This overview is designed to help our partners and prospective customers understand the CRM.COM multi-service billing solution and explains how it can help operators unlock monetisation opportunities, maximise their operational efficiency, minimise costs and retain subscriber loyalty whether the offering is video, data or telephony.

Multi-service. Video, data & telephony

CRM.COM provides operators with an ultra-modern, powerful and highly scalable billing solution that is at par with the latest telecom innovations and best practices. CRM.COM is geared toward multi-service businesses and can fully support subscriptions and billing around video, data and telephony, ready for any country, currency and tax model.

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More than a billing software

CRM.COM is a leader in NewGen billing with best practices and ready-to-be-deployed processes. CRM.COM enables businesses to switch from asset-based to subscription-based models such as pre-bill, post-bill, prepaid eWallet based or voucher-based. CRM.COM accommodates subscribers across multiple organisational models – B2C, B2B and B2B2C.

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CRM.COM allows the operator to set up its internal and partner business network. It enables multiple organisations to service their 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 into multiple payment gateways allowing subscribers to easily specify their preferred payment method and operators to collect the subscription fees automatically and on time.

CRM.COM is pre-integrated with multiple payment gateways for recurring payments and supports SEPA payments, direct debits, mobile payments, eWallets, vouchers and cash payments. Card payments are fully PCI compliant, with the payment gateway registering and verifying the card and CRM.COM storing the token 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.

Centralised product and pricing management

CRM.COM allows the operator to easily define its offerings via a powerful and centralised product catalogue, saving precious admin time and minimising costly errors. The product catalogue allows to launch new services or products, including bundles, quickly, provides their characteristics and assigns flexible pricing.

CRM.COM does much more than add a flat fee on a single service or bundle. It allows for free trials, for services to be billed at a fixed cost on a recurring basis, 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.), for services to be provided on customer request and be provisioned for a specific time period and much more.

CRM.COM also offers multiple features to enable and support the bundling of services so that operators can enhance their service portfolio. For example, 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.

Targeted and personalised

CRM.COM’s segmentation allows the operator to target their audience and provide personalised services and offers to specific customer segments. Segments are easily built based on common characteristics such as demographics, location, subscriber behaviour etc.

Device management and monetisation

Devices are fully managed within CRM.COM and optionally used to provision subscription services to the customers. CRM.COM supports the billing of 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 device authentication and any rules that need to be applied on devices, such as a maximum number of logged-in devices, billable usage, etc.

Provisioning

CRM.COM supports the provisioning layers for video (CAS, OTT platforms), broadband (Radius) and telephony (VoIP, MVNO). 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 additional tools and features that make 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 of communication between the operator and the customer with useful notifications sent automatically by CRM.COM on specific event triggers.

CRM.COM also allows operators to award their subscribers based on the maturity of their subscriptions, the services they subscribed to or the number of usage services or the monetary amount they have consumed within a period of time. Various sophisticated offers can award subscriber loyalty while the operator watches the revenue increase and the churn rates drop.

Native mobile app and web portal

The subscription experience wouldn’t be complete without a modern, user-friendly consumer mobile app and web portal. The app and portal are fully configurable from the CRM.COM backend and have a highly intuitive UX. All are 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, set it up according to its brand regarding font and colours, and set up a beautiful self-service environment for its customers.

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, view transaction history and raise customer care tickets.