Download - OSM
Communications Order & Service ManagementExtending CRM Service Delivery
July 2007
Key Presentation Objectives
• Explain how the acquisition of MetaSolv addresses akey Service Delivery Order Management need
• Describe the respective positioning of CRM, Fusionm/w and Order & Service Management (OSM) in anend to end fulfillment footprint
• Provide guidance for CRM teams on how to identifyadditional CRM opportunities & sales engagement
Suite comprises a tightlyintegrated set of applicationsincluding:
Provisioning
Inventory Management
Service Activation
Network Mediation
Configuration Management
Business Benefits
Accelerate and improve the servicefulfillment process, leading to:
Lower service fulfillment costs
Lower order fall out
Fewer mistakes, less rework
Faster order throughput
Improved cash flow
CommunicationsService Fulfillment
Suite
MetaSolv’s solutions have a new name…Oracle CommunicationsService Fulfillment Suite
Oracle Accelerates the Service LifecycleWith the First End-to-End Solution, from ‘Concept-to-Cash’
Service Creation
OfferManagement
RevenueManagement
Usage / Charging
Service Delivery
Analysis
Service Fulfillment
Campaign Execution
Billing / Collections
Reporting
Service Design
Concept to Cash
Customer OrderManagement
Top 10 ‘Order-to-Fulfillment’ Issues
0 1 2 3 4 5 6
1. It takes too long to introduce new products
2. Slow order delivery
3. Cost of service delivery
4. Not having a comprehensive software solution
5. Too many manual and redundant activities
6. Difficulty tracking order progress and status
7. Lack of end-to-end process support
8. Inefficient order-handling
9. Mistakes leading to more work or lost contracts
10. Pricing is not flexible
Data based on independent study conducted for Oracle by KRC Research. n=55
Guaranteeing the Customer Experience
Pre-OrderPromotion &
PricingAdministration
Promotion Eligibility Rules Setup
Product Compatibility RulesSet up
Bundle Formation
Pricing Rules Set up
Pre-Launch Scenario Testing
Promotion RecommendationRules Set up
Product and Pricing DefinitionPublish and Subscribe
Sales OrderCapture &Validation
Sales Product Catalog
Bundle Configuration
Pre-built Cross and Up-sellRecommendation
Sales Order Capture &Validation
Pricing Waterfall
Order Status Tracking
Credit Check
Service Availability Check
Service Delivery
Order Management
Order Decomposition
Coordinates Inventory,Activation, other OSS
Order Lifecycle and StatusTracking
Jeopardy Handling
Supplemental, CancellationOrder handling
Order Fallout management
Order Management Requirements forService Delivery
Operational ChallengesOrder Management
Requirements
Process coordination & management oforders across any & all systems and groupsacross the organization
Service Delivery across multipleorder capture & fulfillmentexecution systems
Growing need for full order lifecyclemanagement – service complexityrequires managing Order Kick-Outs &Fall-Outs
Increasing rate of change &complexity of new services
Shift from custom code development toproductized order management functionalcapabilities
Custom solutions using EAItechnologies have provenexpensive to build & maintain
Need for clear design time tool focused on, andenabling, rapid service configuration,deployment & retirement
Order management capabilities that enhanceand supplement limitations of existingsystems
Introducing Order & ServiceManagement (OSM)* application
• Key Value with Oracle CRM:
• Productized order management -From pre-order through to delivery
• Integrates CRM with ServiceFulfillment and Assurance
• Enables predictable service deliveryand guaranteed end to end customerexperience
En
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Communications Applications
CustomerRelationshipManagement
Billing &Revenue
Management
FinancialManagement
Order & Service Management
Inventory Management
Activation Mediation
Service Delivery Platform (Fusion)
En
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Communications Applications
CustomerRelationshipManagement
Billing &Revenue
Management
FinancialManagement
Order & Service Management
Inventory Management
Activation Mediation
Service Delivery Platform (Fusion)
• Lifecycle order management –order decomposition andexecution across any service &network domain
• Provides constant visibility oforder progress during the entirecustomer experience
• Intelligent change managementfor in-flight order changes /exceptions
• Navigates users dynamicallythrough order lifecycle
* Previously known as Oracle Communications Provisioning
OSM – Capabilities & Differentiators
Valueof
OrderMgmt.
Foundations(Processes, Workflow, Tasks, Rules, Workgroups, etc.)
Order & Service Management
Order Support(Order Lifecycle Support, Order Editing, Order Tracking, etc.)
Auto Service Provisioning(Performance, Throughput, etc.)
Manual Service Provisioning(Intelligent OE, Views,Workstreams, etc.)
Advanced Order Management Capabilities(Intelligent Change Mgmt, Decomposition, etc.)
Cartridges
Platform
Enablers
Monitoring
Reporting
ServiceCreation
Environment
CartridgesCartridges
Monitoring
Reporting
Cartridges
PlatformEnablers Retail Orders* Wholesale Orders* Partner Orders*
ServiceCreation
Environment
* Orders captured, validated & generated in CRM are executed by OSM
How OSM & CRM intregrate in theoverall Concept to Cash value chain
3 CampaignExecution
• Campaign Management
• Sales Execution
• Real-time up sell/cross sell
• Order Capture and Commit
4 Service Fulfillment
• Inventory assignment
• Order orchestration
• Provisioning
• Service Activation &Configuration
5 Usage Charging
• Service Delivery & Usage
• Service Mediation
• Real-time charging and billing
• Discounts and promotions
1 Concept Creation
• Customer insight
• Behavioral and revenueanalytics
• Segmentation analysis
• Concept generation
2 Service Design
• Service definition &configuration
• Service pricing, bundles andpromotions
• Service network deployment
• Service trials and release
• Customer and invoicing
• Trial billing
• Receivables and G/L
• Collections
• Partner settlements
6 Billing & A/R
Order & Service Management
• Supporting CRM Campaign Execution
• Integrated contract management
• Ingest Order from CRM Order Capture
• Resource reservations
• Technical service availability
• Ensure exact promise delivery
• Track order execution to campaign
3 CampaignExecution
• Campaign Management
• Sales Execution
• Real-time up sell/cross sell
• Order Capture and Commit
4 Service Fulfillment
• Inventory assignment
• Order Process Management
• Provisioning
• Service Activation &Configuration
5 Usage Charging
• Service Delivery & Usage
• Service Mediation
• Real-time charging and billing
• Discounts and promotions
1 Concept Creation
• Customer insight
• Behavioral and revenueanalytics
• Segmentation analysis
• Concept generation
2 Service Design
• Service definition &configuration
• Service pricing, bundles andpromotions
• Service network deployment
• Service trials and release
• Customer and invoicing
• Trial billing
• Receivables and G/L
• Collections
• Partner settlements
6 Billing & A/R
Order & Service Management
• Order Validation
• Order Decomposition
• Order Coordination
• Order Tracking and Visibility
• Intelligent Change Management
• CRM integrated worklist management
How OSM & CRM intregrate in theoverall Concept to Cash value chain
Interoperability – OSM & CRM
• What is available today
• OSM is GA application that’sinteroperable with Fusion
• Siebel / OSM Quad Playdemonstration
• Enabled by Fusionmiddleware
• Unveiled at 3GSM in Feb2007
• Marquee tier one referenceaccounts for Siebel / OSM – e.g.China Tel (Shanghai)
• Field sales support &demonstration capabilities
• What is planned• Productised Siebel / OSM
integration using Fusion-based AIAinfrastructure
• Priority focus on order-to-cashflow from CRM to OSM, andreturn status updates
• Native Fusion adoption within OSMapplication
• Priority focus - Port on OracleContainer for J2EE (OC4J)
• Enhancements to OSM application
• Integrated, Design Time ServiceCreation Environment forService Fulfillment
China Telecom – ShanghaiIntroduction
• BSS / OSS Transformation programme – replace System97• Selected Siebel as CRM for their M/BOSS system• Selected Oracle Comms OSM, S&SM & Activation for Service Fulfillment
• Business Challenge:• Retire Legacy Ordering & Inventory System• Requires concurrent support of existing and emerging next-gen
services/technologies
• OSS Solution:• Convergent provisioning capability for Voice, Broadband and Mobile,
including TN, Address and Customer Service management
• Business Benefits:• A single automated system managing end user services• Flexibility to model and support new services rapidly – e.g. 3G Mobile
Mobile – PHS
Siebel CRM
OracleCommsServiceFulfillment
NetworkTechnology
China Telecom – ShanghaiSolution Architecture
Basic flow as follows:• Siebel CRM interacts with
OSM, S&SM, etc viamiddleware
• From OSS perspective, SiebelCRM will:
• Sends order to OSM andreceives order response
• Query status / reserve /redeem inventory – e.g. TNreservation
• Order Management based onOSM and custom module fororder combine and splitoperation – merges severalorders into one order or splitone order to several ordersaccording to customer businessrequirements
HLR IN
Subscriber& Service
Service Activation
Order & ServiceManagement
Voice Broadband
Custom Order Split / Merge
Middleware
Value of OSM in China Telecom
• Creating a Perfect Order• Oracle CRM - Order Capture & Offer
Management• First Contact to Contract to Cash to Care
• Leverages expertise, customer intelligence,manage complex products & execute salesflawlessly
• “multi-channel” order/offer managementacross call center, web, and storefront
• Delivering a Perfect Order• Oracle OSM – Order Decomposition,
Coordination & Fulfillment• Order Visibility - Unified view of customer order
across different systems & silos of information
• Streamlined Processes for all order types inService Lifecycle
• Glue for CSR to negotiate the order
Order & ServiceManagement
• Delivers the CustomerExperience
• Provides ability toRespond to theCustomer
• Real Time Changes toCustomer requests
OSM role in Service Delivery
Product & Service MaturitySupport Services from incubation to mass market volumes
• Time to Market Launch
• Time to Volume
• Time to Resolve3 Campaign
Execution
• Campaign Management
• Sales Execution
• Real-time up sell/cross sell
• Order Capture and Commit
4 Service Fulfillment
• Inventory assignment
• Order orchestration
• Provisioning
• Service Activation &Configuration
5 Usage Charging
• Service Delivery & Usage
• Service Mediation
• Real-time charging and billing
• Discounts and promotions
1 Concept Creation
• Customer insight
• Behavioral and revenueanalytics
• Segmentation analysis
• Concept generation
2 Service Design
• Service definition &configuration
• Service pricing, bundles andpromotions
• Service network deployment
• Service trials and release
• Customer and invoicing
• Trial billing
• Receivables and G/L
• Collections
• Partner settlements
6 Billing & A/R
Gain Control of In-flight Order Changes
• Focus on ‘sunny day’processes
• Avoid costly developmentand maintenance, anddisruption ofcompensation, rollback &do-over approaches
• Avoid costly manualimpact analyses andcompensation plans
Minimize CostsOrder Fulfillment Process Costs
Sunny DayProvisioningProcesses
Cloudy /Rainy Day
ProvisioningProcesses
Typical Costs Oracle Order Management
ICM EliminatesUnpredictable
Costs
PredictableCosts
Key Value to CustomersExtended
CRMServiceDelivery
Deliver the perfect order & customerexperience
Streamlined processes for all ordertypes in customer life cycle
Seamless manual and automatedprovisioning
Leveraging existing operational assets
Incremental growth to full scaleautomation
Fast timeto market
ReducedCost
Automated compensation for changesto in-flight orders
Reduce fall out
Empowered to create / modify anddeploy service Cartridges
Configuration, not code driven
Customer& partnerEnabled
Customer benefits include:
Faster time to market
Faster order throughput
Lower operating costs
Fewer mistakes / lost orders
Greater service flexibility
Why CRM sales should care about OSM
• Order Management is a key challenge that Telco’s are struggling withtoday
• Siebel CRM + OSM offers a unique product based solution that addressesthe Order Management challenges
• Create additional CRM opportunities• Leveraging OSM enables you to identify and create additional sales
opportunities
• Pitch Integrated Order Processing with - Siebel Quote & Order Capture;Siebel Configurator, Siebel Dynamic Pricer, Siebel Dynamic Catalog
• Cross-sell: Siebel Contracts, Siebel Bulk Orders, Siebel Field Service, Siebel8.1 eCommerce (future)
• Create key competitive differentiation• Through packaged application capability, not custom solution
• Provide a larger Service Fulfillment footprint from CRM to order mgmt to activation –increase strategic customer value
• Productised integration (AIA) with industry service packs
• Referencable tier one customers
OSM enables & extendsSiebel CRM’s ServiceDelivery capabilities
• Mature, proven GA productwith 14 productiondeployments in tier onecustomers on a global basis
• Supports Service Deliveryrequirements forcommunications industry