Communications Foundation and Solution

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Solution Details - Overview

Savvion Communications Order Management Solution (COM Solution) is a carrier grade solution to orchestrate the service provisioning and fulfillment activities of customer orders for the communications industry. It supports New Service orders, MACD (Move, Add, Change, and Disconnect) orders, and Revision/Supplement orders for multiple bundled service offerings.

The new challenges of a rapidly changing environment

• With the demand for new and converging services and technologies, communications service providers are challenged to provision and fulfill their customer's service requests under a common customer order, in a rapid and flexible manner across multiple services offerings.
• As the push intensifies for quad-play services (the offering of voice, data, content and mobile services under a bundled service offering), communications service providers must present a consolidated customer offering and view.  Achieving this challenging result with different and constantly changing OSS/BSS eco-systems, many times inherited through mergers and acquisitions, is a tough task.
• The need for end-to-end order visibility throughout the order lifecycle —order entry, service provisioning &fulfillment, and billing— to enhance the communications service provider’s proactive responsiveness and thereby improve the overall customer experience.
• A communications service provider's ability to handle jeopardies and exceptions to their order process in a rapid, real-time manner without affecting the completion schedule is fast emerging as the competitive differentiator to guarantee customer satisfaction and to retain customers within a highly competitive market place.
• The additional challenge of mid-stream (or in-flight) revisions to service orders affect a major percentage of orders, which needs to be managed efficiently to control the cost of service to a service provider and ensure customer satisfaction and retention.

These challenges have been amplified with the rate of business change in the communications industry.

Our Solution

• The Savvion COM Solution enables rapid deployment and dynamic order processing in response to the changing business environment.
• Savvion COM Solution is built on top of our core Savvion BusinessManager (SBM) Suite.  It offers the rapid deployment, process modeling change, and the end-to-end visibility of a BPMS solution within a carrier-grade order management solution, able to support both complex service offerings and high transaction service offerings.
• By supporting multiple service offerings with different infrastructure, it is now possible to incorporate bundled services with dependencies across services and across multiple OSS/BSS eco-systems.
• Communications service providers now have the ability to extend the process solutions to external groups such as suppliers and partners, thus providing a higher value to their customers and partners.

Solution Benefits

• Shortened time to market of new products and services
• Improved customer experience and retention
• Reduced operating cost and delivery time of service provisioning
• Ability to support ‘triple/quad play’ bundled service offerings across multiple OSS eco-systems
• End-to-end order visibility
• Leveraging existing OSS/BSS assets

Solution Features

• Customer Order Hierarchy and Order Decomposition
• Installs of New Service, and Adds, Changes, and Disconnect of Existing Services
• Managing in-flight Revision Orders and Supplement Orders
• Jeopardy & Exception Handling Framework
• Dependency and Synchronization within and across different service order tasks
• Parameter-driven Assignment Routing
• Common Order UI Framework

Implementation

Savvion COM Solution easily integrates with one or multiple Order Entry/CRM, Network Inventory, Service Activation, and Billing systems as well as Legacy Order Provisioning and Legacy Dispatch systems to create the best-in-class solution. Working within a Communications Service Provider’s architecture, the Savvion COM solution enables effective management of bundled service orders with dependencies across service tasks. It also facilitates management of field services and other performing group allocations according to geography, skill set, and other business defined parameters.

Savvion COM solution supports multiple service offerings including wireline, wireless, content and data service, as well as any future service offering under a common Customer Order.