SPRINT SYSTEMS

CITRIX- acces portal containing links to different Sprint

application (CST, iCare, TOES, RAI);
CST (Customer Support Tool)- contains M&Ps (Methods and
Procedures), system links (FAST, Accurint, etc);
FAST (Fulfillment and Activation Service Tool)- Is used by agents
to view and work orders placed by customers on-line or with
telesales.
iCare is used to view accounts (bills, orders, interactions, changes,
etc)
FDB (Fraud Data Base)- is used by OV agents to check for fraud
using orders informations (SSN-Social Security Number, Shipping
address, e-mail address, contact number, account number-BAN);
Accurint- is used by OV to get a match from the customers SSN
and to identify a match between the address listed in Accurint and
the addresses on the order.
TOES (Telemarketing Order Entries System) is used by telesales
and operations to place orders.
! Orders placed in TOES ends up in FAST.

ORDERS NUMBERS

Tm-xxxx-1234567890 (orders placed by Telesales in TOES);

Oy- xxxx-1234567890 (orders placed on-line);
Ws- xxxx-1234567890 (orders placed on-line, web sales);
Oa- xxxx-1234567890 (orders placed with an OAR(On line

Authorized Retailer; e.g. Amazon, BestBuy, etc);

Ai- xxxx-1234567890 -Custom Aisle Orders (customers that work
for a company that Sprint recognizes it as a partner; e.g.: UPS);
Or- xxxx-1234567890
-Or- trtm- 1234567890 (telesales with Lease option);
-Or- ptpm-1234567890 (order placed on-line with Lease option);
Ow- xxxx-1234567890 (orders placed with pick-up in store
option)

ACCOUNT TYPES AND SUBTYPES

All accounts have types and subtypes. Types shows the level of
discount provided, subtypes shows liability (whos in charge).
NO OF TYPE

DISCOUNT

LIABILITY

SUBTYPE

LINES
Max 10 INDIVIDUA

INDIVIDUA

INDIVIDUA

lines
L
DISCOUNT L
Max 10 CORPORATE CORPORATE INDIVIUAL

L
INDIVIDUA

lines
DISCOUNT
Max 10 GOVERNME GOVERNME INDIVIDUA

L
INDIVIDUA

lines

Max 10 INDIVIDUA

INDIVIDUA

E.P.R.P*

lines

NT

NO

NT
DISCOUNT

Max 100 BUSSINESS

lines(sm

BUSSINESS

GENERAL
BUSSINESS

all
bussines
s
account)
CORPORATE
GOVERNME

CORPORATE
GOVERNME GOVERNME

NT
NT
NT
*Everything Plus Referral Program (customer recommended by Sprint
employee, individual liable).

*BAN (Billing Account Number);

PTN (Personal Telephone Number);
ESN (Electronic Serial Number);

ORDER TYPE
NEW= BAN+PTN+ENS;
ADD= PTN+shipping ESN;
UPG=shipping ESN (+2yr contract).
NAC=NEW-ESN;
AAC=ADD-ESN;
UAC=UPG-ESN.
APS=ADD+SVC*;
MOT=ADD+UPG.
*service/add on request-nothing is being shipped, costumer is just
changing features or price plan.
**SLA-Service Level Agreement.
FAST STATUSES
ACTIVATION ERROR= order pending in AEQ=TRANSFER;
CANCELLED=order is cancelled;
CFO REVIEW=order is being reviewed by CFO to set up a decision.
Usually, submitted to PQ afterwards.
CLOSED=completely done (activated, shipped, etc.)
CONTACT PENDING=customer must e-sign for Lease option;
order pending until notification is received.
CUSTOMER NOTIFICATION=pending queue (PQ).
CUSTOMER PENDING=Order pending in AEQ=TRANSFER.

 FULFILLMENT-ACCESSORY= Order waiting to be shipped at

warehouse (max. 24h, then CLOSED); accessory orders only.
FULFILLMENT HEADSET= Order waiting to be shipped at
warehouse (max. 24h, then CLOSED); orders contais devices.
FULFILLMENT HOLD= item out of stock; after restock shipping
begins (up to 10 business days to restock).
ORDERS VERIFICATION=order in OV (we work it);
PENDING PICK-UP= store pick-up option, customer must go to
store.
SUBMIT- stuck (get help from support)

AUTHENTICATION POLICY

NEW CUSTOMER (no BAN)- authenticate in FAST(PIN/SQsecurity question)

-if does not know: Billing Name!, Billing addy!, Device/Order# (all
in FAST);
EXISTING CUSTOMER (with BAN)- authenticate in iCare with
PIN/SQ.
-if does not know:Billing Name!, Active PTN, BAN, Balance on last
bill.
-if does not know: FAST reduced auth: bill name+addy+dev/order
name)
PIN/SQ->iCare->FAST

!Always attempt to authenticate with the strongest method available!

PIN/SQ RULES:
3 attempts on each;
If customer answers with the security question as PIN=OK.
Security answer must be phonetically correct.
SHIPPING POLICY:
Standard shipping is 2-5 bd;
Guam, Puerto Rico, Virgin Islands- 4-6 bd;
Custom Aisle orders: 4-9 bd.
CPNI POLICY
Customer Proprietary Network Information info should never be
provided proactively, it should only be confirmed by you. (PIN, SQ,
SSN, CC info).
NEVER LEAVE SSN, CC INFO OR PIN/SQ IN MEMOS IN ANY
SYSTEM.

iCare RESEARCH
iCare research is performed with the customers SSN from the
order to locate all present and past accounts; if no SSN available, use
BAN (if existing customer) or contact# from FAST, if no BAN
exists.
1. Account status;
2. Start Service date (>90 days, no Accurint research);
3. Past due;
4. Deliquency ;(3+4 age and amount)
5. Orders (within last 60 days, notate all nonFAST orders:2DM4,
1COM1, 2CLM, etc.);
6. Fraud FUs (follow ups), in Work Tab-everything fraud related
in last 6mo;
7. Fraud UAIs(Urgent Account Information)-anything fraud
related in the past 6 mo or active UAIs;
8. Fraud Memos(Interactions Tab)-Equipement Fraud, Payment
Fraud, Fraud memos in the last 6 mo;
9. Change Memos(Interaction Tab)-Change

communication

method, Change Personal Data (PIN/SQ), Change Bill Address

in the last 60 days;
10. CC payments->Search->Cross Account Payment Search- all
payments or any BAN in the last 6 mo.(you always do this
research, even if theres an open acc or not).

For cancelled/Closed accounts, do items- 1, 4, (6,7,8). If no

fraud is found on 6,7,8, notate as Not linked to fraud.
For fraud accounts, do all items, except 2, 3, 4.
*MOT-method of payment.

FRAUD DATA BASE (F.D.B.)

-F.D.B. RESEARCHFDB results are called HITS and they are vary according to
strength.
FDB statuses can be:
Confirmed Fraud (you cancel the order);
Suspected (validation is required to decision);
Confirmed Not Fraud (it doesnt affect your decision).
Hits are relevant within 6 mo; if a hit is older than 6 mo, it
drops down one level.
Hits on address search can be:
Direct (means 100% accurate);
Indirect (would be consider a difference of apt #)
Research items: BAN, SSN, cnt#, ship addy, e-mail.
Whenever hits are found, mention their age and status,
and if youre lowering their level of importance, mention
it (FDB by SSN, 1 confirmed hit, over 6 mo, treating as
suspected fraud).

If youre lowering a hit to confirmed not fraud, mention

it is now not relevant.
FAST RESEARCH(also called FAST velocity
checks)
This implies looking up other orders that the customer
has placed using the same info (SSN, BAN, CNT#, e-mail,
billing addy).
We should notate any cancelled orders (indicating who
and why) and any excesive orders.
Research should know how many orders are found in
each queue (FAST by SSN, 2 closed,1 in OV, 1 in Fulfillment
-Handset).
!Also include ESN for AAC orders!
Customers usually order number of lines approved
maximum. Anything over would be consider high velocity.
OV agents can work multiple orders in OV on a BAN
if:
-duplicate AAC (with same ESN);
-RAI orders (or-).
ACCURINT RESEARCH

Accurint is used to get a match from the customers SSN to the

costumers name and the customers address.
To consider a match to name, at least 70% of the results in
Accurint must show the customers name.
To consider a match on the address, any address listed on the order
(preferably Customer info) should show up in Accurint and must have a
time frame with the start date over 3 months old.
ACCURINT ISSUES:
No match to name can occur if the SSN has no record or
under 70% of records on the customers name. Also, Accurint
by SSN can be conflicting if customers shows records with
someone else (50-50).
Whenever no match to name is possible, validate SSN!
No match to addy can occur if the address is displayed with
a timeframe that is consider too recent or the address has a
different apartment #.
To get a match to the addy, agents can look at SSN results, or,
if incloncusive, they can use Reverse Accurint. (Last name,
House #, Street Name and Zip code) or WhitePages.
If no records or too recent, validate previous address; if
different apt#, validate apt#. and trust customer.
When validating a previous address it must have NO
RECORDS with the end date within the last 3 months.
In other words, an address becomes a previous address after no
bills are sent for more than 3 months.

To match the order addy (SWC) at least one ACC record with
start date>3 months.
To match to previous addy-All ACC records under addy must
have end date>3 months.

BILL-TOSHIP TO

New customers (no BAN or BAN under 90 days):

Individual Liable -> ship only to Billing Address;
Business Liable -> ship to wherever;
Existing customer (BAN over 90 days):
Anyone -> ship to wherever.

SHIPPING ADDRESS CHANGE TO ORDERS IN

PROGRESS
Billing address should NEVER be modified on the order, no matter
how small the modification is.
Minor shipping address changes (missing apt#, missing double
letters) are allowed.
Major shipping address changes vary according to the BAN age:
BAN under 90 days -> (replace the order);

 BAN over 90 days -> Verify new ship addy in FDB and if no
fraud if found, modify the address fully in FAST.

OV RESEARCH EXCEPTIONS
If order is C-C => move to Corporate working Status;
If order is in G-G => move to Corporate working Status;
If order is B-Major Account with => move to Escalated Order
Status;
Credit Card Match fraud flag All research PLUS paymentech
research.

! In order to SWC(submit without contact) the order may have a

maximum of:
Individuals: 4 devices and 4 accessories;
Business: 3 devices and 4 accessories.
Anything over=SWC not possible, contact to validate information.

PAST DUE/ DELINQUENT STATUS

If an open BAN has a past due amount, you must contact the
customer and remind them to pay their balance. This does not affect yout
SUBMIT you need to have one valid attempt to reach the customer

before you can decision the order. Do not offer to collect, except if
customer wants, then OK.
If an open BAN is delinquent you must cancel the order and the
customer must be directed to finance to settle the debt. Cancel is
possible after I valid attempt.
If a canceled BAN is delinquent the order must be canceled if the
debt is within 7 years. If over, it is included in the memos but it does not
affect decissioning, it is considered a write-off.
If the customer has a canceled and an open BAN all previous debts
are considered written off.