Panther Admin

The base module contains the base system including the database and the logic that glue the different super modules together. The base module is mandatory.

  • Multiuser access for employees.
  • Multigroup system (makes it possible to handle several departments or companies in a single installation)
  • Installation address database, which includes household information, equipment and hardware but also information about equipment placed in field.
  • Customer address database.
  • Customer finance account database.
  • Product database.
  • Advanced search engine.
  • Advanced import / export system.
  • Customer care / CRM note system, with optional attachments to addresses or customers.
  • Process system for automation or systematizing of workflows.
  • Custom attribute system to handle special information.
  • API to extend other software.
  • … and a lot more.

Most of the features in the base system are necessary for the platforms other modules to work independently but efficiently.

Products

The product module handles products in Panther Admin. The product configuration ties together mediation, rating, billing and provisioning.

A Product configuration can be described as a Product template containing general parameters for a product, and is assigned to a specific customer with specific values needed for provisioning and billing the customer.

Functionality list
  • Unlimited products
  • Group products in customer groups for controlling accessibility
  • Configure provisioning parameters directly on product
  • Configure invoice options like sort order and grouping
  • Configure subscription periods, monthly/quarterly/yearly (requires billing module)
  • Option to set billing cycles day on product. (requires billing module)
  • Set VAT individually per product (requires billing module)
  • Custom attributes for products. Add custom columns for each individual product configuration
  • Each product can have several billing sub products:
  • Subscriptions
  • One-time fees
  • Products configurations can be attached to different mediation types like IP telephony or IP Traffic rating.
  • Copy product configuration
  • Contract period

Application interfaces

  • CSV import/export of Customer products
  • SOAP/XML insert/delete/update Customer products

This module provides functionality for a mix of simple rating of typical phonesubscriptions, to advanced business to business subscriptions.

CRM

This base module includes, among lots of features, a simple CRM system. The CRM system keeps track of customer related issues, so different employees can share and follow the dialog with the customer. The system consists of a ticket systems and an online notebook. Whether support takes notes or technical staff changes configuration on a customer, the modules provides an online notebook for each customer.

Functionality list
  • Add notes for each customer, automatic stamped with user and time
  • Create task tickets for troubleshooting
  • Take notes on user actions.
  • Assign tickets to users or workgroups, based on workflows. (req. workflow module)
  • Users can open, close, reassign and reschedule tasks. (req. workflow module)
  • Users and user groups get a complete list of waiting, open, closed tasks.
  • Notes can be grouped into different categories (Technical/Support/Administration)
  • Attach files to each note.
  • Integration to workflow management
  • Share notes with customers, to be visible on selfservice portal

Network DB

The Network DB module is used to store information on physical installed networks. The Network DB contains information about addresses where network is installed and ready for use.

Functionality list
  • Manage customer equipment on installation addresses
  • Relate customer equipment to network equipment
  • Overview of network infrastructure
Application interfaces
  • CSV import/export of Customer products
  • SOAP/XML insert/delete/update Customer products

Workflow Manager

The Workflow manager is used for automating and streamlining workflows. Each workflow is highly flexible in design, and is adjustable by template. Workflows can be used to handle orders, logistics, trouble tickets, dialog with customers and 3rd part service providers, alarms etc.

Workflows can be initiated by manual using the GUI, using web-services or by the internal scheduler.

An example of use can be when a customer orders a cellphone through the self-service portal. The shop system then hand over the order information to the workflow manager. The workflow manager initiates the workflow based on a specific template for the IP-phone order. The workflow manager then start initiating tasks, 1) e-mail the customer with a defined order confirmation; 2) write the order in the CRM history; 3) then send an e-mail to logistics; 4) wait for confirmation from logistics; 5) when confirmed write the customer a mail that the phone has been sent; 6) write to CRM history that the phone is sent; 7) start billing the customer.

If something needs to be done another way, it is easy for the workflow responsible to modify each steps, add more steps and by that optimize and streamline against 100% automation, remove steps where there usually are problems etc.

Functionality list

  • Add unlimited number of workflows
  • Each workflow can start unlimited tasks
  • Each task accumulates information to the workflow
  • Accumulated information can be used as input for tasks
  • Workflows are initiated related to an accounts, a customer product or a note ticket
  • Customized forms can be used as startup
  • Current tasks
  • Task ticket (Dynamic with feedback forms)
  • Note ticket (Adds note to a customer)
  • Email task (Sends email)
  • Product operations (adds/modifies customer product)
  • Customer operations (modifies customers)
  • PDF Generator
  • Conditional jumps/calls to other workflows
  • Automatically or manually triggered

Workflow Management additionally includes Task ticket system. The task ticket system displays a list of tasks to complete for each user

Functionality list

  • Group tasks by subject
  • Ordered by Pending, Open, Delayed, Failed and Closed tasks
  • Optional forms with multiple input types in each task for submitting information
  • Option for user group wide tasks. (Multiple users with same task responsibility)

Application interfaces

  • CSV export of Task-tickets
  • URL Reply import
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