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Customer Management
Customer Management
Revenue Management
Services Fulfillment & Assurance
Resource Management
Product Management
End-User Devices
IT Platforms
Network Management

Communication Service Providers’ most important relationships, (i.e. the ones with their customers), are under direct threat. This threat comes from three evolutionary trends in the industry. First, a number of over-the-top (OTT) providers are beginning to disintermediate the relationships, and customers are beginning to see value in the content, experience, and capabilities being delivered by these entities — pushing the service providers farther down the value chain. Second, customer expectations are also changing and as customers become more sophisticated, they are demanding a much higher level of customer experience, expecting no downtime and instant response for all their interactions. Finally, the convergence of entertainment, information, and communications is causing a dramatic change in the way customers interact with their devices and in how they use and pay for services. These three challenges require that service providers fundamentally rethink how they engage, enable, and manage customer interactions and the lifetime value of a customer.

NetCracker Customer Management

Using NEC’s experience in CRM, Billing, and Self-Service domains, NetCracker’s Customer Management solution includes core functionality that covers the areas of Customer Information Management, Customer Self-Service, Customer Order Management, Customer Billing Management, Customer Problem Management, and Customer SLA/QoS Management. NetCracker Customer Management is an integral part of the NetCracker TOMS Suite and includes pre-integration with NetCracker Revenue Management, Product Management, End-User Devices, and Service Fulfillment & Assurance components. This significantly reduces integration costs during implementation, brings necessary consistency of data and functions, and enables other beneficial opportunities.

Capabilities Overview
Customer Information Management
  • Customer name, address, and contact information
  • Customer organizational hierarchy
  • Customer billing accounts
  • Customer products and services
  • Customer order and trouble ticket history
  • Customer interaction history (requests and responses)
  • Customer preferences, family & friends information
Customer Order Management
  • Customer guidance, product availability check, and quote preparation
  • Customer order capture and validation
  • Customer order orchestration and tracking
  • Customer order lifecycle management, including in-flight changes, cancellations, versioning, and jeopardy management
  • Customer order completion and notifications
Customer Self-Service
  • Self-registration and self-account management
  • Service request capture, tracking, and management
  • Alerts and notification settings and management
  • On-line bill presentment and usage view and analysis
  • Payment and dispute capture
Customer Billing Management
  • Invoicing engine
  • Bill calculation, formatting, and presentation
  • Billing inquiry and dispute management
  • Payments and adjustments
Customer Problem Management
  • Customer information, product, service, and SLA verification
  • Customer problem capture
  • Resolution tracking and management
  • Problem closing and notification
  • Proactive customer outreach and customer notification
Customer SLA/QoS Management
  • Documentation of SLA terms and conditions
  • Management of relationship between SLA and related network KQI and KPI
  • Tracking of perceived QoS
  • SLA credit tracking and management
Benefits
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