisites between services that determine the services that are allowed to be offered to subscribers, their price rates and the conditions that should be fulfilled in order for those services to become available.  The OTT (Over The Top) business model is supported via the Usage of Usage Service Catalogs.

4.10.2.1. Pay Per View Usage Service Catalog

  Note: Subscription to “Pay Per View (PPV)” termed service is required.

4.10.2.2. Movies On Demand Usage Service Catalog

  Note: Subscription to “Movies” termed services is required.

4.10.2.3. Telephony Usage Service Catalog

4.11. Additive Discounts

AluxSat is offering the below auto-apply additive discounts:

• €5.00 discount on AluxSat Entertainment
• 50% discount for the first 3 months on Triple Play Gold service
• 1 month free on AluxCinemaHD

4.12. Service Requests

Call center agents will be the first to talk with customers.  In situations where the customer is facing a technical problem, then the Call Centre agents will try to solve the problem.  If the problem cannot be resolved then it is escalated to the technical and repairs department.  In such a case, service requests are created and assigned on technicians.  All service requests are recorded indicating the related customer, the caller’s details, the type of the issue, its status, its lifecycle state, its urgency level, its priority level, its key dates, who it’s assigned to, the response, the resolution and the services or physical goods that may be required in order for the service request to be completed.

4.12.1. Service Request Types

The below types are supported:

• Complaint
• Technical Issues
• General issues

4.13. Jobs

Jobs are small projects initiated by the operator for customers, where services and physical goods are delivered and billed.

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Repairs are billable.  A charge is applied for each hardware repair.

4.13.1. Technical Operators

Technical operators are responsible for all on-site installations and repairs and are available between 09:00am – 13:00pm from Monday to Friday.  Each installation requires approximately 1 hour to complete.  A technical operator resource is booked for each job according to availability.

4.14. Notifications, Reminders and Communication

Email and SMS notifications are used for communications with customers on reminding about unsettled bills, low wallet balance, sending promotional offers or informational material etc.  In order for a customer to receive email or SMS notifications he needs to provide his email and mobile phone respectively to one of the customer service agents.

4.14.1. CM SMS Gateway

CM. SMS Gateway is integrated to CRM.COM and enables sending text messages (SMS) to the mobile phone numbers of AluxSat subscribers for notification or other communication purposes.

4.15. Warehouse

AluxSat warehouse is used to control the location and quantity of all physical goods related to the AluxSat subscriptions such as TV Boxes, Routers and Remote Controls.

4.16. AluxSat Rewards

4.16.1. Reward Subscription Maturity

AluxSat awards its subscribers with €10.00 into their wallets when having a subscription which are effective without any interruptions for 1 year.  This amount can be consumed by the subscribers on AluxSat products and services only.

4.16.2. Reward Referrals

AluxSat awards its subscribers that refer other people to become subscribers with €5.00 into their wallets.  This amount can be consumed by the subscribers on AluxSat Movies on Demand products only and within 3 months of the time of the award.

4.16.3. Birthday Bonus

AluxSat awards its subscribers on their birthday with €2.00 into their wallets, the equivalent amount of a newly released movie.  This amount can be consumed by the subscribers on AluxSat Movies on Demand products.

4.16.4. Other Offers

AluxSat may run promotional Reward Offers at any time within the year with limited validity periods (e.g. Christmas offers, Summer offers, promo products etc).

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