BSS

CRM (Contacts) >
Contacts | Activities | Customer Service Request | Notices | Tickets | I Want My Broadband

dBOSS^TM offers complete customer care functions including provisioning, invoicing and billing, technical support and self-service.

Contacts
The Contacts tab stores and manages all carrier, vendor and customer information. Contacts is highly integrated with the rest of dBOSS so information entered anywhere in the Contacts function is utilized by other functions such as Schedule, Tickets, Asset Management and the Network Management System (NMS) as required.

Contacts allows for N number of Categories to be defined by the carrier for logical grouping of associated entities, such as Office Personnel, Outside Plant Engineers, Customers in a specific exchange, county, state or region or any other Category that makes sense to the carrier. Due to the flexible architecture of dBOSS, any other additional products and services, such as wireless broadband, VoIP, FIOS and DSL can easily be supported by the dBOSS platform.

The Contact function stores and manages all information necessary to service a customer including:

• Installation-specific activities such as schedule,location, special instructions, services, bandwidth allocation
• Billing and CRM (Contacts) information
• Technical information related to the product and/or service

Activities
dBOSS provides the CSR two ways to track customer interactions: Service Location or Customer Contact Record.

Associated with each Service Location is a “View Activities for this Location” option. Here, a CSR has the ability to place Notes detailing customer interactions or any other activities associated with the customer / service location. Any activities associated with the customer or service location initiated from another dBOSS function (such as Scheduling or Ticketing) will be listed here as well. In this way the CSR has a complete view of every interaction you have had with any given customer, at their fingertips.

Customer Service Request

When a prospective customer accesses your website, the customer service request is integrated with dBOSS. They are asked a number of questions so your CSRs can be better prepared to provide efficient service. As part of the request process, the customer’s physical location is mapped and the customer verifies their physical location. By doing this, dBOSS is able to let the CSR know, in future interactions, whether or not you can provide them service.

When the prospective customer submits their request, dBOSS initiates 4 activities:

1. Web request work order
2. Tracking ticket
3. Initial customer record
4. Email notification

An email is sent to the Scheduling department alerting them to the request. The Scheduling department contacts the customer, verifies the customer information, answers any additional questions the customer may have and again verifies there is Infrastructure available service them.

Specific to wireless broadband facilities, an additional analysis is done for prospective customers to survey and analyze satellite imagery and topographical data for terrain and demographics prior to signing the prospective customer. dBOSS accomplishes this by employing the dBOSS Geographic Surveyor (RGS: a proprietary software system embedded with the NMS and OSS platforms).

Utilizing the LOS tracking system, we are able to detect strong terrain effects or foliage issues. This alerts the customer service representative that the installer will need to take measurements and perform analysis at the prospective customer site to determine the appropriate actions to make this a successful installation.

Notices
dBOSS automatically keeps tracks of all PoPs and related infrastructure along with the customers associated with that infrastructure. During a service outage situation, customers can be notified via phone programmatically with a pre-recorded message stating that the carrier is aware of the outage situation and is working on the problem. In the same way, dBOSS can also notify the affected customers when the service has been restored.

Utilizing dBOSS in this way exhibits a higher level of proactive customer service while also keeping your call volume down during a service outage situation.

Tickets
dBOSS incorporates a flexible and integrated Ticket system within dBOSS. Our ticketing system is not a “trouble” ticketing system, as not all tickets are associated with trouble. Many activities such as a web inquiry by a prospective customer, Scheduling, customers ordering additional products and services, as well as any real trouble, will generate a Ticket.

Tickets are generated when a PoP is initially ordered and then stoop up and put in service so you have a complete history of the site and all the equipment associated with that site. Asset Management is also integrated within Ticket system so as equipment is allocated, moved and removed at the site the appropriate Ticket is updated. Individual Tickets have placeholders containing a great deal of information.

• Multiple Notes can be attached at any time so the entire activity history immediately available
• Work Orders can be generated and assigned to departments and/or individuals.
• Any and all devices associated with a specific Ticket are listed under the Devices tab.
• Virtually any electronic file can be attached to an individual Ticket including: photos, cad drawings, even a scanned bill of materials
• An ad-hoc Email list can be associated with a Ticket so individuals who need to track the progress of a Ticket are automatically notified as it moves from assignment to assignment until closed
• Status and Priority of the Ticket can be modified as it moves through the various processes

The dBOSS Ticket system is completely configurable. N number of General Issues can be defined and stored in the database as well as N number of Specific Issues associated with General Issues. The Ticket system provides rudimentary workflow capability in terms of assignments and track.

I Want My Broadband
You can straightforwardly launch and manage a promotions campaign with your respective markets to research where your demand for service is. By integrating dBOSS with your website and adding very few lines of code to your website, you will then be able to collect information from prospective customers regarding their location, services currently available, any additional services for which they are interested.

This same functionality could also be provided with a dedicated URL.