Service Activation. Service design, Feasibility Check - Sunvizion

Enterprise service delivery in just a few minutes?

SunVizion Service Order Management fully automates service activation process for enterprise and individual clients. The solution enables the user to create the service order with just one click. By reducing the time of service delivery to a few minutes, the solution greatly increases customer satisfaction and improves competitiveness of the service provider.

Step One

Service order generation

The user specifies what service should be delivered, when and to what location
SunVizion supports all possible ways of order generation:
- by external CRM systems (via API),
- by customer service office
- by the client himself via a dedicated portal.
The order is validated by the system with the usage of business rules regarding the completeness, correctness and consistency of the data entered and the parameters provided
The order is initiated

Service Order Management - Activation

Step Two

Service design

SunVizion starts automatic feasibility check: the system detects the possibility of connecting the client to the network or connecting two locations with each other; SunVizion not only checks if there are required physical resources in the network, but also verifies network capacity required to provide a service
Availability of network resources necessary to provide the service is checked (with the use of Resource Inventory)
Instances of customer facing services and resource facing services (using the Service Inventory & Service Catalog) are created
System indicates which network resources are necessary to provide the service.

Service Order Management

Step Three

Field Service Activation & Provisioning

SunVizion designs the required service order by creating the service instance and automatic assignment of network resources necessary to provide the service
The process responsible for orchestration of all tasks related to service activation is started: individual work orders related to activation of the service may be sent to field teams (using the SunVizion Workforce module) or they can be sent automatically to external provisioning systems.

Step Four

Service is Activated

Service Order Management Telecom

The whole process takes a few minutes and it's done automatically.

What is Service Order Management?

Service Order Management (SOM) starts with taking the customer’s details (eg name, address, desired service type, etc) and ends with the customer being able to use the service they requested. However, there are a number of activities that need to occur between the start and finish of this end-to-end process.

Service Order Management often incorporates or interacts with many other functions including:

Order Entry (eg Customer portal, eCommerce and/or Sales Support)
Customer Relationship Management (CRM)
Product Catalog / Offer Catalog
Configure / Price / Quote (CPQ), including validators such as credit checks and service qualification (SQ)
Project / Work-Order / Workflow Engine
Order Processing / Decomposition
Service Design
Resource / Inventory allocation
Order Provisioning and Fulfillment
Workforce and Resource Dispatch
Service Activation
Service Test and Tune-up
Service Activation Notification (RFS – Ready for Service notification)
/ Invoicing (including subscription or usage-based pricing)
SLA Management
Establish support (eg Customer Self-Care)
Revenue assurance and/or leakage detection
Analytics

Why is Service Order Management so important?

The Order to Activate (O2A) or Quote to Cash (Q2C) process that a service order management tool coordinates and controls is arguably a telecom network operator’s most important. The service order management process is responsible for bringing customers onto the network infrastructure that the organisation has invested so much time and resources into building. As such, service order management is largely responsible for deriving a return on that, often huge, investment.

The efficacy of the service order management process also has a significant impact on customer satisfaction levels and related metrics like NPS (Net Promoter Score). It’s the O2A process that drives RFS (Ready for Service) times and initial interactions between customer and provider. A speedy RFS time with no delays or process fall-outs will ensure a happy customer. Delays in service delivery times and/or fall-outs that require interventions by customer and provider alike have the reverse effect. Disaffected customers drive an increase in an operator’s most dreaded metric, churn, or loss of customer to a competitor.

In addition to churn minimisation, effective SOM tools and strategies also drive cost and cash-flow optimisations across many dimensions for an operator.

SunVizion Service Order Management