Transform Order Fulfillment with Industries Order Management
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how Industries Order Management (OM) digitally transforms a communications service provider (CSP) and its customers.
- Describe case studies that demonstrate the value of Industries OM.
Benefits of Digital Transformation
Finally, the entire Infiwave team is on board with Industries OM and performing exceptionally well. We examine the benefits that the Infiwave team noticed right away when using Industries OM.
Increased Sales
Sophia, the sales manager, loves how quickly Infiwave is bringing new products to market after implementing Industries OM. Quicker time to market? Quicker time to value? Yes, and yes!
Remember Greg, the fulfillment designer? Well, he’s spent a lot of time working with the product designer and the catalog administrator to configure the Industries Shared Catalog for Infiwave.
They’ve set up commercial products and technical products, plus decomposition relationships that map the two. They’re planning to retire the siloed legacy fulfillment systems and databases that were impossible to update and sync with custom integration code.
The result? Fewer errors that require rework, and resolution that’s unintuitive and manual. Not only that, initial performance tests for Industries OM outperform the legacy systems. Efficiency and performance gains? Yes to those too.
Lower Costs
Everyone at Infiwave is happy about saving money. Before, when a sales call turned into order fallout management or support escalation, everybody lost. Now, they can expect fewer order fallouts, and the whole team is looking forward to lower costs and an improved bottom line.
High Customer Satisfaction (CSAT) Ratings
Back in ’65, the singer of a popular rock band complained that he could “get no satisfaction.” His grammar wasn’t perfect, but he clearly wasn’t using Industries OM. That’s because Industries OM, as part of the full application suite, makes for more satisfied customers. Higher CSAT scores is an obvious win-win for Infiwave and its customers. The Infiwave team is looking forward to comparing the CSAT scores before and after implementing Industries OM.
Industries OM Case Studies
You've learned about how Industries OM helps turn a slow, outdated order management solution into an agile, responsive one. Now we look at some examples.
Getting to Market Quickly
A communications provider was stuck using systems that didn’t have a centralized, shared catalog. Whenever the communications provider wanted to get a new service variant to market, there was a major effort to support that change in its order management system.
The result was a long lead time before getting any product to the market. There was also difficulty maintaining and updating services that were already available to customers.
After implementing Industries Configure, Price, Quote (CPQ); Industries Contract Lifecycle Management (CLM); and Industries OM, its ordering, quoting, and contracting systems now use the same unified catalog. Changes in one place are instantly recognized throughout, resulting in a huge decrease in time-to-market for new offerings, and a much simpler flow to maintain current ones.
Precise Processes Equals Huge Savings
A customer wanted to launch a mobile virtual network operator (MVNO), which would allow its customers to use self-service activation. Such a network operator eliminates the need for customers to visit a retail outlet or call a contact center for service activation.
This required full automation and very effective processes. Its fulfillment processes were controlled by home-grown systems that just weren’t built to change or improve. Optimizing them for the new MVNO would have taken a lot of time, effort, and cost.
Instead, the customer implemented Industries CPQ and Industries OM. Because of the built-in automation and tight integration of systems, the customer set up mobile services fulfillment in a fraction of the time. Later, Industries OM and the rest of the suite proved their effectiveness again when the customer decided to launch another MVNO and replicated the platform.
Fallouts Averted
A telecom provider was dealing with a large number of fallouts during service fulfillment. And for each fallout, customers often had to wait for weeks while back-office personnel were resolving provisioning errors.
Industries CPQ and Industries OM helped streamline the fulfillment process by capturing accurate order details and smartly handling provisioning fallouts with integration retry policies. The number of manually handled errors dramatically decreased, which reduced the average wait time for customers.
Customer Satisfaction
A company found that customers often wanted to change their orders in-flight. For example, adding or removing a service, or even canceling a part of the order or the whole order.
In many cases, agents had to step in to perform the change manually, which delayed the order fulfillment and caused data-entry errors.
With Salesforce Industries applications, the customer could configure rollback and amend rules in the catalog, so that compensation for the ongoing fulfillment flows happened automatically. The customer could tell an agent what they wanted to do, and Industries OM could make changes on the fly.
Suddenly, customers weren’t frustrated by waiting a long time just to find out whether they could change their order. They were happier, which made everyone happier.
In this module you learned about the challenges in the order management space, and also explored the various components and roles that help Industries OM work so seamlessly. With this valuable knowledge, you’re well on your way to digitally transform your own business.
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