Version Française Horus Groupe

GPTo (telecommunications)

Commercial and technical management

The commercial management module is based on a type of "work flow management" of all occurrences concerning customers. GPTo is business event-oriented. It means that you know when significant events occur, so that you can take effective action to respond to and resolve these events proactively rather than reactively. It proceeds by the automatic exchange of messages between the departments involved in accordance with scenarios drawn up product by product in line with the Operator's own procedures.

  • Customer service requests

All requests for service made by a customer to the Sales Department are recorded and monitored by event management. GPTo manages the commercial and technical process until the customer's request is satisfied (or possibly rejected). The progress of each of the processes depends on the type of request, the type of product and the operator's specific methods of operation. The main possible stages in these processes are as follows : Input of the customer's request, Check the customer's existence (and check black list), Request survey from technical services (lines, switching, dispatcher, stocks, etc…), Draw up and issue an estimate, Request security deposit, Billing, Recognition of customer payment, Allocation of a designation number, Work order to technical services, Work execution report, Transfer to pending of a request, Direct work order to switching equipment (activation, deactivation, disconnection), Advice of equipment performance, Response from the commercial department to the customer.

  • Customer hot line

GPTo groups the functions allowing the operator's agents to respond to the different types of problem or need expressed by customers. This concerns the traditional services of wireline operators (fault management and customer complaints), to which is added a set of tools developed with a view to more customer-oriented management. GPTo makes it easy to consult all information necessary for answering customers on the questions that they can ask (Displaying the customer account with the balance and the different debit and credit entries, Displaying the customer requests with the progress reports, Displaying the breakdown of customer's communications, etc.). GPTo helps the operator's agents to analyze problems/faults or complaints in real time (Resolve part of the difficulties and provide information justifying billing, Record the customer contact and the follow-up (date, solution code) with possibility of writing a letter to the customer, proposing and validating a credit note in the case of a rebate, generating an invoice in the case of a paying service.

  • Automatic provisioning device

GPTo makes it possible to perform automatically and in real time the tasks of the switching function, usually done by staff of the switching department on a switch's terminal : Lines activation and deactivation, Modification of a subscription, Temporary calls baring management, Information needs (line status, meter reading, etc.). This "device" becomes integrated to the GPTo work flow management system instead of switching staff without any need of changing commercial process or other department tasks.

  • Customer / product / subscription referential

GPTo is based on the unique "Customer" notion whatever the product used. All subscriptions that correspond to managed products (telephones lines, telex, leased lines, Internet, data transmission, radio pager, etc.) belonging to, or having belonged to, this customer are thus recorded under the same customer code. The customer referential is organized into three hierarchic levels : the "Customer" (for example, a company), the "Payer" (for example, a branch of a company) and the "User" of a line or a service. There is not limitation to the number of services or subscriptions per customer or payer.
Bearing in mind the frequently differing needs of each user department (sales, credit control, general ledger), GPTo enables several distinct categories to be set for each customer : Sales category (GPTo enable two sales categories to be established; The first can be used, for example, for large institutional categories (private, official, big accounts, services, etc.), and the second for a marketing segmentation (Socioeconomic categories, type of activity, etc.)), Credit control category (distribution of customers into uniform groups with regard to credit control (normal private, big accounts, sensitive, administration, late payers, etc.)), Accounts category (definition of general account used for centralization of the general ledger), Tax category (billing with or without exemption from taxes).

  • Telephone directory and information

GPTo enables several directories (up to 99) to be managed and published : alphabetical listing, restricted list (non appearance in the alphabetical directory, at the request of the subscriber), echnical list (non appearance in the alphabetical directory -telephone boxes, outgoing lines, etc.), listing by business type (organized under heading), list of faxes, etc. Every subscriber is able to appear in several directories or even several times in the same directory (three entries possible).
The entry name can be different to the subscriber name. The cost of each entry or non-entry can be carried automatically to the bill for the line.
GPTo includes a telephone information function. The search module enables a subscriber to be found immediately, from a part of his or her identity (name, title, first name, family name, etc.) and / or address. This module can also be used by other departments to carry out searches for lines or customers (including inactive and even restricted list, if the searcher has the level of authority required). In particular, it enables a check to be made on whether a customer is on a blacklist when he or she is registered.

  • Technical management

The technical management (network, numbering, SIM cards…) processes and the user interface are based, as for the sales management, on the work flow management approach.
For the cellular side, GPTo handles the management of SIM cards : Activation and/or deactivation of SIM / MSISDN cards, Activation and/or deactivation of services, Call baring/Disconnection/Reconnection, SIM cards status (G/A/I,P1,P2), SIM card replacement for prepaid subscribers (GSM switching equipment), SIM card replacement for postpaid subscribers (GSM switching equipment and IN platform), SIM card replacement pending, SIM card destruction, PIN code releasing (by PUK code).
For the fixed network side (line or radio), GPTo handles :
- The management of the "infrastructures" : Equipment (exchange, main distribution frame, cabinet, distribution point), Circuits (cables, heads and leaders), Status of pairs (free, reserved, busy, emergency, defective, etc.), Addresses (inventory of districts, streets, distribution points, etc.), Number boxes per product (designation number, equipment number),
- The management of the digital/logical links : Running the subscriber equipment file, Automatic assignment of a number according to the line category, Management of studies (study order management, reservation of transports and numbers), Work order management (new subscription, local transfer with number change, transfer, number change, cancellation, change of equipment for fault clearance, etc.), Monitoring quality of service : Reports (percentage of automatic reports, average time for manual reports, Completion (average time per stage of completion).