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Crm mobitel ppt-2003 format






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  • In telecommunictions rating is the activity of determining the cost of a particular call. [1] The rating process involves converting call-related data into a monetary-equivalent value. Generally individual calls are rated and then the rated amounts are sent to a billing system such as the ebillz billing platform to provide a bill to the subscriber. Often the rating system will be a module of a larger "Billing System" architecture. A legacy system is an old method , technology , computer system , or application program that continues to be used, typically because it still functions for the users' needs, even though newer technology or more efficient methods of performing a task are now available. A legacy system may include procedures or terminology which are no longer relevant in the current context, and may hinder or confuse understanding of the methods or technologies used.
  • The issuance of another GSM license in Bulgaria meant that Mobil Tel would have faced competition within in a few months. The company identified that in order to attract and retain subscribers in what was rapidly becoming a competitive and dynamic environment, they would need to streamline and enhance its billing and customer care operations. It was decided to replace the existing EPPIX system with a solution that would cost effectively support the ever growing demand for improved customer service, accurate billing and rating, increased revenue assurance and the reduction of the risk of possible churn.
  • The documentation typically describes what is needed by the system user as well as requested properties of inputs and outputs (e.g. of the software system). The FS stage resulted in a 200-page report of procedures and manpower resources required to install the new system, providing a complete, system-specific blueprint and roadmap to a successful installation.

Crm mobitel ppt-2003 format Presentation Transcript

  • 1. Mukesh Singh-KHR2009PGDMF003
    • Located in Sofia Bulgaria(Europe).
    • MobiTel is the first and leading GSM operator in Bulgaria which provide wireless coverage
    • Since 1994 MobiTel was growing leaps and bounds
    • Bulgarian Government licensed another GSM operator
    • Adaptation of aggressive expansion strategy to sustain its leadership
  • 4. How Mobi Tel dealt with the problem?
    • Goal Setting
    • Aimed to increase its current subscriber base from 9lacs by providing its customer a wide range of VAS
    • Challenges
    • Present rating and billing system took 12-18 hours to complete a billing cycle
    • Bills were generated four times a month so unable to exercise detail analysis of customer usage
  • 5.
    • The legacy system was incompatible with in-house developed software solutions
    • The system had only English interface but no Bulgarian language set
    • Several disparate system which needs to be separately updated in order to effect a single new service
  • 6. Requirements of MobiTel
    • MobilTel wanted to install a billing and CRM system that would allow them to:
    • Interface with over 10 legacy systems
    • Provision new services quickly and easily
    • Offer a comprehensive contact management and centralized department for complain resolution
    • Complete billing cycles efficiently
    • Allow CSRs in over 120 business centers around Bulgaria to register new subscribers
  • 7.
    • View and work in either Bulgarian or English
    • Provide up-to-the-minute information about each subscribers current charge status
    • Leave the system fully open for eventual integration .
    • The vendor chosen to install the billing and CRM system should provide training for the MobilTel employees involved in its day-to-day use
  • 8. Functional specification
    • The existing Management Information System (MIS) structure of the billing system
    • The preferred architecture, operation and functionality of the future billing and CRM system
    • The most effective method of migrating data and processes, including interfaces to external legacy systems, into a future system to cause minimum disruption and negative revenue impact to the operator.
    • FS stage came out with a blue print and roadmap
  • 9. The solution
    • The implementation of the Leap Plus Billing and Customer Relationship Management (CRM) solutions which enabled MobiTel to
    • to drastically reduce their bill production cycle to less than one hour.
    • migrated all customer data to a single database
    • integrated the new system with a significant number of existing/legacy systems
    • enabled rapid introduction of new service packages, discounts, and pricing plans for MobilTel's customers.
    • Provide the CSRs with on line subscriber and service related information
  • 10.
    • Provide an in depth analysis of customer behavio r
    • to maximize all customer contacts by turning every contact into a selling opportunity
    • to formulate sales and marketing strategies, all of which proved vital in the new Bulgarian Mobile Market
    • Benefits
    • The MobiTel’s subscriber base grew from 900,000 to 1,700,000 during the course of the actual implementation
    • MobilTel became responsive and proactive to its subscriber base
  • 11. References
    • 1] Retrieved Nov 10,2010 ,from http://www.fts-oft.com/category/mobitel-bulgaria-case-study
    • 2] Retrieved Nov 10,2010 ,from http://www.fts-oft.com/category/fts-completes-installing-israel.htm
  • 12.