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 portal/website 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 automatically as it would in a real life scenario and based on the billing/pricing rules for the Zoom3Play business. 

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 service offerings on the Zoom3Play website are the below:

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.

3. How to create a new subscription on the CRM.COM Self Service Portal 

• 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
  
  
• 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
• The registration wizard opens and you are requested to provide your details so as to complete your subscription registration 
  
• Payments for ZOOM3Play are via credit card. You can use the below Credit Card details to simulate the payment:

Card number: 4242424242424242

Card Security Code: 111 

• 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
  
  
• To log in with existing subscribers to view different scenarios please use the below login details:

1) Cancelled Subscription scenario - This subscribers subscription has been cancelled/disconnected due to unpaid bills:

Username: demo2@mail.com

Password: 123456

• Under the Subscriptions tab you can see the services status as "Not effective"

• Under the Bills tab you can view details of the billing history and the two unsettled bills which resulted in the subscription to be deactivated.

2) Active Subscription scenario - This subscribers subscription is active:

Username: demo3@mail.com

Password: 123456

You can click on the tabs on the left to view Subscription details and full billing history. 

5. Get familiar with the CRM.COM screens

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

6. How to view existing products  setup in CRM.COM

The products module holds information on the different products managed by CRM.COM.  These are configured based on the specific operators product strategy and can vary in characteristics like single channel add-ons, LinearTV services, VOD movies and PPV assets, physical goods such as STBs and Routers and more.

• Navigate to Finance >  Product & Pricing  > Manage Products
• To view services type "%" in the "Type" field and repeat add "Add-ons" "VOD Movies" and "Termed Services" 
• Click Search and scroll down to view the setup services under the Types above

7. How to view product offerings (Packages and bundles)

CRM.COM allows the operator to define a number of billing and service rules to create different type of service offering to their customers. To view how the Zoom3Play packages have been setup as they are made available on the Zoom3Play website above:

• Click on the configuration settings on the top right of the CRM.COM back-end interface and
• Click on "Billing"

• Click on "(1) Subscription Types"

• In the "Name" field type "%" and click "Search"
• The four different offerings as provided on the Zoom3Play website (www.zoom3play.com) are listed
• Here you can see how the service rules are setup for each offering and how the different services are priced
• Click on "View" next two "Zoom Build your own package - Prepaid" - As per the description above this packages has one main serrvice and the customer can choose a minimum of 2 add-ons from the available 4 to build their own package at a  minimum price of €22 euro. Lets see how this is setup
• Under the "Allowed Attributes" tab we can see the services with one main service and the four available add-ons. The main service is priced at €10 and each add-on is priced at €6, 

• Under the "Termed Service Rules" tab we can see the rules where for this service offering to be activated the customer must subscribe to the main service and a minimum of two optional services (add-ons) to be able to activate the service.

8. 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 

• This will open a new tab with a more detailed view of the subscription information and an "Action" button with the available actions a customer service agent can execute.

Customer scenarios:

• Cancelled subscription due to unpaid bills

• Using the search filters on the top section search Full Name: Evan Davies for the customer to retrieve, hit Enter and click on the customer name. 
• If you click the Subscriptions tab you can see the status is set as "Not Effective"

• Under the Customer Care tab you can view the communications the customer received including the last communication informing the customer that their subscription has been deactivated sure to outstanding bills. 

• If you click on the communication you can view the email content informing the customer of the deactivation

• Under the Financials click on the "View more" link at the bottom. This will open a new tab on your browser with a more detailed view of the subscribers financial information

• Click on the Financial Transactions tab at the bottom and click Search to view the financial transaction with the latest outstanding bill

• You can click on each bill and payment tranactions to get a more detailed view of each item

• Active subscription 

• Using the search filters on the top section search Full Name: Steve Watson for the customer to retrieve, hit Enter and click on the customer name. 
• If you click the Subscriptions tab you can see the status is set as "Effective"
• As above, under the Customer Care tab you can view the communications the customer received such as the first activation email and follow up communications with bills and payment confirmations
• As above, under the Financials tab, click on the Financial Transactions in the newly opened tab on your browser and click Search to view the payments and bills for this subscriber. 

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

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

9. How to create a subscription for a new 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

• The system will provide a preview rates page, You will notice that there is a 1 month free discount applied automatically on this package and hence the balance for the fist invoice is zero. 

• Click "Submit" on the top to activate the subscription
• An email will be sent to the customers email account to welcome them and provide details on how to login to the online portal to manage their subscription 

10. 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

11. How to create a notification run 

• 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

12. How to Communication templates setup in the system

Communication templates can be setup in CRM.COM for different types of communications and these are then assigned to event based communications so that when an action is executed in CRM.COM the communication is automatically sent toe the customer. Like the example above where a customer whose wallet balance drops below a certain amount is sent a communication to remind them to top up.

Templates can be setup as SMS or HTML email or even direct to device (portal/APP)  communications. The templates can have dynamic content using CMRQL, CRM.COMs query language to bring dynamic content in the communications like cuatomer contact details, account balances, details of payments posted, relevant dates relating to the communication (i.e date of posted payment or issued bill) 

To view templates setup in the system currently:

• Click on the configuration settings on the top right of the CRM.COM back-end interface and
• Click on "CRM"

•  Under "Set up Communications Settings" on the right hand side click on "(7) Communication Templates"

• Click on template "Zoom3Play New Payment". This template is sent whenever a payment transaction is posted to confirm the transaction to the client.

• Click "View" next to the template to open the template and view the relevant information
• Under Template Values you can see that this is an email template and the subject line of the email 
• In the email body you can see the query language 

• You can see examples of the CRMQL code embedded in the body of the email which brings up the customers name, the payment amount and payment posted date.

13. 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

14. How to view and manage Vouchers 

Via  dedicated interface for Vouchers CRM.COM allows the operator to create, issue and export vouchers to be printed at a print-house and to be made available to subscribers at off line locations. Also online vouchers can be defined and these can be purchased online via a portal. To view available vouchers created in the system navigate to:

• Navigate to Finance > Vouchers > Manage Voucher Lots
• Type "%" in the "Number" field and  click Search
• As you will see there are 3 different Voucher lots as per below: 

1. All Zoom Services - Vouchers which can be used to pay for all services
2. Build your Own Package Vouchers - Vouchers for the "Build your Own Package" package
3. 2 TVOD Movies Voucher (HD Movies) - Vouchers which can be spent on video on demand movies 

• Click on the "All Zoom Services"
• In the new page type "%" in the "Number" field and click "Search"

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

• Navigate to Foundation > Inventory Management > Warehouses
• Using the search filters on the top section type "%" in the Name field  and hit Enter to retrieve all the Warehouses setup in the system. 

• Click on Zoom Sales WHS to see the item balances in this warehouse at the bottom of the screen

16. How to manage individuals installed items

Via the CRM.COM Installed items module you can view individual installed items like STBs and Router and keep track of their full location change history and tracking information like Serial number.

• Navigate to Foundation > Inventory Management > Installed Items
• Type "%" in the "Serial Number" field and click "Search"
• You can click "View" next to each item to view location information 

17. CRM.COM Analytics (Reports and Dashboards)

CRM.COM has a number of dashboard and reports coming with the system release and additional dashboards and reports can be developed with system data. 

REPORTS

• To view the available reports in the system navigate to Foundation > Analytics > Reports
• Here you can see the different reports available under different Application and Module headings
• Click on the different sub-headings to view the available reports under each module

• Click on the Subscriptions report under the Billing Application Reports to expand the selection and select the "Subscriptions Life Cycle State" report.
• Here you can use from different criteria to create a report and generate the results in HTML, PDF, EXCEL, or a CSV file. 
• To generate an example report fill in the following:

           - Subscription Type: "Zoom Build your own package - Prepaid"

           - Created Date: 01/01/2019

           - Fields Displayed: choose any fields  by double clicking a field from the list on the left

           - Click on HTML

• This will bring up the HTML report in a new tab

DASHBOARDS

• To view the available Dashboard in the system navigate to Foundation > Analytics > Dashboards
• Use the drop down menu on the top to navigate through the different dashboards
• For example choose the "Subscriptions" dashboard to view subscription related bar charts and pie charts