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About the CRM

Customer Relationship
Management

Our propietry RADIUS is one of the most important components of ICON RADIUS platform. It provides service providers a flexible underlying access control infrastructure that gives enterprise level performance and scalability. It can easily integrate with any NAS and BRAS technology tools from different vendors.

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User Management

Our User Management module provides a guided new way to acquire new and manage existing customers. It provides a 360-Degree view of a customer activity and complete lifecycle of a user.

FEATURES LIST
  1. Provides Single View of a user that provides details on
    • User demography
    • User Plan & Packages
    • KYC Documents
    • Renewals
    • Invoices & Payments
    • Complaints
    • Usage – Session History , Bandwidth consumptions etc
    • IP address allocation / Leased Devices etc.
    • Customer category – Retail / SME/ Government / Corporate
  2. Ease in managing user with
    • Single Click for Auto Renewal
    • Single Click for MAC Binding/Exclude MAC Bind/No Suspend
    • Single Click to Change Status : Enable/Disable

  3. Ease in Service Provisioning

    • Assign Billing Type / Billing Mode / Package/Sub Package/Expiry Date
    • Static IP/DHCP/Pool Name/Pool Name + Static IP
    • Hotspot / PPPoE

  4. Search Users using Account Number / Username / Name / Registered Mobile No./ Static IP/MAC & multiple other parameters

  5. View & Search Online Users using Account No./ Username / MAC/IP Address / NAS Port ID/Account Type / Franchisee/Branch/NAS/Base Package/Running Package/user Type/Data Running Mode/Protocol

  6. Manage Bulk Operations for

    • Account Renewals
    • Account Activation
    • Account Suspend based on search (Franchise / Branch / Expiry Dates / Package wise)
    • Upload Users, Packages, Nodes, pops, Switches

  7. Ability to apply User Specials like Fixed Discount or Additional charges on every bill for a user

  8. Ability to define and manage User Groups for dunning

  9. Quick Pay allows the generation of payment links on existing invoices or advance renewals cases

  10. Allows add-on services to activate VAS services like IP TV , OTT , Voice etc for a user

Franchisee Management

Our Multi Level Franchisee Management enables operators to give a separate interface to their franchisees to run their business operations with ease, at the same time providing operator full control to monitor

FEATURES LIST

  1. Create Franchisee / Sub franchisee’s and configure separate access panels for them

  2. Define commissions and automate, credits, refunds, recharges and billing

  3. Ability to export list of franchisee in excel

  4. Assign Packages , NAS & IP Pool to franchisees
  5. Franchisee Revenue Sharing and ability to set revenue sharing based on Plans & Packages

  6. View Dashboards and generate Reports based on

    • Franchisee Payments
    • Deposits Reports
    • New Activation & Deactivation

  7. Empowers franchisee’s to manage their customers on their own by

    • Account Activation / Deactivation / Suspension
    • Service enable / disable
    • Offline and online payment collection
    • Manage & Monitor network devices
    • Manage workforce for Complaints & tickets management

Communication Management

Communication Management module helps the operator to control interaction with the customers, delivery teams and franchisees. It helps operators design personalized customer messages and apply business rules to messaging context, delivering communication through digital channels.

FEATURES LIST
  1. Supports Email / SMS integration with 20+ pre-defined templates
  2. Auto Trigger of emails / SMS to customers
    • Before expiration of user account
    • On Payment Due
    • On Payment Received
    • On Bill Generation
    • And many more scenarios

  3. WhatsApp Integration available for

    • Sending Notifications
    • Bills & Invoices

  4. Customer Mobile App enables direct connectivity between service provider and customer for

    • Marketing Messages
    • Promotional offers
    • Service Disruption / downtime based on location

  5. Mass Outage Communication via WhatsApp/ Email / SMS / Customer Mobile App based on

    • Geography ( State / City / Town)
    • NAS / Pop
    • Franchisee

  6. Enables more control over communication sent to customers through integrated Rule Based System

Lead Management

The Lead Management module is a crucial component of Icon RADIUS as it is used as a Central Tool to capture and distribute new enquiries to the sales team

FEATURES LIST
  1. Supports Lead Capture through our API’s from Multiple Channels like
    • Website
    • Call Center
    • Digital Platform (Facebook, Twitter, LinkedIn, Instagram)

  2. Automatic allocation of leads to departments and individuals

  3. Search Leads based on
    • Status
    • Lead No
    • Customer Name
    • Franchisee/Branch/Area
    • Mobile No.
    • Date Range
    • Assigned By/Assigned To
    • Email ID / bill No.
  4. Track lead progress based on stages defined in Icon RADIUS
    • Open Lead
    • In Progress
    • Callback
    • Confirm FSB ( Feasibility) Pending
    • FSB ( Feasibility) Clear, CAF( Customer Acquisition Form) Pending
    • NC ( New Connection) Pending
    • Active & Closed
    • Not Interested & Closed

Live Monitoring

The module helps service providers monitor customers who are LIVE. This feature empowers teams in troubleshooting and provides support to customers

FEATURES LIST

  1. User Session History can be monitored. Searching of users for session monitoring can be done based on :

    • Username
    • Data Schedule Cycle
    • Packages
    • Date Range
    • IP Address & MAC

  2. Online users can be monitored which helps the Support Team analyze issues and troubleshoot problem areas

CAF Registration

Service Operators have to adhere to government norms and compliances . This module helps them to digitally capture and store customer registration and identity proof

FEATURES LIST

  1. Digital CAF Submission with OTP authentication

  2. Ability to attach e-KYC documents to CAF

  3. Supports integration with Digital Signature and Aadhar

  4. Ability to convert a consolidated PDF file for CAF including all e-KYC document

Mobility

Icon RADIUS helps in reducing the overall TAT(Turnaround time) for on-boarding a customer and enables the sales team to access leads and other relevant information on the fly from anywhere anytime using the Mobile App provided to the Sales Team.

FEATURES LIST

  1. Capture leads instantly through mobile apps from the field and submit customer information for further processing

  2. View Leads Allocated against individual sales team members

  3. View Status of Leads under Feasibility Check or CAF documentations

  4. View List on Follow Ups

Network Monitoring & Alert

Instant detection and auto alerting the concerned team for downtime of a device in the network is very crucial to provide top class service.

FEATURES LIST
  1. NAS, POP, Switch Monitoring

  2. Mass Outage Monitoring

  3. Live Logs
  4. Device Performance Graphs
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