Weblys – Web browser interface, Self-care

   Perfect addition to Pro-Cable

   Self ordering, Upsell, Cross sell

Pro-Cable – Proven, complete Customer Care & Billing (CC&B)

3-play, 4-play, international, customizable

Scalable, robust and more !

Weblys

Web Architecture

Overview

Weblys requires setting up a three-level service layer architecture. The Portal is at the same level as the FRONT layer but is defined and implemented by the web service provider. This three-layer setup is an SOA framework (Service Oriented Architecture).

The Portal is included in the FRONT layer, but since it is under the responsibility of the provider, it is shown as an external item in the Weblys applications architecture.

Portal

The Portal is the operator’s commercial site on the Web. It is defined and maintained by the operator’s Web portail provider.

The SelfShop and MyAccount sites must be called up from the Portal. The MyShop site cannot be called up directly from the Portal. The customer must first log in to the MyAccount site, which will show a summary of his customer file, allowing him to make changes to his current service package and then access the MyShop site.

FRONT Server

The FRONT layer is used to:

  • Access the SelfShop and MyAccount sites
  • Present the SelfShop, MyAccount and MyShop sites to provider’s customers
  • Present the WeShop, WeCare and WeCRM sites to employees, partners and resellers
  • Present the WeConfig and DiagnosticTree sites to the operator’s authorised personnel
  • Duplicate the FRONT server when traffic from end-users increases (scalability). In this case, a load-balancing mechanism must be added to distribute the load among the FRONT servers.

BACK Server

The BACK layer is used to:

  • Run the provider business processes such as requests to the various databases, requests toward external systems, validation and consolidation requests, update requests, etc.
  • Duplicate the BACK server when traffic from end-users increases (scalability). In this case, a load-balancing mechanism must be added to distribute the load among the BACK servers.
  • Prevent direct access to this layer by general end-users. This helps maintain a level of security on the operator’s business processes and data.
  • Support the SQL databases required by Weblys.

DATA Server

The DATA layer is where the operator’s data is stored within Oracle databases, Pro-Cable’s internal database and any other external database or system the provider must interface with via the BACK layer’s Web services.

Weblys Sites

Weblys is an umbrella application containing the following sites:

  • SelfShop
  • WeShop
  • MyAccount
  • MyShop
  • WeCare
  • WeCRM
  • Diagnostic Tree
  • WeConfig


SelfShop

This site allows new customers to sign up for a package online without going through the customer service department.

It operates on the shopping cart principle, making it easy for the customer to place his order.

The Portal calls up the SelfShop site when a prospect requests a subscription to package or checks if services are available at his address, using the various links presented in the Portal.

Some Functions 

  • Enter an eligible address
  • Select package to order (choose service, equipment, options, etc.)
  • View order summary (costs, options, promotions)
  • Enter contact information for the new customer
  • Check the order (delivery, make appointment)
  • Confirm the order

For further details, refer to the SelfShop Guide.

MyAccount

This site allows existing customers to manage their “customer account space”.

Once they have been authenticated, customers can view or manage their account and invoices, services and various information in the customer file without going through a customer service representative. This site is called up through one of the links in the Portal.

Some Functions 

  • Access customer account information
  • View services summary
  • Change payment method, references, contact information, viewing of commitments
  • View invoices and usage
  • Make a payment online
  • Change references and contact information
  • Change current offer and services (link to MyShop) as well as payment method
  • Accept various combinations of services and options self-ordering such as: television, Internet, telephone, mobile, etc.
  • EasySwitch feature to transfer the subscription to another operator
  • Add and Change customer ID and corresponding password
  • Manage private data
  • Contact with customer service

For further details, refer to the MyAccount Guide.

MyShop

This site allows an authenticated customer in MyAccount, to make changes to their services by using the “Modify my offer” button, without going through a customer service representative.

He thus calls the MyShop site, which much like the SelfShop site, allows him to place a new order according to is new needs.

Access to this site is blocked when the status of the customer file does not allow proper processing of the order, for example, due to an unrecognized offer in the catalog, the type of customer does not have access to the feature allowing changes to services, such as Employee, VIP, etc.

Some Functions

  • Detect offer and current services for the existing customer
  • Change options on current offers and services
  • Change devices
  • Select and verify a new service (self-care Upsell/Cross sell)
  • Setup Phone book
  • Check and confirm the order

For further details, refer to the MyShop Guide.

WeShop

This site allows a user (salesperson, store employee, partner, distributor or other employee of the operator) to record an order for a new or existing customer.

It operates on the shopping cart model which simplifies the customer’s ordering process.

The WeShop site can be called up by the operator’s internal Portal or accessed directly by entering the URL in the user’s Web browser.

Some Functions 

  • Enter user’s authentication and access rights
  • Look up customer file (search existing customer by customer no., postal code and family name)
  • Look up eligible addresses (new customer)
  • Select offers and services for the order (select offers, devices, options, etc.)
  • View a summary of the order (costs, options)
  • Enter contact and payment information for the new customer
  • Check the order (delivery, appointment)
  • Confirm the order

For further details, refer to the WeShop Guide.

WeCare

The WeCare site allows a user (salesperson, store employee, partner, distributor or other employee of the operator) to access the various processing and management modules.

The “operational modules” are related to actions regrouped by processing/operational entities such as customer’s management, payments, work orders, calendars, addresses, billing, collections, etc. Only “Customers”, “Mobile transactions” and “Tickets tracking” modules are currently available and fully functional. All other modules are shown here as examples only.

The user must be defined in the security database, which indicates whether or not he can use the WeCare site, as well as his user access level. The user’s permissions and access level can affect the menu of available WeCare modules.

This site can be called up by the operator’s internal Portal or accessed directly by entering the URL in the user’s Web browser.

Some Functions

    Customers Module

    • Enter user code
    • Look up customer file by customer (by customer no., by name with/without specifying his city, postal code and/or the street, by another specific criteria customer) or by address (by city/zip code, street, building, apartment)
    • Access user and customer information
    • Access to WeShop, to Diagnostic tree
    • Display collections details and current outages impacting the customer address
    • View history (jobs, payments, services, equipment, invoices, etc.)
    • Change administrative and billing information
    • Manage payment methods and telephone directory
    • Customer cancellation, suspension, reactivation
    • Equipment retrieval, replacement
    • Manage appointments
    • Manage subscribed telephones, options and portability
    • View customer’s historical and management information
    • Moving a customer
    • Manage customer tickets (view, edit)

    Mobile Transactions Module

    • View current and archived mobile transactions

    Tickets Tracking Module

    • Display open tickets (assigned to user), tickets in their group (not yet assigned to a user) and tickets in other user groups

    For further details, refer to the WeCare Guide.

WeCRM

This site allows a user (salesperson, store employee, partner, distributor or other employee of the operator) to record an order for a new or existing customer.

Users must be defined in the security database, which indicates whether they can use WeCRM their user access privileges

This site can be called up by the operator’s internal Portal or accessed directly by entering the URL in the user’s Web browser or via WeCare to view/edit a specific ticket for a customer or a ticket in tracking

Some Functions 

  • Creation, viewing tickets, calls, meetings, actions, communications, reports, scheduled reports, outages, CMTS, CDZ
  • Creation of customer summary information
  • Creation, opening, editing actions and assigning tickets to customers
  • Creation, opening, editing communications and assigning to a ticket, a customer, a call, a meeting, an action
  • Creation, selection, opening, editing a ticket linked to customers, outages
  • Creation, selection, opening, editing an outage associated to customers, CMTS, CDZ
  • Creation, selection, opening, editing a scheduled report associated to a report

For further details, refer to the WeCRM Guide.

Diagnostic Tree

This site is used to define/manage/use the diagnostic tree.

It is a tool used to define the set of symptoms and solutions to various issues that the customers can submit in order to:

  • Facilitate support and help desk work done by users
  • Create a CRM ticket at the end of each branch of the tree to track the request and the solution proposed to the customer
  • Send the ticket to a specialized group that execute the work needed to solve the customer’s issue

Some Functions 

  • Use the tree
  • Manage the tree (search, manage an item)
  • Manage items in the tree (trees, questions, answers, terminal results)
  • Manage table codes
  • Create, edit, delete a transaction ticket
  • Back up and restore the database

For further details, refer to the Diagnostic Tree Guide.

WeConfig

This site is used to set up Weblys and centralise the maintenance operations that are usually done manually or through a script. This tool can be deployed to operators so that they can perform their own operations in standalone mode.

This site can be called up by the operator’s internal Portal, or accessed directly by entering the URL in the user’s Web browser. Access is restricted to the operator’s designated resource personnel.

Some Functions 

  • View information on Weblys active components in the customer environment
  • Upload the Weblys Catalog with all operator’s offers updates and adjustments.
  • Manage miscellaneous code tables that come from the PARAM database
  • Change the Weblys global settings
  • Load Rules tables that are required when updates are done by Weblys, in order to process work orders
  • View error or order log files
  • Dynamically add code lines, add scripts or produce reports for the operator’s statistical and data analysis needs
  • Start and stop a Web site
  • View different versions of Weblys and its components

For further details, refer to the WeConfig Guide.

Weblys Data

Weblys data is managed in the following databases:

  • CATALOG database
  • CUSTOM LOGIN database
  • PARAM database
  • RULES database
  • SECURITY database
  • Other databases or external systems
  • CASE files & Analytics
  • LOG/STATS

CATALOG Database

The CATALOG database contains all current product and service offers which are (or have been) available for sale through SelfShop, WeShop, MyAccount and MyShop sites.

For every combination of “Television and/or Internet and/or Fixed Telephony and/or Mobile Telephony” basic service, there must be a corresponding offer. The new combinations available offered for purchase must also be defined in the CATALOG.

The CATALOG can be defined for all customer groups (group code) using a service structure in Pro-Cable that corresponds to:

  • an offer +
  • one or more devices to select +
  • options available for lease or purchase
  • Television, Internet, Fixed Telephony and/or Mobile Telephony domains

Therefore, every combination of Pro-Cable basic services must correspond to an offer in the CATALOG, otherwise, no order can be taken for this particular service combination. Subsequently, the internal CATALOG definition and rules determines the equipment that can be used or are required for these basic services, then the available options and finally the applicable promotions and discounts.

The sequence of steps for a subscription is always the same:

  • Recognize offers and services available at a customer’s address based on service eligibility parameters and geographical areas set-up definition. Services available can be a combination of one or many service categories (called domains) such as: Television, Internet, Telephone, Mobile, etc.
  • Select the service offer that fits the customer’s situation (service availability, address, grouping criteria, prospect or Upsell/cross sell, etc.
  • Select equipment associated with this offer
  • Select available options depending on the above choices and the geographic situation of the customer

There is a global price for the offer in the CATALOG, which corresponds to the sum of basic service prices, combined with promotions or discounts.

The general parameter setting principle is that by default, offers are available to all subscription requests, then restrictions are applied depending on certain criteria (service availability in a city or town, type of sale, grouping code, etc.) to finally obtain the choices a customer has the right to, and only those choices.

All Pro-Cable services and prices are in the CATALOG, together with a set of miscellaneous Pro-Cable internal code tables. An update must take place on a regular basis to ensure that the catalog is in sync with the evolution of Pro-Cable system parameters.

The CATALOG uses a set of scripts and tools to perform certain operations:

  • Import services and tariffs from Pro-Cable
  • Verify/create offers corresponding to combinations of basic services as needed
  • Produce the list of offers available for sale in all geographic areas or in a specific address only
  • Produce the list of equipment available for sale on selected offer
  • Produce the list of options available for the offer and the selected equipment (selecting an equipment can have an effect on certain options)
  • Produce the associated prices
  • Produce the list of all service codes to be able to complete the order in Pro-Cable

Setting up the CATALOG database requires an analysis of all services assigned to current provider’s customers and of all combinations of basic services existing in Pro-Cable:

  • A customer whose offer does not correspond to his basic services in the CATALOG cannot access MyShop to make changes to his offer. Users also cannot access WeShop to make changes to their offer that result in an “Upsell” or a “Cross sell”
  • This analysis work will be jointly done with the provider who will have to approve the final list of offers
  • Combinations of “Cross sell” and “Upsell” available for each offer must also be identified

Maintenance and support of the CATALOG database is currently done by InfoCABLYS SMEs (Subject Matter Experts) using in-house scripts and tools. More user-friendly tools will be developed to allow easy maintenance).

CUSTOM LOGIN Database

CUSTOM LOGIN is an SQL Server database used to store customer’s authentication information (customer number, password, etc.). This database is automatically created by Pro-Cable whenever there is a new customer or a modification to a customer’s password via CAB-21010 Customer management transaction.

This database contains the customer number, the password generated by Pro-Cable as well as some other information that the customer uses to verify his identity should he lose the password. This consists of his first and last name, e-mail address and telephone numbers. The customer can also define custom login ID and password which will be stored in the CUSTOM LOGIN database.

PARAM Database

PARAM is an SQL Server database which corresponds to several tables and miscellaneous codes coming from Pro‑Cable.

Scripts are available to import these tables from Pro-Cable.

It might be necessary to filter certain data and only import certain tables of codes into PARAM, instead of all table values as defined in Pro-Cable. This analysis will be done with the provider).

Maintenance and support of the PARAM database is currently done by InfoCABLYS SMEs (Subject Matter Experts) using in-house scripts and tools. More user-friendly tools will be developed to allow easy maintenance).

RULES Database

RULES is an SQL Server database containing business process rules to link the correct work orders to be carried out to install the customer’s services and equipment as per the ordering context:

  • Creation of a new customer in Pro-Cable through Selfshop/WeShop
  • Modification of the current offer for an existing customer (Upsell/Cross sell) through WeShop/MyShop

These rules are subject to the general context of the sale. Items or criteria that have an effect are:

  • Customer’s group code (RG-Regular is the default value for a new sale)
  • Sale type (prospect for a new customer, or Upsell/Cross sell for an existing customer)
  • Sales channel (store, SelfShop, MyShop, Distributor, house sale, etc.)
  • Installation mode for television, Internet, and telephone services (connected with appointment, equipment shipment, equipment delivery, none, etc.)
  • Installation mode for mobile telephony (shipment, delivery, none, etc.)

The various criteria combinations will determine if:

  • Immediate payment is Required, Optional or Masked
  • Equipment serial numbers must be entered in the system or not
  • At this level another criteria is added to:
  • Indicate if the customer made a payment or not
  • Indicate if the customer provided a valid email address checked the box to receive his contract electronically
  • Indicate if the customer has at least one active MVNO line in his file
  • Monthly payment method selected by the customer: upon bill reception, pre-authorized automatic payment, by credit card

These different combinations of criteria will help to identify, from the provider parameters set in the RULES database:

  • Types of letters to send to customers (Letter Codes in Pro-Cable)
  • Primary work order code to be used with the first work order (WO)
  • Secondary work order code to be used to create the associated work orders (except for contract work orders, the other WOs will be created within a single process using these secondary codes)
  • Delay in days used to compute the “expected date” on WOs
  • Cable and MVNO work order status (except contract WO)
  • Primary WO code used to create the contract
  • Security deposit service code and associated amount

Maintenance and support of the CUSTOM LOGIN database is currently done by InfoCABLYS SMEs (Subject Matter Experts) using in-house scripts and tools. More user-friendly tools will be developed to allow easy maintenance).

SECURITY Database

SECURITY is an internal Pro-Cable database containing processing rules, access rights and permissions of the provider sales personnel and users who can access Weblys sites. An automatic default user must be defined to access SelfShop, MyAccount and MyShop.

This database can be maintained by the provider’s personnel through existing Pro-Cable screens.

WeCRM Database

WeCRM is a SQL Server database containing information on customers, tickets, actions and activities defined and used to manage and track WeCRM tickets for customers as well as to manage and track outages.

Data on customers and addresses is synchronized with the Pro-Cable data in real time.

Data on outages and tickets is internal to WeCRM.

DiagnosticTree Database

DiagnosticTree is a SQL Server database containing information on decision trees, questions, answers and solutions, and other components used to manage the diagnostic trees.

Other databases or External Systems

The provider may have other databases or external systems that require access through SelfShop, WeShop, MyAccount, MyShop or WeCare sites to meet specific customer support and services objectives such as:

  • PDF invoices
  • Usage
  • Telephony
  • Internet
  • Networks

A detailed analysis with the provider completes the list of such systems and identifies required actions and processes for each external system.

CASE files & Analytics

Case files are generated to provide activity information to a CRM and/or external analysis system about Weblys successful, rejected or abandoned orders as well as some specific available actions. The Case file information can be retrieved easily to analyse website usage per site, user, sales channel, etc. It also facilitates follow-up on rejected or abandoned transactions.

Analytics tools such as Google Analytics or partner’s analytics providing advertising and sales connections over banners management are part of Weblys to increase performance and productivity control management.

LOG/STATS

An analysis of Web service (WS) usage for statistics, processing verification and tracking, control and performance can be produced as needed. This data is kept in the ‘Trace’ (or other name) directory on the server that hosts Pro Cable.

There are also LOG files on Weblys methods that can be viewed to analyze specific needs. This data is kept on the Weblys Back server.

An automatic purging mechanism can be set up based on the operator’s needs and criteria.