CCM CRM comparision

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					                                          Comparition of CCM and CRM
S.No         Description in CCM                  CCM                  CRM                      Remarks
       Software Devloped by BSNL                       Private vender Software(SPARSH)
 1     Scope
                                                       A Web Based Complaint Resolution
                                                       Portal for the BSNL Nodal officer of
       A Web Based Customer Care Manager               North, East and South Zone to
       for the entire South Zone to attend all         attend all type of complaints or
       type of complaints or requests for both         requests for both Prepaid and Post
       Prepaid and Post Paid Customers With            Paid Customers With Workflow to
       Workflow to respective Units/Sections           respective Units/Sections.

 2     Objective

        Single Window Solution for Prepaid             Single Window Solution for Prepaid
       and Postpaid Customers complaints .             and Postpaid Customers complaints
        Single Window Solution irrespective
       of technologies (Siemens / Ericsson
       /Huawei)
        Standardization of                             Standardization of
       Complaint/Requests Handling                     Complaint/Requests handling
       Mechanism                                       mechanism.
        Proper classification of                       Proper classification of
       complaints/requests                             complaints/requests
                                                       MIS - Proper recording and
       MIS - Proper recording and accounting           accounting of all
       of all complaints/requests                      complaints/requests.
                                                       Convenience to Customer and for
       Convenience to Customer and for                 CSR/Field units staff and call center
       CSR/Field units staff and callcenter            .

       Ultimate channel for                             Ultimate channel for
       complaint/requests Processing.                  complaint/requests Processing.




 3     Introduction
                                                       CSR-WAN Website :
       CCM Website :                                   http://bsnl.sparshindia.com
       http://10.32.240.198/CCM .Designed              Designed to meet the objectives
       to meet the objectives with server              with server located at different
       located at Coimbatore. Used by                  sites. Used by North, East and
       SouthZone (AP,KL,KT,CH & TN Circles)            South Zone for all Cellular Customer
       for all Cellular Customer Cares.                Cares.

 4     About
                                                       A Web Based Customer Complaint
       A Web Based Customer Care Manager               Managaer
        For GSM Customers (Prepaid /                   For GSM Customers (Prepaid /
       Postpaid)                                       Postpaid)
       For CDMA Customers (Prepaid /                        For CDMA Customers (Prepaid /
      Postpaid)                                             Postpaid)
      For Wimax Customers (Prepaid /                         For Wimax Customers (Prepaid /
      Postpaid)                                             Postpaid)
                                                            For North, East and South Zone
      For South Zone Customers (5 circle)                   Customers




5     Sub Profile (Pre Paid)

      ALL INDIA BSNL,Private,MNP Numbers
      ,Circle and Operater Display              Available                                     Not Available
      IN- Offline(Daily Dump From all SZ--
    a INs)                                      Available                                     Not Available
      Plan                                      Available                                     Not Available
      Balance                                   Available                                     Not Available
      Activation Date                           Available                                     Not Available
      Expiry Date                               Available                                     Not Available
      Booster                                   Available                                     Not Available
      Booster Exp. Date                         Available                                     Not Available
      FNF Numbers                               Available                                     Not Available
      FNF Modification Date                     Available                                     Not Available
      IN-Online(Quaried ON line from all SZ-
    b INs)
      Balance                                   Available                                     Not Available
      First recharge date                       Available                                     Not Available
      First Call Done Date                      Available                                     Not Available
      Plan Exp. Date                            Available                                     Not Available
      Plan ID                                   Available                                     Not Available
      Plan Name                                 Available                                     Not Available
      SMS Sent Today Count                      Available                                     Not Available
      Free bies A/C Voice,SMS,GPRS--
      Balance,Exp Date                          Available                                     Not Available
      Voice,SMS,GPRS,ISD Boosters               Available                                     Not Available
      Booster Free Call Balance                 Available                                     Not Available
      Booster SMS Balance                       Available                                     Not Available
      Booster GPRS Balance                      Available                                     Not Available
      Boosters Exp. Date                        Available                                     Not Available
      ISD Booster Details,Exp Date              Available                                     Not Available
      FNF Numbers                               Available                                     Not Available
      FNF Provision Date                        Available                                     Not Available
      PMF Numbers                               Available                                     Not Available

      PMF Free Calls,Next Free Call Add. Date   Available                                     Not Available
      CUG id                                    Available                                     Not Available
      CUG Rent (in Rs)                          Available                                     Not Available
      CUG next rent Renival Date                Available                                     Not Available
      FWP-GSM Plan                              Available                                     Not Available
      FWP Free Calls Balance                    Available                                     Not Available

      FWP-GSM next Free Call Adding Date        Available                                     Not Available
      HLR- On line Info(Quaried ON line
    c from all SZ-HLRs)                      Available   Not Available
      Pairied IMSI Details                   Available   Not Available
      PRBT Provision Details                 Available   Not Available
      Conferance Provision Details           Available   Not Available
      I/C & O/G Barred(voice) Status         Available   Not Available
      I/C & O/G Barred(SMS) Status           Available   Not Available
      GPRS lock Status                       Available   Not Available
      CUG Details                            Available   Not Available
      GPRS Details(2G&3G)                    Available   Not Available
      SIM Details(2G&3G)                     Available   Not Available
      Roaming(local,National)                Available   Not Available
      ISD Facility Details                   Available   Not Available
      Call Forwarding Details&Call Forward
      Number Display                         Available   Not Available
      Address Details(Quaried ON line from
    d all SZ-DATA Base)
      Caf Details                            Available   Not Available

    e Complaint History For All SZ Numbers   Available   Not Available

      VAS ACT/DEACT CDR History for All SZ
    f Numbers

      CP ACT/DEACT Files get From all CPs    Available   Not Available

6     Sub Profile (Post Paid)
      Postpaid-(Quaried Data from all SZ-
    a DATA Base)
      Plan Name,Rent                         Available   Not Available
      CUG,CUG ID                             Available   Not Available
      Activation Date                        Available   Not Available
      A/C No.                                Available   Not Available
      FNF Numbers                            Available   Not Available
      FNF Modification Date                  Available   Not Available
      PIN,PUK                                Available   Not Available
      HLR- On line Info(Quaried ON line
    b from all SZ-HLRs)
      Pairing IMSI Details                   Available   Not Available
      PRBT Provision Details                 Available   Not Available
      Conferance Provision Details           Available   Not Available
      I/C & O/G Barred(voice) Status         Available   Not Available
      I/C & O/G Barred(SMS) Status           Available   Not Available
      GPRS lock Status                       Available   Not Available
      CUG Details                            Available   Not Available
      GPRS Details(2G&3G)                    Available   Not Available
      SIM Details(2G&3G)                     Available   Not Available
      Roaming(local,National)                Available   Not Available
      ISD Facility Details                   Available   Not Available
      Call Forwarding Details&Call Forward
      Number Display                         Available   Not Available
      Address Details(Quaried ON line from
    c all SZ-DATA Base)
      Caf Details                          Available        Not Available

    d Complaint History For All SZ Numbers
                                                Available   Not Available
      VAS ACT/DEACT CDR History for All SZ
    e Numbers
      CDR Files get From all CPs                Available   Not Available
      Bill Details(Quaried ON line from all SZ-
    f DATA Base)
      Bill Print out                            Available   Not Available
      Bill Payment details(Quaried ON line
    g from all SZ-DATA Base)                    Available   Not Available



7     Booking Complaints For All SZ Numbers
      Only BSNL Working Number(MNP also
      BSNL) are allowed for Complaint                       Number checking is not
      Booking, Checking is done before                      available, any numbers also
      booking complaint                 Available           can be booked

                                                            We need to select circle
                                                            manually and selecting Circle
                                                            wrongly not based on the
      Based on the complaits booking                        number lead confusing and
      number, the circle is formed                          compalints booking wrong
      automatically.. Rerouting is                          circle numbers booking are
      available(except Network Complaint)      Available    allowing.
                                                            Category And sub category
                                                            Comman for prepaid and
                                                            post Numbers(no check
      Prepaid and post paid Check is                        while booking complaint this
      available(The Category and Sub                        number is working under pre
      Catgory Differences are availbale)    Available       paid or postpaid )
      Before Complaint Booking CSR and CC
      they can analised with( Prepaid
      online,address,HLR,CP CDR,IN CDR                      No analaysis. CSR and CC
      ,Post paid data etc..) online,offline                 can Directly booking
      data                                  Available       complaints for all Requests


    a PrePaid Complaint                        Available    Available

                                                            Category and sub Category
      Category-33, Sub category-256                         are properly not available

      Tips for ReSolving small Complaints
      ALL Complaints Automatiocaly Routed
      to Concerned Node
  Complaint Docket Num. SMS Send to
  all Subscriber

b Postpaid Complaint                      Available   Available

                                                      Category and sub Category
  Category-28, Sub category-246                       are properly not available

  Tips for ReSolving small Complaints
  ALL Complaints Automatiocaly Routed
  to Concerned Node
  Complaint Docket Num. SMS Send to
  all Subscriber


c Network Complaint                       Available   Available

                                                      Category and sub Category
  Category-1, Sub category-15                         are properly not available
  Complaint Book For SSA Wise

  Tips for ReSolving small Complaints
  ALL Complaint Automatiocaly Routed to
  Concerned Node
  Complaint Docket Num. SMS Send to
  all Subscriber


d CP Complaint                            Available   Available

                                                      Category and sub Category
  Category-4, Sub category-3                          are properly not available

  Tips for ReSolving small Complaints
  All CP Names, CP Short Code, CP
  Address, Phone Number, E-mail id are
  displayed                               Available
  CP Complaints directly Through internet
  WEB to Concerned CPs                    Available

  CP WEB
  Address(HTTP://117.239.71.100:3390)     Available

  ACT/DEACT Complaints attend By CPs Available
  Deact With Refund complaints first CPs
  attend and than automaticaly rerouted
  to VAS Team(BSNL Officers are Desired
  For Refunds)
  Complaint Docket Num. SMS Send to
  all Subscriber

e RTMS Complaint                          Available   Not Available
  Category-1, Sub category-3
      Tips for ReSolving small Complaints
      ALL Complaints Automatiocaly Routed
      to Conserned Node
      Complaint Docket Num. SMS Send to
      all Subscriber

    f SMS---Help                               Available
      Sub Send SMS "HELP" To 53733
      The Call center to dial the Sub And then
      book Complaints

    g Portal Complaints                        Available   Available


      Complaints Trough portal--Complaint
      Tracking,Prepaid,Postpaid,Network,CP
      and RTMS Complaints are Implemented




8     PrePaid Services For All SZ Numbers
    a MNP Number status View                   Available   Not Available

    b FNF                                      Available   Not Available
      FNF Provision                            Available   Not Available
      FNF Modification                         Available   Not Available
      FFL Provision                            Available   Not Available
      FNF provision,modification Status        Available   Not Available


    c CUG ADD,Modification,Deletion Entry Available        Not Available
      CUG Details Display                 Available        Not Available

    d PCPR Entry,Status                        Available   Not Available

    e PLAN Migration                           Available   Not Available

    f Pre to Post Entry                        Available   Not Available
      Pre to Post Status                       Available   Not Available

      SIM Change Entry((Quariey sending
    g ON line to all SZ-HLRs)                  Available   Not Available
      SIM Change STATUS                        Available   Not Available

    h Get SIM Display                          Available   Not Available

    i PIN,PUK Display                          Available   Not Available
    j SIM Block Entry                          Available   Not Available
      SIM UNBlock Entry                        Available   Not Available
      SIM Block,unBlock Status                 Available   Not Available

    k Portal Recharge Status                   Available   Not Available

      Paper Voucher Status (Quaried ON
    l line from all SZ-INs)                    Available   Not Available


    m CDRs (Quaried ON line from all SZ-INs)
      IN-CDR                                   Available   Not Available
      VAS-CDR                                  Available   Not Available
      SMSC- CDR                                Available   Not Available
      CP-(Quaried from all CP Logs)            Available   Not Available

    n C-TOPUP
      C-TOPup Transactions                     Available   Not Available
      C-TOPUP Reversal                         Available   Not Available
      C-TOPUP SIM Authendication Entry         Available   Not Available

    o IN-Wise MSISDN Levels Display            Available   Not Available

    p Coupon Blocking                          Available   Not Available



9     PostPaid Services For All SZ Numbers

    a FNF Provision                            Available   Not Available

    b Post to Pre Entry                        Available   Not Available
      Post to Pre Status                       Available   Not Available

    c International Roaming                    Available   Not Available
      Country Wise Operater Display            Available   Not Available
      International Roaming GPRS Faclity
      using Details                            Available   Not Available
      Agreement type wise
      operator,(BILATERAL etc…)                Available   Not Available
      Roaming Tips                             Available   Not Available

    d Postpaid BILL and Faclity Display
      Bill                                     Available   Not Available
      Payments                                 Available   Not Available
      Usage                                    Available   Not Available
      Faclity                                  Available   Not Available
      Plan                                     Available   Not Available

    e CUG
      CUG Provision                            Available   Not Available
      CUG Modification                         Available   Not Available
      CUG Deletion                             Available   Not Available
         CUG Group Details Display              Available                                     Not Available




10       Complaint Tracking
     a Msisdn wise                              Available                                     Available
     b Case No wise                             Available                                     Available
     c Booked Section Wise                      Available                                     Not Available

     d Booked User Wise Tracking Available      Available                                     Not Available



11       Complaint Disposal

     a sub Category Count Wise Displayed        Available                                     Available

         SMS to Sub--if Node wants to send
     b   Comments through SMS Directly to sub   Available                                     Not Available
         Complaint History Display With old
     c   Description                            Available
         Reassigning option from One node to
     d   another Node                           Available                                     Available
         Complaint Closing SMS Send to all
     e   Subscriber                             Available                                     Available



                                                Not       Nodal officer will get pending
     f                                          Available complaint count daily basis by SMS Available

                                                Not       SMS will deliver to Nodal officer
     g                                          Available who is not logged in                Available




12       SMS Complaint Disposal



13       MNP Disposal
     a Total port out SMS sent Displayed        Available                                     Not Available

       the outbound dialing to portout sms
       Sents Subscribers to convey his problem
     b and try to retain here itself           Available                                      Not Available
       Port out Sub Complaints,requests and
     c suggestions are being loaded            Available                                      Not Available
       Node wise MNP Sub Reports are
     d displayed                               Available                                      Not Available

14       MNP LEAD
     a MNP to 53733 Leads are Displyed        Available
     b SMS Lead Disposal are Available        Available

       Through CCM MNP Leads Gentration
     c and disposal are Available             Available

15       3G LEAD
       3G SMS Lead display and disposal are
     a available                              Available

       3G request Lead Gentrated Through Call
     b Centre and Disposal are available      Available
       BlackBerry Lead Genration and disposal
     c are available                          Available

16       Complaint Owners
       Prepaid and Postpaid Complaints
       Owners are Displyed with subCategory
     a Wise                                 Available                                       Not Available


17       Complaint Reports for all SZ Circles
         Reports (<1 Day, 1-3 days,3-7                    Reports (<1 Day, 1-3 days,3-7
         days,>7days) pending and closed                  days,>7days) pending and closed
         Complaints with Description are                  Complaints with Description are
     a   Displayed                                        Displayed
         Level-II Officer Report                          Date wise Report
     b   Monthwise Report                                 Category Wise Report
     c   Nodewise Report                                  Officer Wise Report
     d   Daywise Report                                    Circle Wise
     e   Categorywise Report                               District Wise
     f   Coupon Blocking report                           Process Wise
     g   user report                                      Statistical / Detail Wise
     h   circle report                                     Completed Details




18       CP Reports
         Reports (<1 Day, 1-3 days,3-7
         days,>7days) pending and closed CP
         Complaints with Description are
     a   Displayed                            Available
     b   CP Nodewise                          Available
     c   CP Refunds Report                    Available
     d   CP CDR Logs Report                   Available



19       VAS Services
     a SDP Info,SDP Link                      Available
     b Unified APN Details                    Available
       PRPT,MMS,GPRS Settings Docs.,PPTs
     c And Procedures                         Available
       All CP Names, CP Short Code, CP
       Address, Phone Number, E-mail id are
     d displayed                                     Available
     e USSD Service Details                          Available



20       Important Services and Links
         3G Data Card Settings,GPRS
         Settings,OTA Gprs Link,Mobile tv
         settings,mail to sms Settings,Mail server
         Settings,Nokia-opera setings are
     a   available                                   Available
         SMS Service Display--Important SMS
         Service , Ctopup Rev,phone Back
         up,53733 sms,Gift Talk Time settings
     b   and DND Service Doc                         Available
     c   CP Web Address Links                        Available
         Get Flash News to know Promotion /
         Seasonal Offers, New Plan Introduction
     d   /Changes.                                   Available




21       Contacts
     a Node Contacts                                 Available
     b VAS Contacts                                  Available

     c Roaming incharge officers Contacts            Available
     d Service Directory                             Available




22       Existing Docket Format
         (New docket format already
         implemented) :E02 AP 3 3198113              Available   Available



23       FEED BACK

         The CSR,Franchese and CC They are
         Able to Analyze Online status (IN /HLR                  Sub Online/Offline data not
         /SMSC / OTA / PYRO) when ever need                      available. CSR and CC Blaindly
         book for complaint.                    Available        Book Complaints

         After Implementation of CCM Node In
         charges (IN /HLR /OM / SMSC / GMSC /
         SGSN..) are Able to Analyze and Dispose
         the complaints quickly.
     Content providers are able to attend
     VAS related complaints effectively
     which results in customer satisfaction
     The Refund complaints the VAS Team
     Anelyse the complaint with (IN
     CDR,SMSC CDR&CP CDR) and they can
     Desired For Refunds)
     CP Refund related complaints are
     processed in a systematic way and
     refunds are given to customers within a
     reasonable timeframe.


     Proper accounting information of CP
     Refund Amount of IN and Billing
     available. The CAO(VAS) can detecting
     the amount in concerned CPs


     Level 2 monitoring helps to monitor                     Level 4 monitoring helps to
     the performance of nodes and control                    monitor the performance of nodes
     the Pendency of complaints on day-to-                   and control the Pendency of
     day basis                                               complaints on day-to-day basis

                                                         SMS sent to customers at the time
     SMS sent to customers at the time of                of booking as well as at the time of
     booking as well as at the time of closing           closing and customers themselves
     and customers themselves can book                   can book and track the complaint in
     and track the complaint in portal ,thus             portal ,thus meeting the TRAI
     meeting the TRAI guidelines .             Available guidelines .                         Available

                                                                                                No analaysis Directly booking
                                                                                                complaints for all
     CSR and CC they can analised                                                               Numbers,that is incresing
     online,offline data,it is reduced booking                                                  booking More complaints
     complaints                                                                                 and time delay
     The Sub
     Address,plan,balanc,booster,sim paired
     details etc.. CSR andd CC They easy to                                                     No deal. Only Request or
     deal the subscriber                                                                        complaint ticket is raising

24   Access
     Existing Access to CCM                                  Existing Access to CRM
      CSR /CSC                                   Available    CSR /CSC
     Call Center                                 Available   Call Center
     Franchisee                                  Available   Franchisee
     Portal User                                 Available   Portal User
     Through SMS (help to 53733)                 Available   Through SMS (help to 53733)
     Disposal via Public IP.                     Available   Disposal via Public IP.
     Contant provider                            Available   Contant provider
     Future Access to CCM:                                   Future Access to CRm:
                                                        Through Internet IP (Public
     Through Internet IP (Public Domain)                Domain)
     Through Mobile Phone (WAP)                         Through Mobile Phone (WAP)
     Through Touch Screen and much                      Through Touch Screen and much
     more.                                              more.



24   Aim

     Standard model of complaint                        Standard model of complaint
     generation and redressal with uniform              generation and redressal with
     complaint tracking mechanism across                uniform complaint tracking
     South Zone.                                        mechanism across India as per EOI.
     WEB/Intranet Complaint Tracking                    Single platform for tracking
     Faclity Available                                  complaint s for BSNL CO
      Easy Accessibility                                Easy Accessibility
     Correct Possible information                                                            No Information availble
     Handle any Service - Pre / Post - GSM /            Any Service .. Pre / Post - GSM /
     CDMA / WI-MAX.                                     CDMA / WI-MAX
     Fast Disposal of complaints                        Fast Disposal of complaints

                                                                                             Only Complaint Booking is
                                                                                             Availble They are not yet
                                                                                             developed any complaint
     Reduce Number of complaints                                                             reducing mechanisam
                                                        Increase System Operations
     Increase System Operations Efficiency              Efficiency
     Better Monitoring                                   Better Monitoring
     Security                                            Security
      Customer Satisfaction.                             Customer Satisfaction
25   Software
     BSNL Owned Developed Software          Available                                        Private
     When ever private Contract is Closed
     the problem faced for Software and
     datas
     New Software Developing And
     Implementaion is more defecalty and it
     is taking more time

     (The Node element of
     IN,HLR,SMSC,PYRO,OTA,SancharSoft
     and Billing online Connectivity etc.. ,
     online Queried Software are developed) Available                                        Not Available




26   Security
(The Node element of
IN,HLR,SMSC,PYRO,OTA,SancharSoft
and Billing online Connectivity is
sensitive elements. if, it is given the
connectivity through private, incase of
any misuse the whole South Zone
Cellone Service will be Collapsed.)
It is not advisable for online
connectivity Through private

				
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