NEW UTILITY FOR PACK CHANGE

New utility features will help the advisor to provide the quick resolution to the subscriber queries related to pack and pack change requests on calls.

We will learn, How this new utility will save the call handling time by providing faster resolution to subscribers.This utility consist more options to select the channel/package as per customers choice.

By the end of the training session, we would be able to understand:

• NTO Utility USP – Old Vs. New• What’s New in the Utility?• Utility Segmentation• OTHER USEFUL OPTIONS• CRM PRACTICE• Role Play

Objective

UTILITY USP OLD UTILITY NEW UTILITYSEARCH ANY CHANNEL (IN PACK /NOT IN PACK)

PACK & CHANNEL DETAILS ON SINGLE PAGE

CHANNEL ADDITION /REMOVAL ON SINGLE CLICK

CHANNEL SORTING- GENRE WISE/LCN WISE/BROADCASTER WISE

PACK SUMMARY CATEGORIZATION

CHANNEL SUMMARY (SD & HD CHANNEL WISE)

CHANNEL SUMMARY (PACK/BOUQUET/ADDON/ALACARTE/VAS WISE)

CHANNEL REMOVAL FROM BOUQUET/ADDON

CHANNEL COUNT DETAILS IN PACK/ADDON/BOUQUET

HOT PICK OPTION

RENEWAL SUBSCRIPTION DETAILS ON SAME PAGE

COUNT OF ACTIVATED PACKS/ADDON/BOUQUET/ALACARTE

COUNT OF FREE/PAID ACTIVATED PACKS

SEARCH THE BOUQUET BY CHANNEL NAME

SELECTED PACK REFRESH LINK

What’s New in New Utility?

New Utility will have three segments.

1. Current pack details & Pack / channel change option

2. Price and channel summary

3. Full Month recharge bifurcation

EXISTING PACK DETAILS & PACK CHANGE SECTION

CHANNEL & PRICE SUMMARY SECTION

FULL MONTH RECHARGE DETAILS

CALL DISPOSITION, INQUIRY & SUBMIT BUTTON

CURRENT PACK DETAILS & PACK / CHANNEL CHANGE OPTION

MASTER SEARCHBASE PACK

VAS

BOUQUET

ALACARTE

BST ADDONS

ADDONS

PARENT / CHILD VC NO

Following are the USPs for Current pack details segment

• Segregated header for Base pack, VAS, Add-ons, Bouquet, Alacarte is available

• Every header has the all channel list in pack• Search option is available in every header/pack• Channel list has genre, broadcaster, LCN, Channel Type, channel price

(excluding and including tax) columns.• Option to add more channel/add-ons/bouquet/alacarte is available on

every header (+)• Single click option to delete the channels from bouquet/alacarte/addon

pack is available.

• Channel in every pack can be sorted by Genre / Broadcaster / LCN / Type / Price (without GST or With GST)

• HOT PICKS- Top 10 Most Demanded Bouquet/Alacarte list is available for single click activation

• We can check the DRC channel content through these segment (other then customer running pack).

Current Package Details

MASTER SEARCH

Type any channel name in MASTER SEARCH text box and if channel is in pack then it will show the pack /bouquet / add-on / Alacarte Name on which channel is available

E.g. – Search for CNBC AWAAZ channels and MASTER SEARCH shows the pack name as ‘ Hindi Movies & News’ in which this channel is available

In case searched channel is not available in pack then MASTER SEARCH won’t show any result.

Advisor Tip: Advisor can easily search and inform whether any particular channel is currently available in subscriber pack or not.

BASE PACK

• Running base pack details will be available in BASE PACK segment along with Base pack Price, With GST Price, Lockin (if applicable & Total channel count in pack)

§ On clicking the BASE PACK NAME, channel list will expand along with channel name, Genre, Broadcaster Name ,LCN , Type (SD /HD), single channel price & with GST price.

§ Search option will also be available and any channel which is available in BASE Pack can be search by entering channel name , LCN , Genre , Broadcaster Name.

§ Each column can be sorted in A-Z / Z-A or lower price to higher price /higher price to lower price.

• To modify the base pack (change the base pack ) or change the

regime (DRC to MYOP and vice versa) can be done by clicking

the add sign (+)

• On clicking the Add sign (+), DRC / MYOP option will appear in

other window

• Requested pack (DRC/MYOP) can be selected.

• To finalize the pack, post pack selection click on “Proceed”

button.

NOTE# Single channel can not be removed from base pack/DRC

pack.

BASE PACK contd…

Advisor Tip: Single screen of complete pack information is available

VAS, BOUQUET & ADDON

• Running Value Added Service, Broadcaster Bouquet & Addon details will be visible in bouquet & Addon segment along with their respective price, With GST Price, Lockin (if applicable & Total channel count in bouquet & Addon)

§ On clicking the PACK NAME, channel list will expand along with channel name, Genre, Broadcaster Name ,LCN , Type (SD /HD), single channel price & with GST price.

§ Search option will also be available and any channel which is available in BASE Pack can be search by entering channel name , LCN , Genre , Broadcaster Name

§ Every column can be sorted in A-Z / Z-A or lower price to higher price /higher price to lower price

VAS, BOUQUET & ADDON contd…

• Any bouquet / addon / VAS can be activated by clicking the add sign (+)

• On clicking the Add sign, list of other available bouquet, addon , VAS will be available in separate window. Desired pack can be selected and post pack selection click on proceed.

• In pack selection window, any VAS, Addon, Bouquet can be searched by entering the Pack Name, Broadcaster or pack price.

• Also, channel details in any pack can be checked by clicking on pack name.

• Other Sorting option will also be available

Advisor Tip: Best Pack and channel can be searched and suggest to the customer by using the window.

VAS, BOUQUET & ADDON contd…

In new utility, complete bouquet, addon pack can be removed. Also, on customer request, any no of channels can also be removed from any particular bouquet or addon.

If XX No of channels are being removed from any bouquet / addon then rest of the channels will change in single alacarte and will reflect in alacarte segment.

E.g. All Hindi Addon contains 57 channels. Anyone can remove the complete All Hindi pack or can also removed the no of channels ( 1,2…10…..20) channel from addon.

If 30 channels have been removed from add-on then rest 57 channels will become single alacarte and will show under ala-carte segment.

Total pack Price will be changed accordingly.

Advisor Tip: If customer want to remove few channels from his existing bouquet or add-on then advisor can remove those particular channels from the bouquet/add-ons.

VAS, BOUQUET & ADDON contd…

Click on “BIN” icon available adjacent to pack name to remove the complete bouquet, addon or VAS

• Click on “BIN” icon against each channel to remove single or more channels from respective add-on/Bouquet.

• One or more channels can be selected at the same time.

• Post selecting the channels, need to click on the (ü) to remove channel/(S) from bouquet /addon.

• Remaining channels will activate as Alacarte (single channel).

• If any channel is under Lockin period then channel can not be selected for online removal however message will appear for advance request for channel removal.

ALACARTE

• Alacarte (single channel) details will be visible in A-la-carte (channel) segment along with their respective price, With GST Price, Lockin (if applicable & delete option ”BIN”. If channel is under lockin period then channel shall not be selected for online removal.

§ Channel list will be available with channel name, Genre, Broadcaster Name ,LCN , Type (SD /HD), Lockin period status channel price & with GST price.

§ Search option will also be available and any channel which is available in A-la-carte list, can be search by entering channel name , LCN , Genre , Broadcaster Name

§ Every column can be sorted in A-Z / Z-A or lower price to higher price /higher price to lower price

ALACARTE contd…

• Any single channel can be activated by clicking the add sign (+)

• On clicking the Add sign, list of other available Alacarte channels will be available in separate window. Desired Channels can be selected and post pack selection click on proceed.

• In pack selection window, any alacarte can be searched by entering the Channel Name or price.

• Other Sorting option will also be available

• HOT PICKS- Top 10 Most Demanded Alacarte list is available for single click activation

Advisor Tip: Only those channel will appear in Alacarte list for activation, which are not available in package. In case any subscriber wants to know the specific type of channels (KIDS Channels) which are not available in pack then simply search for KIDS In ALACARTE SEARCH BOX (+).

FREE ADDON & DD BST PACK

Free Add-on(s)Any Free pack/channel/Addon activated in pack will reflect under Free Addon pack Segment

BST Add-on(s)If customer has opted for DD BST Pack (25 DD channels pack) then “BST Addon segment” will appear. Any other DD BST pack (regional language wise) can be changes by clicking the (+) icon.

BST Addon segment will appear only of subscriber has opted for “only DD” pack. In case North/South BST pack or DRC, this segment will not appear.

CHANNEL & PRICE SUMMARY

SUMMARY

Under SUMMARY segment, there are two sections.

• Channel Summary• Price Summary

Channel Summary:

In channel summary section, details of total number of activated / selected packs (Base, Bouquet, Add-ons, alacarte) will be available.

Also, count of FREE / PAID / SD /HD channel under respective packs will also be available.

Advisor Tip: If any subs. wants to know the no of channels in his/her pack, Type of channels (SD or HD) , they are receiving in current subscription, then advisor can refer the channel summary option.

Price Summary:

In Price Summary section, Price details of activated /selected pack (while taking the pack updation request) will be available. In Price summary price will be available in three column, Base Price of pack, Applicable GST & Total price of pack after GST.

Also, we will have the Option to view the total price of packs without NCF, Applicable NCF charges and Total pack price including NCF.

Advisor Tip: Channel & price summary section will auto change post addition or removal of any channel post clicking on proceed. Advisor can easily inform the change in channels count & price before final submission of pack request in CRM.

SUMMARY contd…

Full Month Recharge bifurcation

In Full Month Recharge section,

Complete pack price details will be available along with other applicable charges (Processing fee, Pay later etc.) as currently available in renewal subscription tab.

Also, to inform the payterm offer details, one drop down with number of month will be available.

To inform the payterm offer for certain month, advisor can select the no of month from given list. After selection of month, CRM will show the total recharges amount to get the offer benefits.

Also, CRM will show the extra no of days (as per payterm offer) and extended switch off date (no of day basis on recharges amount + extra no of days under payterm offer).

Along with it, single click option to tag the inquiry call, Final pack change request submission and Call category drop down will also be available.

FULL MONTH RECHARGE BIFURCATION

MULTI TV TREATMENT

Option to select the Parent VC or CHILD VC is available on Page.Advisor can take the pack change in any VC (parent or child)

Option to copy parent pack on child VC is also available. By Selecting the Copy to all child VC, Parent pack channels can copy on all connections.

Under Full Month Recharge bifurcation section, separate pack price of parent and child connection will appear.

Advisor can check and inform the separate pack price from page.

Also, in case of payterm recharge offer scenario, combined price of parent and child connection will show.

CHANNEL BY BOUQUET:In Channel by bouquet, we can search the bouquet by entering the channel name.

e.g. if customer is asking for any bouquet which have SONY MAX channel then advisor will search for SONY MAX channels and Channel by Bouquet option will show the bouquet list in which SONY MAX channel is available.

This list will be sorted basis of price range (lowest price to highest price).

OTHER USEFUL OPTIONS

Rs. 20 waiver:If any subs is irate due to price increase then we can offer the Rs. 20 waiver (onetime waiver) to customer.

REFRESH Tab:If in case, advisor need to change the selection of pack / channels then advisor can click on REFRESH tab. Post Clicking on REFRESH tab, All the selection will be reverted and only existing running pack details will appear.

If customer want to change his DRC pack and want to know the content of new DRC pack⇒ Click on (+) icon and select the pack. Click on Pack Name and inform the channel details.2. If customer wanted to remove some channels from running bouquet⇒ Click on the “BIN” icon against each channel and click on (ü) to delete the channels. Inform the subs that remaining channel from the

bouquet/add-on will convert in alacarte and pack price will revise accordingly.3. I seen the advertisement of famous colors channel pack. Please activate that pack (customer don’t remember the pack name?⇒ For Top selling bouquet, click on the HOT PICKS Tab. Top selling pack can be searched from HOT PICKS link.4. What all SPORTS channels, I am missing from my Pack?⇒ Go to Alacarte and click on (+) sign then search for Sport genre and all the sports channels which are missing from customer pack, will appear

in list.5. How many free add-ons do I have?⇒ Check the Free Add-ons section for free packs activated in subs account.6. I want to add channel number 306, 318, 411 & 417?⇒ Go to Alacarte and click on (+) sign then search for LCN Number as mentioned by subs. Click on check box to select and then click on Proceed.7. I want to add 7 channels in my pack. What will be the total pack cost after adding these channels⇒ Go to Alacarte and click on (+) sign then search for LCN Number as mentioned by subs. Click on check box to select and then click on Proceed.New pack cost and increased channel count will appear in Channel & Price summary. 7. Total Price is very high after adding the 7 channels. I want to give a fresh channel request.⇒ Click on REFRESH button to de-select all the channels which have been selected and take the new channels addition /removal request.

TIPS….

CRM PRACTICE

ROLE PLAY