Company: Jio Platforms Limited
Product Title: JIO CRM ODA-C-TMFC023 v1.1.0
eTOM & SID Version: 23.5
Conformance Type: Solution Conformance
Assessment Completion Date: May 2025
Detailed Certification Report: JIO CRM ODA-C-TMFC023 v1.1.0

General Overview

This document provides details of JIO CRM ODA-C-TMFC023 v1.1.0, against the following ODA Core Frameworks:

• Business Process Framework (eTOM) version 23.5
• Information Framework (SID) version 23.5

Solution Functionality/Capability Overview

JioCRM (Jio Customer Relationship Management) is a CRM platform designed to support and simplify customer interaction processes. It provides essential tools for logging, tracking, and managing interactions across multiple channels in real-time, ensuring all engagements are recorded accurately.

JIO CRM ODA-C-TMFC023 – Key Features

• Multi-Tenant Support – Enable emerging payment methods and gateways effortlessly. With JioOnePay’s one-time integration setup, you can onboard new payment innovations with a single click—eliminating technical bottlenecks and accelerating go-to-market timelines
• Dynamic Dashboard – Offers real-time data visualization and analytics for monitoring performance and customer trends.
• Automated Data Capture – Automatically records customer interaction data from various channels for consistent and efficient tracking.
• Robust Reporting – Enables generation of detailed reports across ticket categories, helping identify trends and improve service quality.
• Data-Driven Insights – Analysis of interaction data helps uncover customer behavior patterns and preferences, enabling more targeted and effective marketing and sales strategies.
• Increased Efficiency – Automation of routine tasks and centralized interaction management streamline operations, reduce manual effort, and boost overall team productivity.
• User Permissions and Access Control – Role-based access controls ensure only authorized users can log and view interaction data, maintaining security and data integrity across the system.

JIO CRM ODA-C-TMFC023 – Benefits

• End-to-End Ticket Lifecycle Management – Tracks tickets from creation to closure with automated notifications and SLA tracking.
• Multi-Tenant Architecture – Enables isolated environments for different clients or business units with dedicated admin controls.
• Role-Based Access Control (RBAC) – Ensures data security and task segregation by assigning permissions based on user roles.
• Multi-Channel Customer Communication – Supports interactions via email threads, calling, JioMeet (under development), and WhatsApp (under development).
• Customizable SLA and Ticket Settings – Allows configuration of SLA policies, escalation rules, and operational workflows..
• AI-Powered Ticket Assignment – Automatically routes tickets to the most appropriate agent based on skill and load.
• Integrated Reporting and Analytics – Provides actionable insights through performance dashboards and ticket trends.
• Flexible User Management – Lets Admins create and manage users with granular control, supporting scalable team structures.

eTOM and SID Certification Scope

The following two figures represent the Business Process Framework (eTOM) Level 2 processes and the Information Framework (SID) ABEs that were presented in scope for conformance certification.

Process coverage for JIO CRM ODA-C-TMFC023 – Conformance Certification

JIO CRM ODA-C-TMFC023 – SID

Detailed Certification Report: JIO CRM ODA-C-TMFC023 v1.1.0

For more information on JIO CRM, please contact:

Zukof Rizvi, Associate Project Manager: [email protected]

Kunal Ghodmare, Product Manager: [email protected]

Poonam Kumari, Project Manager: [email protected]

For any additional information on this ODA Conformance Certification Report, please contact TM Forum at [email protected]

Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].

Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect JIO-JPC Connect(X)-eTOM&SID-23.5-CertificationReport_v1.0damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.