Order Management systems are complex systems that
Allow customer or customer service representatives to capture and
process new orders
Modify existing orders
Process customer moves and changes, price quotes and orders, validate
orders, etc., while supporting multiple channels such as Web, Order
template documents and partner applications as well as multiple lines of
Order Management System
1. A customer goes to a service provider’s portal to
add converged services to his or her existing
2. The order management system verifies and
processes the order based on its product catalog
(which is in sync with the product control
center) and service catalog, then decomposes
and sends a service order to inventory system.
The inventory system allocates resources.
3. The order management system submits the order
to an activation system.
4. The service activation system provisions the
service and sends activation data to the order
5. The order management system notifies the
simulated billing system that the new product
has been purchased by the customer and its
services activated. The service activation system
also notifies the subscriber portal and CRM about
a new subscription to the service.
Functions of Order Management
Order Entry and validation :-
Order Entry process :-
captures order details such as package or plan, service address, service details, customer
accounts, relevant contacts and applicable contracts.
Orders can be validated as the data is entered and/or validation after all the data has
Products/solutions that validate order data as they are entered and walk the user through the
product configuration process
Functions of Order Management
Order Decomposition :-
A single customer order can be decomposed into one or more service requests,
typically based on service types or quantities, in order to be able to fulfill an
For example, if a customer order contains both a VoIP order and a phone line order, two
service requests would be created, one each for VoIP and the phone line, each of which
would be sent to the appropriate provisioning systems.
Features of Order Management
• Quote and Order Management
Eliminate quote and order errors with total quote-to-order-to-cash business process
integration across sales, finance and fulfillment, as well as centralized management of
all quotes and orders
Ensure that sales is quoting based on the latest pricing and discounting rules, and
increase average order size by incorporating upsell management.
• Streamlined Order Fulfillment
Automate shipping processes with NetSuite's out-of-the-box integration with UPS, FedEx
Reduce fulfillment errors by electronically routing orders to suppliers for drop shipping
Improve the returns process with integration between order management and return
merchandise authorization (RMA).
Features of Order Management
• Billing Management and Invoicing
Get bills into customers’ hands sooner and accelerate cash flow by integrating the entire
quote-to-order-to-bill process, which enables faster billing and greater billing accuracy
Eliminate the risk of error with centralized customer, order and invoice records shared across
Reduce DSO with real-time dashboards and detail reports that let you monitor orders
Automate invoicing as well as complex recurring, time and project-based billing.
• Enable Customer Self Service
Differentiate yourself from your competition by providing your customers with complete self-
service access to order and delivery status, as well as payment and demographic information
Increase the ease of doing business with your company by allowing customers to manage their
bills and their payment information online
Reduce the customer-call burden on your staff.
Benefits of Order Management
Unique Feature Set:-
Allows customers to search for orders, order status, automatically or manually
change an order status, escalate orders and set timers and reminders.
Used by telecommunication operators in Russia and CIS countries, Netris OMS is
known as a proven, flexible and reliable solution.
A pure J2EE application with an open, flexible architecture that integrates
seamlessly into existing support environments.
Provisioning is the process of preparing and equipping a network to allow it to
provide (new) services to its users.
Functions of Provisioning
Applies service order details to the selected service template to determine
customer location, serving areas, available Cos and POPs.
Automates and tracks activities associated with complex provisioning or
network change processes, overseeing timely execution of tasks and in the
Reduces the time required to deliver services.
Order Intake web Interface
Automatic email notifications to
Order Activation Details internal and external users
Work Order automates and tracks the progress of each activity in the
provisioning process, overseeing that all activities are executed at the right
time and in the appropriate order.
Work Order enables service providers to create order templates based on
their internal business rules and processes. Individual users and work groups
in an operator's organization are assigned activities, and as each step in the
process is completed, Work Order's Workflow Engine progresses to the next
step in the process.
Benefits of Provisioning
• Speed time-to-market of services by
replacing manual processes with
• Maximize operational efficiency and staff
productivity by Flow-through service
provisioning reducing work hand-off and
• Increase customer satisfaction by meeting
service demands more quickly and
• Focus on provisioning exceptions, rather
than entire process.
• Make business processes visible, auditable
What is Activation?
The service activation component provides for service-
Produces correct sets of commands to activate, de-activate, or test the physical
and logical components that comprise the service.
Components of Activation
Activation Script Templates:-
store activation scripts and associated parameters and enable users to
browse, add, modify, or delete them.
Service Level scripts:-
Enable the service order to be decomposed and contain commands to activate the service.
Unit Level scripts:-
Execute the activation commands on the network.
Processes Activation scripts for each managed device.
Applies a set of validation rules to each script.
Produces activation tasks.
Components of Activation
timely executes of tasks according to their rank or priority.
Minimizes the time and effort required to –
Reverse activation settings
Suspend the process
Reschedule unsuccessful operations.
Facilitates interaction with the network equipment and server operating systems.
Functions of Activation
Automatically activates services end-to- end across multi-vendor, multi-
Enables service providers to deploy any type of equipment in their network,
as it supports virtually all types of technologies and vendor equipment.
Reduces service delivery bottlenecks caused by slow and inefficient manual
Monitors the activation process flow
Can automatically “roll back” the network to its previous state in case of an
Provides an audit trail of activation operations, including overall activation
times and network element replies, for business intelligence purposes.
Benefits of Activation
• Freedom of choice to incorporate any type of device in the network
• Activate services across convergent networks swiftly and error-free
• Accelerate service delivery by automating service activation
• Improve operational efficiency by replacing resource-draining processes with
• Reduce operational costs by eliminating errors due to manual input
• Rapidly meet market demands and increase customer satisfaction
CA & BA are generated
2 5 6
Kiosk Order MML
IVRS Management 3 Activation 4
Call • Creation of Postpaid Provisioning
Center Management connection
• Creation of IMSI
• Provision of ISD
Billing System MSC SGSN/
• CA No. UDR UDR
• BA No. IPDR
• Billing Cycle
• Credit Limit
• Type of Service Mediation
• Date & Time of
• Master Data of all IMS VAS
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