Customer Order Management

NetCracker’s Customer Order Management facilitates the tracking and management of numerous customer orders in multi-service, multi-vendor environments, provides CSRs with tools for effective customer interactions, and offers intelligent guidance for the assembly of targeted bundles. Enabling quick access to customer and product information as well as effective navigation within that information, it provides tips for cross-sell/up-sell recommendations, allows the average order size to be increased, produces higher ARPU, and improves the customer experience.

Our Customer Order Management functionality perfectly meets the needs of both retail and wholesale Communications Service Providers.

NetCracker’s Customer Order Management includes the following modules:

• Order Entry: provides a comprehensive view of customer and product information on a single screen and facilitates order entry and order tracking via one of several user interfaces (e.g. CSR workstations, remote points of sale, self-service portals)
• Order Management: automates customer order decomposition, processing, and orchestration. It allows validated orders to be parsed, decomposed, and then mapped to underlying services and resources, and thus initiates the fulfillment process.
• Monitoring & Control: provides supervision of the customer order management process and enables performance measurement, statistical analysis, and problem detection. It allows operational efficiency to be improved as well as proactive handling of potential issues.

Key Benefits Include:

• Enhanced customer satisfaction and loyalty through personalized product offerings and order transparency
• Increased ARPU through intelligent tools for targeted order assembly and auto-suggestion capabilities
• Accelerated time to market through improved accuracy and reduced order processing time
• Minimized jeopardy and order fallout through pre-integration with Service Order Management and Service Activation

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