Introduction to Zsmart
CRM System
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Chapter-1
Introduction to - What’s the CRM system?
Zsmart CRM - What’s the feature of CRM system?
- Integration Architecture of CRM
System
- Functional Architecture
- Service Scope
1.1 What’s the CRM system?
CRM (Customer Relationship Management)system is an approach
that helps businesses improve existing customer relationships and acquire
new customers faster.
It can provide an all-round management perspective for the
enterprise, endow the enterprise with the perfect customer communication
ability, and maximize the customer return rate. CRM system is not only a
set of management system, but also a set of software and technology. Its
essence is to attract customers, retain customers and maximize the
benefits of customers.
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1.2 What’s the feature of CRM system?
✓ Reduce enterprise cost
✓ Improve the economic benefits of enterprises
✓ Realize enterprise data sharing
✓ Improve customer repurchase rate
✓ Visual data statistical analysis
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1.3 Integration Architecture of CRM
➢ The following Figure shows the entire integration architecture topology of CRM solution. CRM system
integrates with ZSmart other modules and third-party modules
Social Media
SMSC
IP12
（Pre Lead）
Web Self
Chatbot Mobile APP DSCM
Care
Toll Free IP13
IP04 IP05 IP07
IP06
IVR IP20
GSM BSS IP15
IP11 SMTP
OTT Partner IP16 SMSC
IP08
(Notification)
ERP IP17 CRM IP09 AAA
Directory Enquiry IP10 Mail Server
IP18
（DQ）
IP19
IP14 Call Center
Aadhaar
IP01 IP03
IP02
All India Portal IP21
CRM Th ird Party
Pay Channel Billing OSS BigData Th ird Party
Other Modules
(have relationship with CRM)
Figure1.1 Entire Integration Architecture Topology of CRM Solution
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1.4 Functional Architecture
➢ In below figure applications are categorized into three domains: CRM Business Center/Channels, Other Business
Center and Technical Platform
CDR-III BSS Functional Component
Sales Channels:
Middleware
POS, B Portal, Web Self Care/Mobile App
Cloud Management & Operations
Consolidated Product Customer Service Dealer Relationship
Customer Center
Catalogue Center Management
Customer Interaction
Customer Order Center Charging Payment Center
Center
Account Receivable
Invoicing Center Dunning Center Mediation
Center
Business Component Technical Component
Technical
CRM Center Other Center
Platform
Figure 1.2 BSS Functional Architecture
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1.5 Service Scope
➢ CRM solution shall include features in the services listed below.
SERVICE TYPE SERVICE SUBTYPE
FIXED LANDLINE
LANDLINE
VIRTUAL LANDLINE
ISDN BRI
ISDN
ISDN PRI
LL PCO CCB
LANDLINE PCO
LL PCO VPT
STD PT TELECOM
CCB
BHARAT FIBER VOICE
BHARAT FIBER
BHARAT FIBER BB
BHARAT AIR FIBER VOICE
BHARAT AIR FIBER
BHARAT AIR FIBER BB
BB OVER EPABX
BROADBAND BB OVER WIFI
BB OVER FIXEDLINE
FPH
PRM
INTELLIGENT NETWORK (IN) UAN
UPN
VPN
SIP
IP-CENTREX
FMT
NGN Services
MMVC POSTPAID
WINGS
FMC
DSPT DSPT
NIB WEB HOSTING
IDC IDC
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1.6 Interface - CRM portal in ZSmart
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1.6 Interface - The CRM Order Entry
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1.6 Interface - Customer homepage
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Customer
➢ Create order
Information
Search for existed customer or add new customer.User can also click ‘Add Customer’ to add for new
customer.
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Customer
➢ Create order
Information
Choose to add for new Individual Customer.
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Customer
➢ Create order
Information
Put in necessary information.If user don’t put in all necesssary infomation and click ‘OK’ button,the system
will drop out of warning and make gently remind.
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Account Information
➢ CRM order entry> billing account
Management
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Account Information
➢ CRM order entry> billing account
Management
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Account Information
➢ CRM order entry> billing account
Management
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Account Information
➢ CRM order entry> billing account
Management
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Account Information Management
➢ CRM order entry> billing account
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USER CREATION
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CO Mapping
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Exchange mapping
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AO Mapping
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Number Range Mapping
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ROLE MAPPING
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Login Page with proper role
selection
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ORGANIZATION STRUCTURE
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LOCALITY,SUB LOCALITY MAPPING
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