Skip to end of banner
Go to start of banner

Aluxsat Co. Demo Instruction Manual

Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 4 Next »

 


AluxSat Instruction Manual

1. How to create an account on the CRM.COM Self Service Portal (new subscriber)

  • Open your web browser
  • Navigate to http://www.aluxsat.com/home 
  • From the top right section of the page click on Register
  • The Registration page opens
  • If you don’t have a CRM.COM subscription yet click on Register New Subscriber
    • The Registration page opens
    • Enter your personal details
      (warning) Note:  In order to get access details (i.e., username and password) to the portal via email please provide a valid email address you have access to as well as your mobile phone number with the country code included.

    • Click Next
    • Provide your subscription terms, services and the AluxSat TV BOX serial number you have also purchased
      (warning) Note: In order to find an available AluxSat TV BOX Serial Number go to the CRM.COM software and navigate to Foundation > Inventory Management > Manage Installed Items and use one of the available items there, that are included in the AluxSat Warehouse.
    • Click Next
    • Provide your billing address
    • Click Next
    • Select E-mail as the bill delivery method
    • Provide your payment preferences
      (warning) Note: In order to provide a Stripe registered card number for testing purposes, navigate to https://stripe.com/docs/testing and use one of the provided test cards to simulate a successful transaction (e.g. 4242424242424242), Exp.Month/Year should be in the future and Security Code can be any 3-digit code.
    • Click Finish
    • As soon as your registration has been completed, a confirmation message will appear on the screen.  On successful registration, please check your email for details on how to log in to the portal.
      (warning) Note:  At this point, the portal should send you an email with bill information (normal subscribers only) and portal access details as well as an SMS as soon as your subscription is activated.

 

2. How to create an account on the CRM.COM Self Service Portal (existing subscriber)

  • Open your web browser
  • Navigate to http://www.aluxsat.com/home 
  • From the top right section of the page click on Register
  • The Registration page opens
  • If you are an existing CRM.COM subscriber click on Register Existing Subscriber
  • The Registration page opens
  • Enter your Account Number
  • Enter your E-mail Address
  • Click on Register
  • An email will be sent to you with access details

3. How to log in and navigate around the CRM.COM Self Service Portal

  • Open your web browser
  • Navigate to http://www.aluxsat.com/home
  • From the top right section of the page click on My AluxSat
  • The Login page opens
  • Enter your Account Number
  • Enter your Password
  • Click Sign In
  • The portal’s welcome page opens
  • To update your contact details click on Profile from the top menu


  • To update your payment preferences click on Payment Settings from the top menu


  • To manage your subscriptions click on Subscriptions from the top menu


  • To view and pay your bills click on Bills from the top menu


  • To view the balance of your wallet (for prepaid subscriptions) click on Wallet from the top menu

  • To top up your wallet using your credit card click on Top Up
  • Enter the amount you wish to top up your wallet with
  • Select your card
  • Click Proceed


  • To purchase and/or use a voucher to top up your account click on Vouchers from the top menu



  • To purchase a voucher click Purchase
  • Select the voucher you would like to purchase
  • Select your card
  • Click Proceed


  • As soon as the voucher is purchased, you receive a confirmation message that includes the voucher's secret code.  An email that contains the secret code of the voucher is also sent to the email address registered on the logged in subscriber

  • To use the purchased voucher to top up your wallet click Use
  • Enter the voucher's secret code
  • Click Use
  • To view the updated balance of your wallet navigate to the Wallet tab


  • To view your notifications, click on the envelope icon on the top right section of the portal, next to your name
  • To log out of the portal click on your name on the top right section of the portal and then click Logout

4. Log In to CRM.COM

  • Open your web browser
  • Navigate to https://demo2.crm.com/crm 
  • Enter the username and password that were provided to you
  • Click Go

 

5. Get familiar with the CRM.COM screens

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

6. How to view a contact

  • Navigate to CRM > Contact Information > Manage Contact Information
  • Search for the contact you would like to retrieve using the search criteria and click Search
  • The results that meet the specified criteria are retrieved
  •  Click on the Contact Name to enter its Data Entry page
  • The Contact Information page opens
  • Navigate through the various tabs to view all entered contact information

(lightbulb) Note: For more information on Contact Information click on the link below:

https://discover.crm.com/display/V4Manual/Contact+Information 


7.    How to update a contact’s personal details

  • Navigate to CRM > Contact Information > Manage Contact Information
  • Search for the contact you would like to retrieve using the search criteria and click Search
  • The results that meet the specified criteria are retrieved
  •  Click on the Contact Name to enter its Data Entry page
  • The Contact Information page opens
  • To update the personal details click on Edit
  • Update the contact details as desired
  • Click Save

 

(lightbulb) Note: For more information on Contact Information click on the link below:

https://discover.crm.com/display/V4Manual/Contact+Information 

 

8.    How to view a subscription

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Search for the subscription you would like to retrieve using the search criteria and click Search
  • The results that meet the specified criteria are retrieved
  • Click on the Subscription Number to enter its Data Entry page
  • The subscription page opens
  • Navigate through the tabs to view the entered subscription information

(lightbulb) Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions


9. How to create a new segment using CRMQL

  • Navigate to Foundation > Segmentation > Manage Segments
  • Click New
  • Under the Main Information tab specify the segment’s main information
  • Under the Criteria tab select the Entity that the segment will be about
  • Specify the segment criteria using CRMQL.  You will notice that as you type, the system provides a list of the available items to select in order to syntax your criteria.  (More information on the CRMQL syntax can be found here: https://discover.crm.com/display/V4Manual/Using+CRM+Query+Language )
  • As soon as the criteria are defined click Save
  • In order to preview the segment click Preview from the Actions button

(lightbulb) Note: For more information on Segmentation click on the link below:

https://discover.crm.com/display/V4Manual/Segmentation


10. How to create a notification run to be sent to a specific customer segment

  • Navigate to CRM > Notifications > Perform Notification Runs
  • Click New and select Customer Care Notification Process Definition
  • The Notification Run Definition screen opens
  • Under the Main Information tab specify the notification run’s main information
  • Select a notification type
  • Under the Criteria tab, on the Segment section click Add and select the customer segment that you wish to send the email notifications to
    Note: The media e.g. Email or SMS is specified on Communication template, included in the selected Notification Type
  • Click Save

 

  • In order to submit the notification run click Submit from the Actions button
  • At this point, the notification run is sent to the scheduler
  • When the process run is completed you will be able to see it under the Process Runs tab.  This is where you will see all the process run of the specific notification run that will submit to the scheduler at any point
  • The process runs allow you to see which have been processed successfully and which have been processed with errors by expanding the appropriate section
  • You can also drilldown to specific entries to view the exact communication that was sent to each customer
  • Each notification being sent to a customer can also be viewed through the Communication Centre under the Customer Management tab

(lightbulb) Note: For more information on Notification Runs click on the link below:

https://discover.crm.com/display/V4Manual/Notifications

 

11. How to set up an Additive Discount

  • Navigate to Billing > Additive Discounts > Set Up Business Definitions
  • Click New
  • The Additive Discount Definition page opens
  • Under the Main Information tab enter the main information about the additive discount
  • Under the Discount Settings tab enter the discount settings
    • Under the Amount section select the discount amount type (e.g. Free Period)
  • Under the Validity section determine the discount validity period
  • Under the Discounted Products section click Add and enter the product on which the discount will be applied on
  • Under the rest of the Criteria tabs enter the criteria that should be met in order for the discount to be applied
  • Click Save

 

(lightbulb) Note: For more information on Additive Discounts click on the link below:

https://discover.crm.com/display/V4Manual/Additive+Discounts

 

12. How to view an existing customer through the Communication Centre

Communication Centre can be used in cases where a call centre is integrated to CRM.COM and therefore call agents can use it or as part of the company’s Customer Care processes.

  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Using the search filters on the top section search for the customer to retrieve and hit Enter
  • All customer information is immediately loaded in the screen



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

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


13. How to create a new subscription for an existing customer within CRM.COM

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Click New
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve a customer
  • From the action panel select the Become Subscriber action
  • The Become Subscriber window opens
  • Enter or update pre-entered information and click Next to proceed to the next section and so on
  • Under Subscription Terms enter the necessary subscription information according to the subscription type, the services and the physical items you would like to add to the subscription
  • Click Next
  • Select Provisioning Distributor
  • Select Mandatory Services, Optional Services and Installed Items
  • The Preview & Action Panel allows you to preview the services and installed items you have added on the subscription before submitting it
  • To create the subscription as a Draft click Submit As Draft
  • To create the subscription and activate it at the same time click Submit
  • The Become Subscriber window closes and the subscription is created and can be seen under the Subscription tab

 

(lightbulb) Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

 

14. How to activate a Draft subscription

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Search and retrieve the Draft subscription which you would like to activate
  • Click on its number to enter its Data Entry Page
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer whom you would like to activate his subscription
  • Under the Subscription tab select the subscription number that you like to activate
  • Click Manage Subscription
  • The Subscription window opens
  • From the Action Panel expand the Subscription Related Actions section and click Activate Subscription
  • The Activate Subscription window opens
  • To activate the subscription immediately select Now and click Submit
  • The subscription is activated and the activate subscription window closes
  • You can now see that the subscription’s life cycle state changed from Draft to Effective

 

(lightbulb) Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

 

15. How to add a new service to a subscription

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Search and retrieve the subscription which you would like to add a new service to
  • Click on its number to enter its Data Entry Page
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer whom you would like to add a new service to his subscription
  • Under the Subscription tab select the subscription number
  • Click Manage Subscription
  • The Subscription window opens
  • From the Action Panel expand the Subscription Service Related Actions section and click Add Services
  • The Add Subscription Service window opens
  • Select the Provisioning Distributor
  • Select the service that you would like to add
  • Select action type Add Service
  • To add the service in draft service click Submit As Draft.  To add the service and activate it click Submit
  • You can now view the newly added service and its life cycle state under the Subscriptions tab

 

(lightbulb) Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions


16. How to remove a service from a subscription

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Search and retrieve the subscription which you would like to remove a service from
  • Click on its number to enter its Data Entry Page
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer whom you would like to remove a service from his subscription
  • Under the Subscription tab select the subscription number
  • Click Manage Subscription
  • The Subscription window opens
  • From the Action Panel expand the Subscription Service Related Actions section and click Remove Services
  • The Remove Subscription Service window opens
  • Select the service to be removed
  • Select action type Remove Service
  • Click Submit


(lightbulb) Note: For more information on Subscriptions click on the link below:

https://discover.crm.com/display/V4Manual/Subscriptions

 

17. How to bill a subscriber

Normal and Prepaid billing is handled by the respective billing mechanisms within CRM.COM and are being executed in a batch mode.  This manual only shows you how to generate a bill for an individual customer.

  • Navigate to Billing > Subscriptions > Manage Subscriptions
  • Search and retrieve the subscription which you would like to bill
  • Click on its number to enter its Data Entry Page
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer who you would like to bill
  • Under the Subscription tab select the subscription number
  • Click Manage Subscription
  • The Subscription window opens
  • From the Action Panel expand the Subscription Related Actions section and click Bill Subscriber
  • The Bill Subscriber window opens
  • Set your preferences on Bill As Of Date
  • If you would like to preview the bill before submitting it, click  Preview Bill or else click Submit

 

(lightbulb) Note: For more information on Billing click on the links below:

https://discover.crm.com/display/V4Manual/Normal+Billing

https://discover.crm.com/display/V4Manual/Prepaid+Billing

 

18. How to view a generated bill and send it via email

  • Navigate to Billing > Billing > Manage Bills
  • Search and retrieve the b
  • Click on its number to enter its Data Entry Page
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer whom you would like to view the bill
  • Under the Financials tab you can view the bill under the Bills section and drill down to view more bill information
  • To view the bill click on the Bill No.

 

To send the bill via email to the subscriber directly from CRM.COM, select Communicate Bill via the Actions button

  • The Communication window opens
  • Select the appropriate communication template
  • Select the email to be sent to
  • Click Save

 

(lightbulb) Note: For more information on Bills click on the link below:

https://discover.crm.com/display/V4Manual/Bills


19. How to schedule an activity

  • Navigate to CRM > Activities > Manage Activities
  • Click New
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the appropriate customer
  • From the action panel select the Schedule An Activity action
  • The Activity window opens
  • Enter or update pre-entered contact information and click Next to proceed to the next section
  • On the Activity Characteristics section select the activity type e.g. Installation and define if it is associated with another entity regarding the same customer
  • Click Next
  • On the Services To Be Provided section specify the one-time services that will be provided as part of the activity
  • Click Next
  • On the Key Dates & Assignment section specify the start date, the estimated and the expected completion time in order to be able to keep track of the activity
  • Specify assignment information by assigning the activity to a unit or/and user
  • Click Save
  • You can keep track of the activities under the Customer Management tab and the Activities section
  • Alternatively,  you can view the non-completed activities at any point under the Non Completed Activities section

 

(lightbulb) Note: For more information on Activities click on the link below:

https://discover.crm.com/display/V4Manual/Activities


20. How to create a service request

  • Navigate to CRM > Service Requests > Manage Service Requests
  • Click New
    Alternatively, as part of Customer Care:
  • Navigate to CRM > Communication Centre > Access Communication Centre
  • Retrieve the customer that the service request will be raised about
  • From the action panel select the Raise A Service Request action
  • The Service Request window opens
  • On the Customer Information section enter caller email
  • Click Next
  • On the Service Request Terms select the service request type and update all necessary information if needed
  • If the service request is related to another entity specify it on the Related Entities section
  • Click Next
  • On the Affected Products specify the physical goods and services that the service request is raised for
  • Continue to the rest of the areas and fill out all necessary information
  • On the Key Dates & Assignments specify the start date, the estimated and the expected completion time
  • Specify assignment information by assigning the service request to a unit or/and user
  • Click Save

 

(lightbulb) Note: For more information on Service Requests click on the link below:

https://discover.crm.com/display/V4Manual/Service+Requests


21. How to set up a Reward Scheme

  • Navigate to Rewards > Rewards > Manage Reward Schemes
  • Click New
  • The Reward Scheme page opens
  • Under the Main Information tab fill in all the main information of the scheme
  • Click Save

 

(lightbulb) Note: For more information on Reward Schemes click on the link below:

https://discover.crm.com/display/V4Manual/Configuring+Rewards+Schemes

 

22. How to create a Reward Offer

  • Navigate to Rewards > Rewards > Manage Reward Offers
  • Click New
  • The Reward Offer page opens
  • Under the Main Information tab fill in all the main information of the offer
  • Under the Offer Validity tab define the offer’s validity period
  • Under the Award Conditions specify the conditions under which the award will be provided to the subscriber (Note: the award conditions depend on which reward offer type is selected)
  • Under the Spend Conditions specify the conditions under which the award can be consumed by the subscriber
  • Click Save

 

(lightbulb) Note: For more information on Reward Offers click on the link below:

https://discover.crm.com/display/V4Manual/Rewards+Offers


23. How to sign up a subscriber for Rewards

  • Navigate to Rewards > Rewards > Manage Rewards Participants
  • Click New
  • The Rewards Participant page opens
  • Navigate through the tabs and fill in all necessary information
  • Under Participating Schemes select the scheme that the subscriber will participate to
  • Click Save

 

(lightbulb) Note: For more information on Rewards Participants click on the link below:

https://discover.crm.com/display/V4Manual/Rewards+Participants


24. How to view a subscriber’s Wallet

 

  • Navigate to Finance > Wallets > Manage Wallets
  • Search for a wallet to retrieve and click Search
  • According to the search criteria the results are being retrieved
  • Using the drill-drowns you can view wallet related information directly from the summary page
  • Alternatively, click on the Wallet Number to enter its Data Entry page from where you can navigate through the various tabs and see all wallet related information

 

(lightbulb) Note: For more information on Wallets click on the link below:

https://discover.crm.com/display/V4Manual/Wallets


25. How to view dashboards

  • Navigate to Foundation > Analytics > View Dashboards
  • The dashboards page opens
  • You can switch from one dashboard to another using the drop down Switch To Dashboard


  • In order to drill down to view more information click on a piece on a chart.  On mouse over on a piece you can also see the % and the exact volume

 

(lightbulb) Note: For more information on Dashboards click on the link below:

https://discover.crm.com/display/V4Manual/Dashboards


26. How to generate a report

  • Navigate to Foundation > Analytics > Run Reports
  • Select a report to generate from the reports list
  • Enter the criteria to filter your report results
  • Define the fields to be displayed
  • Define the group by fields
  • Click on the format of the report to be generated
  • The report is being generated according to the selected format
  • If you would like to schedule the report to be automatically sent via Email then click on Schedule and define the scheduling settings of your choice

 

(lightbulb) Note: For more information on Reports click on the link below:

https://discover.crm.com/display/V4Manual/Reports

 


  • No labels