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Frameworx Application: Customer Self Empowered Fulfillment

Category: (2) TAM Application Type

Application Identifier: 5.4.1

Maturity Level: 4

Overview

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).

Functionality

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

  • Product catalogue and Offerings browsing - Product Catalogue and Offerings browsing (versioning driven)

  • Guided selling driven view for offer eligibility

  • Shopping cart driven order management:

  • Check Availability

  • Check Eligibility

  • Check Compatibility

  • Quote Price

  • Order Status

  • Payment capture

  • Installation preferences capture

  • SLA preferences capture

  • Account creation for anonymous user

  • Assigned products maintenance

  • Rate plans amendment

  • Alerts and notifications setting

  • Knowledge Management Access - Access to Knowledge Management database & solutions to common problems

  • Access to Call center agents

  • Reports on fulfillment and SLA aspects

Corporate customers should benefit from additional features as required for their daily tasks:

  • Bulk ordering

  • Customer hierarchy driven ordering

  • Mass changes (activation; configuration)

  • Eligibility management for the business customer admin

  • Organizational approval process

  • Equipment management (allocation; activation)

Supported Business Services

  • Order Management

  • Billing Management

  • Customer Service / Account Problem Resolution

  • Service Problem Resolution for Order exception handling

  • Customer Information Management

  • Knowledge Management

  • SLA Dashboard

  • Activation and Provisioning

  • Resource Management

(2) TAM Application Type Customer Self Empowered Fulfillment

Appears on these diagrams:

Frameworx Domains (Horizontal)


This was created from the Frameworx 16.0 Model


Created from the TM Forum Model Frameworx 16.0.0 on 6/13/2016 at 22:31