Page 348 - Handbook of Modern Telecommunications

Network Management and Administration 3-139

This process includes the following information:

• Customer name, address, contact information
• Customer organizational hierarchy (relevant for business and corporate customers)
• The customer’s existing products/services
• The customer’s billing accounts (the CRM application should be capable of linking multiple bill-
ing accounts that may be managed by different billing systems)
• The customer’s current and past orders (linked to order management)
• The customer’s current and past trouble tickets (linked to service/account problem resolution)
• The customer’s interactions with the service provider

3.6.3.3 Customer Interface Management
This process may be distinct or may be performed as part of the individual Customer Relationship
Management Processes on an individual service or cross-service basis.
These processes directly interact with customers and translate customer requests and inquiries into
appropriate events, such as the creation of an order or trouble ticket or the adjustment of a bill. The pro-
cess logs customer contacts, directs inquiries to the appropriate party, and tracks the status to comple-
tion. In those cases where customers are given direct access to service management systems, this process
assures consistency of images across systems, and security to prevent a customer from harming their
network or those of other customers. The aim is to provide meaningful and timely customer contact
experiences as frequently as the customer requires.
Principal functions are:

• Manage Contact: Manage all contacts/requests between potential or existing customers and the
enterprise. It deals with the identification of the contact, its development, enhancement, and
update.
• Manage Request (Including Self-Service): Manage all requests (inbound and outbound) made by
potential and existing customers. It receives the request and either enables its originator to auto-
matically fulfill it or identifies and activates the opportune process to accomplish the request.
• Analysis: Perform all necessary analysis on closed (completed or unfulfilled) requests and on cus-
tomer contacts. It generates related reports to be utilized for process improvement activities, pro-
active problems prevention, up-sell opportunities definition, etc.
3.6.3.4 Selling/Sales Process
This process is part of the Fulfillment end-to-end (vertical) grouping and the CRM (horizontal) process
group as well.
This process encompasses learning about the needs of each customer, and educating the customer
about the communications services that are available to meet those needs. It includes working to create
a match between the customer’s expectations and the service provider’s ability to deliver. Depending on
the service provider process it can be pure selling or can include various levels of support. The sales pro-
cess may include preorder work and interfaces. The aim is to sell the correct service to suit the custom-
er’s need and to set appropriate expectations with the customer. SLA negotiation, Request for Proposal
(RFP) management, and negotiation are led from this process.
Principal functions include:
• Learn about customer needs
• Educate customer on services
• Match expectations with respect to offerings and products
• Arrange for appropriate options
• Forecast service demand
• Manage SLA and RFP negotiations