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IBM Confidential 1
Global Business Services
© Copyright IBM Corporation 2011
PTCL CRM - Phase 1
Power User Training
July 2011
IBM Global Business Services
© Copyright IBM Corporation 20112 CONFIDENTIAL | | 20-Mar-14 |2
Agenda
 Project Scope Summary
 Training Modules
 Module A : Introduction to Siebel CRM Application
 Module B: 360 Customer View
 Module C: Complaint Management
 Module D: Customer Directory Assistance
 Module E: Customer Self-Service Application

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Agenda
 Module Topics
 Module A : Introduction to Siebel CRM Application
 Topic A1: Introduction to Siebel CRM
 Topic A2: About Siebel Entities
 Topic A3: Siebel Entity – Life Cycle
 Topic A4: CRM Application Layout
 Topic A5: Introduction to Screens
 Topic A6: Introduction to Views
 Topic A7: Introduction to Applets
 Topic A8: Navigation thru Screens, Views & Applets
Agenda
 Module Topics
 Module B : 360 Customer View
 Topic B1: 360 Customer View Walkthrough
 Topic B2: Introduction to Homepages
 Topic B3: Study Accounts View
 Topic B4: Study Products View
 Topic B5: Study Assets View
 Topic B6: Study Orders View
 Topic B7: Study Contacts View
 Topic B8: Study Network Trouble Ticket (NTT) View
 Topic B9: Using CRM Search Functions on 360 Customer
View

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Agenda
 Module Topics
 Module C : Complaint Management
 Topic C1: Search & Locate Customer Data
 Topic C2: Service Request Registration - Technical Complaints
 Topic C3: Service Request Registration - Billing Complaints
 Topic C4: Service Request Registration - Administrative Request
 Topic C5: Service Request Registration - Associate NTT
 Topic C6: Using Knowledge Search Feature
 Topic C7: Service Request - Manual Escalation
 Topic C8: Service Request Assignment
 Topic C9: Service Request Resolution
 Topic C10: Service Request Verification
 Topic C11: Passive Outage Registration
 Topic C12: Manage Network Elements Master Information
 Topic C13: Create & Associate Activities
 Topic C14: On-demand Email/SMS Feature
 Topic C15: Associate notes to Service Request
 Topic C16: Associate Attachments to Service Request
Agenda
 Module Topics
 Module D : Customer Directory Assistance
 Topic D1: Search Data
 Topic D2: Report & Fix Data Discrepancy
 Topic D3: Notify Customer by SMS
 Topic D4: Notify Customer by IVR Playback

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Agenda
 Module Topics
 Module E : Customer Self-Service Application
 Topic E1: Customer Registration Process
 Topic E2: Login Process
 Topic E3: Self-Service Navigation
 Topic E4: View Customer Profile
 Topic E5: View Accounts/Orders/Assets
 Topic E6: View Billing Information
 Topic E7: Service Request Registration
 Topic E8: Using FAQs
Project Scope

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Project Scope
1. Project Scope & Summary
Phase 1 Scope
 Complaint Management
 Customer Directory
Assistance
 360 Customer View
Phase 2 Scope
 Opportunity Management
 Order Management
 Administrative Change/Claims
Siebel CRM
replaces
CMS/CDAS
Siebel CRM
replaces
CCS
(Start Date: 31st Jan 2011
End Date: 31 July 2011)
Project Phase 1
(Start Date: 1 Aug 2011
End Date: 31 Jan 2012)
Project Phase 2SERVICE SALES
Project Summary - Phase 1
PTCL is in the process of transitioning from their current Call Center
Support, Complaint Management System, Directory Assistance System
and Customer Care System to Siebel CRM.
As part of Phase 1 Roll-Out for PTCL Consumer & Corporate
Businesses, IBM will enable CRM for following High-Level domains:
 360 Customer View
 Comprehensive Complaint Management
 Customer Directory Assistance
1. Project Scope & Summary

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Training Modules &
Topics
Module A:
Introduction to Siebel
CRM Application

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Topic A1: Introduction to Siebel CRM
Siebel CRM enables you to manage interactions with customers, partners, and
employees through multiple communication channels such as:
 Web and email
 Call center
 Field service
The Siebel system uses a single database to:
 Allow all users access to the same set of data (Example: The correct
customer order status is seen by all relevant users)
 Ensure changes to data are made once and only once (Example: An address
needs to be updated in only one place)
Topic A1: Introduction to Siebel CRM
Siebel CRM Applications:
Siebel CRM family of applications includes:
 Business Analytics Applications
 Contact Center and Service*
 Customer Data Integration
 Customer Order Management**
 Enterprise Marketing
 Partner Relationship Management**
 Sales**
 Self-Service*
 Siebel CRM on Demand
* Phase 1
** Phase 2

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Topic A2: About Siebel Entities
A business entity is something of business interest in the real world.
Siebel applications refer to these entities as business components.
Some of key Business Entities are:
 Accounts
 Contacts
 Orders
 Assets
 Service Requests
 Activities
 Trouble Ticket
 Solutions
Topic A3: Siebel Entity Life-Cycle
Service Request

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Trouble Ticket
Solutions

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Topic A4: Siebel CRM Layout
HomePage
Siebel applications consist of Web pages. Each page displays Siebel data
surrounded by tabs, toolbars and a top-level menu
Application level Menu and Global Toolbar
The Application Level Menu helps in navigation and manipulating data. The
Global toolbar provides quick access to common tasks like iHelp, Report
generation, Task management and printing.
Screen Homepages
Some screens have home pages that provide quick access to common end-
user tasks and data. You can navigate to these homepages by clicking on the
Screen tab and then clicking on the Screen homepage button as shown below.
Each Screen has different views and applets in it. For more information on
screens, views and applets
Topic A5: Introduction to Screens
Screens represent groups of related data for a functional business area, such
as accounts, contacts, or opportunities

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Topic A6: Introduction to Views
A view consists of one or more applets displaying records
Topic A7: Introduction to Applets
There are 2 Types of Applets: List and Form
List Applet

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Topic A7: Introduction to Applets
Form Applet
Topic A8: Navigating through Screens, Views
and Applets
The Siebel CRM application exists in the form of web pages. When you login to Siebel
CRM system it will open the Homepage. Navigate as required through the application
menu, global menu bar and Screen tabs

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and Applets
Accessing Screen Tabs
and Applets
Click on the Show More button

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and Applets
Changing Columns Displayed
and Applets
Changing Columns Displayed

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Module B:
360 Customer View
Topic B1: 360 Customer View Walkthrough
Siebel CRM provides a full 360 degree customer view. It integrates all
the data of the customer in a single place thus enhancing the company’s
performance. The following module gives a general overview of the
Product
 Account Information
 Orders Information
 Subscriptions or Assets Information
 Network Trouble Ticket (NTT) View
 Service Requests
 Activities

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Topic B2: Introduction to Homepages
Overview
Siebel CM provides Homepages for the different entities on offer. The
Homepages make it easier to navigate to different views of an entity.
Homepages on Offer
The homepages in the application are given below:
 Accounts – Homepage
 Orders – Homepage
 Trouble Tickets – Homepage
 Service Request – Homepage
 Directory Assistance – Homepage
 Contacts – Homepage
 Activities – Homepage
Topic B3: Study Accounts View
 Accounts – Homepage
 Search Options
 Accounts Fields
 Launching Portals

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Topic B4: Study Products View
Briefing of products associated with the
subscription/asset
Topic B5: Study Assets View
 Locating Asset View
 Assets Fields

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Topic B6: Study Orders View
 Locating Order View
 Orders Homepage
Topic B7: Study Contacts View
 Locating Contact View
 Contacts Homepage
 Contacts Field Details

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Topic B8: Network Trouble Ticket View
 Locating NTT View
 Trouble Ticket Homepage
 Search Options
 Trouble Ticket Sub-Views
 Trouble Ticket Fields
Topic B9: Search Features on 360
 Using Homepage Search
 Using Query
 Other Advanced Options

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Module C:
Complaint Management
Topic C1: Search and Locate Customer Data
Ability to locate and view customer’s Account
Summary data when customer contacts PTCL
through Inbound channel. User will need to search
for customer’s account when a call lands on the
External Call Receiving Software or Customer
Walks-in for inquiry or complaint registration or
other Services

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Topic C2: Service Request Registration -
Technical Complaints
Process involves Technical Complaints for following
Services:
 PSTN
 Broadband
 IPTV
 EVO
 WLL
Topic C3: Service Request Registration – Billing
Complaints
Billing Complaints like:
 Arrear Correction
 Pakistan Plus Adjustment
 VAS ProvisionalAdjustment
 Surcharge Waiver
 Bill Due Date Extension
 Taxes
 Incorrect Billing
 Domestic SMS Overcharged
 Internet Overcharging
 Balance Drop Due to Cloning
 Bonus Balance Not Awarded
etc

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Topic C4: Service Request Registration –
Administrative Requests
Such Service Request involve requests for:
 General Complaint
 Provisioning Complaint
 Restoration Request
 Blocking Request
 Inquiry
 Bill Delivery
Topic C5: Service Request Registration-
Associate Network Trouble Ticket
 Handling customers in-case of Outage
 Covers process for registration of a Service Request/
Complaint against an Outage

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Topic C6: Using Knowledge Search Feature
Two utilities for Knowledge Search:
 Solutions
 Caller Guided Scripts or Smart Scripts
Topic C7: Service Request- Manual Escalation
Escalation facilitates complaint resolution or a request
fulfilment in a timely and efficient manner
System provides 2 escalation methods:
 Manual Escalation
 Auto Escalation

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Topic C8: Service Request Assignment
System provides 2 assignment methods:
 Manual Assignment
 Auto Assignment
Auto Assignment is based on predefined Assignment Rules
Topic C9: Service Request Resolution
3 ways of resolving a Service Request:
 Knowledge based resolution
 Trouble Ticket resolution
 On-site visit

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Topic C10: Service Request Verification
Service Request Verification is the process when after
rectifying a Service Request will be submitted for customer
verification. In PTCL terms, this is Rectification Claim
process.
Topic C11: Passive Outage Registration
SSCs and BMs at the Exchanges can report outages
occurring in Passive Network Elements like Primary Cables
etc.
System provides the ability to register Passive Outages
(Trouble Tickets)

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Topic C12: Manage Network Elements Master
Information
Interface to update and modify Network Elements Master
Information
Topic C13: Create & Associate Activities
Activities can created standalone or associated with a
business entity. Activities can be of 2 types:
 Manual e.g. Walk-in Activity
 System-Generated e.g. Outbound SMS Activity

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Topic C14: On-demand Email/SMS Feature
The feature is available for following purposes
 Share Service Request Information via Email or SMS with
the customer on request
 Share Solution for a problem via Email or SMS with the
customer on request
Topic C15: Associating Notes to Service Request
There are two scenarios which may arise when attaching
Notes to a Service Request:
 Adding Notes to an Existing Service Request
 Adding Notes to a newly created Service Request

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Topic C16: Associating Attachments to Service
Request
Attach attachments to a Service Request for further
elaboration of the SR
Topic C17: Associating Solutions to a Service
Request
Assists in complaint resolution and associate the Solution with
the Service Request

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Service Request – Process & State Model
Process Status Sub Status
Creating a New Service Request Open Pending
Cancel an Open Service Request Cancelled Cancelled
Associating a Trouble Ticket with Service Request Inprogress Waiting On Outage
Associate a Parent SR with Service Request Inprogress Waiting On Parent
Auto Assign Service Request Inprogress Assign
Handover Service Request to Field Technician Inprogress Handed
Submit Service Request for Rectification Claim Submitted Pending Verfication
Submit Service Request for NRB Claim Submitted NRM Claim
Customer reopens a Service Request Inprogress Customer Reopen
Close a Service Request After Customer
Verification Closed Verified
Close a Service Request for OnSpot Resolution Closed Resolved
Service Request – Process & State Model
Transitions
From State To State Sub Status Scenario
Open - Pending At the time of complaint registration
Open In-progress
Assigned When first time complaint is routed to
respective Team
Open In-progress Handed When complaint is assigned to Field Staff
Open In-progress Customer Re-open If verification is declined by customer
Open Closed Resolved If complaint is resolved over the call by CSE
Open Closed Verified If customer verifies resolution
In-progress Closed Resolved If resolved without customer visit
In-progress Submitted Pending Verification If rectification claim has been placed
In-progress In-progress Waiting on Outage Will be set by System when Service Request is
associated with Trouble Ticket
Submitted In-progress Customer Re-open If verification is declined by customer
Submitted Closed Verified If customer verifies resolution
Closed In Progress
In Progress /
Assigned
In Progress Waiting on Parent When SR is associated as Parent, Child SR
Status is updated

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Module D:
Customer Directory
Assistance
Topic D1: Search Data
Customer Directory Assistance provides searching on number
of fields via:
 CDAS Homepage
 Query Option in Account List

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Topic D2: Report and Fix Discrepancy
Covers process to update Directory Data in case of:
 Incorrect Information
 Unavailable Information
Topic D3: Notify Customer by SMS

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Topic D4: Notify Customer by IVR Playback
Yet to be implemented
Module E:
Customer Self-Service
Application

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Topic E1: Customer Registration Process
Self-Service or eCustomer Web users will be created for
individual and business accounts
Topic E2: Login Process

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Topic E3: Self-Service Navigation
Topic E4: View Customer Profile

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Topic E5: View Accounts/Orders/Assets
Topic E6: View Billing Info

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Topic E7: Service Request Registration
A certain set of Service Requests/Complaints can be
registered via eCustomer
Topic E8: Using FAQs
Customers will have the ability to use FAQs over the web

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The End

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