Introduction
iTMS has one of the most flexible and individual methods for creating and modifying customers. iTMS is designed so that it is always based on the products on offer to the customers. I.e. the systems make 100% sure that products the customer may not receive are not offered. This makes product selection much easier for call centre staff and end customer self-service. A very sophisticated product logic structure is built in, which is incredibly intuitive for those using the system as iTMS manages all of the underlying logic for the user.
In order for an end customer to become a customer in iTMS, the customer must be created. This creation can be achieved in several ways, depending on the implemented solution. The creation can be set up by the customer themselves, by a call centre employee or through an external system via SOAP XML (machine-to machine). iTMS supports all of these options. Likewise, the same options can be used for modifications.
iTMS is designed so that creations and modifications are directly connected to the product module. If a product is added to the product module, the product is incorporated into the existing logic and priced so that the product automatically becomes a part of the setup/modification forms in all respects. E.g. if a new internet bandwidth must be implemented, this can be done in minutes.
A creation or modification triggers an order. The order is carried out by the defined process flows, which take care of the commissioning against the underlying system, the issuing of letters/emails, etc.
The creation flows in iTMS are implemented for each customer to suit the business and the products to be sold.
The Call Centre
We have already implemented the creation and modification forms for:
Mobile post-paid, Fastnet, VoIP, ADSL, Internet, IPTV, set-top boxes and Content. Mobile Prepaid is typically created via self-service and not by the Call Centre.
After the order is set up, an order confirmation is generated with an order number, and the process flow begins. After the order process is completed, the customer’s account is updated.
An example of a mobile post-paid creation form from iTMS.