HOW TO COMPLETE A POST PAID ORDER ON CRM 2014/11/06

Transcription

1 1 HOW TO COMPLETE A POST PAID ORDER ON CRM 2014/11/06

2 Business Rules No products will be sold to applicants under the age 18 years old Only the original bar coded RSA ID or Temporary RSA ID document will be accepted, no other documents with the exception of instances in the 2 points below, will be accepted as proof of identification Driver s licenses will not be accepted. A temporary ID certificate, with supporting affidavit only, will be accepted where a customer is waiting for the replacement of an original document, as a result of the original ID being lost / stolen Passports will be accepted for foreigners in such instances the credit vetting process will be done manually by the Credit Management team. The RSA passport shall not be allowed. No telephonic applications will be accepted Any statement that the applicant receives at their residential address can be used to RICA. E.g.: Bank statement, Telkom statement, Edgars Statement, Utility bills, etc., and should not be more than 3 months old Telkom only accept original payslips from Employment Company.

3 Business Rules cont The payslip must not be older than 2 months; alternatively we shall accept recent 3 months bank statement indicating the applicants salary deposit information, if only the last 2 months payslip can be provided If overtime, commission and leave pay is reflected; the average income must be reflected on the applicant s payslips or bank statements. The payslip and bank account details must correspond in other words amount indicated on payslip must reflect on the bank statements Customers need a minimum of R4, Gross income per month for post-paid service If an applicant is paid on a weekly basis Telkom shall require a complete months payslip for the same month Telkom does not accept a cancelled cheque. Telkom will accept 3 months bank statement; only original statements on the relevant banks letterhead and stamp will be allowed (Internet statement not applicable)

4 Business Rules cont If the bank account is in a third party s name, then a bank statement and authorization letter accompanied by the original RSA identity document is required. The 3 rd party individual will also have to be present to sign the debit order declaration portion on the application form If applicant has changed banks less than 3 months prior to the application and thus not able to provide 3 months bank statement. The applicant will be allowed to provide bank statements from previous bank Should an applicant have no previous bank details/statements (i.e.: first time employee); Telkom will accept an employment letter/payslip, and based on the credit rating score a deposit may be required The minimum gross/basic income of R4, 500 pm will apply Second line requirements = Minimum gross/basic income of R7, 500 pm in all regions Third Line requirements = Minimum gross/basic income of R12, 000 pm in all regions Fourth Line and more requirements = Minimum gross/basic income of R16, 500 pm in all regions

5 Enter Login Name, Password then click Login

6 Click Create, then Customer

7 Fill in all the Mandatory fields

8 Fill in all the Mandatory fields then click Save and Close Window

9 Click Actions, Ordering, then click Provide

10 Search customer, then click Start Order at the bottom

11 Select the product then click next at the bottom Click next

12 Click next

13 Tick Rica Compliant, Documentation and all the mandatory fields

14 Click next

15 Click Close

16 Click next

17 Fill in the banking details

18 Note to change Direct Debit Due date if customer want different date, Scroll down to click next

19 Note this message, then click Ok to be able to click on the Lookup

20 Click Lookup, note the green tick once clicked on the Lookup Click next

21 Fill in all the Mandatory Credit Vetting fields, then scroll down to create the contact

22 Click create button

23 Fill in all the Mandatory, then click Save button

24 Click create lookup button to create customer Address

25 Click create button

26 Fill in all the Mandatory, then click Save button Click Save button

27 Click Submit button

28 Click CV Case Note on the Recommended Decision- Its Referral

29 Take note of Case ID and Status

30 Follow-up with Back office process. CBO accept / decline the CV referral On accept, continue to do a provide. On decline there is no order to cancel /11/06

31 Click Search, Support then Cases

32 Type in Case number then click Search Now

33 Click on the customer

34 Status changed to Close Under History tab check if Summary is on approved or declined, in this example the order is approved, then resume the order

35 Click Search, Ordering then Orders

36 Type in the order number then click Search Now button

37 Note Resume Negotiation button is in active until you click the check box next to Provide (Contract 1)

38 Tick this check box to activate the Resume Negotiation button at the bottom Click the Resume Negotiation button

39 Click Submit Order button

40 Note: This will be the last step for this process, then an Agent can click Search to check if the order is completed

41 41 THANK YOU! 2014/11/06