software user’s documentation for the franchisee
TRANSCRIPT
Franchisee Management System Portal
Software User’s Documentation
For The
Franchisee Management Portal
September 2017
Prepared for:
Franchisee Users
Prepared by:
ITPC (Dev), Hyderabad
Notice
NOTICE
This is a controlled document. Unauthorised
access, copying, replication or usage for a purpose
other than for which it is intended, are prohibited.
All trademarks that appear in the document have
been used for identification purposes only and
belong to their respective companies
Revision Sheet
Revision Sheet
Release No. Date Revision Description
Rev1. 0 User’s Manual Template and Checklist
Document Update, Screen shots change and reports added
02/02/2017 Updating of the Screens and Flow
25/09/2017 Updating of the Modifications in features and screenshots
Change Register serial numbers covered:
The documents or revised pages are subject to document control.
Please keep them up-to-date using the release notices from the distributor of the document.
These are confidential documents. Unauthorised access or copying is prohibited.
Approved by: Authorised by:
Date: Date:
Index
Table of Contents
1.0 GENERAL INFORMATION .................................................................................................... 1-2
1.1 INTRODUCTION ........................................................................................................................ 1-2
FRANCHISEE MANAGEMENT SYSTEM:.................................................................................................... 1-2
ARCHITECTURE ........................................................................................................................................ 1-3
BRIEF DESCRIPTION ................................................................................................................................. 1-3
SALES ......................................................................................................................................................... 1-3
WORK ........................................................................................................................................................ 1-3
MAINTENANCE .......................................................................................................................................... 1-3
ACCOUNTS ................................................................................................................................................. 1-4
TEAM ......................................................................................................................................................... 1-4
REPORTS.................................................................................................................................................... 1-4
COMMISSION REPORTS ............................................................................................................................ 1-4
USER MANUAL .......................................................................................................................................... 1-4 INFORMATION STORAGE ....................................................................................................................................1-4
REPORTING ........................................................................................................................................... 1-4
1.2 AUTHORIZED USE PERMISSION .............................................................................................. 1-5
1.3 AUDIENCE DESCRIPTION ........................................................................................................ 1-5
1.4 HARDWARE REQUIREMENTS .................................................................................................. 1-5
HARDWARE GUIDELINES ..................................................................................................................... 1-5 CPU ...................................................................................................................................................................1-5 Memory .............................................................................................................................................................1-5
1.5 SOFTWARE REQUIREMENTS ................................................................................................... 1-6
1.6 SOFTWARE DEVELOPMENT REQUIREMENTS ........................................................................ 1-6
2.0 SYSTEM SUMMARY ................................................................................................................ 2-2
2.1 SYSTEM CONFIGURATION ...................................................................................................... 2-2
2.2 LIST OF USER INTERFACES ..................................................................................................... 2-2
2.3 DEPENDENCIES AND CONSTRAINTS ....................................................................................... 2-3
3.0 GETTING STARTED ................................................................................................................ 3-1
3.1 LOGGING ON ........................................................................................................................... 3-1
3.2 SYSTEM MENU ......................................................................................................................... 3-2 3.2.1 DASHBOARD ........................................................................................................................................3-3 3.2.2 MENU HEADER ....................................................................................................................................3-4 3.2.3 MENU SIDE BAR ..................................................................................................................................3-4 3.3 EXIT SYSTEM ...........................................................................................................................................3-1
4.0 USING THE PROFILE................................................................................................................ 4-1
Index
4.1 USER MANAGEMENT – PROFILE ACCOUNT .......................................................................... 4-1 4.1.1 PERSONAL INFO ...................................................................................................................................4-1 4.1.2 CHANGE AVATAR ................................................................................................................................4-2 4.1.3 CHANGE PASSWORD ............................................................................................................................4-3 4.1.4 PRIVACY SETTINGS ..............................................................................................................................4-3
5.0 USING THE SYSTEM............................................................................................................. 4-3
5.1 SALES ....................................................................................................................................... 4-3
5.1.1 FLOW DIAGRAM FOR CAF ORDERS ....................................................................................... 4-4 This process is better explained in a Flow chart, defined as below:..................................................................4-4
5.1.2 CAF ENTRY ............................................................................................................................. 4-5
5.1.3 CAF STATUS ............................................................................................................................ 4-7
5.1.4 FLOW DIAGRAM FOR NPC ORDERS ....................................................................................... 4-8
5.1.5 LEASED CIRCUITS .................................................................................................................. 4-9
5.2 WORK ..................................................................................................................................... 4-11
5.2.1 BOOKED ORDERS .................................................................................................................. 4-11
5.2.2 ADD BROADBAND .................................................................................................................... 4-1
5.2.3 COMPLETED ORDERS.............................................................................................................. 4-2
5.3 MAINTENANCE ........................................................................................................................ 4-3
6.0 User MANUAL ................................................................................................................................... 4-2
7.0 SLA (Service level agreement) ........................................................................................................ 4-1
8.0 Help desk............................................................................................................................................ 4-1
9.0 PROJECT SCOPE AND STATUS ................................................................................................. 4-1
1.0 General Information
1.0 GENERAL INFORMATION
1.0 General Information
1.0 GENERAL INFORMATION
1.1 INTRODUCTION
Franchisees play a vital role in bringing wide range of Business for BSNL. They work
on different services as per Line of Business (LOB) like Wire-line, Broadband on Wire-
line, Wire-less (GSM – 2G/3G sim cards –prepaid and postpaid), Data services (Leased
lines, MLLN, MPLS-VPN, Internet Leased Line, VPN o BB), FTTH etc.
The franchisees not only bring the business, but also create business, maintain it and
deliver it to the best to our customers. They facilitate the customers (who are their
business) by doing the CAF entry, maintenance of the lines (wired or wireless) and also
provide the services to the customers on behalf of BSNL.
They have a huge business expansion with different wings working on different modules
like sales, Work and Maintenance franchisees.
BSNL being traditional player and has many franchisees working under it. To establish a
platform to all the franchisees, make them work with ease, an online software tool
“Franchise Management System” is being provided to support the BSNL’s franchisees, to
manage their customer data base, enter the details of their respective business, to track
their complaint, attend the faults, get new business etc..,
FRANCHISEE MANAGEMENT SYSTEM:
This online tool provides an interface to all the Franchisees on PAN India basis, to meet
various functionalities like Customer data Creation, Activation of different services
opted by customers at the soonest, tracking of faults booked and their management,
performance monitoring of the services, status of different functionalities, account
management, team management, reporting module, commissioning reports etc.
Purpose: It is a single instance unified software package for serving BSNL
Franchisees on PAN India basis
Scope: It provides access to the Franchisees to carry out their work efficiently and
to manage their Business effectively apart from managing their Commission data.
1.0 General Information
ARCHITECTURE
BRIEF DESCRIPTION
Franchisee Management System is a unified software module for Franchisees with the different
verticals and functional requirements. It consists of the following basic modules as a proposed
solution:
SALES
Provides an opportunity to create new business like CAF entry, leased line circuit
creation, to track the orders created along with the status of the CAF etc..,
WORK
This module provides access to the faults orders and facilitates in modifying the business
currently working and to view the status of the completed orders.
MAINTENANCE
The faulty orders created through different sources like clarity, crm, customer care, phone
etc which are pertaining to the particular franchisee can be viewed here
1.0 General Information
Facilitates the franchisee to get the faults rectified in their respective logins by contacting
the related people in the department.
ACCOUNTS
The customer accounts generated by a particular franchisee, their related bills, the status
of their payments and invoices generated against them are all available in this option.
TEAM
Management of team, assigning them the work and keeping a track of them is possible
along with the time sheets
REPORTS
They speak about the faults booked by different customers which are in pending state and
cleared state, for which the reports are generated.
COMMISSION REPORTS
This is where the franchisees can actually see their revenue, claim and even take a
physical copy of the data for their perusal.
USER MANUAL
The complete process and method of using this online tool is clearly explained with flow
diagrams and screen shots in this module, where it can even be downloaded for future
use.
INFORMATION STORAGE
FMS Portal Stores information about users, units, franchisees, companies, services
provided by franchisees in a database.
Updates reports generated regularly as per the franchisee’s requirement.
Stores information about the Franchisees and Users, depending on all four
Zones/franchisee/type.
REPORTING
Visually display out reports of information in (.xls , .pdf) format and saved to a file or
to be printed.
1.0 General Information
1.2 AUTHORIZED USE PERMISSION
Any unauthorized use of this application without the consent of BSNL is prohibited. Any
unauthorized usage of the system and making unauthorized copies of data, software,
reports, and documents are also prohibited.
1.3 AUDIENCE DESCRIPTION
The Franchisee Management Portal is only to be use by an authorized user of Franchisee
or the Franchisee Managers in BSNL.
The Franchisee Management Portal will utilize the Franchisee Manager’s details, their
employee database (as provided by them) and employee information stored in the
database to map the user to a unit and also to keep track of various activities of the
individual user including tasks, sales, maintenance and work management activities.
1.4 HARDWARE REQUIREMENTS
The hardware requirements for the Franchisee Management Portal
Computer/workstation/notebook: Each franchisee should have a computer available to
use for this project. No particular funds have been allocated for any acquisition or rental
of hardware resources
Internet hardware and active Internet connection: Each project member should have
all the necessary hardware and an active connection to be able to access the project web
site. An Internet connection is required to connect to the Franchisee Management Portal.
HARDWARE GUIDELINES
CPU
A Pentium 1.0 GHz processor is the minimum recommendation. For best performance, a
Pentium 1.7 GHz or faster is suggested. Equivalent AMD processors are also supported.
The computer must have at least two available USB port.
Minimum
Pentium 1.0 GHz Processor
Recommended
Pentium Processor at 1.7 GHz or faster
Memory
2GB of RAM is the minimum requirement for 2 users.
1.0 General Information
1.5 SOFTWARE REQUIREMENTS
The software requirements for the Enterprise Portal:
Applicable web browser:
The Mozilla Firefox web browser is the only browser compatible to view the activity
and the menus effectively.
1.6 SOFTWARE DEVELOPMENT REQUIREMENTS
The software developments requirements are as follows:
Internet Explorer, Firefox or other applicable web browser:
The web browser is required. Mozilla Firefox is a free and open source web browser
descended from the Mozilla Application Suite and managed by Mozilla Corporation.
Microsoft Office:
Documents associated with this project are created as Word documents and Excel
documents.
Eclipse:
Eclipse is a multi-language software development environment that is used to develop
applications in Java
Apache Server v8:
Apache Server is a web server notable for playing a key role in the initial growth of the
World Wide Web.
Oracle 11g:
This database program will emulate the database that would hold the information
including user, company and other relevant information.
2.0 System Summary
User’s Manual 2
2.0 SYSTEM SUMMARY
2.0 System Summary
User’s Manual 2
2.0 SYSTEM SUMMARY
2.1 SYSTEM CONFIGURATION
A Mozilla fire fox web browser is required to view the activity and the menus. A graphical user
interface (GUI) along with an application programming interface (API), which will allow other
methods of interacting with the data, and third party application integration to be created as
needed. A keyboard and a mouse are required for inputting data.
2.2 LIST OF USER INTERFACES
DASHBOARD
Dashboard provides an easy access and interactive view of various booked orders, completed
orders, fault orders, total accounts with weekly statistics of Revenue and accounts.
SALES
Contains Submenus to access CAF pages for sales activities of the sales franchisees
1. CAF entry
2. CAF Status
WORK
Can view, modify as per customer’s requirement for the orders created based on sales by the
work franchisees
1. Booked Orders
2. Add Broadband
3. Completed Orders
4. Leased Circuits
MAINTENANCE
To manage the customer accounts by clearing the fault orders generated and track them by
the Maintenance franchisees
1. Fault Orders
2. Track Assigned Faults
ACCOUNTS
To manage the customer’s billing details, payments and invoices
1. Customer Accounts
2. Payment Status
3. Invoice Report
TEAM
The management of the franchisee’s teams, by the franchisee Manager, for the distribution of
work and time management.
2.0 System Summary
User’s Manual 2
1. Manage Team
2. Time Sheets
REPORTS
They speak about the details of the faults booked.
1. Pending fault Report
2. Cleared fault Report
COMMISSION REPORTS
These give the details of the Commission received / yet to be received by the franchisees.
1. Commission Summary
USER MANUAL
The overall FMS tasks, procedures etc are explained here in detail which can be downloaded
2.3 DEPENDENCIES AND CONSTRAINTS
The project is dependent on the current hardware/software policies and procedures in place for
FMS Portal.
The user interface must be viewable on a monitor with a 1024x768 resolution or larger
3.0. Getting Started
User’s Manual 2
3.0 GETTING STARTED
3.0. Getting Started
User’s Manual
3.0 GETTING STARTED
3.1 LOGGING ON
A user can login to the Franchisee Management Portal by browsing to http://www.fms.bsnl.co.in/ and
entering the Username allocated to them, password and click "Sign in." The system will transition to a
screen with various menu options and Dashboard page being open. After the user logs on to the system,
the user can proceed to the specific activity.
The Menu Items visible are variable depending on the type of User, his role and privileges based
on which he can or cannot access a menu item.
3.0. Getting Started
User’s Manual
3.2 SYSTEM MENU
DASHBOARD
Dashboard provides an easy access and interactive view of various booked orders, completed
orders, fault orders, total accounts with weekly statistics of Revenue and accounts.
SALES
This module provides access to CAF pages for data entry, submit the CAF and to know the
status of the CAF(s) already submitted.
WORK
The options to view, modify the already booked orders and completed orders as per
customer’s requirement are available here.
MAINTENANCE
The maintenance works like fault orders booked and to be cleared are available and also to
track the already assigned faults is present in this menu.
ACCOUNTS
This gives a detailed analysis of the customer’s accounts, their bill payment status and the
invoices generated against them.
TEAM
Coming to team, managing a team is more important for the systematic functioning of the
organization. Hence, this is an option to manage the franchisee’s teams and to assign works to
the designated, and help them to keep a track of the works.
REPORTS
It is the menu which provides the faults pending and faults cleared under a particular user
COMMISSION REPORTS
Gives the commission summary of the franchisees in detail
USER MANUAL
The facility to know the complete flow
SLA
HELP DESK
3.0. Getting Started
User’s Manual
3.2.1 DASHBOARD
The Dashboard is the first window that appears after the user logs in to the system, which shows
various statistics, Team activities and tasks pending etc.
The user can now select any options and Menus available on the page
3.0. Getting Started
User’s Manual
3.2.2 MENU HEADER
Menu Header Bar gives information and access to the user to his
profile, Inbox, Tasks Calendar widgets which are personal to the
user.
3.2.3 MENU SIDE BAR
The Menu can be minimized to allow for
maximum utilization of user space by clicking
the button.
The complete menu expansion is shown at the
side. The menu itself clearly explains the tasks
to be carried out and the facilities available in
the FMS portal.
3.0. Getting Started
User’s Manual
3.3 EXIT SYSTEM
When a user wishes to leave the EB Portal, the
user clicks "Log Out." The “Log out” button will
always be displayed at the bottom of the drop-
down menu of User Header Menu in web page.
4.0. Using the Profile
User’s Manual
4.0 USING THE PROFILE
4.0 Using the Profile
User’s Manual
4.0 USING THE PROFILE
4.1 USER MANAGEMENT – PROFILE ACCOUNT
Allows the user to modify the personal Info of the user, Change his/her profile picture by uploading
picture etc.
4.1.1 PERSONAL INFO
4.0 Using the Profile
User’s Manual
4.1.2 CHANGE AVATAR
The user can upload their image in their own profile for better identification purpose.
4.0 Using the Profile
User’s Manual
4.1.3 CHANGE PASSWORD
The users are facilitated to change their passwords in case they forgot the password or just likely
to update regularly as a security measure.
4.1.4 PRIVACY SETTINGS
This has an overall explanation of how the user management, change of user settings can be done by the
individual users, in their respective Logins.
5.0 Using the System
User’s Manual
5.0 USING THE SYSTEM
5.0 Using the System
User’s Manual
5.0 USING THE SYSTEM
5.1 SALES
The foremost menu option is that of SALES.
This menu item is specifically designed to
create or enter the new business acquired by
the franchisees, and to track the status of that
business.
For example, if any FMS user wants to submit
a new Customer Application Form (CAF) to
BSNL, now there is a direct provision for the
franchisees to fill the CAF online through this
portal, and submit the CAF directly for
activation.
There is a flow chart explaining the typical
flow of how an order is generated and how the
tasks are carried out in a chain.
The status of already booked CAFs is also
visible in the option CAF Status as shown in
the image.
The foremost thing to learn about Sales is the creation of a service either NPC or CAF etc., the process of
its routing to the FMS portal, its execution and the complete cycle of execution. This is explained through
a neat flow diagram in the following:
5.0 Using the System
User’s Manual
5.1.1 FLOW DIAGRAM FOR CAF ORDERS
This process is better explained in a Flow chart, defined as below:
5.0 Using the System
User’s Manual
5.1.2 CAF ENTRY
A CAF (Customer application Form) is to be entered in the above designed format as per the norms,
meeting the customer’s requirements in 4 stages.
The step 2 is open to enter data only after all the mandatory fields marked by ‘*’ are entered.
5.0 Using the System
User’s Manual
The step 3 is open to enter data only after all the mandatory fields marked by ‘*’ are entered in step 2.
The step 4, final step in CAF entry is open to enter data only after all the mandatory fields marked by ‘*’
are entered.
Once, the data is completely verified to be correct, submit is to be pressed for submission of the CAF
request, else modifications can be made by pressing the back button.
5.0 Using the System
User’s Manual
5.1.3 CAF STATUS
The status of all the CAFs entered in a particular day/week/month can be fetched and action can be taken
accordingly.
The status clearly shows if the order is in progress state or the order created is successfully generated by
seeing the status marked against the CAF required.
The size of the display, like the number of CAFs to be displayed per page also can be altered.
5.0 Using the System
User’s Manual
5.1.4 FLOW DIAGRAM FOR NPC ORDERS
5.0 Using the System
User’s Manual
5.1.5 LEASED CIRCUITS
To create a new service under the leased lines section a separate option is provided under Sales, as it is
carried out by the sales franchisees. To create a new business in Leased lines, it is required to clear the
four step process, just like CAF entry by providing all the mandatory fields required, to proceed further.
5.0 Using the System
User’s Manual
The data in the second step also to be filled with all the mandatory fields ‘*’ entered, so that the final step
can be reached.
5.0 Using the System
User’s Manual
The form is to be filled completely to proceed further.
5.2 WORK
User can view, modify as per customer’s requirement for the orders created based on sales by the work
franchisees. The work franchisee group can easily book orders, modify the new orders or existing orders,
add facilities like broad band.
One can also find the already completed orders and also the leased lines, ftth, broadband etc., previously
created can be viewed.
5.2.1 BOOKED ORDERS
The orders previously booked can be viewed as
per the requirement of the user (franchisee
manager) by selecting the date range and
customizing as per their requirement.
5.0 Using the System
User’s Manual
The status of all the orders booked in a particular day/week/month can be fetched and action can be taken
accordingly.
5.2.2 ADD BROADBAND
5.0 Using the System
User’s Manual
Service enhancement can be done here. Like an already existing landline user can be given an option to
upgrade his service by requesting for new broadband connection, on an existing working number.
This provision is given under this menu, facilitating the user and the customer to have an easy access.
5.2.3 COMPLETED ORDERS
Even for Completed orders Menu customization reports are possible by selecting the date range from the
calendar provided in the drop down.
We have also provided an option or a search box to input the particular order number to make the view
simpler.
The below is the view for completed orders.
5.0 Using the System
User’s Manual
5.3 MAINTENANCE
The third vertical in the section of franchisees is
the maintenance franchisee.
It plays a vital role in monitoring the orders
booked for faults, rectifying them/ getting them
rectified from the respective field units.
It also maintains the track of these faults, for
faster fault rectification and to provide better
services to the customers.
5.3.1 FAULT ORDERS
The feature available in fault orders is shown above. It gives the details of the faulty order like the service
number against which the complaint has been booked along with its docket number, type of subscriber,
customer details etc. The same data can also be exported into a .pdf or .csv file and also can be printed on
a paper.
5.0 Using the System
User’s Manual
5.3.1 TRACK ASSIGNED FAULTS
To track the status of the faults assigned to different employees in the hierarchy, this module helps.
It comes with a search box where the dockets can be searched against the customer name, name of the
person to whom the work was assigned etc., to know the current status of the fault.
5.4 ACCOUNTS
Main menu item showing the sub-
menus: The Accounts Management
menu provides a facility to manage
the Customers Accounts. The
consolidated data about all the
customers under one franchisee can be
seen, the payments received/paid
across the customers can be viewed,
along with the invoices generated
against the payments made also can
be analyzed.
5.0 Using the System
User’s Manual
5.4.1 CUSTOMER ACCOUNTS
The consolidated details of the customers under
their franchisee, as per the service type and the
total number of connections against each service
type are displayed under this sub menu for all
the Franchisees.
5.4.2 PAYMENT STATUS
The status of all the payments made by the customers against the services consumed by them are
displayed here along with the receipt details, billing account number, amount paid, payment date etc.., the
same details can be taken by the franchisees either by copy / excel / .pdf formats as required by them.
5.4.3 INVOICE REPORT
Here, the invoices generated against the payments made by the customers under that particular franchisee
are displayed. The same details can be taken by the franchisees either by copy / excel / .pdf formats as
required by them.
5.0 Using the System
User’s Manual
5.5 TEAM
Team Management is a tool provided for the
franchisee to organize their Staff, create roles or
users, assign them functionalities, track their
performances etc.
Maintaining the teams, assigning tasks to the
team members, managing their roles, tracking
the performance of all the individuals in a team,
designing proper time schedules for them, is the
most prominent task for any franchisee to
facilitate the successful functioning of the
franchisees.
This is such an option provided to the franchisee
users.
5.0 Using the System
User’s Manual
5.5.1 MANAGE TEAM
The above shown is a replica of, how the display would be for Manage team option. Here, there is also a
provision to add new user or to delete an existing user as shown below:
The ‘tools’ option provides option to save / export to excel /pdf options as below:
5.5.2 TIME SHEETS This is where the assigned task tree can be found. The faults and provisions also come into the same view
which is updated on a regular basis.
5.0 Using the System
User’s Manual
This page is having a new option
either to print the data / export to
CSV file / to export the data into
PDF file
5.6 REPORTS
As per the Franchisee logged in, the reports of
the pending faults, cleared faults can be found.
Even the list of franchisees using the FMS portal
also can be viewed.
These reports facilitate the overall performance
of the team as a whole.
5.0 Using the System
User’s Manual
5.6.1 PENDING FAULT REPORT
The pending fault report gives the detail of the faults in pending status, their docket number, service type,
date of booking of the complaint, details of the customer and also the detail of the person where it is
pending, so as to enable tracking.
5.6.2 CLEARED FAULTS REPORT
Similar to the pending faults report, the Cleared faults report also gives the detail of the faults in pending
status, their docket number, service type, date of booking of the complaint, franchisee assigned to clear
the fault, details of the customer and also the detail of the person where it is pending, so as to enable
tracking. All this data is visible for the past seven days.
5.0 Using the System
User’s Manual
5.7 COMMISSION REPORTS
The FMS Commission Reports gives the details
about the payments being made to the
franchisees by BSNL counter parts.
The status of the payments made, the
consolidated details or the summary also can be
viewed. This data is available as per the business
made by the particular franchisee.
5.7.1 COMMISSION SUMMARY
The commission summary is the report which facilitates the Franchisee Manager to manage their
payments.
Get consolidated reports by selecting the franchisee code from the drop down as shown above. One can
fetch the data pertaining to that particular franchisee.
The same data is available for printing, exporting as .csv for editing and also viewable .pdf format.
6.0 User Manual
User’s Manual
6.0 USER MANUAL
6.0 User Manual
User’s Manual
6.0 USER MANUAL
A user Manual is uploaded in the options in a
menu, so that it can facilitate any new user to
access the FMS portal with ease. This user
Manual is also available for download.
7.0 SLA (Service Level Agreement)
User’s Manual
7.0 SLA (SERVICE LEVEL AGREEMENT)
7.0 SLA (Service Level Agreement)
User’s Manual
7.0 SLA
This SLA (Service Level Agreement) is an option to facilitate the franchisees to calculate their fault(s)
clearance duration or orders provisioning duration which are crossing (24 hrs duration), the guidelines of
the SLA made with the BSNL.
The Service Level Agreement helps the franchisees to get a clear idea about each and every docket/order.
The users (franchisees) are provided with an option to express their opinion either consent or
disagreement to the SLA shown for the individual dockets/orders. They also can express their views in
comments. The same shall be then shown to their concerned Franchisee Manager in his/her login as a new
request, which will be processed as per the flow.
As of now, the SLA feature has been implemented only for the Maintenance Franchisees (which work on
fault dockets).
7.1 MTCE SLA
The Menu option SLA caters to the needs of the fault dockets clearance corresponding to the maintenance
franchisees.
This facilitates different options like the consolidated SLA report, the comments of the franchisee and the
dockets which were sent to the Franchisee Manager after the franchisee differs the dockets. All the
dockets displayed here are having duration more than 24 hours of clearance.
7.0 SLA (Service Level Agreement)
User’s Manual
The above shown is an example of the fault dockets which are open to the franchisees for their action.
The EDIT button when pressed opens a drop down with the options either to AGREE with the SLA
duration or to DIFFER.
Once, the opinion is selected as AGREE, then confirmation is to be given by pressing the CONFIRM
button which gets highlighted.
7.0 SLA (Service Level Agreement)
User’s Manual
Once, the AGREE option is selected, the portal prompts either to CONFIRM the choice or to CANCEL
the choice, which can be made accordingly by the Franchisee.
If the option is selected as DIFFER, the complete history of that particular docket is displayed to the
franchisee with a comments box to express their views.
The franchisees can also opt to get exemption for certain period in the processing of that docket by
checking in the Request check boxes displayed against the docket in the docket fault history, as shown in
below screen shot.
The same shall be sent to their corresponding Franchisee Manager as a new request, if he is to admit the
request or reject it as per the facts of the field.
Proper remarks need to be updated in the comments box before Requesting for exemption for any
particular docket selected.
7.0 SLA (Service Level Agreement)
User’s Manual
The Dockets once they are selected to DIFFER will be displayed in the ‘SENT TO FRANCHISEE
MANAGER’ sub option for perusal.
The final SLA report of that particular franchisee is displayed in their login as below. This report also is
customizable. It has an option to select the customized period required from the Date picker and thus the
relevant records can be filtered as per dates and the records can be fetched.
As a quick access option, reports can be fetched for last 7 days or last 30 days or the current month or
previous month from the date picker.
7.0 SLA (Service Level Agreement)
User’s Manual
The records are fetched for a particular period as below, shows the status of the dockets whether they are
RECONCEILED or NOT against them.
Thus a report can be generated from the required data by clicking on the ‘GENERAT REPORT’ button
present at the bottom of the page.
But, if any of the dockets were left unattended like if they are pending for the opinion of the Franchisee
Manager or for the reconciliation of the franchisee, a message box is displayed to warn the action to be
taken by the concerned as shown below:
7.0 SLA (Service Level Agreement)
User’s Manual
At any point of time all the reports can be exported in .csv, .pdf or .xlsx formats through the tools option
present to the right side of the page as per the requirement.
8.0 Help Desk
User’s Manual
8.0 HELP DESK
8.0 Help Desk
User’s Manual
8.0 HELP DESK
The last but not the least menu item is ‘HELP DESK’ which caters to all sorts of issues of the FMS
portal.
This Menu has options to:
Raise new docket
Trouble tickets Assigned
Trouble tickets raised
Raise New Docket provides an opportunity to raise new dockets pertaining to the FMS portal. It also
allows an option to set priority to the docket either it is high, medium or low.
Here, complaints can be booked pertaining to CAFs, commission, Faults, orders, SLA etc., with a brief of
it and related comments in the comments box which generates a unique docket number for the same and
can be used for further reference. The Status of the same can also be monitored.
8.0 Help Desk
User’s Manual
A confirmation is shown after the ticket is booked successfully, as shown above.
The list of all the dockets raised by the franchisees, are seen in the ‘TROUBLE TICKETS RAISED’
along with the status of the docket and providing an option to MANAGE the same…
The details of the ticket are shown and also option is given to chat, for the franchisee manager. Once,
when the user chooses to close the ticket, the same can be opted from the drop down provided for Status.
When the Franchisee chooses to MANAGE the docket the following page is displayed providing further
more options like below:
It also provides an option to close the dockets from this page. Also, to note that a docket once closed can
also be re opened by the franchisee itself.
8.0 Help Desk
User’s Manual
The Tickets booked by the franchisee from their login are displayed in their corresponding Manager’s
login as below, facilitating them to resolve the issue and comment.
9.0 Project Scope and Status
User’s Manual
9.0 PROJECT SCOPE AND STATUS
9.0 Project Scope and Status
User’s Manual
9.0 PROJECT SCOPE AND STATUS
9.1.1 PHASE – I
Enabling Franchisees to create Log ins to monitor their customers connections
Creating new Customer / Business by franchisees
Modification of business as per customer’s requirement
Monitoring the faults if any to the customer’s service
Tracking the faults to facilitate fast restoration of services to customers
Generating reports for different fields like creations, faults, orders, payments
Tracing customer’s payments and invoices
Details of commissions received and reporting.
User manual which systematically guides the user to perform their operations at ease.