Gain the Customer Service Advantage
with Agile Order-cycle Processes
Audience

CFO

Head of Sales

Head of Customer Service
Highlights

Faster Order-to-Cash cycle with
centralized order orchestration
across OSS/BSS silos

Communications Service Providers (CSPs) are faced with declining voice revenues; hyper-competition
from increasing number of IP network based providers and customer demand for integrated telephony,
mobile, TV and internet services. While “Triple play” or “Quadruple play” offerings have become the
norm, CSPs are experiencing increasing customer churn and revenue-leakage arising from errors and
delays in order management across order-capture and order-provisioning. The following figures outline
the key factors that limit the pursuit of streamlined and integrated order orchestration processes and
how next-generation services can be delivered effectively with Business Process Management (BPM).
Key Drivers of Order-cycle Complexity
Higher customer satisfaction
with timely, faster and accurate
provisioning

Higher ARPU with decrease in
revenue leakage due to lower
order-fallout and abandonment
rates
Figure 1. Order-cycle processes have become more complex due to increased competitive
pressures, loss of customer control and outmoded OSS/BSS infrastructure.
G a i n the C ustome r Se r vice A dv a ntage w i th A gi le O r de r -cycle P r ocesses
Oracle Business Process
Gain the Customer Service Advantage with Business Process Management
Management

Jump-start process
standardization and optimization
with prebuilt process models
based on industry best practices

Document and modify business
processes quickly and drive
process changes through easily
configurable business rules

Automatically generate reports
and documentation
Figure 2. BPM can reduce revenue loss and customer churn by streamlining order-cycle
processes across customer-interaction channels, lines of businesses, services and service
bundles.
Conclusion
Moving to next generation services creates an opportunity to differentiate through timely and
accurate provisioning of converged services. Hence CSPs need to harmonize order-cycle processes,
across traditional OSS/BSS ‘silos’ and multiple business units, to deliver true on the promise of
being the “one-stop” destination for end-to-end communication needs for businesses and
consumers alike. Oracle Business Process Management helps CSPs to unify order management and
drive agility across the end-to-end order-cycle to gain a customer service advantage.
CONTACT US
To find out more about gaining the customer service advantage with agile order-cycle processes,
please visit oracle.com/goto/bpmbusiness.
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