Enterprise CRM System
Think!CRM is a set of software components supporting customer relationship management (CRM) business functions and processes of service providers. Because it is based on the standard TeleManagement Forum (TMF) Shared Information Data Model (SID), it is especially suitable for telecommunications service industry (i.e. fixed-line and wireless carriers, ISPs, MVNOs, and cable TV operators).
Think!CRM is comprised of 5 standard modules:
- Think!Customer is the central CRM module; its basic function is to manage all customer-related information (such as name, address, status, customer account etc.). Think!Customer integrates with all Think!CRM modules (presenting customer’s orders, agreements, assigned products and services, incoming and outgoing contacts etc.) as well as with external (legacy) systems that deal with customer data. It can be understood as the central point where all customer data (available to the enterprise) can be obtained on a single screen.
- Think!Service Inventory contains all products and commercial product offerings that are offered to customers; it fully implements both – the commercial packaging of products into product offerings, and technical breakdown of products into services. Product offerings hold all information required for rating (rates, tariff plans) and billing (one time charges, recurring charges). On the other hand, as products are broken into underlying services, this module easily integrates with an inventory application.
- Think!Sales comprise 2 sub modules:
- Customer requests support initiation of fulfillment process. The application collects structured and detailed data on the customer request for a new product or for alteration of an existing product. Customer requests are independent of product/service type: the definition of requested product is given by Think!Service Inventory. Customer requests join a customer from Think!Customer with a product from Think!Service Inventory adding parameter values required to fulfill the order.
- Agreements enable service providers to manage contracts and agreements with customers. In the fulfillment process, Agreements obtain data from Customer requests and allow printing and managing documents.
- Think!Contacts manage data of all incoming and outgoing contacts with customers. Contacts can be requests, responses, notifications, or agreements. Think!Contacts support various communications channels, such as customer portal, e-mail, call center, snail mail (integration with a document management), fax etc.
- Think!WorkOrders is a complementary module for integrating CRM functions with service management & operations and resource management & operations functions. Think!WorkOrders extend customer requests with technical design (obtained from an inventory) and field force management.
Think!CRM integrates with back-office business support systems (BSS) and operation support systems (OSS) using SOA-based infrastructure. Think!CRM offers business web services (defined in compliance with the TMF eTOM) to form a common communication service bus. Fulfillment process is taken out of Think!CRM application code and is implemented using BPM engine (such as BEA WebLogic Integration or AquaLogic BPM).
Think!CRM is an operational CRM system. However, it can be upgraded with analytical CRM functionality (for instance: data warehouse for ad-hoc analytical queries) in order to support, for example, retention & loyalty processes.
To find out more download the Think!CRM Solution Overview.
