Category: (2) TAM Application Type
Application Identifier: 5.4.1
Maturity Level: 4
Customer self empowered fulfillment applications provide an internet technology driven interface to the customer to undertake a variety of fulfillment functions directly for themselves. These applications interact to provide fully automated service or assisted service over all customer self management touch points. These applications tend enable rapid order-to-activation while reducing operating costs through improved efficiency and integrated flow-through-fulfillment. Today’s communications products and services carry commodity oriented attributes requiring easy activation, amendment and consumption, rapid and comprehensive introduction to customers while bringing together customer consumption interests and service provider’s business interests in a seamless and consistent manner.
It is assumed that the user is not as savvy as the employee at the call center. The customer experience should support a simple flow that capitalizes from the advanced application flows defined by the order management applications (cf. Order Management Applications).
In functional terms customer self-empowered fulfillment generally provides a comprehensive collection of self-service functionality supporting all stages of the customer facing fulfillment cycle, including
Corporate customers should benefit from additional features as required for their daily tasks:
Bulk ordering
This was created from the Frameworx 16.0 Model