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:

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

Customer Service:

1. Logging communication with customers
2. Creating new subscriptions
3. Handling subscription upgrades
4. Handling service requests (complaints, enquiries etc.)
5. Handling contract changes
6. Handling resting periods
7. Handling voucher top ups
8. Escalating technical issues to technical support
9. Escalating subscription cancellations / regrets to back office
10. Manage resource requests

Inventory and Warehouse:

1. Importing hardware
2. Stock taking
3. Managing warehouse transactions

Billing & Finance:

1. Creating financial transactions manually
2. Validating billing runs
3. Running financial related reports
4. Exporting data to GL

Marketing:

1. Designing, creating and approving targeted campaigns
2. Designing, creating and approving promotional offers
3. Analyzing campaign results
4. Analyzing promo offer results

Technical Support and Repairs:

1. Handling escalated technical support issues
2. Fixing hardware sent for repair

System Administrators:

1. Configuring and monitoring of the Business Network
2. Managing users and security profiles
3. Monitoring the system performance and usage
4. Performing global configurations
5. Performing module configurations

Back Office:

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:

Installations:

1. Hardware Installations

Retailers:

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 view their account balance and subscription information and create information requests via AluxSat’s web portal by providing their ID and password.

4. Overview of AluxSat Operations and Services

AluxSat provides a range of TV channels grouped into subscription packages.  A TV receiver 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. 

Customers are classified into two categories: Physical persons and companies.

Person: all customers that are physical persons

Company: all customers that are companies

Information recorded for each customer (physical person) includes:

• First Name
• Last Name
• ID No.
• Date of Birth
• Phone No.
• Email
• Address
• Category: Residential (default) 

Information recorded for each customer (company) includes:

• Company Name
• Registration No.
• VAT No.
• Phone No.
• Email
• Address
• Category: Corporate (default)

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 fees, are also products.

Products can be physical items (hardware), TV services, broadband services or fees:

Physical items: TV box, wireless router, remote control

Products: TV packages, additional channels, pay per view, movies on demand, triple play packages, telephony

Expenses: installation service, repair fee

1.1.1.                        Available Products

1.1.1.1.    Subscription Packages

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

• 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

1.1.1.2.    Additional Channels

The below additional channels can be added to a subscription package for an extra charge under the condition that a customer has already subscribed to either one of the Main Subscription Packages or to one of the Triple Play packages.

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

1.1.1.3.    Pay Per View

Pay per view is provided under the condition that a customer has already subscribed to one of the Main Subscription 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.  Such products are divided into the below types:

• PPV Sports
• PPV Concerts
• PPV Awards

1.1.1.4.    Movies On Demand

Movies On Demand are provided under the condition that a customer has already subscribed to one of the Main Subscription 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. Such products are divided into the below types:

• Library Movies
• Movies - New Releases

1.1.1.5.    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: