Customer Relationship Management

Customer Relation Management (CRM) deals with customer problems and provides solutions to it. TTL-CRM involves implementing, configuring and supporting/maintaining Oracle CRM product (11.5.9). We have different teams under CRM and they are

o Scriptingo Enhancementso Change Request (CR)o Production Support Group (PSG) and IVR (Interactive Voice

Response)

The below diagram represents the data flow between various important modules and CRM.

TIBCO

Figure 1: Data Flow between different modules and CRM.

POS: Point of sale (TCS product)

BP: Billing and packages (Arbor product)

OrderSR

Bill image

POS

META SOLV CRM

BP

TIBCO: The Interface Bus Company

CRM: Customer Relationship Management (Developed by ORACLE).

METASOLV: Order management Tool (METASOLV corporation).

Data flow for a new DEL (direct exchange line) connection:

(1) Whenever a new connection is given, the details will be given to POS.

(2) From POS, the data reaches the METASOLV.

(3) In METASOLV, an order is fired to move the data to the different teams

such as SAS (Subscriber Administrative System), BP, CRM, etc.

Important Tables in CRM:

There are three main tables in CRM and they are

1. Service Details Table

2. Account Details Table

3. Product Details Table

Service Details table:

This table holds the individual level data. Information related to each and

every DEL connection is represented here. In this table, subscriber number is the

primary key and it has the individual level details such as installation address, del

number, etc.

Account Details Table:

This table holds the account level details. A separate account is maintained

for each and every party. Single account can have many DEL numbers. In this

table, account number is primary key and we have the account level details such as

credit limit, credit rating, billing address for each account.

Note: Credit limit is directly proportional to credit rating.

Product Details Table:

The customer is provided with a set of facilities such as incoming, CLIP,

STD, SMS and so on. Those things are called as products and we have the

information regarding that in product details table.

There are products called as “Dunning Products” which refer to disconnected

products.

Data flow from Master tables to Core tables:

ORACLE CRM

Master Tables are the custom tables defined in CRM and we have to update it in the oracle apps core tables. This is done with the help of two sets of intermediate tables.

(Set 1) (Set 2)

Customer Interface

Front End

DatabaseMaster tables

TTSL interface

MasterTTSL

Oracle DB

TIBCO

OracleInterface Tables

Temp Tables

FIG 2: Data updatation to oracle DB

From TIBCO, the data reaches both master and temp tables at the same time.

Once the data reaches the temporary tables, it is CRM-PSG responsibility to move

that data into Oracle DB core tables. The steps followed in moving the data are as

follows:

o Interface loading procedure will insert data into Oracle interface tables

from temporary tables.

o Customer interface moves the data from oracle interface tables to Oracle

DB core tables. Because of this reason we cannot run both Interface

Loading Procedures and Customer Interface simultaneously.

Oracle interface has three different tables. These are PHONES, PROFILES, and

INTERFACES. So to match data flow between set1 and set2 we need to have

same set of tables in set1 i.e. temp tables.

Service Request: The Customer Service Representative (CSR) lodge the customer

problem as service request in CRM.

o CSR uses contact center screen to interact with the customers.

o CSR uses service request screen to lodge new SR.

Workflow:. Workflow routs the SR to the appropriate responsibility/user.

Corporate-CC: It refers corporate customer care. These people act as an interface

between customers and technical teams.