Sun TV - Case Study
Subscriber Management System
Company profile
Sun TV, the complete family channel for the Tamil speaking people of the world has been brought to UK, Europe and the Middle East.
Launched during the summer of 2003, the channels brought top class entertainment to the Tamil speaking community in this region.
Business situation
As part of its launch in 2003, Sun TV needed a business application to support its activities; principally customer relationship management, subscriptions and viewing rights.
Technical situation
The simple database created to satisfy the immediate needs of the company was wholly inadequate and provided little functionality or benefits to Sun TV. To support the growth it
hoped to achieve, it was clear that a more professional, tailored solution was required.
Solution
Using an existing CRM application based on it's Equinox database product, Compsoft created a bespoke business application to manage both customer accounts and subscriptions
management to the channel(s) Sun TV provides and provides extensive billing functionality.
The system is used extensively in the call centre to manage inbound and outbound sales calls and complaints procedures. Customer transactions and subscription contracts are managed via a unique
viewing card. Compsoft also provided functionality to control each viewer's accessibility to channels on its network, enabling Sun TV to remotely enable or disable channels broadcast via satellite
directly from the application.
Benefits
Together, Sun TV and Compsoft created a software application that delivers real benefits to the business, increases in efficiency and the scalability required in order to achieve
the growth the business desires.
With its most valuable business data held in one application, management reporting has become an important tool in managing the business.
Products and Services Used
Using an existing CRM application based on its Equinox database product, Compsoft created a bespoke business application to manage both customer accounts, transaction and subscriptions
management to the channels Sun TV broadcasts.
Working closely with Sun TV, Compsoft's consultants created the functionality needed to support its fairly unique business processes.
The solution included integration with AFD Postcode software, enabling call centre staff to quickly and accurately enter customer addresses.
Principle Project Components
AFD Postcode
Within the customer account management screens, it is essential that users are able to quickly and accurately enter current address information. Leveraging prior experience with the product,
Compsoft seamlessly integrated the AFD postcode software into the solution to deliver the reliability and accuracy needed.
Postcode data is also regularly updated as part of the contract, ensuring data is current and accurate at all times.
CRM
Customer Relationship Management tools are provided within the system, creating a central point of contact for all customer interactions from sales enquiries to complaints handling and subscriptions via viewing card activation and deactivation.
Viewing Rights
For each subscriber account, functions have been created to enable a user to activate or deactivate access to channels broadcast on the Sun TV network. To facilitate this, a component of the system communicates unique viewing card data, via a third party, with
the broadcast satellite.
Related links:
Equinox AFD Postcode
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