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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 Note: For more information on Contact Information click on the link below:

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
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• Update the contact details as desired
• Click Save

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

8.

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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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• The subscription page opens
• Navigate through the tabs to view the entered subscription information
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 Note: For more information on Subscriptions click on the link below:

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 informationImage Removed
• Under the Criteria tab select the Select the Entity that the segment will be aboutSpecify
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• 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 )
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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
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 Note: For more information on Segmentation click on the link below:

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
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• 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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• Under the Criteria Main Information tab , on the Segment section click Add and select the customer segment that you wish to send the email notifications to
  Note: The media e.g. Email or SMS is specified on Communication template, included in the selected Notification Type
• Click Save
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• In order to submit the notification run click Submit from the Actions button
• At this point, the notification run is sent to the scheduler
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• When the process run is completed you will be able to see it under the Process Runs tab.  This is where you will see all the process run of the specific notification run that will submit to the scheduler at any point
• The process runs allow you to see which have been processed successfully and which have been processed with errors by expanding the appropriate section
• You can also drilldown to specific entries to view the exact communication that was sent to each customer
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• Each notification being sent to a customer can also be viewed through the Communication Centre under the Customer Management tab
  Image Removedspecify the notification type's main information
• Select the notification information
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• Under the Communication Information tab select a communication template or create a new one
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• Under the Main Information tab specify the communication template's main information
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• Under the Template Values select the Media (Email, SMS, other)
• Specify the content of the communication template
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• Click Save
• Under the Criteria tab of the Notification Type window, on the Segment section click Add and select the customer segment that you wish to send the email notifications to
• Click Save to save the notification type
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• Click Save to save the notification run definition
• In order to submit the notification run click Submit from the Actions button
• If you prefer the notification run to automatically run repeatedly (e.g. daily, weekly, monthly etc) then specify this under the Scheduling Settings tab
• At this point, the notification run is sent to the scheduler
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• When the process run is completed you will be able to see it under the Process Runs tab.  This is where you will see all the process run of the specific notification run that will submit to the scheduler at any point
• The process runs allow you to see which have been processed successfully and which have been processed with errors by expanding the appropriate section
• You can also drill down to specific entries to view the exact communication that was sent to each customer
• Each notification being sent to a customer can also be viewed through the Communication Centre under the Customer Management tab and then under Notifications
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 Note: For more information on Notification Runs click on the link below:

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
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• 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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• Under the Validity section determine the discount validity period
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• Under the rest of the Criteria tabs enter more criteria that should be met in order for the discount to be applied
• Click Save

 Note: For more information on Additive Discounts click on the link below:

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.

• Navigate to CRM > Communication Centre > Access Communication Centre
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• Using the search filters on the top section search for the customer to retrieve and hit Enter
• All customer information is immediately loaded in the screen
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 Note: For more information on Notification Runs Communication Centre click on the link below:

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

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Communication+Centre

13. How to

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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 Billing CRM > Additive Discounts > Set Up Business Definitions
• Click New
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• The Additive Discount Definition page opens
• Under the Main Information tab enter the main information about the additive discount
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• Under the Discount Settings tab enter the discount settings
  • Under the Amount section select the discount amount type (e.g. Free Period)
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• Under the Validity section determine the discount validity period
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• Under the Discounted Products section click Add and enter the product on which the discount will be applied on
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• Under the rest of the Criteria tabs enter the criteria that should be met in order for the discount to be applied
• Click Save

 Note: For more information on Additive Discounts click on the link below:

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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.

• Navigate to CRM > Communication Centre > Access Communication Centre
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• Using the search filters on the top section search for the customer to retrieve and hit Enter
• All customer information is immediately loaded in the screen
  Image RemovedCommunication Centre > Access Communication Centre
• Retrieve a customer
• From the action panel select the Become Subscriber action
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• The Become Subscriber window opens
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• Enter or update pre-entered information and click Next to proceed to the next section and so on
• Under Subscription Terms enter the necessary subscription information according to the subscription type, the services and the physical items you would like to add to the subscription
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• Click Next
• Select Mandatory Services, Optional Services and Installed Items
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• The Preview & Action Panel allows you to preview the services and installed items you have added on the subscription before submitting it
• To create the subscription as a Draft click Submit As Draft
• To create the subscription and activate it at the same time click Submit
• The Become Subscriber window closes and the subscription is created and can be seen under the Subscription tab
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 Note: For more information on Communication Centre Subscriptions click on the link below:

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

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Subscriptions

14. How to

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activate a

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Draft subscription

• Navigate to Billing > Subscriptions > Manage SubscriptionsClick New
• 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 a customer
• From the action panel select the Become Subscriber action
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• The Become Subscriber window opens
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• Enter or update pre-entered information and click Next to proceed to the next section and so on
• Under Subscription Terms enter the necessary subscription information according to the subscription type, the services and the physical items you would like to add to the subscription
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• Click Next
• Select Provisioning Distributor
• Select Mandatory Services, Optional Services and Installed Items
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• The Preview & Action Panel allows you to preview the services and installed items you have added on the subscription before submitting it
• To create the subscription as a Draft click Submit As Draft
• To create the subscription and activate it at the same time click Submit
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• The Become Subscriber window closes and the subscription is created and can be seen under the Subscription tab
  Image Removedthe 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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• The Subscription window opens
• From the Action Panel expand the Subscription Related Actions section and click Activate Subscription
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• The Activate Subscription window opens
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• To activate the subscription immediately select Now and click Submit
• The subscription is activated and the activate subscription window closes
• You can now see that the subscription’s life cycle state changed from Draft to Effective
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 Note: For more information on Subscriptions click on the link below:

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

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15. How to add a new service to a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the Draft subscription which you would like to activateadd 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 activate his subscription
• Under the Subscription tab select the subscription number that you like to activate
• Click Manage Subscription
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• The Subscription window opens
• From the Action Panel expand the Subscription Service Related Actions section and click Activate Subscription Add Services
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• The Activate Subscription window opens
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• To activate the subscription immediately select Now and click Submit
• The subscription is activated and the activate subscription window closes
• You can now see that the subscription’s life cycle state changed from Draft to Effective
  Image RemovedAdd 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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• You can now view the newly added service and its life cycle state under the Subscriptions tab
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 Note: For more information on on Subscriptions click  click on the link below:

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

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16. How to

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remove a

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service

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from a subscription

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to add remove a new service tofrom
• 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 remove a new service to 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 Add Remove Services
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• The Add Remove Subscription Service window opensSelect the Provisioning Distributor
• Select the service that you would like to addto be removed
• 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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• You can now view the newly added service and its life cycle state under the Subscriptions tab
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• Remove Service
• Click Submit
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 Note: For more information on Subscriptions click on the link below:

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

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17. How to

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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.

• Navigate to Billing > Subscriptions > Manage Subscriptions
• Search and retrieve the subscription which you would like to remove a service frombill
• 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 who you would like to remove a service from his subscriptionto bill
• 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 Bill Subscriber
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• The Remove Subscription Service Bill Subscriber window opens
• Select the service to be removed
• Select action type Remove Service
• Click Submit
  Image RemovedSet your preferences on Bill As Of Date
• If you would like to preview the bill before submitting it, click  Preview Bill or else click Submit
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 Note:  For more information on Subscriptions click on Billing click on the link links below:

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

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

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18. How to

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view a generated bill and send it via email

• Navigate to Billing > Subscriptions Billing > Manage SubscriptionsBills
• Search and retrieve the subscription which you would like to billb
• 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 who 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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• To view the bill
• Under the Subscription tab select the subscription number
• Click Manage Subscription
• The Subscription window opens
• From the Action Panel expand the Subscription Related Actions section and click Bill Subscriber
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• The Bill Subscriber window opens
• Set your preferences on Bill As Of Date
• If you would like to preview the bill before submitting it, click  Preview Bill or else click Submit
  Image Removedclick on the Bill No.
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To send the bill via email to the subscriber directly from CRM.COM, select Communicate Bill via the Actions button

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• The Communication window opens
• Select the appropriate communication template
• Update the content if required
• Select the email to be sent to (if customer has multiple emails registered)
• Click Save
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 Note: For more information on Billing Bills click on the links link below:

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

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

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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 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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• To view the bill click on the Bill No.
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To send the bill via email to the subscriber directly from CRM.COM, select Communicate Bill via the Actions button

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• The Communication window opens
• Select the appropriate communication template
• Select the email to be sent to
• Click Save
  Image Removed> Access Communication Centre
• Retrieve the appropriate customer
• From the action panel select the Schedule An Activity action
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• 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
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• 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)
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• 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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 Note: For more information on Bills Activities click on the link below:

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

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20. How to

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create a service request

• Navigate to CRM > Activities Service Requests > Manage ActivitiesService Requests
• 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
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• The Activity window opens
• Enter or update pre-entered contact information and click Next to proceed to the next section
• On the Activity Characteristics section select the activity type e.g. Installation and define if it is associated with another entity regarding the same customer
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• Click Next
• On the Services To Be Provided section specify the one-time services that will be provided as part of the activity
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• Click Next
• On the Key Dates & Assignment section that the service request will be raised about
• From the action panel select the Raise A Service Request action
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• The Service Request window opens
• On the Service Request Terms select the service request type and provide a description of the service request
• On the Key Dates & Assignments 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 service request to a unit or/and user
  Image Removedor/and user
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• Click 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 keep track of the activities under the Customer Management tab and the Activities sectionAlternatively,  you can view the non-completed activities at any point under the Non Completed Activities section
  Image Removedthen 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 Activities Service Requests click on the link below:

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

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21. How to

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set up a Reward Scheme

• Navigate to CRM Rewards > Service Requests Rewards > Manage Service RequestsReward Schemes
• 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
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• The Service Request window opens
• On 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 needed
• If the service request is related to another entity specify it on the Related Entities section
• Click Next
• On the Affected Products 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 time
• Specify assignment information by assigning the service request to a unit or/and user
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• Click Save

 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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• 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 SchemesOffers click on the link below:

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

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23. How to

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sign up a subscriber for Rewards

• Navigate to Rewards > Rewards > Manage Reward OffersRewards Participants
• 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 Offer Validity tab define the offer’s validity period
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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
  Image RemovedRewards 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 or update necessary information
• Click Save

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

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

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24. How to

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view a subscriber’s Wallet

• Navigate to Rewards > Rewards > Manage Rewards Participants
• Click New
• The Rewards Participant page opens
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• Navigate through the tabs and fill in all necessary information
• Under Participating Schemes select the scheme that the subscriber will participate to
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• Click SaveFinance > 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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