Complex Processes Made Easy
Because no two telecom service providers operate their businesses exactly the same, we build every component of our software to be rules-based and table-driven. This includes mechanisms that define the rate and direction at which processes flow through our systems.
Extreme Workflow Versatility
Basic workflow components consist of up to nine major stages that support unlimited statuses or sub-stages. Each sub-stage defines follow-up rules, assigned personnel, flow rates, auto-escalate points and the next direction.
Once these rules have been defined in system setup, they determine the look and the capabilities of the workflow screen’s user interface and the rate and direction of associated tasks. When properly configured, this provides an extremely versatile means of integrating and directing processes between order fulfillment, accounting, scheduling, facilities, provisioning and other departments.
Unlimited Cascading Follow-Ups
A process called Cascading Follow-Ups offers users a separate and simple way to route any task through and between departments, groups and individual personnel in unlimited steps. The direction, escalation rate, priority, severity, status and notification method associated with each step is completely user-defined.
Here’s how it works: Users can create a follow-up code that includes a range of rules that define its flow through the associated system. Users can then attach a second follow-up code that becomes the next step. That code, in turn, can be assigned a next step code, and so on. If this cascading combination is assigned to a given task, the first follow-up will begin at its assigned point in time thereafter. Once that follow-up is closed, its cascading partner will be generated. Upon its closure, its partner will be generated, and so on until a follow-up is reached that does not cascade.
Each step along the way can crisscross departments and personnel, as well as provide individual control over assigned personnel, speed, escalation points and status reporting.
Support Level-Based Escalations
A very large number of special and everyday tasks are managed by a powerful rules-based escalation engine. Whenever one of these tasks is assigned to a process, it is also assigned a priority and severity that is normally defined by the task, and is based upon support level 1 rules. In the case of an average customer, the resulting escalation rate may be perfectly acceptable. However, for others, the system offers up to seven additional support levels.
If a task is assigned to a process where an associated customer is entitled to a support level greater than level 1, the minimum severity and / or priority are automatically increased to match the agreed upon SLAs and comply with any related contractual terms.