|
i-TMS is a BSS Solution covering online customer management, billing, customer care, and hundreds of best practice automated drag 'n drop workflows. All of the modules are fully web-enabled and can be operated by the client or by outsourcers such as call centres and back office specialists. It is an end-to-end solution, and importantly, easy to use and install.
i-TMS is a world-class Business Support System (BSS). i-TMS allows for great savings in Call Centre costs as well as Back-office support and analysis. i-TMS also supports a unique order management functionality that integrates subscriptions in retail stores with subscribers from the internet, and providing the actual provisioning of clients.
Capernow i-TMS is based on the following 10 main modules:
- Customer Self Service Module: complete customer handling, from sign-up to billing
- Order Management Module: end to end management of order processes, from sign-up to delivery, controlled by i-TMS Flow Builder.
- Logistic Management Module : Inventory- warehouse, device shipment and Reverse device shipment handling
- CRM Module : marketing, sales, and campaign management
- Call Centre Module : integrated with both billing, status action and on-line self-service
- Trouble Ticket Module : trouble ticket handling with integration to back-end OSS
- Billing and Rating Module : integrated customer billing and to-the-minute usage tracking
- Transaction Module : Transaction bus, for external interfacing (Web Services, XML, CSV, …)
- Flow Builder/ Status Module : mapping and managing all order handling processes and interactions
- Back-Office Module : tracking KPIs, providing performance analysis etc. handling pricing, customer data etc. for all products and channels
i-TMS offers web based front-end functionality which easily integrates with existing provider's website and portals. This is an easy to use self service page for new and existing customers. It is easily built into the web site of the client, and indeed, many of our clients have used our standard Self Service Module without further amendments.
The Order Management module is used to handle the entire order process, from the initial customer contact to final acquisition. It is used to control and validate the processes and register all interactions with the customer and always return a to-the-minute status for the customer. The module is easily changed matching the Service Providers preferred workflow and order processes and it includes correspondence (email, letter, SMS and fax), Call Centre actions (scripts, guidelines, FAQs) and Automated Procedures (standard letters, emails, etc.) The module also provides a comprehensive set of reports that allow managers to monitor how many non-processed actions are outstanding, to be able to allocate human resources when and if it is needed.
The Logistic Module handles individual customer device shipment. This includes the inventory functionality keeping track of the individual customer's devices; including MAC addresses and serial numbers.
The online warehouse functionality includes shipment lists, address labels and scanning option, for the customer device shipment handling.
The reverse device shipment handling enables the warehouse to easily identify incoming customer devices, without return information.
The CRM Module supports the end-to-end customer relationship. The CRM is a client centric module that handles marketing, sales and campaign management.
The module keeps track of customer interests derived from marketing campaigns. This provides an exact overview of the regions priority, when planning the network rollout.
The i-TMS Call Centre Module facilitates a flexible outsourcing of the Call Centre function. The solution allows for full outsourcing, or a so-called overflow model, which increases the efficiency of the Service Provider's overall Call Centre function. It also allows for Call Centre personnel to work from home, thereby saving costs for office space
The Trouble Ticket Module handles customer contact and support, including resolving specific problems using the self service portal. The customers can follow their individual events on the self service portal, as updates from the Call Centre and technical personnel, will be shown on demand.
The Billing Module is one of the cornerstones of i-TMS; it handles the full process from mediation, processing of CDR´s (Call Detail Records) and VODR's (Video On Demand Records) to the actual billing.
The Transaction Module offers a very well documented XML webservice integration between i-TMS and external systems- or content
providers. The module is transaction based and handles most common protocols like XML, SOAP, CSV-files and other standards.
The Back Office Module handles all the reporting and analytics.
The Back Office Module offers functionality for receivables data. Most receivables are updated automatically based on payment
records. Alternative payment methods are updated in the Back Office Module.
Content management for the website as well as letters and general conditions are handled here. Integrated with the Flow Builder,
letters easily merge with relevant data for sending welcome letters, e-mails, sms and faxes.
The billing system includes a large number of variables, which need to be changed from time to time according to the internal
business rules and procedures. This data is updated in the Back Office Module.
The user based access rights to the entire i-TMS solution, is updated in the Back Office Module.
This is the heart of the i-TMS processes and the tool that allows the design and automation of any and all business processes
of any MVNO or Triple/Quad Play provider. The processes are easily designed using the graphical tool Flow Builder which
automatically interacts with i-TMS Status Action. The Status Action Module has a key role in i-TMS and is used throughout
the system to control processes, log and validate events, keeping track of the status of any given process as well as
controlling the actions attached to the various statuses. i-TMS thereby verifies that the information entered into the
billing system is correct.
|
