Frameworx Application: Customer Order Management

Category: (1) TAM Application Type

Application Identifier: 5.3

Maturity Level: 4

Overview

Customer Order Management applications manage the end to end lifecycle of a customer request for products. This includes order establishment (step guiding, data collection and validation), order publication as well as order orchestration and overall lifecycle management. A customer request may also pertain to already purchased product(s). Thus the Customer Order Management application handles order requests to suspend, resume, change ownership, amend, add, change and discontinue existing ordered products. Customer Order Management application should support repackaging of the purchased offers into alternate product offering (may require sales/contract negotiation). Customer Order Management applications typically serve all the customer touch points / channels, including call center, retail, self-service, dealers, affiliates, etc. The order may be initiated by any channel and visible to the other channels if needed.

Functionality

Customer Order Management applications provide the following key functionality:

• Customer Order Establishment

• Customer Order Publication

• Customer Order Orchestration

• Customer Order Lifecycle Management

Supported Business Services

• Customer Information Management

• Product Catalog

• Provisioning Request (on Product Orders) and notification tracking

• Channels (Self Service, Retail, Dealers, etc.)

• Billing / Collection / Receivables

• Service Resource Management

• Workforce management

• Inventory Management / Network Discovery engine

• Credit Bureau Service

• Address Validation and Completion

• Serviceability check request (on Product orders)

• Intelligent Network (for prepaid activation)

• General Ledger

• Document Management (search scanned contracts and product literature)

Exposed Contracts

• Customer Qualification

(1) TAM Application Type Customer Order Management

Appears on these diagrams:

• 5. Customer Management Domain
• 5.3 Customer Order Management
• Application Framework Level 1 Overview

is a more detailed diagram for the

• 5.3 Customer Order Management

Frameworx Processes (Automated TAM to eTOM)

• Bill Inquiry Handling
• Bill Invoice Management
• Enable Retention & Loyalty
• Order Handling
• Order Handling
• Problem Handling
• Selling
• Service Configuration & Activation

Issues

• Place Order
• Renew Contract

Frameworx Domains (Horizontal)

• Customer Domain

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