Procedure for a prepaid

customer to know
details of best offers
available
(OFFERS)

Process Keyword OFFERS Ver1.1

Page 1

Content Page

Contents
Contents.................................................................................................................................................2
1.Documentation History.......................................................................................................................3
2.Purpose................................................................................................................................................3
3.Scope...................................................................................................................................................3
4.Criteria................................................................................................................................................4
5.Detailed Process Diagram / Flow.......................................................................................................4
6.Process Steps.......................................................................................................................................5
7.Process description/Quality audit process..........................................................................................8
8. Key Performance Indicators Evaluation Criteria .........................................................................8
9.List of Abbreviations .........................................................................................................................9
10.TAT (Turn Around Time).................................................................................................................9
11.Tagging Scenarios: NA.....................................................................................................................9
12.Annexure ..........................................................................................................................................9
13.SIPOCs............................................................................................................................................9

Process Keyword OFFERS Ver1.1

Page 2

1. Documentation History

Version

Date

Owner

1.1

1st July 2010

Fast Forward Team

Sub-process
No

FF CS - 007

Effective Date

Sub-process
on

Update of GPRS
settings on device
manager

Review Date

Version

1.1

Next Review
Date

Approver

20.07.2010

01.08.2011

2. Purpose
To ensure that prepaid customers can get details on the offers
available to prepaid customers
on call centre

3. Scope
a. Marketing decides on the offers to be communicated
b. Local IT updates the database
c. Local IT ensures response when customer requests for it

Process Keyword OFFERS Ver1.1

Page 3

4. Criteria
Customers send the text OFFERS through sms to 111 to know the
details on latest offers
available to prepaid customers

5. Detailed Process Diagram / Flow

Process flow diagram: Ver. 1.1

Process Keyword OFFERS Ver1.1

Page 4

6. Process Steps
Details
S.
No

Flow

Process Keyword OFFERS Ver1.1

Description

Performa
nce

Time
lines

Perf.
Group
Page 5

Indicator

Customer
sends an SMS
OFFERS to
111 to get
details of the
latest
recharge
offers

SMS
received at
CAD

Online

VAS
Team

Request
received at
circle IT and
check in local
server

SMS
received at
Circle IT

Online

IT

Response
suggested by
marketing is
updated on
the server

Database
update

Fortnigh
tly

IT

Fortnigh
tly

Circle
IT

Local
Marketing
shares with IT
the response
that is to be
updated

Response
sent to
customer
with the
details of
latest offers

S.
No

Flow

Process Keyword OFFERS Ver1.1

Description

Response
sent from
CAD

Performa
nce
Indicator

Online

CAD

Time
lines

Perf.
Group

Page 6

Local offers
shared with
the customer

Response
sent to
customer

Online

CAD

Process Keyword OFFERS Ver1.1

Page 7

RA
I
I
-

I
RA
-

RA

Process Keyword OFFERS Ver1.1

KPI
Comments

Fortnightly update of the response content

All activities to be done within timelines

Key Points

Customers sms OFFERS to 111 and he

gets the best recharge offers currently running

Management
rules

External
Entities

Customers sms OFFERS to 111 and he

gets the best recharge offers currently running

IT

Lead Time

Marketing

Documents and
procedures

Customer

Customer

IN

Customers sms OFFERS to 111 and he

gets the best recharge offers currently running

Central IT

IT Server

Fortnightly
update of
response
content

Corporate
Marketing

SMS
OFFERS to
111 to get
best
recharge
offers
Request
received
at CAD
and
forwarded
to local IT
Response
content
stored and
sent to
customer

Usage & Revenue

SMS keywords to OFFERS

CAD-Gujarat

Subactivity

monthOnce a

Activity

Macro - Activity

Process Name

Process ID

Domain

Process
Description

CAD-Gujarat

SMS keywords to OFFERS

B2C13

B2C

7. Process description/Quality audit

process

Additional Details

Page 8

9. List of Abbreviations
S No.

Abbreviation

IT

Information Technology

CAD

Content Accumulator &

Distributor

10.

TAT (Turn Around Time)

S No.

11.

Description

Steps

Turn Around Time

Update of server

Fortnightly

Response to customer

Instant

Tagging Scenarios: NA

12.

Annexure
S.No

Details

Requirements

Response to customer with for OFFERS

Customer received the

sms with the latest /
current market
recharge offers
available in market

13.
Custome
r
Existing
Prepaid
Customer

SIPOCs
Output
Access to information
on current offers
available in market

Process Keyword OFFERS Ver1.1

Key Process
Steps
As per process
Flow

Input

Supplier

SMS from
customer

Local CSG

Market

Local
Page 9

intelligence

Process Keyword OFFERS Ver1.1

URL to store
the
information

marketing

IT

Page 10