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CRM — Customer Relationship Management

The CRM portal is the primary tool for customer support agents to search, view and manage customer accounts — handling enquiries, raising tickets, viewing order history, managing subscriptions, raising new service orders and coordinating customer care across all touchpoints.

Customer Search Account Management Ticket Management (integrated) Order History Service Ordering Usage Inquiry Subscription View
On this pageAt a glanceArchitecture — Component StackCustomer Search CriteriaTicket LifecycleCore CapabilitiesBackend Service IntegrationsStorage & PersistenceDesign PrinciplesWhere AI helpsStandards

At a glance

Gives agents a 360° view of the customer and the tools to serve them.

Key data

Customer viewInteractionCase / ticketAgent action

Receives from

  • Party & account
  • Billing
  • Orders
  • Tickets
CRM

Sends to

  • Order capture
  • Ticket management
  • Campaigns

Architecture — Component Stack

How the CRM portal connects to backend services

CRM Portal UI
Web frontend for CS agents
→
CRM BFF
Backend for frontend — aggregates API calls
→
API Gateway / Portal Gateway
Routing, auth, throttling
→
Backend Domain Services
Account Mgmt · Ticket Mgmt · Order Capture · Order Mgmt · Billing · Usage
All CRM requests flow through the BFF → API Gateway before reaching domain services. The CRM UI never calls backend services directly.

Customer Search Criteria

Attributes available to search and locate a customer account

Phone Number
Active subscriber number
Account Number
Unique account identifier
First / Last Name
Partial match supported
Contact Email
Primary contact email
Carrier Email
Carrier-assigned email address
Order ID
Links directly to order details
Billing Account ID
Billing account identifier
Device Serial (IMEI)
Hardware device identifier
SIM Card ID (ICCID)
SIM card identifier
Delivery Tracking ID
Shipment tracking reference
Disconnected Number
Previously disconnected line
Status
Active / Suspended / Inactive etc.

Ticket Lifecycle

Status flow for support tickets raised in the CRM portal

OPEN
Created
→
ASSIGNED
Agent assigned
→
IN PROGRESS
Being worked
→
RESOLVED
Solution applied
→
CLOSED
Confirmed closed
CANCELLED
From any active state
REOPENED
From Resolved/Closed
Ticket Types: Request · Problem · Enquiry · Survey (auto-closes after configurable period)
Urgency levels: Low · Normal · High · Critical
Sources: Phone · Chat · Email · Self-care Portal

Core Capabilities

What the CRM portal enables customer support agents to do

Customer Search & Profile

Find & View
  • Multi-attribute search with collapsible advanced filters
  • Dynamic result columns based on search criteria used
  • Active filter tags — removable without re-entering all fields
  • View full customer account profile: personal details, status, address
  • Persistent customer header visible across all sub-screens
  • Navigate directly to order or account from search results
Account Management API

Ticket Management

Integrated Module
  • Ticket creation, search and management handled by the dedicated Ticket Management module
  • CRM integrates via Ticket Management API — agents access tickets directly within the portal
  • Create, assign, update, resolve and close support tickets
  • View all tickets associated with a customer account in context
  • Full ticket lifecycle visible from within CRM without switching tools
Ticket Management Module Ticket Management API

Order History

View & Act
  • View full order history for a customer account
  • Filter and sort order history by date, type, status
  • View detailed order summary including pricing and discounts
  • Cancel an in-flight order directly from the portal
  • Navigate to order details from search result hyperlinks
  • View discount and promotion details per order line
Order Management API

Service Ordering

New · Change · Disconnect
  • Initiate new service activation orders on behalf of subscriber
  • Select plan, device and optional add-ons via assisted ordering flow
  • Apply eligible promotions and discounts to the order
  • Process change orders: plan upgrade/downgrade, add-on add/remove
  • Initiate service disconnection and port-out workflows
  • View real-time quote before order submission
  • Track submitted order status from creation to fulfilment
Order Capture APICPQ APIProduct Catalog API

Subscription Management

Lines & Services
  • View all active lines and subscriptions per account
  • View service details: plan, SIM type, status, activation date
  • View active add-on options per line
  • Initiate service actions: suspend, resume, SIM exchange
  • View device details associated with each line
  • Support for multiple subscriber segments per account
Account Management APIProduct Inventory

Usage & Billing View

Enquiry Support
  • View itemised usage per line (voice, messaging, data)
  • View aggregated monthly usage totals
  • View invoice details and charge breakdown
  • View payment history and outstanding amounts
  • Support usage enquiry handling for subscriber disputes
Usage APIBilling API

Operations & Back-office

Agent Tools
  • Dashboard showing tickets assigned to agent and group
  • Role-based access — agents see only permitted operations
  • Manual payment posting for care-driven payment recovery
  • Bulk operations support for group ticket management
  • Audit trail for all agent actions on customer accounts
  • Quick ticket creation flow for high-volume care scenarios
Portal GatewayOps Hub

Backend Service Integrations

Domain services the CRM portal connects to via BFF and API Gateway

Account Management

  • Customer search by multiple attributes
  • Account profile retrieval
  • Account status update
  • Address and contact details management

Ticket Management Module

  • Separate module — integrated into CRM via API
  • Create / search / get / update tickets
  • Ticket lifecycle transitions
  • Category and assignment management

Order Management

  • Get customer order list
  • Get order details by ID
  • Cancel in-flight orders
  • View pricing and discount details

Order Capture & CPQ

  • Create new service orders from CRM
  • Product catalogue browsing and plan selection
  • Quote generation with pricing and discounts
  • Order submission and status tracking

Product & Service Inventory

  • Get active lines per account
  • Get service instance details
  • View device and SIM information
  • View add-on options per line

Usage API

  • Itemised voice / messaging / data usage
  • Aggregated monthly usage totals
  • Usage enquiry for subscriber disputes

Billing & Payment

  • Invoice details and charge breakdown
  • Payment history per billing account
  • Manual payment posting from CRM
  • Outstanding balance and dunning status

Portal Gateway / API Gateway

  • Token validation and authentication
  • Request routing to domain services
  • Throttling and rate limiting
  • Error normalisation

Ops Hub

  • Operational workflow support
  • Back-office task management
  • Agent dashboard data

Storage & Persistence

How and where the CRM portal stores and accesses its data

Document Data Store

Account & interaction data
  • Customer account records via Account Management service
  • Interaction history and banner state per subscriber
  • Ticket documents via Ticket Management service
  • Order records via Order Management service

Search Index

Account search
  • Multi-attribute customer search index (MSISDN, email, IMEI, order ID, account number)
  • Full-text name and address search
  • Used by CRM customer search screen

Async Event Bus

CRM events
  • Order status change events — updates CRM order view
  • Payment result events — updates billing status in CRM
  • KYC status change events — updates account compliance view

CRM Audit Log

Agent actions
  • All agent actions logged: account viewed, ticket created, order placed
  • Privileged action audit: manual payment posting, account override
  • Access log retained for security and compliance review

Design Principles

Key architectural decisions behind the CRM portal

Multi-attribute Search with Active Filter Tags

Agents can search using any combination of 12+ attributes simultaneously. Applied filters are displayed as removable tags — removing one filter re-runs the search without clearing all other criteria, reducing friction in high-volume care environments.

Hierarchical Ticket Categorisation

Tickets are classified using a 3-level category hierarchy (Type → Category 1 → Category 2 → Category 3) driven by a configuration file. This maps to the legacy CRM data model for migration compatibility and enables routing and reporting by categorisation at any level.

BFF-mediated Backend Access

The CRM UI never calls backend domain services directly. All requests pass through the CRM BFF which aggregates, transforms and orchestrates calls to Account Management, Ticket Management, Order Management and other services — keeping the UI thin and the backend coupling loose.

AI opportunity
Where AI helps
Agent assistant

Summarise the customer's history and suggest the next best action during a call.

Churn prediction

Flag customers at risk so retention teams can act early.

More in 30 AI & ML use cases and AIOps for BSS.

Key business processCustomer & Order Management→
Standards & references
TMF629Customer Management API
TMF632Party Management API
TMF683Party Interaction API