Udaan User Manual
Contents
1. Documents To Be Collected None Sales Channel Internet Centrex ISDN Group Id R Prepaid Voucher Id did a 4 fd 4 Franchisee Code k Immediate Bill IP Centrex Group Id z Transfer Across Zone TNF Flag Corporate Id k Billing Redirect Type dd Billing Redirect Account k Broadband Required N PRBT Disconnection Date 28 Now the order sub status changes to Port Available Now click on Accessory Check buiton 29 After clicking on Accessory Check button order sub status changes to Accessories Check Done Now click on Validate button 30 After successful validations order substatus changes to Validation Successful Now click on Demand Note buiton Confidential 15 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 31 After making demand note from PMS click on Submit button Fie Edit View Navigate Query Tools Help ome Bharat Sanchar Nigam Ltd BHe s agdaleaa g Home gt Order Home Contacts J customer Accounts Billing Accounts 3 Orders Services Trouble Tickets 2 Service Requests Agreements E Quotes Franchisee Web Orders 3 Sales Orders bone Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadband DSPT IN FTTH Voice FTTH BroadBand DSPTBB MMVC 1602789431 os GE Menu New Cancel Copy Order Order Number 1602789431 Offline Order N v Indoor Completion Date i Order Created On 30 04 2015 16 22. To create a new lead for a new customer following steps should be followed 1 Create a new Customer in Customer Account 2 Add his her contact details under Contact View 3 Add his address installation as well as billing address under Address View 4 Then create a new lead under Leads View A screenshot of Lead View is given below File Edit View Navigate Query Tools Help S00 6 A4d oa z Customer Portal Account Affiliations Home 53 Contacts E Customer Accounts E Billing Accounts Ej Orders amp Services Trouble Tickets Q Service Requests Agreements Quotes Gal Franchisee Web 0 Fo pme Customer Accounts Home Customer Accounts List Global Accounts Administration Account Management Accounts Administration Account D amp B Explorer Service Account Explorer Biling Account Explorer Agreement Acco Account Opportunities Service Request Account Audit Trail Menu New Query Coverage Team Service Level Agreement Customer Id 4000128920 Account Type Individual v Source Customer Id Main Contact Number Account Name ad3 Credit Rating Customer Category Normal Line of Business Parent Account Annual Revenue URL DQ Categories Status Prospect v No of Employees f Currency INR g Legal Status Enterprise Group Code R Account Hierarchy v More Info Addresses Account Summary Account Profile Activites Activities Roll up Address Profile Adjustment Requests Contacts
3. Billing Accounts Alerts Applications Orders Services Bill To Ship To Biling Accounts 7 Installed Services Menu Query No Records 52 Service Service Id Ph Billing Account M Product Order SubType Operating Status Collection Initiat Activation Date Installation Addr Inactive Date Corporate Group Centrex Group M IP Centrex Gre 5 Create a new lead by clicking on New Button A new record will be generated A screenshot of Lead Creation is given below More Info Addresses Account Summary Account Profile Activities Activities Roll up Address Profile Adjustment Requests Contacts Biling Accounts Alerts Applications Orders Services Bill To Ship To Leads ci Query Assign to Sales Lead t 1oft i ead Created Dal Opportunity Name Account Installation Addr Sales Stage Status ServiceType Channel Franchisee Code Pre Lead Number LL Phone Numt 2904 2015 10 574 ad enle ye TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 6 Enter Opportunity Name 7 Select the installation address from pick applet 8 Select the service type 9 Channel can be BSNL Sales Agent Walk in Call Centre Franchisee 10 In case the channel chosen is Franchisee Franchisee code has to be selected 11 LL Phone Number field is mandatory for taking new Broadband Prepaid BB or VPN connection 12 Click on Assign to Sales Lead A screenshot on clicking on Assign to Sales Lead PLDT TI
4. View and Redeem Loyalty Points 1 Dial 1504 for Broadband related queries 3 Check your Broadband Unbilled Usage 2 Dial 1500 for all queries related to Telephone Bills Service 4 Update your Profile R Complaints etc 5 Track your Orders Complaints online 6 Change your Broadband Password 2 The above link redirects to registration page Fill in the mandatory details and click on Submit REGISTER FOR A NEW CONNECTION Circle AP SSA HYDERABAD Customer Name YashaT Mobile Number 9658998510 STD Code Number Land Line Contact No 040 66672025 Example 040 25262321 Email Address yasha gmail com Example abcd gmail com Service Type Landline v Madhapur Hyderabad Address enter address without any special characters aaa Remarks 3 In Siebel Application login through WSCCSR login On his home page an automated alert will be generated which leads to Lead Management Screen Pre Lead List View Confidential 17 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help Bae adglaa Home gt My SSA Pre Lead Home Bal Contacts E Customer Accounts E Billing Accounts E Orders Services a Trouble Tickets a Service Requests Gal Franchisee Web Orders EStapled Accounts LF Lead Management Leads List Pre Leads List My SSA Pre Lead Y Menu Query 1 1of1 SSA Customer Name Mobile Number LLContactNum Addre
5. Trouble Tickets R Service Requests Agreements a Quotes a Franchisee LS Lead Management l pien d 1 r e Leads List Pre Leads List METNE ten Franchisee Code Feasibility Checked Da FeasibiltiyDone By Service Type obile Pre Lead Number LL Phone KI Order Details Menu Query Order Account Name ty Connection Type 20 After it gets assigned to Team Member he manually collects CAF and payment from Customer STL can now proceed with Order Creation by clicking on Create Order button File Edit View Navigate Query Tools Help s Ae fi BHd 4 AWE Oag Home gt BSNL Order Entry My Orders View Home Bz Contacts Ga Customer Accounts iG Billing Accounts iz Orders 4 Services a Trouble Tickets R Service Requests Agreements a Quotes j Franchisee ES Lead Management Leads List Pre Leads List My Leads Y Menu Query Dedine Create Order Generate WO 1 1of1 Feasibility Checked Da Feasibiltiy Done By Service Type Sales HRMS Name Sales HRMS Number Sales HRMS Mobile No Pre Lead Number LL Phone Number Reason 0790590 E gt l No Records Account Name F Rural Urban e Connection Type 21 If Customer is not interested and conveys the same to STM STL can click on Decline button lead Status changes to Closed Confidential 12 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help ne phat Se
6. ma char Nig am d BH J S A AU Saved Queries Hl amp Home gt BSNL Order Entry My Orders View Home Ba Contacts Ga Customer Accounts E Billing Accounts Ej Orders E Services A Trouble Tickets R Service Requests Agreements i Quotes Ga Franchisee fis Lead Management 7 Leads List Pre Leads List i iof1 Connection Type Franchisee Code Feasibility Checked Date Feasibiltiy Done By Service Type Sal 30 04 2015 17 37 55 d No Records 22 If we click on Generate WO button a jsp page is invoked which gives customer lead and other additional details This way the Sales Lead gets to know the customer s detail and may contact him for any information 4 X ID Bing en _ BSNL Generate WO Print Popup Applet Microsoft Internet Explorer provided by TATA CONSULTANCY SERVICES nment iit https webmail tcs CDR Development Enviro p Suggested Sites v BHARAT SANCHAR NIGAM LIMITED a 7 v E dp v Pager Safetyy Tools TELECOM DISTRICT 30 04 2015 05 04 47 ia set Lead Details ss 2 i Agreements ia Quotes a Franchisee e Lead Management Leads List Pre Leads List Lead Number 1602789686 Lead Name A A ate Ord G te WO 1 1of1 Service Type New LL connection Channel er Genera a E ae a ae ee a a eee ee ee Numb sales HRMS Mobile No Pre Lead Number LL Pho Customer Details 9898900122 1602181962 Customer Name ad3 Contact Number 9898558858 Address 555 bgbdf gfg India Add
7. 2 Service Requests Agreements i Quotes iz Franchisee R Lead Management Home Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadband DSPT IN FTTH Voice FTTH BroadBand DSPTBB MMYC Account Name ad2 ie House No Flat No 456 4 SSA HYDERABAD Exchange Code HYDJHS Contact Name fof Village Name Colony Name ff District HYDERABAD Installation Exchange Type Urban Contact Surname fofd City Mandal dsd State Exchange Capacity 0 Billing Account ad2 R Number Type STANDARD Cirde MSC Exchange Country Postal Code Centrex ISDN Group Details Other Details Centrex ISDN Group Id Order Submission Date 29 04 2015 13 00 Order Cancelled By Documents To Be Collected Centrex ISDN Group Name Billing Address Change Required Centrex Free Connections Clarity Completed Date Nature of Shift 4 4 Order Cancelled Date Currency Code INR Handset Required 7 Short Dial Number Internal Wiring Required 7 CUG Group Id Udaan Flag Y IP Centrex Group Id Comments IP Centrex Group Name a M Referral Details Cancellation Reason Accessory Collected Status E 4 Disconnection Reason Bank Guarantee Number Waitlist Reason Modem Accessory Collected Status Campaign Name j Comments From Downstream Charges Incurred Referral Source le bimp Parent Order Id Referred By 26 After adding Line Items choosing
8. 6 1CHH Order Id 1 9YVVAV Service Line Basic Phone Service w Service Id Ph 040 24781231 Order Date 30 04 2015 16 26 1C Order Type New Service Wireline w Preferred Number Customer Requested Date 07 05 2015 16 26 1c Order Sub Type Provision Service Type Landline w Nearest BSNL Landline Number Order Closed Date Account Name ad5 y Service Sub Type Fixed Landline r CH Pilot No Reference re Provision Date Billing Account 9000085778 i Service Category NONOYT GEN Biling Exchange Type Urban v Total Amount Rs 500 00 Installation Address cy Usage Code Residential Installation Exchange Type Urban Amount Paid Contact Surname Connection Type Permanent Status Open Receipt Number adafsf Contact Name No Of Days Fe Sub Status Validation Successful w JAccessory Receipt Number Documents To Be Collected Sales Channel Internet Centrex ISDN Group Id Prepaid Voucher Id Franchisee Code cy Immediate Bill v IP Centrex Group Id R Transfer Across Zone TNF Flag Corporate Id Gi Biling Redirect Type Biling Redirect Account S Broadband Required N PRET Disconnection Date 32 Once the order is submitted substatus changes to Submission In Progress and after hitting to Clarity it changes to In Progress 33 After order is completed in Clarity check in Lead Management Screen Sales Stage of the Lead is Order Closed 2 2 Lead Creation for existing customer 1 This section tells user h
9. In Permanent 29 04 2015 11 44 47 asna EW LL CONNMEcTON a 18 If the connection is not feasible STL clicks on Not Feasible button and thus the Sales Stage changes to Not Feasible and status changes to Closed File Edit View Navigate Query Tools Help Fe 46 l iy y ee SH ls aaja Home gt BSNL Order Entry My Orders View Home a Contacts F Customer Accounts E Billing Accounts MES Orders I Services a Trouble Tickets Q Service Requests Agreements j a Quotes B3 Franchisee Ra Lead Management gt Leads List Pre Leads List TE Menuy Query 1 1of1 J Oppty Number Opportunity Name Lead Created Date Account Installation Add Connection Type Franchisee Code Feasibility Checked Da Feasibi te 602336001 Sun Kumar 29 04 20 5 15 37 04 LLBB_ NORMAL 1 501 Not Feasible closed NSC Permanen 29 04 2015 15 48 5 19 After positive feasibility STL assigns the lead to Sales team member under him by picking a value from the field Sales HRMS Name Sales HRMS Number and Sales HRMS Mobile Number fields will be autopopulated as per STM information stored in CRM STL then clicks on Assign Team Member button Confidential 11 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help as f Pa 5 Fa S ll auala S Home gt BSNL Order Entry My Orders View Home Contacts ia Customer Accounts ja Billing Accounts i Orders ESA Services A
10. Order Sub Type Provision Service Type Landline La 4 La Le Le Account Name ad5 Service Sub Type Fixed Landline CH Pilot No Reference x Provision Date r Billing Exchange Type Urban Total Amount E 4 Billing Account 9000085778 Service Category NONOYT GEN Ed Installation Exchange Type Urban Amount Paid fa Installation Address 111 Usage Code Residential 4 4 4 Contact Surname dd Connection Type Permanent Status Open Receipt Number Contact Name No Of Days Sub Status Pending v Accessory Receipt Number Centrex ISDN Group Id Prepaid Voucher Id Franchisee Code Immediate Bill Documents To Be Collected v Sales Channel Internet Eg z aana IP Centrex Group Id Transfer Across Zone TNF Flag z Corporate Id Biling Redirect Type Billing Redirect Account Broadband Required N v PRBT Disconnection Date More Info ISDN Group Activities Milestones Parent Orders Child Orders Cancelled Orders Waitlist Orders Address Billing Account Demand Note Line Items 25 To differentiate UDAAN Order with other orders in More Info tab value of UDAAN Flag is Y File Edit View Navigate Query Tools Help Bad s Ade aw i ai Customer Portal ad2 gt BSNL Order Entry My Orders View gt Order Home iz Contacts Customer Accounts Billing Accounts J Orders Services S Trouble Tickets
11. TANCY SERVICES UDAAN User Manual South and East CDR Zones PA TE a SS Re Ee Ie File Edit View Navigate Query Tools Help _BSNUL Bharat Sanchar Nigam L of SBHod s Ada as Saved Queries Home gt All Cirde Pre Lead Home Gal Contacts a Customer Accounts iG Billing Accounts Z Orders amp Services Trouble Tickets O Service Requests Agreements ia Quotes B3 Franchisee Bs Lead Management Leads List Pre Leads List All Circle Pre Lead v Menu Query 1 1of1 Circle SSA Customer Name Mobile Number LL ContactNum Address Email Address Lead Number Service Type Channel Of Appro Assigned To Remark 986623251 9 Once the opportunity is assigned to Sales Lead then same steps are followed like in above case 10 After the Order is created and it normally flows as other orders 2 4 Lead Creation When Channel is SMS When the end user sends an SMS requesting for the service an alert goes to SMSCSR of the Circle same like alerts for others This alert redirects him to Pre Lead Applet E Re rere BSNL Bharat Sanchar Nigam Li sholas adajas Be Home gt All Circe Pre Lead Home jj Contacts Ga Customer Accounts Ga Billing Accounts Ei Orders g Services Q Trouble Tickets O Service Requests Agreements Quotes z Franchisee ES Lead Management Leads List Pre Leads List Pre Lead Number Circle SSA Customer Name Mobile Number LLContactNum Address Email Address Lead Number Service Type Status Channel O
12. TATA CONSULTANCY SERVICES Experience certainty IT Services Business Solutions Outsourcing UDAAN User Manual South and East CDR Zones May 2015 fw BSNL ATATA TATATATA TAILINGS T ATATA ATATA TATATAT NSTVANSTYANTEVAN TYAN VANEVANI YANTAI TANANAN YANYANA VANIVANIYANTYANTANTYANIYANIV N IVANSTYANTYANSTYANTVANTYANTYANTYNT VANTIN TY NTYANTYANTYVNTVNYANTY NTYN ANTANN NGTPANGTP NGTPANGTVANGT ANH GANS PANG TYANSA IVANIN TYNAN TYNAN VANIV NNTV NTVN IVANSTYANS EYANYA TANTAN Ty NSHP ANGI YANG TNT YANG TYNAN TYANTY NIVAN TYNNI NV TP NGTY NSHP ANT ENGI ANGTV ANGT NGI PANNTV ANGI NST YANI ANIVANTY NIYANTY ANTYANY ANIY NTY N ANIYAN AEA LEAS MAS CA LEAS ASC EAS EAS SCA AS TAS LEAS AS GA LEAS A A A A CA ANTANI TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones This is a controlled document Unauthorized access copying replication or usage for a purpose other than for which it is intended are prohibited All trademarks that appear in the document have been used for identification purposes only and belong to their respective companies Confidential TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones Document Release Note Notice No Customer BSNL Project BSNL CDR Document details AE Version no Description UDAAN User Manual South and Version 1 0 East CDR Zones Revision details Action taken Previous ee page Revision description add del change page n
13. TOPe LITTLE Ls reste tt RIRES Fie Edit View Navigate Query Tools Help ae or ae ic BHo S AMWUE Ba Saved Queries H amp Leads Home B3 Contacts iG Customer Accounts Ga Billing Accounts F Orders Services a Trouble Tickets R Service Requests Agreements a Quotes B3 Franchisee Web Orders EStapled Accounts Customer Accounts Home Customer Accounts List Global Accounts Administration Account Management Accounts Administration Account D88 Explorer Service Account Explorer Billing Account Explorer Agreement Accounts Explorer Explorer Y ienr gees rae ip dgr Ene sS Account Name ad2 Credit Rating Customer Category Normal v Line of Business Parent Account K Annual Revenue f URL DQ Categories Status Active No of Employees Currency INR 4 Legal Status Enterprise Group Code z j i j l j j line Lom i a i j 7 pS More Info Addresses Account Summary Account Profile Activities Activities Roll up Address Profile Adjustment Requests Contacts Biling Accounts Alerts Applications Orders Services Bill To Ship To Leads Menu v New Query f Assign to Sales Lead 1 iof1 Ry Oppty Number Lead Created Dal Opportunity Name Installation Addr Sales Stage Service Type Channel Franchisee Code Pre Lead Number LL Phone Numb 1602174820 29 04 2015 10 57 4 Lead ad2 456 New Lead per lew LL connection alk In Screenshot after clicking on Assign to Sales Lead Fil
14. ad Details page Confidential 2 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones Welcome to BSNL Customer Care Portal SEES An IPS ROAR Ra ie a Home Service Offers and Info New Connection View iHelp My Lead Details Lead Number 1602336001 Lead Created Date 29 04 2015 15 37 04 Account Name LLBB_NORMAL1 5 Status Open Lead Name Sunil_Kumar Sales Stage New Lead Service Type New LL connection Installation Address 501 LL Phone Num 4 Now based on the address SSA chosen it will be directly assigned to Sales Lead 5 Login through the Sales Lead credentials In his home page alert will be generated which redirects him to Lead Management Screen gt Leads List View 6 In this case the channel of approach will be WSC 7 Check feasibility fill mandatory fields and proceed with the Creation of Order Confidential 29
15. apturing the leads and converting them to BSNL Customers CDR systems are now ready to support UDAAN project requirements 1 2 Features of UDAAN Following Lead management activities for Landline Broadband ISDN and FTTH are supported e Lead Creation through following channel of approach 1 Walk in 2 BSNL Sales Agent 3 Call Center 4 Franchisee e Lead Creation Through WSC login e Lead Creation through channel of approach as SMS and Internet WSC Portal 1 3 CRM Application Environment This section describes the software and hardware environment required to run CRM Application 1 3 1 Software Environment Microsoft Windows XP Professional SP2 or above Internet Explorer 6 28 and above 1 3 2 Hardware Environment Network Infrastructure The desktop should be in BSNL intranet Other Hardware Communication NA Infrastructure Confidential 6 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 1 4 CRM Modules used in UDAAN flows Following 7 modules of CRM application are being used for UDAAN based Leads and Order management are e Contacts e Customer Accounts e Billing Accounts e Orders e Lead Management e Pre Lead Management e Franchisee 1 5 User Roles e Call center CSR e CSC CSR e Sales Team Lead e WSC CSR e SMS CSR Confidential 7 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 2 Getting Started 2 1 Lead Creation for new customer
16. diate Bill 4 Corporate Id Billing Redirect Type Biling Redirect Account K Broadband Required N PRET Disconnection Date i More Info ISDN Group j Activities j Milestones Parent Orders j Child Orders i Cancelled Orders j Waitlist Orders Address j Biling Account i Demand Note i Line Items Confidential 14 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help File Edit View Navigate Query Tools Help F 26 f f panera ER ao S509 S AUWad ag Saved Queries vy amp Home gt Order s Home aa Contacts ca Customer Accounts a Billing Accounts E Orders ES Services a Trouble Tickets R Service Requests Agreements Quotes az Franchisee Web Orders g Sales Orders Home Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadband DSPT IN FTTH Voice FTTH BroadBand DSPTBB MMYC gt 1602789431 lofi gt Menu New Cancel Copy Order Demand Note Order Number 1602789431 f Order Created On 30 04 2015 16 26 1c 040 24781231 Order Date 30 04 2015 16 26 1c Order Id 1 9YVVAV Customer Requested Date 07 05 2015 16 26 1c Order Type New v Order Sub Type Provision x Order Closed Date 3 Account Name ad5 E Provision Date f Biling Account 9000085778 Ed Total Amount Fal Installation Address 111 ez Amount Paid Fal Contact Surname dd Connection Ty
17. e Edit View Navigate Query Tools Help i Ssm l s Ajaja n Leads Home Gal Contacts ia Customer Accounts Ga Billing Accounts Ej Orders amp Services a Trouble Tickets E Service Requests Agreements a Quotes B3 Franchisee Web Orders EStapled Accounts Customer Accounts Home Customer Accounts List Global Accounts Administration Account Management Accounts Administration Account D amp B Explorer Service Account Explorer Billing Account Explorer Agreement Accounts Explorer Explorer Account Name ad2 Credit Rating Customer Category Normal v Line of Business Parent Account Annual Revenue URL DQ Categories Status Active v No of Employees E Currency INR jz Legal Status Enterprise Group Code 5 i f q a g 3 t 3 t i More Info Addresses Account Summary AccountProfile Activities Activities Roll up Address Profile Adjustment Requests Contacts Billing Accounts Alerts Applications Orders Services Bill To Ship To j Leads Menu New Query Sales Team HRMS Name Sales Team HRMS Number Sales Team HRMS Mobile No Usage Code Order Status Order Id Residential Confidential 9 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 13 It gets assigned to a Sales Lead mapped at SSA level 14 Login through the Sales Lead credentials 15 An automatic alert will be generated on his home page in alert applet File Edit Vi
18. eceecceeeseceesceausecesseueaeceseseaaseeeeessageeeesssaaees 6 1 3 1 Software ENvirONMe nt cccccccccssesseececeeeeceeeseeeceeeeeeeeeeseeceeeeesseeaeeeeeeeeessaeaaeeeeeeesssaaeaeess 6 1 3 2 Hardware Environment cccccscccccssseccceeseecceesscecceeseeecsageeecseuseeessaseeecsageeeessuseesssaseeessageees 6 1 4 CRM Modules used in UDAAN flOWS ccccccccceseeeeceeeaeeeeceeecaeeeeceeeeaeeeeeeeessaaeeeeeesaaeseeeesaaees 7 Me OSS E A E A A gece E N A N A E NO A E N A E 7 US E e P E e E E E E E NE N NEA 8 2 1 Lead Creation for NEW CUSTOMET cccccccecsseeseceeeseeeeceeeseeeeeceeeesaeeeeeeeesaaseeeeessaaseeeeessageeeeeeaas 8 2 2 Lead Creation for existing CUSTOMED cccccsseseceecceeeseeeeecsaeeeeeeeeseeeceeesaaaeeeeeeeseaseeeeessaaeeeees 16 2 3 Lead Creation When Channel is Internet through WSC main page without login 16 2 4 Lead Creation When Channel iS SMS 2 00 cccccccccceeceeeeeeeeeeeeeeeeseaeeeeeeeeeeeesaeeeeeeeeeeessaaaaeess 20 2 5 Lead Creation After Login Through WSC cccccccccccceseseeeeeeeeeeaaeeeeeeeeeeeeesaeaeeseeeeeeessaaaseees 21 Confidential 5 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 1 Introduction This chapter provides an introduction to the CRM Lead Management UDAAN 1 1 Purpose of UDAAN BSNL has launched UDAAN project to capture the leads for various services Sales team in each SSA will be responsible for c
19. ew Favorites Tools Help qv Favorites 35 SIT Admin URL Siebel eCustomer CDR South Production En CDR East Production Envir CDR Testing Environment Sit https webmail tcs CDR Development Enviro BS Suggested Sites v COR Testing Environment i v gap v Pagey Safetyy Toolsy File Edit View Navigate Query Tools Help S fa amp a Wa B Saved Queries Default Home Home aa Contacts te Customer Accounts i Billing Accounts RE Orders 6 Services n Trouble Tickets i s i Agreements if Quotes JEE Franchisee i Web Orders EStapled Accounts Edit Layout My Homepage Welcome Back STLLEAD2 Today is Wednesday April 29 2015 My Calendar 4 My Alerts Date Apr v 29 v 2015 Go Attention gt Wednesday 29 04 2015 Lead Alert 582260501 Please Process the assignedLead High 09 00 Lead Alert Please Process the assignedLead High DemandNotePaymer 1594659171 040 24781310 Payment is collected Navigate on th High 10 00 DemandNotePaymer 1594658441 040 231101619 Payment is collected Navigate on th High 11 00 My Notices TYPE DATI FAQ NOTICE Nt DESCRIPTION 12 00 13 00 14 00 16 On clicking on Alert it will redirect him to Lead Management Screen gt My Leads View Screenshot of Lead Management Screen File Edit View Navigate Query Tools Help Boo s Agdalag Home gt BSNL Order Entry My Orders View Home 5 Contacts ie Customer Accounts j Billing Account
20. f Appro Agsigned To gt 1602181962 P 3698989899 L Pending nee itt File Edit View Navigate Query Tools Help Wio 1 Under All Circle Pre Lead the record will be displayed Channel of Approach will be SMS 2 Click on Assign Pre Lead The record will be assigned to himself and can be seen under My Pre Lead Applet 3 Now if the customer is existing or new we need to proceed accordingly like in the above cases Confidential 20 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones 4 Go to Leads Applet under Customer Account Fill in the mandatory details after clicking on New button 5 Here Pre Lead Number is a mandatory field Only those pre leads will appear in the applet which are having status as Pending or Call Later 6 Here Channel will come as SMS 7 Click on Assign to Sales Lead and thus the record gets assigned to Sales Lead according to the respective circle 8 After this login through the Assigned Sales Leads Credentials and click on Alerts on his home page which redirects him to Lead Management Screen 9 Then the same steps follows like in other cases File Edit View Navigate Query Tools Help BSNL Bharat Sanchar Nigam Lt Ft as 4 z i Ly Leads Home B3 Contacts Customer Accounts F Billing Accounts Orders Services R Trouble Tickets Q Service Requests Agreements fa Quotes B3 Franchisee Ee Lead Management gt Customer Accounts Home Customer Accounts Lis
21. ist Pre Leads List EET ERA Menuy Query Cancel 1 1of1 Pre Lead Number Circle Customer Name Mobile Number LLContactNum Address Email Address Lead Number Service Type Channel Of Appro Assigned To gt OEY AP HYDERABAD fashaT 9658998510 6 The Sales Lead will call the customer and ask whether he is a new customer or existing In Case of new customer he will create a new Customer Account add Address Billing Account and Go To Leads Applet In Case of existing customer he can directly go to Leads Applet and create a new Lead Channel is WSC Internet so pick Pre Lead which was created now ile i ew avigate Query oos Help BHd Aaaa Saved Queries iy Leads Home Ga Contacts E Customer Accounts G Billing Accounts 7 Orders E Services a Trouble Tickets Q Service Requests Gal Franchisee Web Orders EStapled Accounts CS Lead Management Customer Accounts Home Customer Accounts List Credit Rating Customer Category Normal r Line of Business Pre Lead Num Customer Name Mobile Number Service Type Status 1602181862 YashaT 9658998510 Call Later Internet Addresses j Account ee eee Menu New in 1 10f1 Opportunity Name chisee Code Pre Lead Number LL Rhone Number Connection gt abc 1602777512 Permanent 7 After picking Pre Lead associated to that lead click on Assign to Sales Lead like other cases 8 Now the Pre Lead status in Pre Lead Applet changes to Converted to Lead Confidential 19 TATA CONSUL
22. itional Details Sales HRMS Name sindhu Sales HRMS No 765431 Sales HRMS Mobile No 9898900122 Feasibility Checked Date 2015 04 30 17 37 55 0 Feasibility Done By abc 23 If we click on Create Order button it redirects us to Order Page 24 At this point order is created only if at least one Billing account exists under Customer account If not an error message will be thrown and STL has to create a new billing account for the customer under Billing Account View Confidential 13 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help BSNL Seah Sasa Nea eer BHe s Ada as sonics Home gt Order Home Gal Contacts fe Customer Accounts foe Billing Accounts Ej Orders amp Services O Trouble Tickets Service Requests Agreements E Quotes E Franchisee CS Lead Management Home Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadband DSPT IN FTTH Voice FTTH BroadBand DSPTBB MMVC 1602789431 lof 1 Menu New Cancel Copy Order Available Numbers Order Number 1602789431 Offline Order N Indoor Completion Date Order Created On 30 04 2015 16 26 ic Order Id 1 9YVVAV Service Line Basic Phone Service Service Id Ph Order Date 30 04 2015 16 26 1C Order Type New Service Wireline Preferred Number Customer Requested Date 07 05 2015 16 26 1c Nearest BSNL Landline Number Order Closed Date
23. o Change Register serial numbers covered The documents or revised pages are subject to document control Please keep them up to date using the release notices from the distributor of the document These are confidential documents Unauthorised access or copying is prohibited Approved by Authorised by Date Date ay BSNL Confidential Me Connecting India li TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones Document Revision List Customer BSNL Project BSNL CDR Document Name UDAAN User Manual South and East CDR Zones Release Notice Reference for release Revision Revision Page Previous Action Addenda Release date description no page no taken New page notice reference BSNL Confidential Correcting lodia iii TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones About this Manual This manual provides the overview of the CRM Lead Management UDAAN CR and the tasks performed to complete the defined business scenarios Purpose This manual has been written to help BSNL users understand and use the Lead Management process flows It presents the functional capabilities and operational details of Lead Management that users should know for performing business tasks using CRM Lead Management Additionally this manual provides information creation of Lead in three different ways Intended Audience This manual is intended for the use of BSNL personnel Prereq
24. ow to create a lead for existing BSNL Customer 2 Since the customer is existing customer account contact details address billing account will already be existing for the customer 3 We can directly go to Leads View and create a new lead by clicking on New button Add the mandatory details choose the Channel and assign to Sales Lead 4 Login through the assigned Sales Lead click on the alert that redirects to Lead Management Screen 5 Check for feasibility fill mandatory columns like Feasibilty Checked Date Feasibility Done by and click on Complete Feasibility 6 By entering Sales HRMS Name Number and Mobile Number click on Assign Team Member 7 Once it is assigned to Team Member we can click on Create Order to proceed with the creation of Order 8 Then the normal order flow follows 2 3 Lead Creation When Channel is Internet through WSC main page without login 1 Go to eCustomer application giving the URL and click on Book a New Service Broadband Connection Confidential 16 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones Welcome to BSNL Customer Care Portal Help Contact Us E Loyalty Reward Point Schemes Loyalty Reward Point FAQ 2 Pay Your Landline Sill Online Forgot Password 3 Change Broadband Password User Registration For Existing BSNL Customers 4 Register a Complaint What you can do inside Selfcare Portal 1 View your Bills Our Helpline 24 x 7 2
25. pe Permanent Yi Receipt Number Contact Name df amp No Of Days E ccessory Receipt Number Documents To Be Collected None v Sales Channel Internet v Centrex ISDN Group Id E Prepaid Voucher Id Franchisee Code z Immediate Bill v IP Centrex Group Id ie Transfer Across Zone TNF Flag Corporate Id Biling Redirect Type v Biling Redirect Account E Broadband Required N v PRET Disconnection Date f More Info ISDN Group Activities Milestones Parent Orders Child Orders Cancelled Orders Waitlist Orders Address j Billing Account Demand Note i Line Items Contact Surname dd Connection Type Permanent Status Open Receipt Number Contact Name df amp No Of Days Fa Sub Status Number Available Ackessory Receipt Number Franchisee Code Immediate Bill IP Centrex Group Id K Transfer Across Zone TNF Flag Documents To Be Collected None v Sales Channel Internet Centrex ISDN Group Id y Prepaid Voucher Id j Corporate Id Biling Redirect Type Biling Redirect Account k Broadband Required N v PRBT Disconnection Date More Info l ISDN Group Activities Milestones Parent Orders i Child Orders Cancelled Orders Waitlist Orders Address Billing Account f Demand Note Line Items 27 After choosing the required number from the pop up window of Available numbers Order Sub status changes to Number Available Then click on Reserve Number button File Edi
26. required plans facilities accessories etc we click on Available Numbers button File Edit View Navigate Query Tools Help BHO S A AA Home gt Order Home EE Contacts fo Customer Accounts E Billing Accounts Ej Orders amp Services R Trouble Tickets R Service Requests Agreements ia Quotes Franchisee Web Orders Ej Sales Orders Home Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadb S Available Numbers Mi 1602789431 Menu New Cancel Copy Order Available Numbers Telephone Number gt der Created On 30 04 2015 16 26 1C PIRE Order Date 30 04 2015 16 26 1088 040 2560082 08415 251223 040 24781235 040 231101630 Provision Date 040 23221875 Total Amount 040 24781306 Amount Paid 08415 251228 040 24781232 Order Number 1602789431 Offiine Order N Order Id 1 9YVVAV Service Line Basic Phone Service Order Type New Service Wireline Requested Date 07 05 2015 16 26 1C Order Sub Type Provision Service Type Landline er Closed Date i Account Name ad5 3 Service Sub Type Fixed Landline Biling Account 9000085778 Service Category NONOYT GEN Installation Address 111 E Usage Code Residential Contact Surname dd Connection Type Permanent Receipt Number Contact Name No Of Days Receipt Number 4 ew 4 4 4 4 Let fe Led 4 Documents To Be Collected Sales Channel Internet paid Voucher Id 4 Franchisee Code E Imme
27. s Orders amp Services Trouble Tickets 2 Service Requests Agreements Quotes 82 Franchisee i LeadManagement Leads List Pre Leads List My Leads v Menu Query Complete Feasibility Not Feasible Lead Created Date Account Installation Addr Sales Stage Status Channel i i ode Feasibility Checked Da Feasibiltiy Done By 29 04 2015 10 57 41 ad2 456 New Lead Open Valk In Permanent No Records Account Name K Rural Urban e Connection Type 17 STL gets feasibility check done by JTO outside CRM system With the received information STL enters the Feasibility Checked Date and Feasibility Done By fields and clicks on Complete Feasibility button Confidential 10 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help Ce E P E E Nagai L pe 26 Ag ter Ero C Home gt BSNL Order Entry My Orders View Home Ba Contacts a Customer Accounts a Billing Accounts Ej Orders 4 Services R Trouble Tickets R Service Requests Agreements l a Quotes Franchisee is Lead Management 7 Leads List Pre Leads List My Leads v Menu Query Complete Feasibility Not Feasible 1 1o0f1 I Lead Created Date Account Installation Addr Sales Stage Status Channel Connection Type Franchisee Cod Feasibility Checked Da Feasibiltiy Done By Service Type mm Ina ion 4 RA Aa i 7 10 If gt 29 04 2015 10 57 4 ad2 456 ew Lead per lalk
28. ss Email Address Lead Number Pre Lead Number Circle Service Type Status Channel Of Appro Assigned To 4 In My SSA Pre Lead Applet click on Assign Pre Lead It will be assigned to himself and then the record can be seen in My Pre Lead Applet Channel of Approach is Internet and Status changes to Pending EEEIEE Fie Edit View Navigate Query Tools Help Nig Lt S350 Asulas Home gt My SSA Pre Lead Home jz Contacts Customer Accounts J Billing Accounts J Orders Services 2 Trouble Tickets Service Requests 5z Franchisee Web Orders EStapled Accounts ia Lead Management Leads List Pre Leads List My SSA Pre Lead v Menu Query SSA Customer Name Mobile Number LLContactNum Address Email Address Lead Number Service Type Status Channel Of Appro Assigned To Remarks gt HYDERABAD asha 9658998510 040 66672025 adhapur Hyderab yas 3 c ail con Pending Interne SC CSR aaa TE 1 1of1 5 In My Pre Lead Applet the pre lead can opt for an option of Call Later Thus the status changes to Call Later Confidential 18 TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones File Edit View Navigate Query Tools Help ar say Shol Add aa i Hl amp 4 My Pre Leads Home Jz Contacts Customer Accounts Biling Accounts 3 Orders amp Services Trouble Tickets 2 Service Requests jz Franchisee Web Orders EStapled Accounts 2 Lead Management Leads L
29. t Global Accounts Administration Account Management Accounts Administration Account D amp B Explorer Service Account Explorer Billing Account Explorer Agreement Accounts Explorer Explorer Account 1of 1 Menu v New Query Customer Id 4000128920 Account Type Individual v Source Customer Id Main Contact Number Account Name ad3 Credit Rating Customer Category Normal l Line of Business Parent Account Annual Revenue Fel URL DQ Categories Status Prospect v No of Employees Currency INR ia Legal Status Enterprise Group Code iz More Info Addresses Account Summa AccountProfle Activities Activities Roll up Address Profile Adjustment Requests Contacts Billing Accounts Alerts Applications Orders Services BillTo ShipTo Leads Menu v New Query Assign to Sales Lead 1 iofi1 Oppty Number Lead Created Dal Opportunity Name Account Installation Addr Sales Stage Status Service Type Channel Franchisee Code Pre Lead Number UL Phone Num IENITROERE an Nafoni 17 29 73 wus ce pnts Ess Niewll commeckah CMe 4609121069 gt 1602789686 30 04 2015 17 32 3 xyz ad3 555 New Lead Open New LL connection SMS 1602181962 l 2 5 Lead Creation After Login Through WSC 1 Login through ecustomer login credentials Under Service New Service Connection leads to My Lead Details page 2 Fill in the mandatory details Click Submit 3 Anew record with status as Open is created in My Le
30. t View Navigate Query Tools Help eo a arat San ar Nan i SBH ls adaje S Saved Queries x Home gt Order Home jz Contacts Customer Accounts J Billing Accounts Orders Services 2 Trouble Tickets 2 Service Requests Agreements Quotes Sz Franchisee Web Orders J Sales Orde Home Escalations Order List Broadband WLL Prepaid IPTV Prepaid EPABX Broadband DSPT IN FTTH Voice FTTH BroadBand DSPTBB MMVC 1602789431 Menu New Cancel Copy Order Accessory Check Order Number 1602789431 Offline Order N lof i Indoor Completion Date Order Created On 30 04 2015 16 26 1 Order Id 1 S9YVVAV Service Line Basic Phone Service Service Id Ph 040 24781231 Order Date 30 04 2015 16 26 1c Order Type New Service Wireline Preferred Number Customer Requested Date 07 05 2015 16 26 1C Order Sub Type Provision Service Type Landline Nearest BSNL Landline Number Order Closed Date i 4 4 4 4 J Account Name ad5 E Service Sub Type Fixed Landline CH Pilot No Reference z Provision Date Billing Account 9000085778 x Service Category NONOYT GEN Billing Exchange Type Total Amount Installation Address 111 r Usage Code Residential Installation Exchange Type Amount Paid Contact Surname dd Connection Type Permanent Status Open Receipt Number Contact Name df amp No Of Days Sub Status Port Available assory Receipt Number
31. uisites Following are the prerequisites for performing the tasks presented in this manual 5 eee Basic functional knowledge of the services provided by BSNL oe e Basic knowledge of Siebel application e Should have attended CDR training conducted for CSRs Typographical Conventions The following table gives the details of the typographical conventions used in the document Typographical Conventions Convention Title Case amp Bold All the buttons used in the application are written in Title Case amp Bold font For example Click Submit Order Italics All the error messages alerts status of the fields and values are Formatting Type of Information written in talics For example A message Validations Successful appears Field Names All the field names in this document are written in Title Case For example The Account Name field is a hyperlink User entered text Text that you enter appears in Arial font Confidential iV TATA CONSULTANCY SERVICES UDAAN User Manual South and East CDR Zones Contents Te RR NG UU ge cette ia gegen presen ns pence sees reer once eee pens OAAS 6 Tell HEU DOSS Ol UDAAN icciuuscaeateacsmenatteapeniiidnctai nna penta neiioneinenkoniiesnekaienmamestinasidsnediaceniiadtantelananiahuadsis 6 Ves PeaUireS OF UDAAN sacioasicansanccennasncv an tacauaaneabesnascemiatrregtasaianinendemiraerahasn eben requmaaee nes 6 1 3 CRM Application Environment ccccccsssseecceceess
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