Example of Isp Dealer Workflow Essay

DEALER OPERATIONS

a. Customer calls up our call centre for always ON! Broadband. The lead is forward to the dealer of the respective area via the online system. The dealer needs to follow up on the leads in 5 working days. If the lead is not signed up in 5 days. System generates an alert. b. The other source of signups are the ones self initiated by the dealer or walk in customers at the dealer outlet. c. However, the lead/ sign up may be generated, the customer signs up with the dealer of the respective area. The “sign up” entails: the client makes the payment, signs the form and submits the documentation (NIC copy & last telephone copy bill) d. Dealer punches the sign up into the online system, hands out the kit to the customer and issues the receipt/ welcome letter to the customer. The receipt – i. Dealer ID ii. Customer ID/ Password iii. IP address iv. Service Activation Date – date of the sign up v. Kit ID (We shall provide the dealers with labeled kit) vi. Package Information vii. Loop test schedule (a range defined keeping 3 days for the advice note acquisition) viii. Payment method & amount ix. Following Policies should be attached with this letter: • Installation Policy & charges 0. - Modem & setup – Rs. 6k 1. - Modem & engineer assisted install – Rs. 10k (dealer can provide the installation too) • Refund policy 0. - If service issue in the first month, we refund 4,500 for the modem out of the initial setup fee of Rs. 6,000 and retrieve the modem. 1. - The engineer assisted installation fee will not be refundable (Rs. 4,000). 2. - If the modem is not open, refund 6,000, otherwise refund 4,500 only. • Refresh Procedure (GB as well as Monthly Recurring Charges) o Where? – Any dealer outlet o How? – Cash, check, credit card whichever acceptable by the dealer. At Multinet we will just accept cash/ checks • Policy for discontinuation of service: o Temporary 0. - A monthly line rent shall be charged (Suggested: Rs. 500). This is applicable only if a client informs that he is de-activating our services temporarily and defines a time period for this discontinuation. This period should not be more than 3 months. o Permanent - If a person was our client and got disconnected due to any reason, he will be charged Rs. 1500 to re-activate our service provided that he has the modem. This fee will include PTCL advice note, jumper, IP/ bandwidth. • Package Upgrade, Downgrade Policy & Procedure - GB based upgrade will happen in multiples of 2 only. - Package change once a month – free - Package change more than once a month – charge Rs. 100 - If there is a request for package change from residential to corporate package. Dealer forwards that request to Multinet. - The dealer will have an option to sell new circuits, refresh accounts and upgrade/ downgrade packages. On a click of a button after choosing the new package option, the billing database will be updated and the user will be upgraded/ downgraded to his desired package. • Undertaking for VoIP • Policy for usage of GB based package • Policy/ Pricing for clients having their own modem 0. - Rs. 2,000 (this amount will be for the PTCL advice note, loop test, jumper, IP/ bandwidth) (These policies should

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