End-to-End Order Management Solution
NetCracker’s End-to-End Order Management Solution was developed in full compliance with TM Forum standards including eTOM, SID, and TAM, as well as OSS/J and MTOSI to ensure that fixed, wireless, and converged CSPs can achieve optimized, efficient order processing and service delivery. The solution automates the entire chain of order management processes for all existing and emerging communication products and bundles for mass market and B2B offerings. Specifically, it performs: Pre-qualification, service design, and configuration; Order validation, order decomposition, and orchestration; Suborder management, process monitoring, and task management; Order lifecycle management; and Supplier/partner interaction management.
The true value of any solution is only understood, of course, when key metrics have been captured after the solution has been implemented, tested, and put into production. To that end, three implementations of NetCracker’s Order Management solution are described below to demonstrate the power of its features as well as its ability to be rapidly adapted to a number of diverse service provider needs.
Case Study #1: Accelerating Innovative Service Delivery: The operator is a Canadian, Tier 1 multi-service company. The customer wanted to improve customer experience through streamlined personalized service delivery across all channels and to address the following challenges: Speed the delivery of innovative services to the growing customer base; Rapidly configure products and services and orchestrate order processing for triple and quad play services; Support new business and operational requirements; and Develop self-service capabilities.
NetCracker’s Order Management solution was the core of this comprehensive implementation whose scope covered Customer Self-Service portal, Order Capture functionality, Quotation Management, Discount and Pricing Engine, Product Catalog, Subscriber Repository, Product Order Management, and Service Order Management.
The project began in Q2 2010 and ended in Q1 2011 — which is one of the shortest timelines for completing a project of this scope. This was possible because of NetCracker’s agile implementation methodology and out-of-the-box product combined with extensive configurability capabilities, and the overall functional and architectural alignment with industry standards. The use of SID enabled NetCracker to complete data mapping 46% more quickly compared to a custom approach, with a reduction in man-hour costs of almost 50%. Use of TAM allowed us to carry out architectural design 2.1 times more quickly. Using the eTOM approach allowed us to define the customer’s operational and business processes approximately 70% faster. The solution enables this customer to differentiate itself from competitors through increased customer satisfaction, 56% reduced time to market, and reduced cost of operations.
Case Study #2: Complex IP Service Delivery: The customer, a leading telecommunications and information services company in the APAC region, provides a comprehensive range of services for mass market and B2B. The customer needed a solution that would deal with high operational costs resulting from manual order processing, excessive order fallouts, and re-working of orders; excessive time-to-revenue for new services resulting from inefficient service design and implementation; lost customer opportunities resulting from inaccurate service provisioning, excessive delays, and SLA breaches; and inability to efficiently deliver rapid and cost-effective complex IP solutions.
NetCracker delivered a comprehensive, modular solution that provided a pre-integrated Service Catalog, streamlined fulfillment for over 60 IP products, and enough scalability to support 1,800 users and 500 concurrent users. Use of SID reduced post-production configuration and training costs by as much as 2.4 times, and the use of TAM allowed us to carry out the architectural design almost 2 times more quickly compared to non-standardized approaches. Using the eTOM business process model allowed us to achieve the necessary functional granularity for workflows and business processes and this, in turn, allowed us to map the customer’s processes approximately 240% time faster (5 days to 12 days) compared to a non-standardized approach.
The solution enabled the operator to deliver significant value to its business customers through integrated workflow from sales order through to activation. In addition to a 30% reduction in end-to-end fulfillment time (despite a 100% increase in orders), the operator significantly increased customer satisfaction by delivering first-contact, end-user value through instant access to and knowledge of the end-user network.
Case Study #3: Accelerating Business Transformation: End-to-End Fulfillment for a Converged Tier 1 Service Provider: The customer, one of the most innovative telecom operators in the G.C.C. serving customers in mass market, business, and carrier segments, wanted to automate the Order Management and Service Fulfillment process with the aim of ensuring enough scalability to further extend its market presence and to reduce day-to-day operational expenses. One of the key challenges was enhancing the efficiency of the service order management process. The service order management transformation included cross-domain integration, optimization, flexibility, and configurability. The transformation applied to all of the customer’s converged networks. The use of SID reduced time required for data mapping by 55% and integration costs by 43%. The use of TAM reduced time spent on decommissioning legacy systems by 2.4 times.
NetCracker’s implementation-proven Order Management solution, delivers numerous high-value benefits that increase differentiation and competitive advantage, and include reduced OpEx and TCO; Reduced time to market and time to revenue for new services and technologies; Improved QoS and customer experience; and Automated fulfillment of new and legacy products and services over heterogeneous customer networks. Adherence to standards also reduces the cost, time, and risk associated with solution design, deployment, and configuration.
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