CRMUse cases
Use cases
Six common situations and how each is handled in Loft CRM.
Account manager · Approvers · Service delivery · Finance
New service: order to invoice
An account manager raises a request for a ministry's integration service. Technical and commercial approvers approve within their limits. Service delivery records the OSS order, activation date and test result. Finance starts billing in BSS from the recorded references. The customer notice is reviewed and sent, and the request closes when every milestone is recorded.
Network operations · Customer operations
Fibre cut affecting several customers
The NOC declares an impact and links the affected circuits. The affected customers and their technical and escalation contacts are listed. Notices are sent from the impact, customer cases are linked to it, and the outage duration is counted in each service's SLA when it is cleared.
Customer operations
Fault reported on WhatsApp
A message arrives from a number not on any contact record. The agent confirms the sender, links the number to the contact, converts the conversation to a case with priority from impact and urgency, and sends updates from the case.
Account manager · Management
Contract renewal
A renewal is raised before the master services agreement's notice date. An automation reminds the customer's authorised contacts. Management sees renewals by expiry date.
Management · Account manager
Monthly SLA statement
At month end, availability per service is calculated from recorded outages in the service's hours, excluding approved maintenance. At-risk and breached services are listed with the outages counted, and each customer receives a statement.
Account manager · Compliance
Customer onboarding
An organisation is invited through the customer portal and submits its legal details, TIN and KYC documents. When the documents are verified it becomes a customer, with contacts and sites ready for its first request.
