Communications Order & Service Management

Extending CRM Service Delivery

July 2007
 Key Presentation Objectives

• Explain how the acquisition of MetaSolv addresses a

key Service Delivery Order Management need

• Describe the respective positioning of CRM, Fusion

m/w and Order & Service Management (OSM) in an
end to end fulfillment footprint

• Provide guidance for CRM teams on how to identify

additional CRM opportunities & sales engagement
Oracle Communications
MetaSolv’s solutions have a new name…
Service Fulfillment Suite

Suite comprises a tightly

integrated set of applications
including:
 Provisioning
Business Benefits
 Accelerate
Inventory and improve the service
Management
fulfillment process, leading to:
 Service Activation
Lower service fulfillment costs
 Network Mediation
Lower order fall out
Communications
Service Fulfillment  Fewer mistakes,
Configuration Management
less rework
Suite
Faster order throughput
Improved cash flow
 Oracle Accelerates the Service Lifecycle
With the First End-to-End Solution, from ‘Concept-to-Cash’

Service Delivery
Service Fulfillment
Usage / Charging
Customer Order
Management Billing / Collections

Offer Revenue
Management Management
Concept to Cash
Campaign Execution Analysis

Service Creation Reporting

Service Design
 Top 10 ‘Order-to-Fulfillment’ Issues

1. It takes too long to introduce new products

2. Slow order delivery
3. Cost of service delivery
4. Not having a comprehensive software solution
5. Too many manual and redundant activities
6. Difficulty tracking order progress and status
7. Lack of end-to-end process support
8. Inefficient order-handling
9. Mistakes leading to more work or lost contracts
10. Pricing is not flexible

0 1 2 3 4 5 6

Data based on independent study conducted for Oracle by KRC Research. n=55
 Guaranteeing the Customer Experience
Pre-Order
Promotion &
Pricing
Administration
 Promotion Eligibility Rules Set
up
 Product Compatibility Rules
Set up
 Bundle Formation
 Pricing Rules Set up
 Pre-Launch Scenario Testing
 Promotion Recommendation
Rules Set up
 Product and Pricing Definition
Publish and Subscribe
Sales Order
Capture &
Validation
 Sales Product Catalog
 Bundle Configuration
 Pre-built Cross and Up-sell
Recommendation
 Sales Order Capture &
Validation
 Pricing Waterfall
 Order Status Tracking
 Credit Check
 Service Availability Check
Service Delivery
 Order Management
 Order Decomposition
 Coordinates Inventory,
Activation, other OSS
 Order Lifecycle and Status
Tracking
 Jeopardy Handling
 Supplemental, Cancellation
Order handling
 Order Fallout management
Order Management Requirements for
Service Delivery
Order Management
Operational Challenges
Requirements

Service Delivery across multiple  Process coordination & management of

order capture & fulfillment orders across any & all systems and groups
execution systems across the organization

Growing need for full order lifecycle

management – service complexity  Order management capabilities that enhance
and supplement limitations of existing
requires managing Order Kick-Outs & systems
Fall-Outs

 Need for clear design time tool focused on, and

Increasing rate of change & enabling, rapid service configuration,
complexity of new services deployment & retirement

Custom solutions using EAI  Shift from custom code development to

technologies have proven productized order management functional
capabilities
expensive to build & maintain
 Introducing Order & Service
Management (OSM)* application
• Lifecycle order management –

Service Creation Environment

Communications Applications
order decomposition and Customer Billing &

Enterprise Analytics
Relationship Revenue Financial
execution across any service & Management Management Management

network domain Order & Service Management

Inventory Management

Activation Mediation
• Provides constant visibility of
order progress during the entire Service Delivery Platform (Fusion)

customer experience
• Key Value with Oracle CRM:
• Intelligent change management • Productized order management -
for in-flight order changes / From pre-order through to delivery
exceptions • Integrates CRM with Service
Fulfillment and Assurance
• Navigates users dynamically • Enables predictable service delivery
through order lifecycle and guaranteed end to end customer
experience

* Previously known as Oracle Communications Provisioning

 OSM – Capabilities & Differentiators

Platform Order & Service Management

Platform
Enablers Retail Orders* Wholesale Orders* Partner Orders*
Enablers

Service Advanced Order Management Capabilities Value

Service (Intelligent Change Mgmt, Decomposition, etc.)
Creation of
Creation
Environment Order
Environment
Auto Service Provisioning Manual Service Provisioning Mgmt.
(Performance, Throughput, etc.) (Intelligent OE, Views,Workstreams, etc.)
Cartridges
Cartridges
Cartridges
Order Support
(Order Lifecycle Support, Order Editing, Order Tracking, etc.)
Monitoring
Foundations
Reporting (Processes, Workflow, Tasks, Rules, Workgroups, etc.)

* Orders captured, validated & generated in CRM are executed by OSM

How OSM & CRM intregrate in the
overall Concept to Cash value chain
1 Concept Creation

6 Billing & A/R • Customer insight 2 Service Design

• Behavioral and revenue
• Customer and invoicing analytics • Service definition &
• Segmentation analysis configuration
• Trial billing
• Concept generation • Service pricing, bundles and
• Receivables and G/L
promotions
• Collections
• Service network deployment
• Partner settlements
Order & Service Management • Service trials and release

• Supporting CRM Campaign Execution

• Integrated contract management Campaign
5 Usage Charging 3 Execution
• Ingest Order from CRM Order Capture
• Service Delivery & Usage 4 Service Fulfillment
• Campaign Management
• Service Mediation • Resource reservations
• Sales Execution
• Real-time charging and • Inventory assignment
• billing
Technical service availability • Real-time up sell/cross sell
• Discounts and promotions • Order orchestration
• Order Capture and Commit
• Ensure exact•promise
Provisioningdelivery
• Service Activation &
• Track order execution to campaign
Configuration
How OSM & CRM intregrate in the
overall Concept to Cash value chain
6 Billing & A/R
• Customer and invoicing
• Trial billing
• Receivables and G/L
• Collections
• Partner settlements
5 Usage Charging
• Service Delivery & Usage
• Service Mediation
• Real-time charging and billing
• Discounts and promotions
Order1& Service
Concept Creation
Management
• Customer insight
• Order Validation 2 Service Design
• Behavioral and revenue
analytics • Service definition &
• Order Decomposition
• Segmentation analysis configuration
• Concept generation • Service pricing, bundles and
• Order Coordination promotions
• Service network deployment
• Order Tracking and Visibility • Service trials and release
• Intelligent Change Management
• CRM integrated worklist management
Campaign
3 Execution
4 Service Fulfillment
• Campaign Management
• Sales Execution
• Inventory assignment
• Real-time up sell/cross sell
• Order Process Management
• Order Capture and Commit
• Provisioning
• Service Activation &
Configuration
 Interoperability – OSM & CRM
• What is available today
• OSM is GA application that’s
interoperable with Fusion
• Siebel / OSM Quad Play
demonstration
• Enabled by Fusion
middleware
• Unveiled at 3GSM in Feb
2007
• Marquee tier one reference
accounts for Siebel / OSM – e.g.
China Tel (Shanghai)
• Field sales support &
demonstration capabilities
• What is planned
• Productised Siebel / OSM
integration using Fusion-based AIA
infrastructure
• Priority focus on order-to-cash
flow from CRM to OSM, and
return status updates
• Native Fusion adoption within OSM
application
• Priority focus - Port on Oracle
Container for J2EE (OC4J)
• Enhancements to OSM application
• Integrated, Design Time Service
Creation Environment for
Service Fulfillment
 China Telecom – Shanghai
Introduction
• BSS / OSS Transformation programme – replace System97
• Selected Siebel as CRM for their M/BOSS system
• Selected Oracle Comms OSM, S&SM & Activation for Service Fulfillment

• Business Challenge:
• Retire Legacy Ordering & Inventory System
• Requires concurrent support of existing and emerging next-gen
services/technologies

• OSS Solution:
• Convergent provisioning capability for Voice, Broadband and Mobile,
including TN, Address and Customer Service management

• Business Benefits:
• A single automated system managing end user services
• Flexibility to model and support new services rapidly – e.g. 3G Mobile
 China Telecom – Shanghai
Solution Architecture
Basic flow as follows:
Siebel CRM • Siebel CRM interacts with
OSM, S&SM, etc via
Middleware middleware
• From OSS perspective, Siebel
Custom Order Split / Merge
CRM will:
Subscriber • Sends order to OSM and
Oracle
& Service receives order response
Comms Order & Service
Service Management • Query status / reserve /
Fulfillment redeem inventory – e.g. TN
reservation
Service Activation
• Order Management based on
OSM and custom module for
Network order combine and split
Technology operation – merges several
orders into one order or split
one order to several orders
HLR IN according to customer business
requirements
Mobile – PHS Voice Broadband
 Value of OSM in China Telecom

• Creating a Perfect Order

• Oracle CRM - Order Capture & Offer
Management Order & Service
• First Contact to Contract to Cash to Care Management
• Leverages expertise, customer intelligence,
manage complex products & execute sales • Delivers the Customer
flawlessly Experience
• “multi-channel” order/offer management
across call center, web, and storefront • Provides ability to
Respond to the
Customer
• Delivering a Perfect Order
• Oracle OSM – Order Decomposition,
Coordination & Fulfillment • Real Time Changes to
Customer requests
• Order Visibility - Unified view of customer order
across different systems & silos of information
• Streamlined Processes for all order types in
Service Lifecycle
• Glue for CSR to negotiate the order
 OSM role in Service Delivery

1 Concept Creation

6 Billing & A/R

• Customer and invoicing

• Trial billing
• Receivables and G/L
• Collections
• Partner settlements
• Customer insight
• Behavioral and revenue
analytics
• Segmentation analysis
• Concept generation
2 Service Design
• Service definition &
configuration
• Time to Market Launch
• Service pricing, bundles and
promotions
• Service network deployment
• Service trials and release

5 Usage Charging
• Service Delivery & Usage
• Service Mediation
• Real-time charging and billing
• Discounts and promotions
• Time to Volume
3 Campaign
Execution
4
• Time to Resolve
Service Fulfillment • Campaign Management
• Sales Execution
• Inventory assignment
• Real-time up sell/cross sell
• Order orchestration
• Order Capture and Commit
• Provisioning
• Service Activation &
Configuration

Product & Service Maturity

Support Services from incubation to mass market volumes
 Gain Control of In-flight Order Changes
Order Fulfillment Process Costs Minimize Costs
• Focus on ‘sunny day’
ICM Eliminates processes
Unpredictable
Cloudy / Costs
Rainy Day • Avoid costly development
Provisioning and maintenance, and
Processes disruption of
compensation, rollback &
Predictable
Costs do-over approaches
Sunny Day
Provisioning • Avoid costly manual
Processes impact analyses and
compensation plans

Typical Costs Oracle Order Management

 Key Value to Customers
Extended  Deliver the perfect order & customer
CRM experience
Service  Streamlined processes for all order
Delivery types in customer life cycle

 Seamless manual and automated Customer benefits include:

Fast time provisioning
to market  Leveraging existing operational assets Faster time to market
 Incremental growth to full scale
automation Faster order throughput
Lower operating costs
Reduced  Automated compensation for changes
to in-flight orders Fewer mistakes / lost orders
Cost
 Reduce fall out Greater service flexibility

Customer  Empowered to create / modify and

& partner deploy service Cartridges
Enabled  Configuration, not code driven
 Why CRM sales should care about OSM
• Order Management is a key challenge that Telco’s are struggling with
today
• Siebel CRM + OSM offers a unique product based solution that addresses
the Order Management challenges
OSM enables & extends
• Create additional CRM opportunities Siebel CRM’s Service
Delivery capabilities
• Leveraging OSM enables you to identify and create additional sales
opportunities • Mature, proven GA product
• Pitch Integrated Order Processing with - Siebel Quote & Order with 14 production
Capture;
deployments in tier one
Siebel Configurator, Siebel Dynamic Pricer, Siebel Dynamic Catalog
customers on a global basis
• Cross-sell: Siebel Contracts, Siebel Bulk Orders, Siebel Field Service, Siebel
• Supports Service Delivery
8.1 eCommerce (future)
requirements for
communications industry
• Create key competitive differentiation
• Through packaged application capability, not custom solution
• Provide a larger Service Fulfillment footprint from CRM to order mgmt to activation –
increase strategic customer value
• Productised integration (AIA) with industry service packs

• Referencable tier one customers