Posted: November 8th, 2013 | Author: Steve Hateley | Filed under: Events | Tags: cloud, CRM, Dreamforce, fulfillment, order management, Salesforce.com, Service order management, Service Order Validation | Comments Off on Meet Comptel at Dreamforce 2013
Comptel will be attending the Dreamforce 2013 event in San Francisco November 18 to 21. Dreamforce, the biggest cloud computing event of the year, will take place at the Moscone Center and multiple other venues across San Francisco. In 2012 this annual event brought together over 90,000 Salesforce.com users, developers and partners. For this year organisers are expecting to have over 100,000 registered Salesforce.com stakeholders to connect, collaborate, and inspire.
The 11th Dreamforce event is hosted by salesforce.com, the company behind the successful cloud-based CRM system and application platform. The Dreamforce event has over 1,250 breakout sessions. Each industry theme features breakout sessions in a variety of formats and levels, giving attendees a chance to meet with Salesforce.com product teams, learn from expert users and partners at leading companies, and pick up new ideas and ways of working.
There will be a Communications Industry Partner Pavilion next to the Communications Track Session Room with a number of salesforce.com software and consulting partners that focus on Communications. Comptel will be exhibiting at the Communications and Media Industries Day Pavilion at The Westin San Francisco Market Street on Tuesday 19th November, where we will be showcasing the cloud-hosted Comptel Service Order Validator application, available shortly. The application will leverage the cloud’s low TCO advantages to enrich the traditionally linear lead-to-activation process with sales process interaction, service validation and real-time awareness, provided by pre-integration with the Comptel Fulfillment platform.
If you are interested in scheduling a meeting with Comptel at Dreamforce, please contact us.
Posted: July 23rd, 2013 | Author: Steve Hateley | Filed under: Industry Insights | Tags: catalog, catalog-driven fulfillment, Comptel, Comptel Catalog, Comptel Fulfillment, concept-to-cash, fulfillment, product lifecyc, provisioning and activation, Service order management | Comments Off on Catalog-driven Fulfillment Gets Validation, Concept-to-Cash Gains a New Guise
Comptel is encouraged to see that Sigma Systems’ recent acquisition of Tribold further validates our lead in terms of championing catalog-driven fulfillment for communications service providers (CSPs). Comptel initially introduced the catalog-driven fulfillment concept in 2010, and affirmed our market leader position through the Comptel Fulfillment platform release in 2012, which is now in active deployment with customers appreciating the real value of the catalog-driven approach.
At that time, many of our customers were questioning the difference between our catalog approach (technical abstraction and simplification for faster time-to-market through process repeatability) and that of the commercial catalog (product definition and linkage to the commercial process such as CPQ). This debate was further discussed in blog posts “Viewpoint – The Single or Dual Catalog Conundrum” and “More on the Catalog Conundrum.”
In catalog-driven fulfillment, the service catalog acts as the brains of the system. This means that service order management, provisioning and activation systems are able to not only retrieve product decompositions from the catalog, but also use that information when orchestrating and fulfilling orders. Additionally, in a well-architected solution, workflow components can be designed within order management, which can be published for discovery by the service catalog.
Comptel’s catalog-driven approach to service fulfillment works independently of workflow design, effectively decoupling product lifecycle management from the technical processes required to implement services. When technical product information is managed in Comptel Catalog, a customer has better visibility on deliverable products. Additionally, he/she will find it easier to define new products that can be delivered without complex and lengthy workflow creation and modifications.
It’s interesting that Sigma has chosen the concept of “Idea to Install” to explain the joint value of the aforementioned companies. Effectively, it’s another phrase invented to explain a traditional fulfillment northbound (BSS) and southbound (NEM) integration, accompanying phrases such as Order-to-Activate and Concept-to-Cash (which brings in the additional vector of revenue management).
There is trend forming among CSPs towards operational transformation, aimed at aligning systems closer to actual customer processes and the management of the customer experience (also known as the creation of the “Customer Company”). So is this north – south level of pre-integration relevant anymore when you consider the need for a more multi-dimensional integration approach towards Over-the-Top (OTT) providers and value-added applications? Only time will tell.
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Posted: February 11th, 2013 | Author: Steve Hateley | Filed under: Behind the Scenes, Events | Tags: analytics, CIQ4T, fulfillment, Mobile World Congress, order management, Service order management | Comments Off on Smart Order Validation – Powered by Predictive Analytics
Most order management implementations rely on an ‘order entry – order orchestration – order execution’ philosophy. It’s a commonly used model, although providers are regularly heard to comment about a lack of visibility into orders, once a service delivery process has begun. This lack of visibility leads to a poor experience for customers who in many cases suffer a poorly configured service and are generally first to flag that there is an issue. The problem is likely to grow and become more relevant to mobile operators, as end-to-end LTE service rollouts and complex Enterprise mobility solutions (including BYOD), add an increasing amount of touch points in the network.
A big challenge faced by CSPs with traditional order management is costly order fallouts. With a lack of visibility and control throughout the order orchestration process, both network resources and the workforce can be deployed or dispatched at incorrect times – typically when earlier pre-qualification stages of service order orchestration have failed to complete. This can be costly in operational and investment terms.
What if you could intelligently and proactively analyse requests for service, before they are placed as orders in the system? What if you could use predictive analytics to perform “smart validation” of orders as they come in, to judge which orders are expected to cause problems? What if you could proactively treat these orders differently? – assign them to a special queue to specifically address and ensure customer satisfaction. Is it possible to leverage fulfillment and analytics to be preventative instead of purely reactive?
Deep analysis into the data used at each critical stage of order orchestration can help to predictively validate feasibility, reveal patterns and identify input behaviour that contributes to higher order fallout rates. Armed with advanced and analytically-enriched information, CSPs can effect real improvements to service delivery accuracy, aid in the improvement of business processes and help to drive down operational costs.
Comptel are available at Mobile World Congress in Barcelona 25-28 February to discuss this and other topics including:-
- Personalising policy and charging powered by predictive analytics
- Monetising mobile broadband with contextual marketing
- Improving QoE based on expected customer value
- “Making inventory work” with a federated approach
Posted: September 27th, 2012 | Author: Steve Hateley | Filed under: Industry Insights | Tags: BSS, catalog, Comptel Catalog, Comptel Fulfillment, fulfillment, OSS, provisioning and activation, Service order management | 2 Comments »
Advantages of a catalog-driven fulfillment philosophy
We’re regularly faced with our Service Provider customers and prospects questioning the inclusion of catalog within the Comptel Fulfillment stack – stating quite categorically that “they already have a product catalog” and why would they need another? So I just wanted to put a few words together to demonstrate the real advantages behind the service catalog approach.
More than ever, increasingly complex services depend upon efficient, fast and accurate time-to-market, but too often in many OSS and BSS implementations, product specifications are intrinsically linked to the workflow that implements the service. In the most extreme cases, the workflow itself is the specification of the service. This practice leads to an unmaintainable and inflexible architecture, because every time a change is required to a product, the workflow must be modified. The more changes that are made, the lengthier the workflow becomes, and the more unreadable, unmanageable and unviable it is as a practical architectural solution. Unfortunately, in many cases this tends to be the case for single catalog implementations.
In catalog-driven fulfillment, the service catalog acts as the brains of the system. This means that service order management, provisioning and activation systems are not only able to retrieve product decompositions from the catalog, but also use that information when orchestrating and fulfilling orders. Additionally, in a well architected solution, workflow components can be designed within order management which can be published for discovery by the service catalog.
Comptel’s catalog-driven approach to service fulfillment works independently of workflow design, effectively decoupling product lifecycle management from the technical processes required to implement services. When technical product information is managed in Comptel Catalog, a customer has better visibility on deliverable products. Additionally, they will find it easier to define new products that can be delivered without complex and lengthy workflow creation and modifications.
Therefore, specifying technical product information in a data definition, rather than in a workflow design delivers immediate efficiencies in terms of building, delivering, enhancing/customising and supporting a product. Taking a catalog-driven fulfillment approach will allow a CSP to:-
- Launch products and services faster. Increasing the profitable lifespan of new services, accelerating product launch to meet market expectations for new service and quickening competitive alignment.
- Reduce product launch and management costs. Enabling access to new low volume niche markets, protecting margins in the face of reduced profit on mass market services.
- Enable greater innovation in product and service creation. Customer expectations for tailoring is growing, so maximising the ability to convert network potential into innovative marketable products, particularly products built together with partners, is key.