Core Requirements--Order Handling Features and Functions

• Self-maintained workflow to enable seamless order management of any service


• Access to the order data, by any relevant organization. Data available to each organization should be based on authorization


• Automatic transfer of work orders to the relevant organization, for fulfilling the order


• Automatically activate an account and close an order upon completion notification


• Capture of order and service requirements through all contact channels. The functionality is integrated into the CC&B solution


• Automatic display of the correct terms and penalties when the customer wishes to change their service or tariff


• Prevention of orders if the customer is bound by contractual terms forbidding user-defined change


• Secure environment for storing, processing, and verifying credit card details


• Escalation process to manage outstanding tasks, in the relevant section of the workflow


• Activate a task that is dormant


• Prioritization of the completion of orders by location, geography, BSC


• Prioritization of the completion of orders by customer segment


• Check stock level by product


• Check stock level by delivery date


• Check stock level by location


• Suggest alternate product based on stock availability


• Send out status updates and acknowledgements to the customer through multiple contact channels (e.g., SMS confirmation of delivery report, e-mail read receipt, etc.)


• Override system-specified delivery date for high value customers


• Override system-specified delivery date for any customer having specific authorization


• Real time order processing


• Batch order processing


• Set activation and deactivation dates for future processing


• Set work orders for activation on a future date


• Customers may have multiple subscriptions


• Recycle account numbers through rules defined by the user


• Load telephone numbers into the system by number range


• Reserve identifying numbers based on customer type, sales person, or dealer, etc.


• Prioritize certain service requests or amendments, as defined in a customizable manner within the customer profile


• Receipt of service orders registered in the customer care database


• Receive a service order from external systems, such as operational support systems (OSSs), via a standard interface


• Establish the customer profile to include information such as the customer name, address, and subscribed supplementary services


• Display the customer account, service, and supplementary services status, showing if they are active, inactive, or disconnected


• Check and display previous and current service orders for the service in question


• Print a copy of the service order


• Define hierarchical technical workgroups to identify the group that is assigned to handle a service order


• Authorized assigning and changing of the assignment of a service order to a selected workgroup, based on the service order type, location, and jurisdiction


• Sort, filter, and report on service orders based on several criteria such as workgroups, exchanges, and service order dates


• Dispatch the assigned service order via fax, e-mail, or printing of the service order


• Receive service order updates via fax, e-mail, or manual entering


• Track open service orders, and issue reminders based on the assigned expected execution dates


• Service orders that are created based on service orders in the customer care system that automatically provide an on-line status update to the customer care system along with the expected completion date


• Close completed service orders


• Update customer records, including billing information, with the relevant information pertaining to the executed service order


• Updating of customer records, including billing information, with the relevant information pertaining to the executed service order