Order Management
Consistent and faster
order delivery
Optimized and automated order management process for communication and cloud service providers.
20-40%
Shorter Order Processing Times
25-50%
Error Rate Reduction
20-30%
Higher Processed Order Volumes
15-30%
Service Delivery Cost Reduction
Automate and unify your quote-to-order
Save time, avoid errors, and ensure 100% order accuracy with a fully automated quote to order conversions.
- Automatically create orders and workflows from closed-won CRM opportunities and electronically signed quotes
- Follow the same, automated process across all order sources: CRM opportunities, Customer Portal or the API
- Manage various order types (new, cancel, change, replace, re-term, re-rate, etc.) in the same, unified way
- Automatically select workflows based on products and order types
Optimize order delivery
Get a handle on your customer orders and tasks, increase efficiency, and reduce errors with workflow- and task-based order management.
- Increase efficiency with fully automated task lists, user assignments and handoffs
- Obtain full visibility into your delivery process with out-of-the-box performance metrics and KPI reports
- Stay on top of your delivery schedule and know when revenue is coming with continuously updated forecasts
- Manage risks through identifying, communicating, tracking, assigning ownership, resolving and reporting on risk conditions
Keep your team and your customers informed 24/7
Eliminate communication bottlenecks with real time updates for both internal teams and customers for best-in-class customer experience.
- Never drop the ball with overdue tasks escalations and last touch tracking
- Ensure top-notch customer care by providing account managers and sales reps with a 360° order progress information in the CRM
- Notify customers in real time about milestone completions and updated estimated delivery dates via the Customer Portal
- Exchange comments with customers via the portal for efficient order delivery communication
Leverage and integrate your existing systems
Seamlessly integrate 3rd party systems such a as billing, provisioning and others to implement complicated delivery scenarios all the way up to “zero-touch” provisioning.
- Leverage built-in billing connector framework for automated billing integration ensuring data consistency across the entire quote-to-cash process, i.e., what is quoted, is delivered, and billed
- Easily integrate with third party systems for provisioning, third-party ordering, hardware configuration, customer satisfaction surveys and others
Financial forecasting and reporting
Control your financials every step of the way throughout the delivery process, before numbers appear in billing and ERP systems.
- Track full financial impact of orders and individual line items: new, lost, uptick/downtick and net revenue, profit & margin
- Determine exactly when revenue is realized or lost via real time delivery forecasts based on current order workflows progress
Order Management Highlights
Order Submission
- Automated order creation from closed-won opportunities
- 100% quote-to-order match
- Support for new service requests, cancellations, changes, re-terms, re-rates and other order types
- E-commerce orders from the Customer Portal and API
Order Processing
- Multiple line items on a single order
- Various line-item types within an order
- Management of the entire order or each item individually
- Automated creation of new services (new service requests) and workflows (for all order types)
Provisioning Workflows
- Automated workflows creation based on products and order types
- Accurate management with per order item workflows
- Tasks and dependencies
- Queue and user task assignments
- Auto-assignment rules
- Task completion conditions
- Gantt charts and Kanban boards
Billing Integration
- New service creation in billing
- Automated change (add-ons, re-rates, disconnects, etc.) synchronization to billing
- User-initiated or workflow-initiated synchronization
- Support for any billing system with REST or other API
Forecasting
- Financial impact tracking (new, lost, uptick/downtick and net revenue and profit) for each order item
- Real time forecasts for accurate delivery projections
- Baseline vs. expected vs. actual tracking
- Expected delivery and other, select forecast information available in the Customer Portal
Automation & Integration
- Automated, code execution tasks in workflows
- Extensible with user-defined code
- Pre-built tasks for service and order manipulation (e.g., start service)
- Ability to interface with external systems (e.g., send a survey)
