Company: Etiya
Product Title: Etiya Telaura CRM Suite V5.0
Product Version: V5.0
Frameworx Version: Version 13.0
Business Process Framework version: Version 13.0
Information Framework version: Version 13.0
Assessment Completion Date: May 2014
Detailed Certification Report: Etiya Telaura Version 5.0 Detailed Conformance Report
Business Process Framework Assessment Summary
TM Forum has reviewed and approved the self-assessment of the product listed here against Business Process Framework (eTOM) version 13.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) conformance scale.
Scope of Assessment – Business Process Framework Footprint
The following figures represent the Business Process Framework Level 2 processes (high-lighted in blue) that were presented in scope for the assessment.
The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.
Product Conformance Summary – Business Process Framework
The following charts gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for Etiya Telaura CRM Suite, Business Process Framework Assessment.
Product Conformance Detailed – Business Process Framework
Etiya Telaura CRM Suite V5.0
Business Process Framework V13.0 – Conformance Results |
||
Business Process |
Conformance Score |
Comment |
Level 1: 1.1.1 – Customer Relationship Management |
||
Level 2: 1.1.1.1 – CRM – Support & Readiness [11/17] |
||
1.1.1.1.1 – Support Customer Interface Management |
4.8 |
Partially Conformant |
1.1.1.1.2 – Support Order Handling |
4.2 |
Partially Conformant |
1.1.1.1.3 – Support Problem Handling |
4.1 |
Partially Conformant |
1.1.1.1.5 – Support Retention & Loyalty |
4.8 |
Partially Conformant |
1.1.1.1.6 – Support Marketing Fulfillment |
4.5 |
Partially Conformant |
1.1.1.1.7 – Support Selling |
4.1 |
Partially Conformant |
1.1.1.1.8 – Support Customer QoS/SLA |
4.0 |
Partially Conformant |
1.1.1.1.9 – Manage Campaign |
4.8 |
Partially Conformant |
1.1.1.1.10 – Manage Customer Inventory |
4.9 |
Partially Conformant |
1.1.1.1.11 – Manage Product Offering Inventory |
5.0 |
Fully Conformant |
1.1.1.1.12 – Manage Sales Inventory |
5.0 |
Fully Conformant |
1.1.1.1.13 – Support Bill Invoice Management |
N/A |
This process was not submitted for assessment. |
1.1.1.1.14 – Support Bill Payments & Receivables Management |
N/A |
This process was not submitted for assessment. |
1.1.1.1.15 – Support Bill Inquiry Handling |
N/A |
This process was not submitted for assessment. |
1.1.1.1.16 – Support Charging |
N/A |
This process was not submitted for assessment. |
1.1.1.1.17 – Support Manage Billing Events |
N/A |
This process was not submitted for assessment. |
1.1.1.1.18 – Support Manage Balance |
N/A |
This process was not submitted for assessment. |
Level 2: 1.1.1.3 – Marketing Fulfillment Response [2/2] |
||
1.1.1.3.1 – Issue & Distribute Marketing Collaterals |
5.0 |
Fully Conformant |
1.1.1.3.2 – Track Leads |
5.0 |
Fully Conformant |
Level 2: 1.1.1.4 – Selling [7/7] |
||
1.1.1.4.1 – Manage Prospect |
5.0 |
Fully Conformant |
1.1.1.4.2 – Qualify Opportunity |
5.0 |
Fully Conformant |
1.1.1.4.3 – Negotiate Sales/Contract |
5.0 |
Fully Conformant |
1.1.1.4.5 – Cross/Up Selling |
5.0 |
Fully Conformant |
1.1.1.4.6 – Develop Sales Proposal |
4.3 |
Partially Conformant |
1.1.1.4.7 – Manage Sales Accounts |
5.0 |
Fully Conformant |
Level 2: 1.1.1.5 – Order Handling [7/7] |
||
1.1.1.5.1 – Determine Customer Order Feasibility |
5.0 |
Fully Conformant |
1.1.1.5.2 – Authorize Credit |
4.5 |
Partially Conformant |
1.1.1.5.4 – Track & Manage Customer Order Handling |
5.0 |
Fully Conformant |
1.1.1.5.5 – Complete Customer Order |
5.0 |
Fully Conformant |
1.1.1.5.6 – Issue Customer Orders |
5.0 |
Fully Conformant |
1.1.1.5.7 – Report Customer Order Handling |
4.7 |
Partially Conformant |
1.1.1.5.8 – Close Customer Order |
5.0 |
Fully Conformant |
Level 2: 1.1.1.16 – Customer Management [4/4] |
||
1.1.1.16.1 – Enable Retention & Loyalty |
4.9 |
Partially Conformant |
1.1.1.16.2 – Establish Customer Relationship |
5.0 |
Fully Conformant |
1.1.1.16.3 – Re-establish Customer Relationship |
5.0 |
Fully Conformant |
1.1.1.16.4 – Terminate Customer Relationship |
5.0 |
Fully Conformant |
Level 2: 1.1.1.17 – Customer Information Management [5/5] |
||
1.1.1.17.1 – Create Customer Record |
5.0 |
Fully Conformant |
1.1.1.17.2 – Update Customer Data |
5.0 |
Fully Conformant |
1.1.1.17.3 – Notify Customer Data Change |
5.0 |
Fully Conformant |
1.1.1.17.4 – Archive Customer Data |
5.0 |
Fully Conformant |
1.1.1.17.5 – Build a unified customer view |
5.0 |
Fully Conformant |
Level 2: 1.1.1.18 – Customer Interaction Management [9/9] |
||
1.1.1.18.1 – Create Customer Interaction |
5.0 |
Fully Conformant |
1.1.1.18.2 – Update Customer Interaction |
5.0 |
Fully Conformant |
1.1.1.18.3 – Close Customer Interaction |
5.0 |
Fully Conformant |
1.1.1.18.4 – Log Customer Interaction |
5.0 |
Fully Conformant |
1.1.1.18.5 – Notify Customer |
5.0 |
Fully Conformant |
1.1.1.18.6 – Track and Manage Customer Interaction |
5.0 |
Fully Conformant |
1.1.1.18.7 – Report Customer Interaction |
4.0 |
Partially Conformant |
1.1.1.18.8 – Authenticate User |
5.0 |
Fully Conformant |
1.1.1.18.9 – Customer Interface Management |
4.9 |
Partially Conformant |
Level 1: 1.1.2 – Service Management & Operations |
||
Level 2: 1.1.2.2 – Service Configuration & Activation [3/9] |
||
1.1.2.2.1 – Design Solution |
5.0 |
Fully Conformant |
1.1.2.2.2 – Allocate Specific Service Parameters to Services |
5.0 |
Fully Conformant |
1.1.2.2.3 – Track & Manage Service Provisioning |
N/A |
This process was not submitted for assessment. |
1.1.2.2.4 – Implement, Configure & Activate Service |
N/A |
This process was not submitted for assessment. |
1.1.2.2.5 – Test Service End-to-End |
N/A |
This process was not submitted for assessment. |
1.1.2.2.7 – Issue Service Orders |
N/A |
This process was not submitted for assessment. |
1.1.2.2.8 – Report Service Provisioning |
N/A |
This process was not submitted for assessment. |
1.1.2.2.9 – Close Service Order |
5.0 |
Fully Conformant |
1.1.2.2.10 – Recover Service |
5.0 |
Fully Conformant |
Level 1: 1.1.3 – Resource Management & Operations |
||
Level 2: 1.1.3.2 – Resource Provisioning [2/8] |
||
1.1.3.2.1 – Allocate & Install Resource |
4.7 |
Partially Conformant |
1.1.3.2.2 – Configure & Activate Resource |
N/A |
This process was not submitted for assessment. |
1.1.3.2.3 – Test Resource |
N/A |
This process was not submitted for assessment. |
1.1.3.2.5 – Track & Manage Resource Provisioning |
N/A |
This process was not submitted for assessment. |
1.1.3.2.6 – Report Resource Provisioning |
N/A |
This process was not submitted for assessment. |
1.1.3.2.7 – Close Resource Order |
N/A |
This process was not submitted for assessment. |
1.1.3.2.8 – Issue Resource Orders |
N/A |
This process was not submitted for assessment. |
1.1.3.2.9 – Recover Resource |
5.0 |
Fully Conformant |
Level 1: 1.2.1 – Marketing & Offer Management |
||
Level 2: 1.2.1.1 – Market Strategy & Policy [1/5] |
||
1.2.1.1.1 – Gather & Analyze Market Information |
N/A |
This process was not submitted for assessment. |
1.2.1.1.2 – Establish Market Strategy |
N/A |
This process was not submitted for assessment. |
1.2.1.1.3 – Establish Market Segments |
N/A |
This process was not submitted for assessment. |
1.2.1.1.4 – Link Market Segments & Products |
5.0 |
Fully Conformant |
1.2.1.1.5 – Gain Commitment to Marketing Strategy |
N/A |
This process was not submitted for assessment. |
Level 2: 1.2.1.5 – Product & Offer Development & Retirement [8/8] |
||
1.2.1.5.1 – Gather & Analyze New Product Ideas |
4.0 |
Partially Conformant |
1.2.1.5.2 – Assess Performance of Existing Products |
4.0 |
Partially Conformant |
1.2.1.5.3 – Develop New Product Business Proposal |
4.0 |
Partially Conformant |
1.2.1.5.4 – Develop Product Commercialization Strategy |
4.8 |
Partially Conformant |
1.2.1.5.5 – Develop Detailed Product Specifications |
4.6 |
Partially Conformant |
1.2.1.5.6 – Manage Product Development |
4.5 |
Partially Conformant |
1.2.1.5.7 – Launch New Products |
4.3 |
Partially Conformant |
1.2.1.5.8 – Manage Product Exit |
4.3 |
Partially Conformant |
Level 2: 1.2.1.6 – Sales Development [1/3] |
||
1.2.1.6.1 – Monitor Sales & Channel Best Practice |
N/A |
This process was not submitted for assessment. |
1.2.1.6.2 – Develop Sales & Channel Proposals |
N/A |
This process was not submitted for assessment. |
1.2.1.6.3 – Develop New Sales Channels & Processes |
4.7 |
Partially Conformant |
Level 2: 1.2.1.7 – Product Marketing Communications & Promotion [6/6] |
||
1.2.1.7.1 – Define Product Marketing Promotion Strategy |
5.0 |
Fully Conformant |
1.2.1.7.2 – Develop Product & Campaign Message |
5.0 |
Fully Conformant |
1.2.1.7.3 – Select Message & Campaign Channels |
5.0 |
Fully Conformant |
1.2.1.7.4 – Develop Promotional Collateral |
5.0 |
Fully Conformant |
1.2.1.7.5 – Manage Message & Campaign Delivery |
5.0 |
Fully Conformant |
1.2.1.7.6 – Monitor Message & Campaign Effectiveness |
5.0 |
Fully Conformant |
Level 1: 1.2.2 – Service Development & Management |
||
Level 2: 1.2.2.3 – Service Development & Retirement [1/7] |
||
1.2.2.3.1 – Gather & Analyze New Service Ideas |
N/A |
This process was not submitted for assessment. |
1.2.2.3.2 – Assess Performance of Existing Services |
N/A |
This process was not submitted for assessment. |
1.2.2.3.3 – Develop New Service Business Proposal |
N/A |
This process was not submitted for assessment. |
1.2.2.3.4 – Develop Detailed Service Specifications |
5.0 |
Fully Conformant |
1.2.2.3.5 – Manage Service Development |
N/A |
This process was not submitted for assessment. |
1.2.2.3.6 – Manage Service Deployment |
N/A |
This process was not submitted for assessment. |
1.2.2.3.7 – Manage Service Exit |
N/A |
This process was not submitted for assessment. |
Level 2: 1.2.3.3 – Resource Development & Retirement [1/7] |
||
1.2.3.3.1 – Gather & Analyze New Resource Ideas |
N/A |
This process was not submitted for assessment. |
1.2.3.3.2 – Assess Performance of Existing Resources |
N/A |
This process was not submitted for assessment. |
1.2.3.3.3 – Develop New Resource Business Proposal |
N/A |
This process was not submitted for assessment. |
1.2.3.3.4 – Develop Detailed Resource Specifications |
5.0 |
Fully Conformant |
1.2.3.3.5 – Manage Resource Development |
N/A |
This process was not submitted for assessment. |
1.2.3.3.6 – Manage Resource Deployment |
N/A |
This process was not submitted for assessment. |
1.2.3.3.7 – Manage Resource Exit |
N/A |
This process was not submitted for assessment. |
Report Misuse: Frameworx conformance is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].
Disclaimer. TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.