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stc BH
CVM App Operations - Coggle Diagram
stc BH
CVM App Operations
1. Pro Active Monitoring
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b. Monitor the Green Light across all the touch points.
Team can Build their systems and reports to do so.
c. Handle the Customer Complaints on the first Level (L1) and access if there are other customers who are impacted because of the same reason.
2. Issues Resolution
- Identify the possible leakage in the systems/channels.
and Raise it to the concerned team to Fix it.
- Manage a tracker of all these activities to Fix, with all the teams including Business.
- Equipped to do minor bug fixes and improve the systems form Day to Day operations prospective.
- Publish a management report for the fixed issues with important KPIs.
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Onboarding the team
Training and Development
CVM Business team to train the new recourses on the solutions and systems for first 5 months.
Keep an eye on all the programs and promotions, after being acquainted with systems and KPIs.
Helping them having the right tool
IT & Business teams to help them to have the right reports and tools to manage their work.
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Trend and KPI master
They should have their own DB to maintain the trends and monitor the Important KPIs
TEST Lines and Devices
Should be given dedicated Devices for testing the products randomly, once a week.
Long term Approach
Since this team is managing the operations, new solutions would be waked over to this team during the design phase to seek their operational inputs.
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Ongoing Support System
Testing Support
Helping the business teams/PMO/testing teams to test Products using the existing solutions.
Manage the sync between UAT and PROD environments.
With this support systems, business would move the Development on UAT environment, and this team would help in the PROD migration of the solutions.
Master Data Management (MDM)
Most of solutions are working on masters created in CMDM, Team's support would be needed to make updates in the master going forward.
Business Support
Supporting DS/CEX team to make entry in tables to support timely launch of Banners and Popups.
The Stabled solution would be passed to this team for regular Business Support.
Example - Banner/Popup, ATL Eligibility, Cumulative Recharge.
Important Solutions to Start with -
- stc wow
- Cumulative Promotion
- Banner/Popups
- stc pay Integrations & Onboarding
- stc BH App Onboarding
- ATL Eligibility
- Landing Pages
- Preferred time
- Contact Policy
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