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Getting Started

Are you in the TriplePlay Business? You have come to the right place. All you need to do is read this Getting Started Guide to find out how you can quickly set up CRM.COM to support your Subscription business following a Prepaid Billing model. CRM.COM provides an overall solution for managing your Subscriptions and supports two different Billing Models.

Prepaid Billing: Customers must pay in advance for Services they want to subscribe to.
Normal Subscriptions: Customers are billed before or after they start using Services they have bought or are subscribed to, or for Physical Goods they have bought. The period for which subscribers are billed depends on their contract and is usually monthly, quarterly, biannual or annual.

This Guide focuses on Setting up the System for Prepaid Subscriptions. A Getting Started Guide for Subscriptions following a Normal Billing model is available at: Getting Started with Normal Subscriptions.

Before you start with Subscription configurations, view Getting Started with CRM.COM to complete the basic System configurations regardless of your line of business. Additional Guides on Pricing, OTT, Rewards and using the System can be found in the related Getting Started User Guides.

What you need to get started

In this Getting Started Guide you will discover the following modules which are required for Setting up and supporting the Subscriptions business model:

Products
Set up all the Products your company provides its customers, whether these are Services like PayTV, Broadband Internet, Telephony or hardware (i.e Routers, Set-top-boxes, Remote Controls or any other type).
Inventory Management
Set up the Warehouses where the hardware resides and a stock balance is kept, and import all the traceable goods (such as cards and decoders) provided to customers.
Price Plans
Set up your Price Catalogs, and add the rates for all the Products to be sold to customers.
Subscriptions
Set up your business Subscription rules and restrictions.
Billing
Set up your business Billing rules and restrictions.
Provisioning Provider
Set up the Provisioning Provider that represents the Conditional Access System or Video/Broadband Platform, you cooperate with, responsible for handling the streaming of signals to subscriber devices.
Contact Information
Set up Contact Information, used for defining the rules for managing Contact Information, required when registering subscribers.
Accounts Receivable
Set up Accounts Receivable, used for defining the rules for managing Accounts Receivable, required when registering subscribers.
Wallets
Set up Wallets, used for defining rules for managing Wallets, required for creating Prepaid Subscriptions.
Vouchers
Set up Vouchers, used as a cross-module Payment type, that can be used for Wallet Top Ups (The module is optional).
Financial Transactions
Set up Financial Transactions, used when billing subscriber's Accounts.

We have divided each module's configuration tasks into two Classifications: Fast Track and Complete Configuration.

Fast Track: To set up CRM.COM with the necessary basic functionality to get started, configure the sub-modules that are marked by the Fast Track icon.
Complete Configuration: To get the most out of CRM.COM configure all the sub-modules, marked by the Fast Track and Complete Configuration icons.

Configuration Type determines whether the module is found under an Application or Configuration Section.

Setting up Products

Products are Physical Goods or Services used by business transactions within the System. Services represent any intangible commodity which is provided to customers, such as telephony, TV channels, repairs, installations or deliveries. Physical Goods represent any tangible commodity which is provided/sold to customers, such as cameras, decoders or magazines.

What Comes First

To start using Products, configure the System to support your business model. In the following table, find the configuration modules related to Products.

Sub-module	Type	Navigation	Dig In
Product Types	Configuration	CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSPRODUCT TYPES	Products
Products	Application	FOUNDATIONPRODUCTSMANAGE PRODUCTS	Products
Product Families	Configuration	CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP FAMILIES	Products
Product Brands	Configuration	CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP BRANDS	Products
Product Categories	Configuration	CONFIGURATIONFOUNDATION APPLICATIONPRODUCTSSET UP CATEGORIES	Products

Step 1: Setting up Product Types

Start by configuring the Product Types which will be used as your base for creating the various types of Products.

Product Types are used to define and implement the behaviour of Products. Product Types are used when Products are created or modified. Products can have only one Type, through which you can distinguish between the following:

Classification: Whether the Product is a Service (intangible commodity such as a TV channel or movie) or a Physical Good (tangible commodity such as a Smartcard, modem or decoder).
Service Type: Available only if the Product Type is classified as a Service, and determines whether it is a One Time Service, a Usage Service, a Termed Service or an Expense. One Time Services and Expenses are provided just once and are billed just once; e.g. an installation Service.
Termed Services are provided continuously and billed on a recurring basis, regardless of their usage; e.g. a recurring Pay TV Service which includes specific channels.
Usage Services are provided upon customer request and are billed based on their usage; e.g. a Pay Per View movie or Telephony Calls.
Physical Good Type: Available only if the Product Type is classified as a Physical Good, and determines whether the Physical Good is Traceable or Non-Traceable.
Traceable Physical Goods can be traced through a unique identifier which is usually a serial number; e.g. a decoder with a unique serial number.
Non-traceable Physical Goods are not traced to a single instance and are measured based on their quantity; e.g. 10 meters of cable.
Composition: Determines whether the Product is a Flat, Flexible Bundle or Fixed Bundle Product.
- Flexible Bundle Products are available if the Classification is defined as Termed Service.
- Fixed Bundle Products are available if the Classification is defined as Termed Service or Physical Good.
Used for Provisioning: Determines whether Products of that Type are used for provisioning purposes by third-party providers.

Step 2: Creating your Product

Once the Product Types are defined, you can start creating your Products (Steps below referring to the additional configuration can be omitted).

Physical Goods and Services can be created through CRM.COM Products Module.

Specify the Type of each Product and provide a Product Code, Alternative Code and Description.
Specify the VAT rate that should be applied on each of your Services or Physical Goods.
Define the price rates and the Price Plans that the Product will be available from.
Define the component restrictions and rules of Flexible or Fixed Bundle Products (Bundle Products are made up of multiple other component Products).
Use the Brand, Family and Categories to group your Products and apply specific business rules and restrictions.

Step 3: Setting up Product Brands, Categories, Families

Configure the following modules for additional functionality and categorisation

Product Families are groups of Products derived from a common Product platform, using similar or identical Production processes and having similar physical or behavioural characteristics. Product Families in CRM.COM follow a hierarchical tree structure.
Product Brands are used to define trademarks or distinctive names that identify a specific Product or Product line.
Product Categories are used to classify Products into generic groups based on common attributes. Categories are configurable in the System (there can be hundreds). Categories follow a hierarchical tree structure.

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Products module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Product Types

Product Types	Classification	Physical Good Types	Service Type	Composition Method	Used For Provisioning
Usage Services	Service		Usage	Flat	Yes
Termed Services	Service		Termed	Flat	Yes
Smartcards	Physical Good	Traceable		Flat	Yes
Decoders	Physical Good	Traceable		Flat	Yes
Non-Traceable	Physical Good	Non-Traceable		Flat	No
One Time Service	Service		One Time	Flat	No
Expenses	Service		Expense	Flat	No

Create Products

Product	Type	VAT Rate	Information
Gold	Termed Services	10%	This is a main Service (mandatory to be added on a Subscription).
Eurosport 1	Termed Services	10%	This is an additional Service (optional to be added on a Subscription).
PPV Movies	Termed Services	10%	This Service will be used to authorise the usage of addition of PPV movies on the Subscription.
Braveheart	Usage Service	10%	You must create one Product per PPV movie you would like to make available. Usage Services are not added in Price Plans but in Usage Service Catalogs.
Serendipity	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Limitless	Usage Service	10%	You must create one Product per PPV movie you would like to make available.
Samsung Smartcard	Smartcards	10%	Create the different Smartcards that you provide to your subscribers.
Thomson Decoder	Decoders	10%	Create the different Decoders that you provide to your subscribers.
Thomson Remote Control	Non-Traceable	0%	Create the remote control Products provided with the Decoders.
Antenna	Non-Traceable	10%	Create the antenna products.
Start Up Fee	Expenses	10%	Create the Start Up fee charged on creating a new Subscription.
Repairs	One Time Service	10%	Create the Repairs product used for charging for repairs based on duration.
Installation Service Fee	One Time Service	10%	Create the Installation Service Fee used for charging for installation based on duration.

Setting up Inventory Management

Inventory Management is a process used to control the location and quantity of Physical Goods and to follow their movement.

Specifically, Inventory Management tracks:

The importation of new Physical Goods into Warehouses.
The location where Physical Goods are stocked and who their Supplier is.
The availability of Physical Goods Stock.
The inventory movements between Warehouses and customers.

What Comes First

To start using Inventory Management configure the System to support your business model. In the following table, find the configuration modules related to Inventory Management

Sub-module	Type	Navigation	Dig In
Warehouse Types	Configuration	CONFIGURATIONFOUNDATION APPLICATIONINVENTORY MANAGEMENTSET UP WAREHOUSE TYPES	Inventory Management
Inventory Management Business Definitions	Configuration	CONFIGURATIONFOUNDATION APPLICATIONINVENTORY MANAGEMENTSET UP BUSINESS DEFINITIONS	Inventory Management
Installed Items	Application	FOUNDATIONINVENTORY MANAGEMENTMANAGE INSTALLED ITEMS	Inventory Management
Warehouses	Application	FOUNDATIONINVENTORY MANAGEMENTMANAGE WAREHOUSES	Inventory Management
Installed Item Categories	Configuration	CONFIGURATIONFOUNDATION APPLICATIONINVENTORY MANAGEMENTSET UP INSTALLED ITEM CATEGORIES	Inventory Management

Step 1: Setting up Warehouse Types

Start by configuring Warehouse Types

Warehouse Types are used to group Warehouses according to their function. Warehouse Types are used in CRM.COM configurations to put in place business rules and restrictions, such as the Inventory Management Definition, or for creating Warehouses.

Step 2: Setting up an Inventory Management Definition

Proceed to configure an 'Active' Inventory Management Definition.

Inventory Management Definitions is a set of business rules used to control the behaviour of Inventory Management throughout its Life Cycle. Through Inventory Management Definitions you can define the Warehouse Types from which Physical Goods will be retrieved or returned when used on Jobs and Subscriptions. For each Warehouse Type, one of three Classifications below must be selected, which determines for which Type of Sale the Physical Goods of the Warehouse will be available.

Rentals: Used for rented Subscription Installed Items. The customers do not purchase the item and return it when the Subscription is terminated.
Direct Sales: Used for Installed Items that are sold through Jobs and are extracted from your business' Warehouses. The customers get billed for the Physical Good through CRM.COM, and the good does not have to be returned if a customer stops cooperating with your business.
Indirect Sales: Used for Installed Items that are sold through Jobs and are extracted from your business partners' Warehouses. The customers do not get billed for the Physical Good through CRM.COM, and the good does not have to be returned if a customer stops cooperating with your business.

Set up the Warehouse Types to be used in each of the following cases, where movement of Physical Goods is required:

Adding Physical Goods
Removing Physical Goods
Adding Physical Goods during Swap
Removing Physical Goods during Swap

Step 3: Creating Warehouses

Warehouses are the locations where Physical Goods are stored before distribution. Warehouses can be created through the Inventory Management module. To add a Physical Good to a Subscription or a Job, it must be located in a Warehouse whose Type is defined 'FOR ADDING' in the 'Active' Inventory Definition.

The Group of the Warehouse should also be the same as the User Group you used to log in.

Step 4: Creating Installed Items

Installed Items are instances of Physical Goods which are classified as Traceable (see Products). Each Installed Item is a unique instance of a Product, with a unique serial number used for identification and tracing.

There are three ways in which Installed Items can be created:

Manually through the Manage Installed Items screen
Manually by performing Stock In Warehouse Transactions
By Importing Installed Items via the Utilities module

To create an Installed Item, the following attributes must be defined:

Product: The traceable Physical Good.
Serial Number: The unique identification of the Installed Item (usually sent to the Provisioning Provider System as an identification of the subscriber).
Components: Required in case the Product is a Fixed Product Bundle, i.e. it is made up of multiple other Products.

Once an Installed Item is created (if not imported) it must then be added to a Warehouse.

Step 4: Setting Up Installed Item Categories

Configure the following modules for additional functionality and categorisation. You can skip configuration of these modules if not required by your business model.

Installed Item Categories: Used to classify Installed Items into generic groups based on common attributes. Installed Item Categories follow a hierarchical tree structure. Each Installed Item can be classified only in one category.

Your Inventory can be managed through the Inventory Management Module, from which you can:

Add Stock into your Warehouses by performing Stock In Warehouse Transactions. Use this Type of Transaction with Physical Goods which were already imported into the System or by creating the Goods while performing the Warehouse Transaction. Specify the items that should be added to the Warehouse and post the Warehouse Transaction when you are ready to add the stock.
Removing Stock from your Warehouses by performing Stock Out Warehouse Transactions. Use this Type of Transaction to remove stock from your Warehouses, by specifying the items that should be removed. Post the Warehouse Transaction when you are ready to remove the stock.
Moving Stock between your Warehouses by performing Stock Movement Warehouse Transactions. Use this Type of Transaction to move stock between your Warehouses, by specifying the source and target Warehouse and the items that should be moved. Post the Warehouse Transaction when you are ready to move the stock.
Viewing the location of all your Physical Good, through the Location Information sections available on Installed Items. Access this area by navigating to Inventory Management > Installed Items. Use this information to see whether a specific Installed Item is located in one of your Warehouses or if it was already distributed to a specific Subscriber. View all the Warehouse Transactions that were applied on a specific Installed Item through the Installed Item History Section.

Do it Yourself!!

Let's see how you can quickly set up the System to start using Inventory Management module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Warehouse Types & Inventory Management Definition & Warehouses

Company ZX would like to set up Warehouses for each of its Sales branches as well as its Sales Partners. It also requires that the new hardware to be provided to its customers is stored in different Warehouses than returned hardware.

Warehouse Types

Name	Information
Direct Sales WT	For Warehouses that belong to your business and from where Installed Items will be sold.
Indirect Sales WT	For Warehouses that belong to partners of your business and from where Installed Items will be provided (not billed from CRM.COM).
Rentals WT	For Warehouses that belong to your business and from where Installed Items will be rented (not billed).
Returns of Direct Sales WT	For Warehouses that belong to your business and where sold Installed Items that are replaced for free (through Warranties) will be returned.
Returns of Indirect Sales WT	For Warehouses that belong to partners of your business and where indirectly sold Installed Items that are replaced for free (through Warranties) will be returned.
Returns of Rentals WT	For Warehouses that belong to your business and where rented Installed Items will be returned.

Inventory Management Definitions

For Adding		For Adding During Replacement		For Removing		For Removing during Replacement
Warehouse Type	Classification	Warehouse Type	Classification	Warehouse Type	Classification	Warehouse Type	Classification
Direct Sales WT	Direct Sales	Direct Sales WT	Direct Sales	Returns of Direct Sales WT	Direct Sales	Returns of Direct Sales WT	Direct Sales
Indirect Sales WT	Indirect Sales	Indirect Sales WT	Indirect Sales	Returns of Indirect Sales WT	Indirect Sales	Returns of Indirect Sales WT	Indirect Sales
Rentals WT	Rentals	Rentals WT	Rentals	Returns of Rentals WT	Rentals	Returns of Rentals WT	Rentals

Warehouses

Warehouse Name	Warehouse Type	Group (Sales Branch or Partner)
SBA Direct Sales WH	Direct Sales WT	Sales Branch A
PBA Direct Sales WH	Direct Sales WT	Partner Branch A
SBA Indirect Sales	Indirect Sales WT	Sales Branch A
PBA Indirect Sales	Indirect Sales WT	Partner Branch A
SBA Rentals	Rentals WT	Sales Branch A
PBA Rentals	Rentals WT	Partner Branch A
SBA Direct Sales Returns	Returns of Direct Sales WT	Sales Branch A
PBA Direct Sales Returns	Returns of Direct Sales WT	Partner Branch A
SBA Indirect Sales Returns	Returns of Indirect Sales WT	Sales Branch A
PBA Indirect Sales Returns	Returns of Indirect Sales WT	Partner Branch A
SBA Rentals Returns	Returns of Rentals WT	Sales Branch A
PBA Rentals Returns	Returns of Rentals WT	Partner Branch A

Setting up Price Plans

What Comes First

To start using Price Plans configure the System to support your business model. In the following table, you can find the modules related to Price Plans. Unlike other modules, Price Plans, do not have a configuration section. All you need to do is work with the Price Plan module available under Billing Application.

Sub-module	Type	Navigation	Dig In
Base Price Plan	Application	BILLINGPRICE PLANSMANAGE PRICE PLANS	Price Plans
Conditional Price Plans	Application	BILLINGPRICE PLANSMANAGE PRICE PLANS	Price Plans
Billing Term Scheme	Configuration	CONFIGURATIONBILLING APPLICATIONBILLINGSET UP BILLING TERM SCHEMES	Prepaid Subscriptions Normal Subscriptions Jobs

Sub-module

Type

Classification

Navigation

Dig In

Base Price Plan

Application

BILLINGPRICE PLANSMANAGE PRICE PLANS

Price Plans

Conditional Price Plans

Application

BILLINGPRICE PLANSMANAGE PRICE PLANS

Price Plans

Billing Term Scheme

Configuration

CONFIGURATIONBILLING APPLICATIONBILLINGSET UP BILLING TERM SCHEMES

Prepaid Subscriptions

Normal Subscriptions

Jobs

Step 1: Setting up Base Price Plans

Start by configuring the Base Price Plans.

A Base Price Plan provides Rates for each included Service or Physical Good. Use Base Price Plans to define the basic price rates for each of your Products. You can also define additional rates for each Product that can be applied based on the period or their quantity. View the models below.

Price Plan Rates are grouped together through Price Plan Rate Classifications, based on the characteristics of the Services that they relate to:

One Time Service Rates: Rates related with Services that will be charged only once based on their duration. e.g. Installation Service - €10/hour.
Expenses Rates: Rates related with Services that are provided and billed just once for a fixed amount of money. e.g. Start-Up fee - €30.
Termed Service Rates: Rates related with Services that will be charged on a recurring basis based on their quantity and not their usage: e.g. Fox News - €2/month.
Physical Goods Rates: Rates related with Physical Goods. e.g. Decoder - €50.

Additionally, you can define Tiered Rates to both Flat Rate and Tiered Rate Models

Flat Rate Model, Tiered Rate Levels
This model is NOT cumulative; if the quantity falls into multiple Flat Rate levels, then the final price is equal to the Flat Rate price of the highest level. If the quantity does not fall into any quantity range, then the final price is equal to the Base Rate Price.

For example, if from 1 to 1 unit the price is €10 and from 2 to unlimited units, the price is €8 then:
- A Service distributed once will be billed €10
- A Service distributed twice will be billed €8 (8*2)
- A Service distributed more than two times will again be billed €8 (8*x)

Tiered Rate Model, Tiered Rate Levels
This model is cumulative; if the purchase of a Product falls into multiple tiers, then the final price is calculated by adding up the Base Rate and the rates of each tier.
For example, if from 1 to 1 the price is €10 and from 2 to unlimited, the price is €8 then:
- A Service distributed once will be billed €10
- A Service distributed twice will be billed €18 (1*10) + (1*8)
- A Service distributed three times will be billed €26 (1*10) + (2*8)

Using the above information add all of your Services and Physical Goods to the Price Plan.

Base and Tier Amounts represent the whole amount, including VAT.
Base Price Plans are Controlled Selection Entities; the Price Plan will only be available for users belonging to or collaborating with Allowed Organisational units defined in the Price Plan. View Understanding Network Entity Types for a full description of Controlled Selection entities.

Step 2: Setting Up Conditional Price Plans

Conditional Price Plans are not mandatory as the Product rates can be taken from the Base Price Plans. A Conditional Price Plan is always associated with a Base Price Plan. In case the Conditional Price Plan conditions are violated and cannot be applied for billing then the rates are taken from the Base Price Plan.

A Conditional Price Plan allows you to provide different (usually discounted) rates on groups of customers that can be distinguished by common characteristics. For example, you can have a Conditional Price Plan that will apply a 0 rate for all of the Products, if the customer is classified as a VIP.

Conditional Price Plan conditions are divided into two categories:

Conditions to select a Price Plan
Applicable when creating or modifying a Subscription or Job.
Conditions to apply a Price Plan
Applicable during the actual billing of a Subscription or Job.

Step 3: Setting up Billing Term Schemes

Once Price Plans are created, they must be added to the Billing Term Schemes from where will be selected (Billing Term Schemes are chosen when creating Subscriptions on Jobs. The appropriate Price Plans are made available depending on the selected Billing Term Scheme.

Configure the following section accordingly:

Billing Term Schemes- Allowed Attributes: Add the created Price Plans to the Price Plans Allowed Attributes tab and select which one will be set as the default.

Do It Yourself!

Let's see how you can quickly set up the System to start using Price Plans module for business.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Base Price Plan

First, create the Price Plan.
Once done, you can start adding the rates into your plan.
Check the table below and see the rate Type and rate model that should be used to satisfy each requirement

Main Price Plan

Product Name	Product Rate Type	Rate Model	Base Amount	Tiered Price				Comments
				Tier Level	From	To	Tier Amount
Start Up Fee	Expense	Flat Rate	€5					TV Subscription Start up fee Start up fee: €5 Tiered Rates not allowed for Rate Type: Expenses

Repairs	One Time Service	Flat Rate, Duration Based	€20					Repairs based on the duration providing a flat rate €20 per hour 1 hour: €20 per hour 2 - 5 hours: €15 per hour 6- unlimited: €10 per hour i.e. 5 hours of repairs = 5*15 = €75
				1	1	1	€20
				2	2	5	€15
				3	6	Unlimited	€10

Installation Service Fee	One Time Service	Tiered Rate, Duration Based	€20					Installation Service Fee based on the duration providing a tiered rate €20 per hour 1 hour: €20 per hour 2 - 5 hours: €15 per hour 6 - unlimited: €10 per hour i.e. 5 hours of repairs = (120)+(415) = €80 *5 hours of repairs = (120) + (415) = 80*
				1	1	1	€20
				2	2	5	€15
				3	6	Unlimited	€10

Antenna	Physical Good	Flat rate, quantity based	€10					Antennas based on the quantity providing a flat rate Antennas 1 : €10 2 : €9 3 : €8 4 - Unlimited: €7 i.e., buying 3 antennas = 3* €8 = €24 *Buying 3 antennas = 3 €8 = €24**
				1	1	1	€10
				2	2	2	€9
				3	3	3	€8
				4	4	Unlimited	€7

Decoder	Physical Good	Tiered Rate, quantity based	€10					Decoders based on the quantity providing a tiered rate Decoders 1 : €10 2 : €9 3 : €8 4 - Unlimited: €7 i.e. Buying 3 decoders = €10 + €9 + €8 = €27 Buying 3 decoders = €10 + €9 + €8 = €27
				1	1	1	€10
				2	2	2	€9
				3	3	3	€8
				4	4	Unlimited	€7

Gold	Termed Service	Tiered Rate Maturity Based	€20					Gold Service Subscription, based on a monthly fee having a three months trial period, so that: For the first three months, the Subscription costs €0 per month Starting from the fourth month the subscription costs €20 per month *Subscription billed for a year: (30) +(920) = €180*
				1	1	3	0
				2	3	Unlimited	€20

Eurosport 1	Termed Service	Flat Rate Quantity Based	€5					Eurosport 1, based on the number of distributors that the Services are distributed at and the rate should be flat. VOD Subscription Service Only Main Distributor (i.e.,1) : €5 Main and Twin 1 Distributors (i.e., 2) : €4 Main, Twin 1 & Twin 2 Distributors (i.e., 3) : €3 For any additional distributors (i.e., <= 4) : €2 *Service is distributed on 4 distributors = 42 =€8**
				1	1	1	€5
				2	2	2	€4
				3	3	3	€3
				4	4	Unlimited	€2

PPV Service	Termed Service	Tiered Rate Quantity Based	€5					PPV service fee, based on the number of distributors that the Services are distributed at and the rate should be tiered. PPV Subscription service Only Main Distributor (i.e.,1) : €5 Main and Twin 1 Distributors (i.e., 2) : €4 Main, Twin 1 & Twin 2 Distributors (i.e., 3) : €3 For any additional distributors (i.e., <= 4) : €2 *Service is distributed on 4 distributors = (15) + (14) + (13) + (12) = €14*
				1	1	1	€5
				2	2	2	€4
				3	3	3	€3
				4	4	Unlimited	€2

Setting up Billing & Subscriptions

A Subscription is a collection of Services which are provided to customers and billed on a recurring, usage or One-Time basis. The Subscriber is the customer who owns the account associated with the Subscription and receives its Services.

Prepaid Billing is a business billing model where customers pay in advance for Services they want to buy or subscribe to, and the billing is handled by the execution of a Prepaid Billing Run.

What Comes First

Sub-module	Type	Navigation	Dig In
Billing Term Schemes	Configuration	CONFIGURATIONBILLING APPLICATIONBILLINGSET UP BILLING TERM SCHEMES	Prepaid Subscriptions
Subscription Types	Configuration	CONFIGURATIONBILLING APPLICATIONSUBSCRIPTIONSSET UP TYPES	Subscriptions
Subscription Definitions	Configuration	CONFIGURATIONBILLING APPLICATIONSUBSCRIPTIONSSET UP BUSINESS DEFINITIONS	Subscriptions
Billing Term Definitions	Configuration	CONFIGURATIONBILLING APPLICATIONBILLINGSET UP BILLING TERM DEFINITIONS	Subscriptions
Prepaid Billing Run Definitions	Configuration	CONFIGURATIONBILLING APPLICATIONBILLINGSET UP PREPAID BILLING RUN DEFINITIONS	Prepaid Billing
Subscription Action and Sub-Action Types	Configuration	CONFIGURATIONBILLING APPLICATIONSUBSCRIPTIONSSET UP SUBSCRIPTION ACTION TYPES	Subscriptions
Deactivate Prepaid Subscriptions	Application	BILLINGSUBSCRIPTIONSDEACTIVATE PREPAID SUBSCRIPTIONS	Prepaid Subscriptions
Subscription Maintenance Utility	Application	BILLINGSUBSCRIPTIONSSUBSCRIPTION MAINTENANCE UTILITIES	Subscriptions

Step 1: Setting up Billing Term Schemes

Start by configuring Billing Term Schemes.

Billing Term Schemes are used to control the creation or modification of Billing Terms. They provide information on the options available when creating Subscriptions and Jobs, such as the products that can be added or the Price Plans that will be used for their Billing. The Schemes also control Billing Engine processes by providing the Billing rules and policies that should be applied during Billing Runs.

Define the Termed Services and Expenses to be available for selection and addition to Subscriptions, and the Termed Services 'Billing Type' that distinguishes Pre-Rate and Post-Rate Services.

Post-Rate: Services which are billed after being used for a certain period (usually daily); and funds are directly deducted from the Wallet.
Pre-Rate: Services are billed for an upcoming period defined in the System and funds are directly deducted from the Wallet to cover the whole period.
- Period Billed in Advance: The number of days/weeks/months that a Pre-Rated Service should be billed in advance.
  If the Wallet of the Subscriber does not have enough money to cover for the Pre-Rated period, then the Service(s) cannot be activated.

Once created, Billing Term Schemes are added on Subscription Types.

Step 2: Setting up Subscription Types

A Subscription Type defines the company's commercial policies which are applied on Subscriptions of that type, such as what Services and what Physical Goods can be added on each Subscription Type, which Billing Term Schemes will be made available for each Subscription Type as well as the company's departments (Organisational Units) can create Subscriptions of the specific Type.

Step 3: Setting up Subscription Definition

Configure an 'Active' Subscription Definition next.

A Subscription Definition is a set of business rules and conditions which are used to create and maintain Subscriptions throughout their Life Cycle. For example, through the Subscription Definitions, you can define the maximum number of Subscriptions you can have per account or the maximum number of Main Services and Physical products that can be added to a Subscription.
Subscription Definitions provide a number of restrictions and controls and can be used to define product dependencies. For example, a rule can be set where additional channels cannot be added unless one of the Main channels is added first.

Step 4: Setting up Billing Term Definitions

Billing Term Definitions follow. These are differentiated based on Classification, which can be 'Subscription' or 'Job'.

Billing Term is the contract between the customer and the company. It provides information with regards to Billing, contract dates and Billing periods. Billing Terms are created every time a Billing Term Scheme is added or updated on the Job or Subscription, and determine whether a Subscription will be handled by Normal or Prepaid Billing. Billing Term behaviour is governed by Billing Term Definition Rules.

Billing Term Definitions are used to set the business rules which validate processes applied to Subscriptions or Jobs, through their related Billing Term. For example, Rules can be defined where Regret is not allowed after a certain number of days, or where cancellation penalties are applied based on a Service's remaining Binding Period. Rules are used across all Billing Terms, regardless of Scheme. It is possible, however, to define whether a rule applies to particular schemes.

Step 5: Setting up Prepaid Billing Run Definitions

It's time for Billing!!!

Prepaid Billing is a business billing model where customers pay in advance for Services they want to buy or subscribe to, and the billing is handled by the execution of a Prepaid Billing Run. The financial entity created by Prepaid Billing Runs is Wallet Transactions which are used to debit or credit the customer's Wallet.

This model supports:

Post-rated Services: Services are billed after being used for a certain period (usually daily), and funds are directly deducted from the Wallet.
Pre-rated Services: Services are billed for an upcoming period defined in the System and funds are directly deducted from the Wallet to cover the whole period.

Prepaid Billing Run Definitions are a set of business rules which are used to control the behaviour of Prepaid Billing Runs. Prepaid Billing Run Definitions are used to define several business rules that must be applied during the Billing Run, as well as default values that are used Prepaid Billing Runs.

Step 6: Setting Up Subscription Action and Sub-Action Types and Deactivate Prepaid Subscription Runs

Configure the following modules for additional functionality and categorisation. You can skip the configuration of these modules if not required by your business model.

Subscription Action Type: The modifications performed on a Subscription when a Subscription Action is executed depend on the Subscription Action's Type, while the Subscription Sub-Action Type is used to apply a business meaning.
- Subscription Actions and have two main characteristics, and these are configured in the Subscription Action Type and Subscription Sub-ActionType Level.
  
  It is not necessary to configure Subscription Action Types as all available Subscription Action Types and Sub-Types can be found in the Subscription's page.
  Configure new Subscription Action Types and Sub-Types only if you want to categorise executed Actions.
Deactivate Prepaid Subscriptions: The process uses the amount of money left in the customer's Wallet and the rate of the Subscription Service as defined in the Price Plan, to identify Prepaid Subscriptions Services which should be deactivated. The deactivation decision is based on the Prepaid rating Classification calculated by Prepaid Billing Runs before the process is executed.
The decision on deactivation is based on the Prepaid rating classification, which is calculated by Prepaid Billing Runs that are executed before the process is executed.

Do it Yourself!!

Let's see how you can quickly set up the System to start using Prepaid Subscriptions

No configuration is necessary for the modules, sections and attributes not mentioned below.

Billing Term Schemes

Name

Classification

Type

Allowed Attributes

Billing Rules

Services

Price Plans

Generic

Prepaid BT

Subscriptions

Prepaid

Service	Billing Method	Period Billed in Advance
Gold	Pre-Rate	7 days
Eurosport 1	Pre-Rate	7 days
PPV Movies	Post-Rate	Not Applicable
Start Up Fee	Not Applicable	Not Applicable

Note that it is not mandatory to add Usage Services.

Main Price Plan

Billable Period Start Date: Subscription Action Performed Date
Billing Effective Date: Subscription Action Performed Date
Discount Options: Flexible Pricing

Subscription Types

Name

Allowed Attributes

Billing Term Schemes

Services

Physical Goods

Provisioning Distributors

Prepaid

Prepaid BT

Service	Mandatory
Gold	Yes
Eurosport 1	No
PPV Movies	No

Note that it is not mandatory to add Usage Services.

Decoders
Smartcards

Subscription Definition

Subscription Rules	Service Rules	Installed Item Rules
Restrictions	Restrictions	Restrictions
Normal Max subscriptions: 10	Scope: Subscriptions Number of Mandatory Services: 1 -3 Number of Optional Services: 0 -5	Type: Smartcard & Decoder Number of Installed Items: 0 -3

Billing Term Definition

Name	Classification
Main Billing Term Definition	Subscriptions

Prepaid Billing Run Definition


Billing Run executed daily with 32 threads	Settings - Generic Number of Threads: 32
System should estimate Wallets that have been changed since last Billing Run execution	Settings - Processing Enable Wallet Consumption Estimation Step: Re-Estimate Wallets with changes

Wallet Definition

Wallet Threshold	Wallet Causes - Debit Wallets
0 (Disconnect or don't allow activation of Services when Wallet Balance is 0 or less)	During Prepaid Billing Run Normal Debit Wallet Transaction

Setting up Provisioning Provider

Provisioning is used for a full integration with Conditional Access (CA) and OTT (Over The Top) platforms. It is used to retrieve and manage the provisioning adapters that were developed to integrate with third party CA systems and OTT systems.

What Comes First

To start using Provisioning Providers configure the System to support your business model. In the following table, you can find the configuration modules related to Provisioning Providers. CRM.COM is integrated with multiple Providers. Choose the one that you cooperate with and set up accordingly.

Sub-module	Type	Classification	Navigation	Dig In
Provider	Application		BILLINGPROVISIONINGPERCEPTIONSET UP PROVISIONING PROVIDER The above link is related to Perception Provider. Select the Provisioning System that you cooperate with and navigate to the respective Provider link, available under: BILLINGPROVISIONING	Perception The manual is related to Perception Provider. Select the Provisioning System that you cooperate with and refer to the respective Provider manual from Provisioning.
Prov isioning Request Run	Application		BILLINGPROVISIONINGCONAX CONTEGO WEB SERVICESPROCESS PROVISIONING REQUESTS The above link is related to Conax Contego Web Services Provider. Select the Provisioning System that you cooperate with and navigate to the respective Process Run link, available under: BILLINGPROVISIONING	Conax Contego Web Services The manual is related to Conax Contego Web Services. Select the Provisioning System that you cooperate with and refer to the respective Provisioning Run manual, if one is available, from Provisioning

Sub-module

Type

Classification

Navigation

Dig In

Provider

Application

BILLINGPROVISIONINGPERCEPTIONSET UP PROVISIONING PROVIDER

The above link is related to Perception Provider. Select the Provisioning System that you cooperate with and navigate to the respective Provider link, available under: BILLINGPROVISIONING

Perception

The manual is related to Perception Provider. Select the Provisioning System that you cooperate with and refer to the respective Provider manual from Provisioning.

Prov isioning Request Run

Application

BILLINGPROVISIONINGCONAX CONTEGO WEB SERVICESPROCESS PROVISIONING REQUESTS

The above link is related to Conax Contego Web Services Provider. Select the Provisioning System that you cooperate with and navigate to the respective Process Run link, available under: BILLINGPROVISIONING

Conax Contego Web Services

The manual is related to Conax Contego Web Services. Select the Provisioning System that you cooperate with and refer to the respective Provisioning Run manual, if one is available, from Provisioning

Step 1: Setting up a Provider

The Provisioning Provider module allows you to:

Configure connection parameters which are needed to access the Provider, such as the endpoint URL, username and password as well as the provisioning protocol.
Map the Subscription Services which are provisioned by the Provider and set their CA ID.
Map the Physical Goods which are used by the Provider.

Step 2: Setting up Provisioning Request Run

Provisioning Requests Run Definitions are used to determine the business rules used to identify Subscriptions that must be activated or deactivated, hardware that must be paired, pending messages that must be sent to the Provider, and to create and send the necessary commands to the Provider for that purpose.

Runs are only required for specific Providers that work with Batch Processing Communication.

Do it Yourself!!!

In this example, we have used Nagra Vision SMS Gateway Provider

Let's see how you can quickly set up the System to start using the provisioning module for Nagravision SMSgw.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create Nagravision SMSGW Provisioning Provider

Provisioning Provider	Provisioning Protocol	Connection Parameters	Encoding	Distributors	Services	Physical Goods
Nagravision SMSgw	Nagravision SMSgw Services	Request from CRM.COM	UTF-8	Nagravison SMSGW Main	Add Services which are provisioned by Provider and set their CA ID.	Add the Physical Goods which are provisioned by the Provider: Smartcards and Decoders.

Provisioning Request Run Definition

Name	Input Settings	Scheduling Settings
Daily Pairing	Skip all except: Skip Pair Smartcard and STB	Advanced Scheduling: Daily - Every Day

Name

Input Settings

Scheduling Settings

Daily Pairing

Skip all except:

Skip Pair Smartcard and STB

Advanced Scheduling:
- Daily - Every Day

Setting up Contact Information

Contact Information is the personal details or corporate information of a person or company, respectively. Contacts that have Contact Information are treated as Customers if they also own an Accounts Receivable.

What Comes First

To start using Contact Information configure the System to support your business model. In the following table, find the configuration modules related to Contact Information.

Sub-module	Type	Navigation	Dig In
Contact Information Definition	Configuration	CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP BUSINESS DEFINITIONS	Contact Information
Contact Information Categories	Configuration	CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP CATEGORIES	Contact Information
Contact Information Industries	Configuration	CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP INDUSTRY SECTORS	Contact Information
Contact Information Industry Sectors	Configuration	CONFIGURATIONCRM APPLICATIONCONTACT INFORMATIONSET UP INDUSTRIES	Contact Information

Step 1: Setting up Contact Information Definitions

Start by configuring the Contact Information Definitions to be able to create any Contact Information in the System.

Contact Information Definitions is a set of business rules and conditions which are used to create and maintain Contacts throughout their Life Cycle. At least one 'Active' Contact Information Definition must exist in the System for users to be able to add new Contact Information. Use Contact Information Definitions to define how the uniqueness of Contact Information representing Persons or Companies should be validated, how the Contact Information Name should be displayed across the software (for example First Name + Last Name, Last Name + Middle Name + First Name) and which of the address, phones or email Types should be supported by the System.

Rules
- Name Rules: Select the way that you would like names to be displayed in the System by selecting the respective radio button.
- Persons Uniqueness Rules: Select the fields that should be unique within the System, by checking the respective boxes.
- Companies Uniqueness Rules: Select the fields that should be unique within the System, by checking the respective boxes.
Supported Preferences
- Addresses: Select the address Types that you want to make available in the Contact Information Address Tab. You can specify your labels for each Type.
- Emails: Select the email Types that you want to make available in the Contact Information Email Tab. You can specify your labels for each Type.
- Phones: Select the phones Types that you want to make available in the Contact Information Phones Tab. You can specify your labels for each Type.
- Relations: Select the relations Types that you want to make available in the Contact Information Relations Tab. You can specify your labels for each Type.

Step 2: Setting Up Contact Information Categories, Industry Sectors and Industries

Configure the following modules for additional functionality and categorisation

Contact Information Categories: Categories are used to classify Contact Information into generic groups based on common attributes. Categories are configurable in the System. There can be hundreds of Categories. Each Contact Information can be classified under only one Category.
Contact Information Industry Sectors: Industry Sectors are used to define a number of large segments of the economy that share a similar business type. Industry sectors have a flat structure and can be used as Contact Information for both Companies and Persons.
Contact Information Industries: Industries are used to group segments of the economy according to business activity. As each industry can be broken down into sub-categories, there can be hundreds defined. Industries can be used as information in both companies and persons.

Do it Yourself!!

Let's see how you can quickly set up the System to start using Contact Information module for your business.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Contact Information Definition

Rules			Authorisation Settings	Supported Preferences
Name Rules	Persons Uniqueness Rules	Companies Uniqueness Rules		Addresses	Emails	Phones	Relations
Last Name + First Name	ID Number	Name VAT Registration Number	Enable Send Direct Marketing Material Send Affiliate Marketing Material	Home PO Box Custom 1 - Business	Personal Business	Landline Mobile Custom 1 - Work	Select All to be supported, except Custom ones

Setting up Accounts Receivable

Accounts Receivable is the customer's Financial Account. A running balance of individual debit and credit transactions is maintained, while an 'Active', 'Suspended' or 'Terminated' status reflects its operational condition.

What Comes First

To start using Accounts Receivable configure the System to support your business model. In the following table, find the configuration modules related to Accounts Receivable.

Sub-module	Type	Navigation	Dig In
Accounts Receivable Classifications	Configuration	CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP CLASSIFICATIONS	Accounts Receivable
Accounts Receivable Definitions	Configuration	CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BUSINESS DEFINITIONS	Accounts Receivable
Accounts Receivable Banks and Bank Account Types	Configuration	CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANK ACCOUNT TYPES CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP BANKS	Accounts Receivable
Accounts Receivable Payment Preferences	Configuration	CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PAYMENT PREFERENCES	Accounts Receivable
Accounts Receivable Presentment Preferences	Configuration	CONFIGURATIONFINANCE APPLICATIONACCOUNTS RECEIVABLESET UP PRESENTMENT PREFERENCES	Accounts Receivable

Step 1: Setting Up Accounts Receivable Classifications

First, configure Accounts Receivable Classifications.

Accounts Receivable Classifications are used to separate Accounts Receivable into categories which can be later used by various System processes, for filtering.

Step 2: Setting Up Accounts Receivable Definitions

Secondly, you must configure an active Accounts Receivable Definition

Accounts Receivable Definitions is the set of business rules used to control the behaviour of Accounts Receivable throughout their Life Cycle.

Through the Definition you can:

Define the business rules related to:
- Allocation Principle: the principle used to allocate credit transactions against debit transactions, which can be
  - FIFO
    or
  - Against Item & FIFO
- Credit Terms: The terms that define the allowed Credit Ratings and Credit Rating values to be set on Accounts as well as the Due Date rules which define how the due date of Invoices is calculated.
Optionally, define allowed attributes and process automation to be used on Accounts Receivable:
- Account Name Generation Method: Define whether the account name should be generated automatically and how to generate it.
- Billing Address Rules: Define whether the Billing Address is mandatory.
- Allowed Preferences: Define which of the following pre-configured preferences can be used by Accounts Receivable.
  - Classifications
  - Payment Preferences
  - Presentment Preferences
  - Banks & Bank Account Types

Step 3: Accounts Receivable Banks, Bank Account Types, Presentment and Payment Preferences

Configure the following modules for additional functionality and categorisation:

Accounts Receivable Banks: Create the Banks that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
Accounts Receivable Bank Account Types: Create the Bank Account Types that can be used as information in Accounts Receivable Payment Preferences, if the Payment Preference is classified as a direct debit.
Accounts Receivable Payment Preferences: Define the preferred method of paying any outstanding amount. Payment Preferences may hold information which is needed to integrate to Third Party Systems and perform the Payment (e.g. Payment Gateway) bank account information in the case of direct debits or bank transfers.
Accounts Receivable Presentment Preferences: Define the preferred method for sending bills to the customer owning the account and to export the bills or integrate them with Third Party Systems.

Do it Yourself!!

Let's see how you can quickly set up the System to start using the Accounts Receivable module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Create the following Accounts Receivable Classification

Name	Allowed Organisational Units
VIP Customer	Managers Group
Standard Customer	Leave empty to allow the Type to be used by all
Employee	Group: Admin Community: Internal Unit: Admin Unit Call Operators

Create the following Accounts Receivable Definition

Global Settings	System Account	Default Credit Terms	Allowed Preferences
	Suspense	Due Date Rules	Credit Limit	Classifications
Allocation Principle: FIFO and Against Item Account Name Generation Method: Based on Account Number and Contact Name Billing Address Rule: Always Mandatory	Select the System's default account	Default Credit Period: 5 Days After Transaction's Posted Date	Define a Credit Limit for each of the Credit Ratings and select AAA to be the default	Select All Default: Standard Customer

Global Settings

System Account

Default Credit Terms

Allowed Preferences

Suspense

Due Date Rules

Credit Limit

Classifications

Allocation Principle: FIFO and Against Item
Account Name Generation Method: Based on Account Number and Contact Name
Billing Address Rule: Always Mandatory

Select the System's default account

Default Credit Period:
- 5 Days After Transaction's Posted Date

Define a Credit Limit for each of the Credit Ratings and select AAA to be the default

Select All
Default: Standard Customer

Setting up Financial Transactions

A Financial Transaction is an agreement between a buyer and a seller to exchange Services or Physical Goods for payment. The transaction’s nature is differentiated by its classification (Invoice, Credit Note, Payment, Refund etc.) It involves a change in the status of the finances of the businesses or individuals involved, and is reflected on the customer's Accounts Receivable balance.

What Comes First

To start using Financial Transactions configure the System to support your own business model. In the following table, find the configuration modules related to Financial Transactions.

Sub-module	Type	Navigation	Dig In
Payment Methods	Configuration	CONFIGURATIONFINANCE APPLICATIONFINANCIAL TRANSACTIONSSET UP PAYMENT METHODS	Financial Transactions
Financial Transaction Types	Configuration	CONFIGURATIONFINANCE APPLICATIONFINANCIAL TRANSACTIONSSET UP TYPES	Financial Transactions
Rejection Reasons	Configuration	CONFIGURATIONFINANCE APPLICATIONFINANCIAL TRANSACTIONSSET UP REJECTION REASONS	Financial Transactions
Financial Transaction Definitions	Configuration	CONFIGURATIONFINANCE APPLICATIONFINANCIAL TRANSACTIONSSET UP BUSINESS DEFINITIONS	Financial Transactions
Financial Transaction Categories	Configuration	CONFIGURATIONFINANCE APPLICATIONFINANCIAL TRANSACTIONSSET UP CATEGORIES	Financial Transactions

Step 1: Setting up Payment Methods

Start by configuring the Payment Methods used by Financial Transaction Types of Classification Payment.

Payment Methods are the options available to customers for paying for Products. The Payment Method is defined during the creation of Payments.

For each defined Payment Method, provide a unique Name and Alternative Code.

Step 2: Setting up Financial Transaction Types

Financial Transaction Types must be configured next.

Financial Transaction Types determine the behaviour and the nature of each Financial Transaction. Multiple Financial Transaction Types can exist in the System.

For each Financial Transaction Type define:

Classification: the nature of the transaction, including its notation in the double-entry accounting system (debit or credit). Financial Transaction Type Classifications are predefined in the System and cannot be overridden:
- Invoice
- Invoice Cancellation
- Credit Note
- Payment
- Payment Cancellation
- Refund
Allowed Payment Methods: The predetermined ways to make a Payment. Available and Mandatory on Conditions only if the Classification if set to Payment.

Step 3: Setting Up Rejection Reasons

Rejection Reasons are defined next.

Rejection Reasons is the explanation for rejecting a Financial Transaction. Only Financial Transactions in a 'Draft' state can be rejected.

Mandatory only if your business supports the rejection of Payments.

Step 4: Setting Up Financial Transactions Definition

An 'Active' Financial Transactions Definition must be configured next.

Financial Transaction Definitions is a set of business rules used to control the behaviour of Financial Transactions throughout their Life Cycle.

Through the Definition you can:

Define values for System Generated Financial Transactions Settings. Specify the Financial Transaction Types that will be selected automatically (i.e. by default) when a Financial Transaction of each Classification is created. A Financial Transaction Type can be specified for each of the following Classifications:
- Invoice
- Full Invoice Cancellation
- Credit Note
- Payment
- Payment Cancellation
- Refund
Define Available Rejection Reasons: Defines the reasons for which Financial Transactions in a 'Draft' state can be rejected. It is mandatory to select the default Rejection Reason.

Step 5: Setting Up Financial Transactions Categories

Configure the following module for additional functionality and categorisation. You can skip the configuration of these modules if they are not required by your business model.

Financial Transaction Categories: Used to classify Financial Transactions into generic groups based on common attributes. Financial Transaction Categories follow a hierarchical structure.

Do it Yourself!!

Let's see how you can quickly set up the System to start using Financial Transactions module.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Payment Methods

Payment Methods
Cash
Credit Card
Stripe

Financial Transaction Types

Financial Transaction Types	Classification	Allowed Payment Methods
Normal Payment	Payment	Cash Credit Card
Online Payment	Payment	Stripe
Invoice	Invoice
Normal Credit Note	Credit Note
Normal Invoice Cancellation	Invoice Cancellation
Normal Payment Cancellation	Payment Cancellation
Normal Refund	Refund

Rejection Reasons

Rejection Reasons
Agent Error
System Error
On Customer Request
Other (the User can give provide their own reason in the "Issue Reason Free Text")

Financial Transactions Definition

System Generated Financial Transaction Types	Allowed Rejection Reasons
Select default Types for each Classification Normal Payment Normal Invoice Normal Credit Note Normal Refund Normal Invoice Cancellation Normal Payment Cancellation	Cash Credit Card Stripe

Setting up Wallets

A Wallet is a type of account which contains an amount of money that can be used to fund transactions within CRM.COM. It works as a mini-ledger that can easily be topped up by various payment events, or spent by CRM.COM functions such as Prepaid Subscriptions or the redemption of Awards.
Wallets are debited and credited through Wallet Transactions.

What Comes First

To start using Wallets configure the System to support your business model. In the following table, find the configuration modules related to Wallets.

Sub-module	Type	Navigation	Dig In
Wallets Definitions	Configuration	CONFIGURATIONFINANCE APPLICATIONWALLETSSET UP BUSINESS DEFINITIONS	Wallets
Wallets Transaction Types	Application	FINANCEFINANCE APPLICATIONWALLETSSET UP WALLET TRANSACTION TYPES	Wallets
Wallet Expiration Run Definition	Application	FINANCEWALLETSPERFORM WALLET BALANCE EXPIRATION RUNS	Wallets

Step 1: Setting Up Wallets Definitions

Start by configuring an 'Active' Wallets Definition.

Wallet Definitions is a set of business rules used to control the behaviour of Wallets throughout their Life Cycle.

Through the Definition you can:

Define values of related Wallet Causes:
- Create Wallets: The causes that result in the automatic creation of new Wallets, including:
  - On creating a new Accounts Receivable.
  - On using an Accounts Receivable on a Prepaid Subscription.
  - On using Accounts Receivable in Reward Participants.
- Cancel Wallets: The causes that result in the automatic cancelling of Wallets, including:
  - On Terminating an Accounts Receivable.
  - On Terminating the relation of Wallets with (last prepaid) Subscription and/or (last) Rewards Participant.
- Debit Wallets: The causes that result in the automatic debiting of Wallets, including:
  - A Prepaid Billing Run
  - Spend Reward Transactions
- Credit Wallets: The causes that result in the automatic crediting of Wallets, including:
  - Payments posting (applicable for all Payment Types or specific Types)
  - Credit Note posting (applicable for all Credit Note Type or specific Types)
  - Award Reward Transactions
- Reimbursing Wallets: The causes that result in the automatic reimbursing of Wallets, including:
  - Cancelling a Wallet
  - Changing a Prepaid Subscription Accounts Receivable
- Void Wallet Transactions: The causes that result in the automatic voiding of Wallet Transactions, including:
  - Cancelling a Payment (applicable for all Payment cancellation Types or specific Types)
- - Cancelling a Reward Award Transaction
  - Cancelling a Spend Award Transaction
Define values of related Wallet Rules:
- Crediting Rules: Specify the rules that will be applied while crediting a Wallet.
- Reimbursing Rules: Specify the rules that will be applied while reimbursing a Wallet
- Voiding Rules: Specify the rules that will be applied while voiding a Wallet.

Step 2: Setting Up Wallets Transaction Types and Wallet Balance Expiration Runs

Configure the following modules for additional functionality and categorisation. You can skip the configuration of these modules if it is not required by your business model.

Wallets Transaction Types: Used to define the behaviour and the nature of each Wallet Transaction and the business processes, rules and restrictions that should be applied to creating Wallet Transactions, based on the Wallet Transaction Type Classification. The supported Classifications are the following:
- Credit
- Debit
- Reimburse
- Void
Wallet Balance Expiration Run Definitions: Used to define the rules by which Runs will be performed, to identify the Wallet amount that should be expired and debit the Wallet for the unspent amount of money (the identification process is performed based on the specified Expiration Date and the amount already spent). The resulting debit that reflects the expired amount is directly allocated against the expired credit amount.
The Expiration Date is specified either manually or automatically, as part of a Reward Offer Award that has a specific Expiration Date.

Do it Yourself!!!

Let's see how you can quickly set up the System to start using Wallets module for your Rewards business.

Create the following Wallets Definition

Wallet Causes	Wallet Rules
Create	Cancel	Debit	Credit	Reimburse	Void Wallet Transactions	Crediting		Reimbursing	Voiding
Enable the following: On Creating New Accounts Receivable On Using Accounts Receivable in Rewards Participants	Enable the following: On Terminating an Accounts Receivable On Terminating the Relation of a Wallet with a Subscription or a Rewards Participants	Enable the following: On Spend Reward Transaction	Enable the following: On Award Reward Transaction	Enable the following: On Cancelling a Wallet	Enable the following: On Cancelling a Reward Award Transaction On Cancelling a Reward Spend Transaction On Cancelling a Payment Normal Void	Enable the following: Debit the Related Accounts Receivable		Enable the following: Credit the Related Accounts Receivable	Enable the following: Cancel Any Related Invoice Debit Any Related Account

Wallet Causes

Wallet Rules

Create

Cancel

Debit

Credit

Reimburse

Void Wallet Transactions

Crediting

Reimbursing

Voiding

Enable the following:

On Creating New Accounts Receivable
On Using Accounts Receivable in Rewards Participants

Enable the following:

On Terminating an Accounts Receivable
On Terminating the Relation of a Wallet with a Subscription or a Rewards Participants

Enable the following:

On Spend Reward Transaction

Enable the following:

On Award Reward Transaction

Enable the following:

On Cancelling a Wallet

Enable the following:

On Cancelling a Reward Award Transaction
On Cancelling a Reward Spend Transaction
On Cancelling a Payment
- Normal Void

Enable the following:

Debit the Related Accounts Receivable

Enable the following:

Credit the Related Accounts Receivable

Enable the following:

Cancel Any Related Invoice
Debit Any Related Account

Setting up Vouchers

Vouchers are an alternate way of paying an amount of money across CRM.COM modules. Customers can buy Vouchers and use them to perform payments within the system, while optionally, limitations can exist on the products money can be spent on. When using Vouchers payments, the customer's Accounts Receivable is credited.

What Comes First

To start using Vouchers configure the System to support your business model. In the following table, you can find the configuration modules related to Vouchers.

Sub-module	Type	Navigation	Dig In
Vouchers Types	Configuration	CONFIGURATIONFINANCE APPLICATIONVOUCHERSSET UP TYPES	Vouchers
Vouchers Definition	Configuration	CONFIGURATIONFINANCE APPLICATIONVOUCHERSSET UP BUSINESS DEFINITIONS	Vouchers
Generate Vouchers	Application	FINANCEVOUCHERSMANAGE VOUCHER LOTS	Vouchers

Step 1: Setting up Voucher Types

A Voucher Type defines the values to be used for generating Vouchers. A Voucher cannot be created without specifying its Type.

The Voucher Type includes:

Default Payment Type: The Payment Type that Vouchers of this Type will default to.
Value Option: Defines if the value should be Fixed, as defined in the Voucher type, or Variable, as defined during the creation of the Vouchers.
Value: The value that will be provided by Vouchers of that Type.
- Mandatory on Conditions: Applicable and mandatory only if the value option is set to 'Fixed'.
Secret Number Length: Determine the length of the generated Secret Number.
Default Payment Type: The Payment Type that Vouchers of this Type will default to.
Supported Products: A list of Products (Services or Physical Goods) and/or Products Types that each Voucher Type can be redeemed for. Each Voucher supported Product is associated with either a Product or a Product Type.
Allowed Organisational Units: The organisational units that can use the Voucher Type when creating new Vouchers.

Step 2: Setting up Voucher Definitions

Voucher Definitions follow.

Voucher Definitions is a set of business rules used to control the behaviour of Vouchers throughout their Life Cycle.

For each Voucher Definition define the:

Name
Restricted States Per Voucher Process:
Used to set additional restrictions on Voucher processes. Each Voucher process, by default, can accept a specific number of Life Cycle States, which can be limited through this section. The Life Cycle States which are restricted by default cannot be overridden.
This functionality is only available for the following Voucher Processes:
- Modification Process
- Purging Process
- Cancellation Process

Step 3: Generating Vouchers

Vouchers must be Generated next.

Subscription Payments can be done via Vouchers as well as other types of Payments.

Vouchers are generated via LOTS. To generate Vouchers:

Create a LOT by defining:
- Type of Vouchers
- Number of Vouchers to be generated
- Effective and Expiration Dates
Generate Vouchers via the respective Action through LOT's page.

Do it Yourself!!!

Let's see how you can quickly set up the System to start using Vouchers.

No configuration is necessary for the modules, sections and attributes not mentioned below.

Voucher Types

Company ZX needs to create 100 Vouchers of €50 with one-year validity that can be used on Products A and B exclusively.

Name	Value	Extra Added Value	Secret Number Length	Supported Products	Allowed Organisational Units
Premium Services	50	0	7	Product A Product B	None

Voucher Definition

Restricted States Per Voucher Process
Export Process - Accepted for Activation

Create LOT

Voucher Type	Number of Vouchers	Validity settings
Premium Services	100	Effective from: 01/09/2014 Effective to: 01/09/2015

Using the Software

Having set up CRM.COM based on your business requirements, you are ready to experience the capabilities of the System. View our Application Manuals area, which includes manuals dedicated to each submodule, and discover the functionality of each CRM.COM Module designed to help you complete your business transactions.
Find links to manuals related to Prepaid Subscriptions below.

Selecting the right Provisioning Provider for your Business

View Provisioning and select the Provisioning provider you are already working with or are planning to work with.

Managing Contact Information

View Managing Contact Information and start working with Contact Information required for creating an Accounts Receivable.

Managing Accounts Receivable

View Accounts Receivable and start working with Accounts Receivable required for creating Subscriptions.

Managing Wallets

View Managing Wallets and start working with Wallets required for funding Prepaid based Subscriptions.

Managing Subscriptions

Module	Navigation	Dig In
Manage Subscriptions	BILLINGSUBSCRIPTIONSMANAGE SUBSCRIPTIONS	Subscriptions

Become Subscriber is a Subscription Action which is used for creating a new Subscription from scratch.

The Action allows you to create all of the required entities at once, without switching between screens.

There are two ways to use "Become Subscriber":

Creating Effective Subscriptions
- Creates and Activates a Subscription
Creating Draft Subscriptions
- Creates the Subscription (may be activated later).

Creating Subscriptions

For each new Subscription the following steps defined through the Become Subscriber Data Entry page are required:

Create a new Contact Information or use an existing one.
Create a new Accounts Receivable or in case an existing customer (account owner) is selected, optionally also select their accounts.
Specify the subscriber's Billing Address.
Specify the subscriber's Subscription Address.
Define the Subscription Terms which include the Subscription Type, Billing Term Scheme, Price Plan and Binding Period.
Select the Services & Installed Items that will be provided to the subscriber by the Provisioning Provider (e.g. Nagravision SMSgw).

Once a Subscription is created, several business processes can be performed, such as the addition of new Services and Installed Items, the activation, deactivation or termination of the Subscription, the starting or stopping of individual Services, the upgrading or downgrading of Services and others.
Refer to the table below for a list of all the available Actions that can be performed on Subscriptions.

Subscription Related Actions	Subscription Service Related Actions	Subscription Installed Item Related Actions
Activate Subscription Amend Billing Terms Bill Subscriber Change Subscriber Account - Change Subscriber Change Subscriber Account - Same Subscriber Change Subscription Address Change Subscription Distribution Deactivate Subscription End Short Term Subscription Activation End Short Term Subscription Deactivation End Subscription Resting Extend Grace Period Provide Ad Hoc Discount Rest Subscription Short Term Subscription Activation Short Term Subscription Deactivation Submit Buy in Advance Request Terminate Subscription for Cancelling Terminate Subscription for Regretting	Add Draft Services Add Effective Services Add Expense Add Service Usage Amend Bundle Services Cancel Expense Remove Services - Cancel Remove Services - Regret Remove Services - Undo Add Service Start Services Stop Services Swap Services	Add Installed Item Remove Installed Item Swap Installed Item Move Installed Items Between Subscriptions

Executing Prepaid Billing Runs

View Managing Prepaid Billing Runs to set up and execute Billing as required.

Managing Vouchers

View Managing Vouchers and start working with Vouchers that can be used to add money to the subscriber's Wallet.

Managing Financial Transactions

View Managing Financial Transactions and start working with Financial Transactions to debit and credit the subscriber's account.

Integrating with CRM.COM

Are you a web developer? Are you interested in integrating with CRM.COM?

Click on the links below for a complete description of the available Web APIs

Contact Information
- Contact Information Web API
Accounts Receivable
- Accounts Receivable Web API
Products
- Products Web API
Subscriptions
Inventory Management

Table of Contents

Getting Started

What you need to get started

Setting up Products

What Comes First

Step 1: Setting up Product Types

Step 2: Creating your Product

Step 3: Setting up Product Brands, Categories, Families

Do it Yourself!!

Setting up Inventory Management

What Comes First

Step 1: Setting up Warehouse Types

Step 2: Setting up an Inventory Management Definition

Step 3: Creating Warehouses

Step 4: Creating Installed Items

Step 4: Setting Up Installed Item Categories

Do it Yourself!!

Setting up Price Plans

What Comes First

Step 1: Setting up Base Price Plans

Step 2: Setting Up Conditional Price Plans

Step 3: Setting up Billing Term Schemes

Do It Yourself!

Setting up Billing & Subscriptions

What Comes First

Step 1: Setting up Billing Term Schemes

Step 2: Setting up Subscription Types

Step 3: Setting up Subscription Definition

Step 4: Setting up Billing Term Definitions

Step 5: Setting up Prepaid Billing Run Definitions

Step 6: Setting Up Subscription Action and Sub-Action Types and Deactivate Prepaid Subscription Runs

Do it Yourself!!

Setting up Provisioning Provider

What Comes First

Step 1: Setting up a Provider

Step 2: Setting up Provisioning Request Run

Do it Yourself!!!

Setting up Contact Information

What Comes First

Step 1: Setting up Contact Information Definitions

Step 2: Setting Up Contact Information Categories, Industry Sectors and Industries

Do it Yourself!!

Setting up Accounts Receivable

What Comes First

Step 1: Setting Up Accounts Receivable Classifications

Step 2: Setting Up Accounts Receivable Definitions

Step 3: Accounts Receivable Banks, Bank Account Types, Presentment and Payment Preferences

Do it Yourself!!

Setting up Financial Transactions

What Comes First

Step 1: Setting up Payment Methods

Step 2: Setting up Financial Transaction Types

Step 3: Setting Up Rejection Reasons

Step 4: Setting Up Financial Transactions Definition

Step 5: Setting Up Financial Transactions Categories

Do it Yourself!!

Setting up Wallets

What Comes First

Step 1: Setting Up Wallets Definitions

Step 2: Setting Up Wallets Transaction Types and Wallet Balance Expiration Runs

Do it Yourself!!!

Setting up Vouchers

What Comes First

Step 1: Setting up Voucher Types

Step 2: Setting up Voucher Definitions

Step 3: Generating Vouchers

Do it Yourself!!!

Using the Software

Selecting the right Provisioning Provider for your Business

Managing Contact Information

Managing Accounts Receivable

Managing Wallets

Managing Subscriptions

Creating Subscriptions

Executing Prepaid Billing Runs

Managing Vouchers

Managing Financial Transactions

Integrating with CRM.COM

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