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 1. Description

Zoom 3Play is a fictitious company created for CRM.COM demo purposes to showcase an end-to-end demo scenario where customers can sign up from an online website/portal to the Zoom3Play services and manage their subscriptions online by logging in with their personal username and password . The portal is integrated with the CRM.COM back-end system where all billing and payment transactions are handled based on the billing/pricing rules for the Zoom3Play scenario. 

Zoom 3Play offers its customers PayTV (IPTV + OTT), Broadband, and IP Telephony under 4 different pre-defined packages. Customers have the ability to subscribe to these four packages via the Zoom3Play web portal, they can log-in to the portal using their ID (provided by an automatically generated email after subscription activation) and password, and to manage their subscription with the ability to change services, update their personal and payment details, view and pay for their bills, view their wallet balance, top up their prepaid wallets, purchase vouchers and receive communications.

Payments for the Zoom3Play services are made by credit card (Via integration with the Stripe Payment Gateway in this case) and also vouchers in the case of prepaid services.  

The four packages offered on the Zoom3Play website are:

2. How to log-in as an existing subscriber on the CRM.COM Self Service Portal

Login as an existing Zoom3Play customer to view your account details and manage your subscription.

• Open your web browser
• Navigate to http://www.zoom3play.com

• Click on SIGN IN/REGISTER on the top right of the page
• Insert the following details XXXXXXXXX to login as an existing customer of ZOOM 3PLAY  

• In the main page you can view the general information on the customer account such as the subscribed service, the customers wallet balance on a prepaid account or any outstanding bills if the subscriber is on a Normal billing service, and any issues the customers has created via the portal to communicate to the provider.

• Under the "Subscription" tab the subscriber can view their subscription details like their subscription activation date, the services they are subscribed to and any physical goods like Set-top-boxes and Routers with the item serial number on the account. From here, depending on the service rules they can also add a new service, cancel existing services, upgrade or downgrade their subscription services.

• Under the "Wallet" tab the subscriber can view their account balance, the full wallet transaction history (Debits/Credits) and also top-up their wallet with any of the available methods (i.e credit card, vouchers etc.). In the case of a subscription billed as normal (not prepaid) the wallets tab would be replaced by a bills tab where the customer can view their full billing history and pay any outstanding bills.

• Click "Top Up" to view the available payment methods, in this case Credit Card and Vouchers

• Under the "Vouchers" tab the subscriber can purchase any online vouchers available (Note that vouchers are created/issued within CRM.COM from a dedicated vouchers module and can be either print vouchers in which case they are exported and sent to a print house for printing or they can be online vouchers and can be purchased from any website or within the portal. 

• The "Support" tab provides the subscriber the ability to raise issues/tickets from within the portal and keep track of their development as they are being handled by the operator/broadcaster. The issues are configured within CRM.COM like for example, service interruption, complain, general issue and are handled automatically once a customers raises an issue via integration with the CRM.COM back-end ticketing management processes as well as notifying the relevant team/person who needs to handle the via automated alerts.   
• The specific page also has an FAQ section

• Under the "Settings" tab the customer can edit their personal and contact details, update or add a credit card on their account, and change the username and password (access token) they use to access the portal.

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

• Open your web browser
• Navigate to http://www.zoom3play.com
  
• The ZoomLine homepage provides information regarding the available products and services. Scroll down or click on "Packages" to see the available services/packages
  

• Choose the Service you want to subscribe to and click on Subscribe
• The service registration page opens that allows you to add more services to your selected package
  
  
• If the service you choose to subscribe to requires an installed item (Router, STB) on the account, like the Premium Satellite TV (requires STB) or Triple Play (requires Router) service provide the serial number of your already purchased set top box/router
  
• When you are done with your product selection you can view your selection and rates before you checkout (EDIT ONCE PORTAL IS COMPLETED)
  
• When you are ready to proceed click on Checkout (EDIT ONCE PORTAL IS COMPLETED)
• The registration wizard opens and you are requested to provide your details so as to complete your subscription registration (EDIT ONCE PORTAL IS COMPLETED)
  
  
• 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.

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 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 "View" next to the enter to enter the subscription data entry page
  

• The subscription page opens
• Navigate through the tabs to view the entered subscription information
  

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

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

7. How to create a new segment using CRMQL

• Navigate to Foundation > Segmentation > Manage Segments
• Click New at the top
  
  
  
• 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 )
  
• As soon as the criteria are defined click Save
• In order to preview the segment click Preview from the Actions button on the top
  

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

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

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

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

• 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"

• 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
  
  
  
• 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
  
• 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
  
• 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

9. 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)
  

• Click Save

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

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

10. How to view an existing customer through the Communication Center

The Communication Center is the interface designed for Customer Care Agents to manage subscribers. It provides access to all the necessary information and actions a Customer Service Agent would need to manage a subscriber. It can be integrated with other Customer Care related systems such as IVR systems and more.

• Navigate to CRM > Communication Centre > Access Communication Centre
• Using the search filters on the top section search (i.e First Name) for the customer to retrieve and hit Enter. Otherwise, type "%" in the search bar and hit Enter.
• All customer information is immediately loaded in the screen. Use the Dashboard on  the left to navigate through different information like Subscription, Financials, Customer Care and Rewards
  
• Under the subscriptions tab for example you can view a customers subscription information like the services they are subscribed to and relevant dates (activation), as well as access a number of subscription related tabs by clicking the "View more" link at the top of the subscription information 

Note: For more information on Communication Centre click on the link below:

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

11. How to create a new subscription for an existing 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

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

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

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

• 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

12. How to view and manage Vouchers

13. How to view the Warehouses and manage installed items (i.e STB, Routers) for Subscriptions

14. CRM.COM Analytics (Reports and Dashboards)