ALTECH AUTOPAGE CELLULAR

SSS

SSS – Subscriber Service System

INTRODUCTION TO THIS MODULE

The aim of this module is to introduce learners to the Subscriber Service System

This module is full of information, hits and tips that a staff member would need to do
their job on a daily basis here at Altech Autopage Cellular

This will impact our company and customer if the trainee learn and understand the
systems it will better their performance in their team and in the center

Let’s take a look at this SSS module.

MODULE OUTCOME
On completion of this module, you should be able to (explain in broad terms what the
outcome of this module is – Understanding alone is not enough, how can they apply the
knowledge and skills).

Before we start with the content of this module, let’s determine what you should be able
to know and/or do on completion of this module.

SPECIFIC OUTCOMES OF THIS MODULE

The Specific Outcomes consist of knowledge, skills and attitudes you need to have
mastered when you have completed this module.

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The specific outcomes of this module are to:

1. EXAMPLE: Identify the Regulator and describe its core functions in relation to the
other role players in the communications industry.
2. List at least three specific outcomes.
3. Always starts with a verb (a do word).
4. Specific outcomes should always form the basis of the Module checklist: Can you:
Identify the Regulator and describe its core functions in relation to the other role
players in the communications industry?

MODULE CONTENT
This module consists of seven (7) themes, namely:
PAGE
1. Subscriber service system 3-5
Subscriber info tab 5-8
Account info 9 -10
Fax and email 11
User info 12
History 13
Retention 14
Ticklers 15
Network Request 16
Contract 17 - 18
2. Loading a Request 19 - 28

1. SUBSCRIBER SERVICE SYSTEM

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Enter in your username and password and press logging

NB* do not give out your username and password to any other staff member

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This is the SSS main screen, on the left is a list of operations that you can perform in the
SSS system
Capture Request: enter a clients Account
Find Request: find a request that was loaded for the client
Find Document: Look-up the subscriber agreement and ID of the client
Refresh Activities: Clear screen
Equipment Tracking: this get used for repairs

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Enter one of the following of the client: Cell number, Account number or ID number

1.1 SUBSCRIBER INFO TAB

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Here you will see the information of the client

A. The “Market field” will give you info what the status the customer is
1. Consumer / Individual / Corporate etc…
2. Gauteng / Region the client is staying in
3. Platinum R1000+ / Brons, silver, platinum etc…
4. Pre-Approved 2nd line

B. The “Don’t Spam Me” field will only be used when receiving such complaints,
you are then required to select the methods available under the “Don’t Spam Me”
section” to ensure we don’t spam these customers again in future.
There are three options available i.e. “SMS”, “Email” and “Phone” to select from
and the “Any Method” options is available if the customer wants all three options

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selected. These systems will also generate a tickler for future references with the
agent’s name.

C. The Robot will show if the line is active, suspended or deactivated

Active

Pending Activation

Pending Suspension

Suspended

Deactivated

Active but pending Deactivation

D. Will give you personal information of the customer e.g. phone numbers, home
address, ID number

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One of the most important applications in the SSS and Customer service is the tickler or
the notes that you make when interacting with a customer
NB* when writing a tickler always be professional and refrain from SMS language
A. Select what the query was about e.g. migration
B. What about the migration e.g. failed migration
C. Here you give a description what you did to assist the customer and to help you
fellow staff members if they speak to the customer again to see what you did to
assist
D. Select “write tickler” after you have completed all the boxes

1.2 ACCOUNT INFO TAB

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Current Balance:
Unbilled Amount: This displays the amount of
This displays the currently the credits or debits of the
unbilled amount. customer.
NB.: This not real time

Last Bill cycle on:

This displays the date of the
last bill cycle resulting in an
invoice for the customer.

Please find the abbreviations you could get on the Invoices and Payment screens

Type of Invoice entry

IN Invoice
CM Credit Memo
CO Cash on Account
FC Adjustment

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Payments of Payment entry

CA Cash Entry
CL Balance Advance Payment
CO Cash on Account
WR Write Off
CG Cash to general ledger
RV Bounce
TO Transfer Out
TI Transfer In
FC Adjustment
DP Deposit
DR Deposit Refund
CN Credit Note
PR Payment Refund

1.3 FAX / EMAIL FORM TAB

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If a client looks to add services to his account or want to apply for a ADSL line you can
send the forms from this screen to the clients email or fax line

1.4 USER INFO TAB

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We all know that some of our subscribers have more that one contract with AAPC but
they are not the users of the phone, with this screen you can update the users of the phone

1.5 HISTORY TAB

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Here is a list of request that a subscriber has requested to be activated shows the time and
dates and request numbers

A. Request / Reference number

B. Request type shows that if it was a walk in or a phone in
C. Customers MSISDN
D. With who was the query logged by
E. What the customer requested for
F. Date and time that the request went thru

1.6 RETENTION TAB

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This tab shows you the upgrade / retention history of the customer

1.7 TICKLER TAB

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Remember that we stated, that the one of the most important things to-do is a tickler, here
you can search for tickler that got made by other staff members and you can also see
what the client usually phone in for

A. This is the search function for the Ticklers where you can search for the different
notes that was made
B. Tickler list

1.8 NETWORK REQUEST TAB

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Should require info on any network transaction that took place on the Customers account
click on Network Request

Please see below what every column means:

Entered on: The date that the request was entered on the system.
Due Date: The date the request will be valid.
Action: Description of the request transaction to the switch, e.g. activation,
deactivation, suspension.

1.9 CONTRACT TAB

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This screen shows you the information of the contract

A. Customer info – shows you information of the Customer

B. MSISDN info – shows info of the simcards and contracts that the customer had
C. Contract info – shows when the contract was activated
D. Usage info – shows usage on the line e.g. phone calls, SMS and Data usage

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E. Monthly fee – shown your monthly subscription

F. Value Added Services – shows you what VAS the customers has active on his
line

2. LOAD A REQUEST

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Note that you have to be in the “Subscriber info” tab to load a request
Select the “continue” button in the Subscriber info tab to load a request

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Here is a list of Services you can request for the client, if you are in doubt the question
marks button is there to give you answers

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This client has requested that you activate a value added service, so tick in the block next
to the value added service block.
After ticking the box select the create task button

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Here the systems tells you that you are going to activate a service for the client, to
proceed select the “edit” link

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Here the system will display a list of all the value added services that Altech Autopage
Cellular offer, this is your change to sell some VAS

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After selecting a VAS for the customer an information block will pop-up and will give
you info on the product and important info you must give the customer.
Last step select the click on the “close” button

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After selecting the VAS for the customer you can proceed by clicking “next step”

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Here the system is telling you what value added service you are activating and how much
service. If everything looks in order you can select “next”

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Here you need to send a customer a VAS form or you can email it.
After entering his details you can select “submit”

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The request has been submitted and you can give the request or reference to the customer
NB* remember that the client will receive the request number on a SMS

NB* Did you know the request number has a meaning?

A – Autopage S – Supercall P – Business Partner
7 - For the year 2007
08 - For the month August
29 - For the Day 29th
667 - Number of request that have been submitted for the day

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MODULE REVIEW
In this module you have learnt how to use the SSS system to its fullest, load a request

The more you know about the industry and the respective systems, the better you would
be placed to interact and service the customers of Altech Autopage Cellular.

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