Service Activation. Service design, Feasibility Check - Sunvizion

Communications service delivery in just a few minutes

SunVizion Service Order Management fully automates the service activation process for both enterprises and individual clients. The solution allows users to create a service order with just a single click. By decreasing the service delivery time to a few minutes, the solution significantly increases customer satisfaction and boosts the competitiveness of the service provider.

Step One

Service Order Generation

The user indicates the desired service, delivery time, and location
SunVizion accommodates various methods of order generation:
- Through external CRM systems (via API)
- Via customer service offices
- Directly by the client through a dedicated portal.
The system validates the order using business rules to ensure the data entered is complete, accurate, and consistent
The order is initiated

Service Order Management - Activation

Step Two

Service Design

SunVizion initiates an automatic feasibility check:
- The system assesses the possibility of connecting the client to the network or connecting two locations with each other
- Beyond checking for the necessary physical resources in the network, SunVizion also verifies the network capacity required to deliver a service
The system checks the availability of network resources needed to provide the service, utilizing the Resource Inventory
SunVizion reserves the necessary resources to ensure service provisioning
Instances of both customer-facing services and resource-facing services are created using the Service Inventory & Service Catalog

Service Order Management

Step Three

Field Service Activation & Provisioning

SunVizion configures the service order by creating the service instance and automatically assigning the necessary network resources for service delivery
The orchestration process begins managing all tasks related to service activation:
- Individual work orders for service activation can be dispatched to field teams through the SunVizion Workforce module
- Alternatively, they can be sent automatically to external provisioning systems.

Step Four

Service is Activated!

Service Order Management Telecom

The entire process takes just a few minutes and is 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