Customer Relationship Management

Customer Relation Management (CRM) deals with customer problems and provides solutions to it. TTL-CRM involves implementing, configuring and supporting maintaining !racle CRM product ("".#.$). %e have different teams under CRM and the& are o o o o 'cripting (nhancements Change Re)uest (CR) *roduction 'upport +roup (*'+) and ,-R (,nteractive -oice Response)

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

*!'

'R

!rder

M(T3 '!L-

CRM

T,.C!
.ill image .*

/igure "0 1ata /low between different modules and CRM. *!'0 *oint of sale (TC' product) .*0 .illing and pac2ages (3rbor product)

T,.C!0 The ,nterface .us Compan& CRM0 Customer Relationship Management (1eveloped b& !R3CL(). M(T3'!L-0 !rder management Tool (M(T3'!L- corporation). Data flow for a new DEL (direct exchange line) connection: (") %henever a new connection is given, the details will be given to *!'. (4) /rom *!', the data reaches the M(T3'!L-. (5) ,n M(T3'!L-, an order is fired to move the data to the different teams such as '3' ('ubscriber 3dministrative '&stem), .*, CRM, etc. Important Ta les in CRM: There are three main tables in CRM and the& are ". 'ervice 1etails Table 4. 3ccount 1etails Table 5. *roduct 1etails Table !er"ice Details ta le: This table holds the individual level data. ,nformation related to each and ever& 1(L connection is represented here. ,n this table, subscriber number is the primar& 2e& and it has the individual level details such as installation address, del number, etc. #ccount Details Ta le: This table holds the account level details. 3 separate account is maintained for each and ever& part&. 'ingle account can have man& 1(L numbers. ,n this table, account number is primar& 2e& and we have the account level details such as credit limit, credit rating, billing address for each account. 6ote0 Credit limit is directl& proportional to credit rating.

$roduct Details Ta le: The customer is provided with a set of facilities such as incoming, CL,*, 'T1, 'M' 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 71unning *roducts8 which refer to disconnected products. Data flow from Master ta les to Core ta les:

/ront (nd

Master tables

1atabase

!R3CL( 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.
T,.C!

Master TT'L

Temp Tables

TT'L interface

!racle ,nterface Tables

!racle 1. Customer ,nterface

('et ")

('et 4)

/,+ 40 1ata updatation to oracle 1. /rom T,.C!, the data reaches both master and temp tables at the same time. !nce the data reaches the temporar& tables, it is CRM-*'+ responsibilit& to move that data into !racle 1. core tables. The steps followed in moving the data are as follows0 o Interface loading procedure will insert data into !racle interface tables from temporar& tables. o Customer interface moves the data from oracle interface tables to !racle 1. core tables. .ecause of this reason we cannot run both ,nterface Loading *rocedures and Customer ,nterface simultaneousl&. !racle interface has three different tables. These are *9!6(', *R!/,L(', and ,6T(R/3C('. 'o to match data flow between set" and set4 we need to have same set of tables in set" i.e. temp tables. !er"ice Re%uest: The Customer 'ervice Representative (C'R) lodge the customer problem as service re)uest in CRM. o C'R uses contact center screen to interact with the customers. o C'R uses service re)uest screen to lodge new 'R. &or'flow:. %or2flow routs the 'R to the appropriate responsibilit& user. Corporate(CC: ,t refers corporate customer care. These people act as an interface between customers and technical teams.