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Create. Sell. Monetize. Now!
Overview and Solutions
Telaura Customer Relationship Management
Create. Sell. Monetize. Now!
January 2015
Create. Sell. Monetize. Now!
What are your most important company initiatives right now?
Create. Sell. Monetize. Now!
Etiya Expansion
Create. Sell. Monetize. Now!
Proven Delivery Benefits
Internationally Recognized
Etiya Profile
Solution Overview
Lifecycle Management
Industry Leading Features
Catalog Driven Order Management
Design Objectives
Telaura CRM Modules
Telaura CRM Architecture Overview
Case Studies
Agenda
Create. Sell. Monetize. Now!
Cross / Upselling
Issue
Customer Orders
Track & Manage Order
Handling
Determine Customer
Order FeasibilityAuthorize Credit
Report Customer Order
Handling
Complete & Close
Customer Order
ORDER HANDLING
SELLING
Sales and Order
Management
Establish & Terminate
Customer Relationship
Validate Customer
Satisfaction
Churn
Management
CUSTOMER RELATIONSHIP
MANAGEMENT
FULFILLMENT
TELAURA SUITE
Mediate & Orchestrate
Customer Interactions
Personalize
Customer Profile
Build
Customer Insight
RETENTION & LOYALTY
CUSTOMER INTERFACE MANAGEMENT
Customer Account
Management
Manage Contact Manage Request
Issue & Distribute
Marketing Collaterals
MARKETING FULFILLEMENT RESPONSECampaign
ManagementTrack Leads
Manage Prospect Qualify Opportunity
Develop
Sales Proposals
Acquire
Customer Data
Negotiate
Sales Contract
Lead Management
Manage Sales Accounts
Partner
Relationship
Management
Analyse & Report on
Customer
Analyze & Manage
Customer Risk
TAM Positioning
Create. Sell. Monetize. Now!
• Telaura Suite delivered in 15 months for 6.3 million subsribers
• New service launch time decreased 75%
• New complex bundle/Campaigns launch time decreased 83%
• Convergent offering sales increased more than 40%
• The loyalty campaigns have resulted in a 35% decline in the churn rate
• 71.8% decrease in the average customer waiting time for service
request
• Product Catalog and Order Management
• Order Management for Cloud Services delivered in 6 months
• Order Management for fixed line for 20 million subscribers delivered in 12 months
• After deployment Sales for Cloud Services increased 100% within 1 month
• Number of customers increased 127% within 3 months
• Order to Cash process improved by 87%
• Product Catalog and Order Management installed for 15 million subscribers in
8 months (Phase 1)
• Full integration with BSCS and Orga for billing
• Estimated decrease in Operations cost is 20%
• Estimated time to market improvement is 40%
Proven Delivery Benefits
Create. Sell. Monetize. Now!
STEV ES20 4
Internationally Recognized
Create. Sell. Monetize. Now!
The only ISV specializing in Telecom
Product Catalog and Order Management
solutions
Catalog Driven Order Management
End to End delivery capability from
consultancy through to managed service
Pioneering in deployment of Social
Customer Care
Serving over 50 million subscribers with
400 million products and 1.5 million
transactions daily
Founded and run by engineers
Privately held and cash positive for 10 years
since founding
Offices: Turkey and Singapore
500 + employees
Company Overview
Create. Sell. Monetize. Now!Achieve competitive advantage through offering a fully
customisable product over any channel over any
network
Create. Sell. Monetize. Now!
Third-Party
Partners
Work Centres/Operations
Flows/
Business Logic IT/Business
Analysts
CRM
Billing
Other BSS
Prov/
Activation
Inventory
Other BSS
Call Centers
Customer
Care
Self-Service
Service
Networks
Omni-channel
enabled
Order Negotiations
Catalog Manager
Order
Management
ORDER CASH
PRODUCT SUITE
Solution Overview
Create. Sell. Monetize. Now!
Mobile
Cloud
Fixed
Data
VAS
3rd party
Products
Reservation
Change
Upsell
Suspend
Transfer
Deactivation
Business
Individuals
Resellers
Partners
From Prospect
To Retirement
From Concept
To Retirement
From Quote
To Cash
Telaura Suite, for the End to End Process Excellence
CUSTOMER
INTERFACE
MANAGEMENT
PRODUCT MANAGEMENT SALES AND
ORDER
MANAGEMENT
Solution Overview
Create. Sell. Monetize. Now!
• Product catalog driven order management
• Centralized product catalog
• Unified order capture – Single Point Contact (SPOC)
• Capability to serve all lines of business: Retail, Wholesale, and Enterprise
• Configure price quote
Time to Market
• Exception Handling
• Order fall-out management
• Roll backs
• Jeopardy management
Operational Excellence
• Future Proven: Certified (eTOM & SID) techniques
• Tested with Siebel
• Proven Implementations
Best Practices
Industry Leading Features
Create. Sell. Monetize. Now!
PSTN
Cloud
DSL
Mobile
DATA
MVNO
Social Networks
Dealers
Call Center
Self Care
Mobile
CRM
Network
Fullf ilment
VAS
Orchestration
OSS
Order
Analytics
BS
S
Provisioning
CENTRALIZED
PRODUCT CATALOG
UNIFIED ORDER
CAPTURE FOR ALL
CHANNELS
ORDER
MANAGEMENT
3rd
Party
Product
s
for End to End Process Excellence
Catalog Driven Order Management
Create. Sell. Monetize. Now!
Low Integration & Implementation Cost
SID Based Interfaces
Tested with Siebel, BSCS, Orga
Open API
Proven Implementations
Objective: Modularity
Create. Sell. Monetize. Now!
END-TO-END
CUSTOMER MANAGEMENT
Manage Requests Analyze & Report
on CustomerManage Contact
360 view of the customer
Single click contact access
See all account history with a single click
Social Profiling of a customer
Social Media integration
Mediate & Orchestrate
Customer Interactions
Customer Account Management
Create. Sell. Monetize. Now!
VENDOR
SOLUTION PARTNER
YOUR COMPANY
Customer Account ManagementCustomer Account ManagementDefine individuals/organizations once, then manage roles
See relations between parent company and the party in a single click
Store contact medium information for the most effective communication
Manage customer credits, risks, and customer value
Manage customer segment, group, community
Keep and manage party relations
Demographic profiling
Create. Sell. Monetize. Now!
END-TO-ENDPRODUCT MANAGEMENT
Manage Product
Lifecycle
Enabled Industry Best Practice Definitions
Limitless and hierarchical structured product definitions
Centralized catalog for all services
Simultaneous Technical and Commercial catalog management
Develop
Proposals
Assess Performance
Develop ProductStrategy
Develop
Specifications
Product & Catalog Management
Create. Sell. Monetize. Now!
OMNI-CHANNEL PRODUCT & CONFIGURATIONPRICING, PROMOTION
& COMMITMENTS ORDER FULFILLMENT
Third Party
Dealer
Call Center
Visible
Editable
FIXED LINE PRODUCT
SPECIFICATION
Call Direction (GSM)
ON OFF
CLIP
Access Type
Sales
Product move
Tariff Change
Order
Completion
Provision /
Activation
Product
Configuration
TELAURA SUITE
Service Number
Network Identifier
Update Product Characteristic
Product Definition
ON OFF
Create. Sell. Monetize. Now!
300 SMS
First 3 month 100%
First 3 month
100% Discount
DiscountHandset 100% Discount
300 GB Data 4$ Discount
300 Minutes
5 VMS
400# Music Songs
2 Year Commitment
Standard Mobile
Line10% Discount
GSM
WELCOME
BUNDLE
RANGE PRICE
Stepless Up to Static DateTo Product Up to Static Date Fixed 20%
Stepped Variable X MonthsTo Account Variable X Months Percentage 20%
Up to Static Date
Variable X Months
• Define catalog according to channels
• Create new single or bundle offers
• Unify sales channels around a consistent set of offerings
• Up-sell and cross-sell based offer relation
• Define optional offers within the bundle
Discount/promotions
Taxation
Pricing
Commitments
DISCOUNT
ENTITY
UNDISCOUNTED
TIMEDISCOUNT
TIME
Offer Management
Create. Sell. Monetize. Now!
Unified Order Capture with ‘shopping cart’ concept
Decompose customer order into order line items
Jeopardy & exception handling
Fall-out management
High performance transactional engine
Order Capture Decompose Order Orchestrate Order Compose Order
SALES AND ORDER
LIFECYCLE MANAGEMENT
Sales and Order Management
Create. Sell. Monetize. Now!
PSTN
Cloud
DSL
Mobile
DATA
MVNO
Social Networks
Dealers
Call Center
Self Care
Mobile
CRM
Receive
Order
Receive new orders
submitted
Handle Main
Steps
Decompose
Order
BS
S
Integrate with
CENTRALIZED
PRODUCT CATALOG
UNIFIED ORDER
CAPTURE FOR ALL
CHANNELS
ORDER
MANAGEMENT3rd Party
Products
Order Orchestration & Fulfillment
Order
Capture
Tranform to CDM
Invoke fulfillment
process
Handle order-wide
processes
Invoke
decompose
process
Complete Order
Decompose order
into groups
Invoke
activation
Invoke
billing
Transform CDM to
appl ication model
Invoke backend
system
Enrich order
Back End
System
Create. Sell. Monetize. Now!
Thank you for your time.
For a demo or case studies, please
contact us at [email protected]!