This guide is designed to help our partners and prospective customers understand the CRM.COM multi-service billing solution and explains how it can help operators maximize their operational efficiency, minimize costs and retain subscriber loyalty whether the offering is video, broadband or telephony.
Multi-service. Video, broadband & telephony
CRM.COM provides an ultra modern, powerful and highly scalable billing solution to operators which is at par with the latest telecom innovations and best practice. CRM.COM is geared for multi-service businesses and can fully support subscriptions and billing around video, broadband and telephony, ready for any country, any currency and any tax model.
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More than a billing software
CRM.COM is a leader in NewGen billing with best practice and ready to be deployed processes. CRM.COM enables businesses to switch from asset-based to subscription based models such as prebill, postbill, prepaid eWallet based or voucher-based. CRM.COM accommodates subscribers across multiple organizational models – B2C, B2B and B2B2C.
CRM.COM allows the operator to set up its internal and partner business network and enables multiple organizations to collaborate between them so as to service customers and carry out specific business operations (e.g. sell services via retail outlets).
Flexible payment options
When it comes to accepting payments it’s crucial that operators provide ease and flexibility to subscribers to pay for their subscription fees. CRM.COM is already integrated to multiple payment gateways allowing subscribers to easily specify their preferred method of payment and operators to collect the subscription fees automatically and in time.
CRM.COM is pre-integrated with STRIPE and JCC for card payments and supports SEPA payments, direct debits, mobile payments, eWallets, vouchers, cash payments etc. For card payments, the payment gateway is responsible to register and verify the card and for security purposes CRM.COM only stores the encrypted information sent back by the gateway. The CRM.COM API allows the operator to integrate and provide more payment options via local or other global payment gateways.
Centralized product and pricing management
CRM.COM allows the operator to easily define its offerings via a powerful and centralized product catalog which saves precious admin time and minimizes costly errors. The product catalog allows to quickly launch new services or products, provide their characteristics and assign flexible pricing on them, based on which everything is provisioned.
CRM.COM is more than adding a flat fee on a service bundle applicable to all. It allows for free trials, it allows for services to be billed at a fixed cost on a recurring basis, it allows for services to be provided and billed based on their usage (duration, volume, time etc.), it allows to add recurring or one-off expense fees (setup fee, rental fee etc.), it allows for services to be provided on customer request and be provisioned for a specific time period and many more.
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CRM.COM also offers excellent bundling opportunities to operators to enhance their service portfolio. A ready-made integration with Netflix allows for subscription onboarding as well as retrieving, accepting and declining charges posted by Netflix. Similarly, via the CRM.COM API which provides extensive integration capabilities, operators can bundle their offerings with any 3rd party content/service provider.
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Targeted and personalized
CRM.COM’s segmentation allows the operator to target their audience and provide personalized services and offers to specific customer segments. Segments are easily built based on common characteristics such as demographics, location, subscriber behavior etc.
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Device management
Devices are also managed in CRM.COM where required to provision subscription services to the customers. CRM.COM supports the billing of the devices whether these are being sold to subscribers once or rented at a fixed price and charged recurrently as part of their billing cycle. In addition, CRM.COM supports the device authentication as well as any rules that need to be applied on devices such as maximum number of logged in devices, billable usage of devices etc.
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Provisioning
CRM.COM supports the provisioning layers for video (CAS, OTT platforms), broadband (Radius) and telephony (VoIP, MVNO) and the CRM.COM API is responsible to submit service oriented transactions among systems. Provisioning is primarily responsible for handling the activation and deactivation of signals transmitted to customer devices whether this is a smart TV, a Set Top Box or a router.
A complete solution
In addition to subscription management and billing, CRM.COM provides multiple of other tools and functionality that makes CRM.COM a complete end-to-end solution for telecom operators.
Warehouse management allows operators to manage their physical products (traceable or non-traceable), view stock balance and keep track of traceable product location and movements between the warehouse and subscriber location or vice versa.
Customer care allows operators to engage effectively with customers and provide assistance where required (e.g. on customer complaints, overall customer service, damaged or stolen devices etc.) while maintaining a high level or communication between the operator and the customer with useful notifications sent automatically by CRM.COM upon event triggering.
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CRM.COM also allows operators to award their subscribers based on the maturity of their subscriptions, the services they subscribed to or the amount of usage services or monetary amount they have consumed within a period of time. The subscriber loyalty can be awarded by a variety of sophisticated offers while the operator watches the revenue increase and the churn rates drop.
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Native mobile app and web portal
The subscription experience wouldn’t be complete without a modern and user friendly self-care mobile app and web portal. The app and portal are fully configurable from the CRM.COM backend and have a highly intuitive UX. All is defined in the CRM.COM backend and the app is published in the app stores, iOS and Android. The operator has the flexibility to configure the look and feel of the app and portal and set it up according to its brand in regards to font and colors; and set up a beautiful self-care environment easily as per its brand identity.
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Via the app and portal, customers have the ability to self-register and subsequently manage their subscription, upgrade or downgrade their plan, purchase or cancel any add-on services, pay for their bills online, top-up their prepaid eWallet, receive notifications, view transaction history, raise issues and more.