Category: (2) TAM Application Type
Application Identifier: 5.4.2
Maturity Level: 4
Overview
Customer self empowered assurance applications provide an
internet technology driven interface to the customer to undertake a variety of
assurance functions directly for themselves. These applications interact to
provide fully automated service or assisted service over customers touch points.
These applications create enablement for customers to assure the service level
that they benefit from their service provider.
Functionality
Self empowered assurance applications include the following
features:
- Account management - Account management (such as contact
attributes)
- Self registration to online services
- Service requests management:
- Service request submission
- Service request amendment
- Service request closure
- Users management
- Alerts and notifications setting
- Address book management
- Access to Knowledge Management database & solutions
to common problems
- Access to call center agents
- Service Requests and SLA Reporting - Reports on service
requests and SLA across services
Corporate customers should benefit from additional features
as required for their daily tasks:
- Users and roles management
- Mass changes
- Contacts management
- Customer hierarchy driven service requests
- Organizational approval flow
Supported Business Services
- Order Management
- Billing Management
- Customer Service / Account Problem Resolution
- Service Problem Resolution for trouble ticket handling
- Customer Information Management
- Knowledge Management
- SLA Dashboard (for incident and entitlement tracking)
- Activation and Provisioning
- Resource Management
