CRM - Analytical

Market Intelligence
Marketing Automation

Market and Customer

Segmentation

Customer Retention

P&S Design
Access and Maintain P&S
customer information

Comparison Between Internal

P&S and Competition

Simulate P&S
 Integration with data
warehouse

Campaigns Design
Customer Analysis

Segment Analysis

Campaign financial analysis

Creation of Selling
Opportunities and Contact
Lists

Reporting

Analysis and Reporting

Support
CRM - Sales
Opportunity Management

Account Management

Sales Force Automation (SFA)

Campaigns Execution
P&S Catalogue

Reporting

CRM - Operational
Clients Management
Customer and its P&S
Identification

Contract Creation
Contract management
 Contract Renewal

Quality management

Third Party Access

 Financial Capabilities

Incidents Management
Trouble-tickets creation
Trouble-tickets assignation

Incidents Analysis

Claims Management

Claims Workflow
 Engineering request creation

Engineering Requests
Management

CRM - Order Entry & Processing

Order Entry
Order Registration

Decompose Requests

Manage Provisioning
Workflow

Process Monitoring
Access governance
 Manage requests

Manage and monitor errors

Search and view requests

Support for market segment and performance analysis. Ability to process
and work the information available in SI. Ability to provide managing data to
Marketing and Sales department.
Support for market segment analysis
Support for sales performance analysis
Support for On-Line Analytical Processing (OLAP)
Support for target marketing
Ability to use aggregate data, summaries, rollups and other data views
Ability to track marketing data such as lead source, marketing campaigns, etc.
Ability for sales managers to monitor their progress towards sales and marketing
goals
Ability to develop and manage marketing plans
Ability to establish and maintain marketing campaign promotions.
Ability to view marketing campaign promotions.
Ability to view on-line any marketing materials which have been sent to the
customer.
Ability to analyze the available information from different perspectives and
different selection criteria.
Ability to perform opportunity analysis using a variety of different criteria, e.g.
Geography, Level of Sophistication, Revenue Potential (sophisticated operations
management system capabilities).
Ability to classify customers by segments such as High Value, Tax-Exempt, Affinity
Groups – typically based on input from external customer information analysis.
Ability to evaluate and represent the value of a customer based on a predefined set
of criteria.
Ability to create groups of customers and to define and communicate the strategy
and business models for customer relationship (methodology based account
planning).
Ability to provide/alert commercial information to internal recipients,
monitoring the campaigns success and commercial performance of
customers, providing specific alerts in a proactive way.
Ability to notify the sales force of various promotions.
Ability to track effectiveness of marketing campaigns/promotions.
Ability to periodically review the customer loyalty indicator (typically in batch mode)
for customers and take action(s) as appropriate to the program defined.
Ability to automatically generate a proactive customer contact request based on
customer loyalty indicator.
Ability to conduct an on-line analysis of rate plans and customer usage.
Ability to flag long-standing customers for preferential treatment (by some type of
tenure indicator).
Ability to flag long-standing customers for billing flexibility (by some type of tenure
indicator).
Track responses from customer based on specific campaign.
Track responses from customer based on customer segment.
Track responses from customer based on channel.
Ability to support loyalty programs based on measures such as tenure and usage.
Ability to track awards/gifts status.

Ability to view and maintain P&S information of competition.

Ability to establish and update competitor product information.

Ability to view competitor product information.

Ability to compare own P&S with competition.

Ability to view comparisons between competitor's products and company's
products.
Ability to support reporting of competitor solutions per account opportunity.
Ability to establish and maintain offer pricing information.
Ability to simulate the impact of new P&S on the market, customer database
and competitors.
Ability to extract price/quote/configure data for use in forecasting
Support for advanced forecast management techniques
Ability to assign weight to each forecasted opportunity
Ability to designate opportunities to be included in forecast or not reflected in the
forecast at the user and/or management level
Support for hierarchical rollup forecasting with administrator-defined periods, rollup
groups and quota levels
Support for submission and rejection of forecasts
Ability to generate forecast from both quoted opportunities and non-quoted
opportunities
Ability to display forecast vs. quota in graphical format
Ability to forecast sales based on pipeline and historical performance
Ability to view forecasts by sales rep, territory, district, etc.
Ability to compare current sales vs. forecast
Ability to set forecast windows (30, 60, 90 days etc.)
Ability to view forecasted information by type, by product, by customer, etc.

Automatic integration with Data Warehouse systems

Support the integration with Data Warehouse systems and other external Data
Bases (specify supported formats).
Support the integration with Cubo (see interface details in RFQ document).
Ability to keep tracking of data transfers between CRM and the Data Warehouse
solution.

Ability to analyse customer database and their historical behaviour to define

new campaigns.
Ability to create account strategies and business plans for a customer and
communicate those to management (methodology based account planning).
Ability to develop and print detailed account plans for customer accounts, i.e. what
can we market to the customer, what is the revenue potential for an account and
what are the future needs of the customer.
Ability to perform opportunity analysis using a variety of different criteria, e.g.
Geography, Level of Sophistication, Revenue Potential (sophisticated operations
management system capabilities)
Ability to define multiple segments and assign different treatments for each
one.
Ability to classify customers by segments such as High Value, Tax-Exempt, Affinity
Groups – typically based on input from external customer information analysis
Ability to evaluate and represent the value of a customer based on a predefined set
of criteria
Ability to develop and manage marketing plans.
Ability to analyze customer data in order to target customers for a particular
campaign.
Ability to establish and maintain marketing campaign promotions
Ability to view marketing campaign promotions
Ability to establish and maintain offer pricing information
Ability to establish and update competitor product information
Ability to view competitor product information
Ability to view comparisons between competitor's products and company's
products
Ability to view on-line any marketing materials which have been sent to the
customer
Ability to define and calculate financial indicators (ROI, VAL, costs, etc.) in
order to make a complete financial assessment of the campaign.
Execute flexible campaign evaluation rules and compute the campaign's financial
indicators (e.g. ROI, VAL, cost and return distribution)
Produce audit and control reports of campaigns.

Ability to generate contact lists and selling opportunities for selected

customers by campaign.

Ability to generate contact lists.

Ability to create a target customer list to support campaigns. Are tools provided or
are manual queries required? (e.g. Use a manual query to generate a list of
customers which can then be loaded into a call list for outbound contact).
Ability to define automatic and manual exports for sales CRM systems, sales force
or external telemarketing agents.

Analysis and reporting support of:

- Management and business indicators
- Quality of service indicators
- Sales performance
- Data consistency between systems
- Information on fraud.
Ability to generate reports on Funnel Analysis, Forecast Analysis, Market Analysis,
Campaign Analysis, etc.
Ability to support reporting of competitor solutions per account opportunity
Support for reporting and analysis on lead generation of specific activities
Automatic reporting of contract expirations
Ability to generate reports on business performance indicators
Ability to generate reports on network quality indicators
Ability to generate reports on system assurance and coherency
Ability to generate reports on fraud

Ability to create, manage and view contacts. Ability to store detailed information of
contacts, including the contact's geographical area.
Ability to associate contacts to opportunities and sales teams.
Ability to store and view history of all interactions with contacts and clients.
Ability to restrict the data formats inserted in the system. Ability to warn and avoid
user errors.
Ability to detect and correct duplicated data insertion (contacts, opportunities, client
data, etc.).
Specify the unique identifiers supported.
Flexibility to support specific sales methodologies, with variations by geography or
market/clients segments.
Describe the supported methodologies.
Ability to distribute sales opportunities, automatically and manually, by sale teams
and salesman.

Ability to perform account management and planning.

Ability to set and classify accounts by market/client segment.
Ability to reassign accounts to other teams/salesman temporarily or definitely.
Abilitiy to integrate with Order Management and Data Warehouse systems
Ability to design, generate and reuse sales proposals.
Possibility to create a sale order, purchase order or P&S subscription from a
proposal.

Ability to set and generate proposals automatically. Ability to keep proposal

templates.
Ability to create, revise, approve and monitor contracts. Associate contracts to
sales force.
Ability to keep updated information about all sales teams and sales force members
including agents, partners and other associated entities.
Ability to register, validate and update the stock of equipment in ERP at the
moment of sale. Ability to associate P&S to clients.
Ability to monitor the whole life cycle of sales opportunities.
Ability to define sales objectives, commission plan and rappel plan. Ability to
customize objectives/ echelons for each selling point (negotiation type and selling
potential).
Ability to calculate sales automatically and follow the objectives achievement for
each selling point and sales channel.
Ability to create the sales report and objective's achievement and commissioning
calculation. Ability to send the report electronically to the selling point and by
internal dispatch.
Ability to prepare history analysis and to define the new selling objectives
iteratively.
Ability to track prepaid SIM cards activitation by agents and associate the sales to
the specific agent.
SIM cards that are sold to agents are registered in SAP, in text fields. The only way
to know if agent already sold card to final client is to analyse

Ability to integrate and process sales opportunity lists created in other system. (e.g.
excel files integration).
Workflow management and campaign implementation.
Ability to register and categorize client interactions and contacted prospects.
Ability to execute campaigns simultaneously by several channels.
Ability to create and manage conversation scripts.
Ability to generate screen alerts for selling opportunities for cross-selling and up-
selling, based on a campaign, P&S catalogue and profile of the client.
Possibility to create and maintain a prospect database (potential clients).

Ability to manage a P&S catalog with various dissociation levels (e.g. ADSL service
by different bandwidth).
Ability to manage P&S bundles and P&S offers.
P&S catalog integration with charging information for the billing solution. Describe
which is the master P&S catalogue (CRM, Billing, OSS) and the necessary
mechanisms for synchronization.
Integration with operational CRM for client data access and update.
Facilitated access to enterprise marketing materials, rules and procedures .
Maintain information for training on new products and services for the selling force.
Ability to visualize and compare competition P&S.
Store industry legislative information.
Support offer configuration based on history of clients and competition. Share
information access of products / services, between sales and marketing
departments in order to be used in selling of solutions.

Availability of standard reports.

Ability to customize reports.
Report archiving.
Export to a file format supported by Office (.txt, etc.) for information analysis.
Forecasting capabilities based on sales pipeline and leads.
Reporting capabilities about level of use, level sales and billing of the different
channels (contact center, stores, e-mail, etc.).

Capability to identify, monitor and validate the customer's products and

services, as well as their service level.
Ability to authenticate the customer and determine entitlement based on contracts
and products
Ability to provide product/service information to customer
Ability to collect and provide information of P&S in order to inform customer, based
on P&S catalogue, namely marketing and technical information.
Ability to validate entitlement of all incoming service requests by pre-defined fields
(e.g. Customer number, P&S type or serial number, account, etc.)
Ability to search all fields contained in the client detailed information
Ability to distinguish service level requirements of contract
Ability to identify which entity brought the customer.
Ability to monitor the contract scope, contract periods, (e.g. expiration), equipment,
guarantees and associated clauses. Possibility to generate automatic alerts to
Back-office.
Ability to validate customer account status (e.g. ensure customer is not delinquent
on payment, delinquent returns, etc.)
Ability to support every P&S from the catalogue.
Ability to verify and manage special entitlements (customer specific contract terms)
Ability to distinguish caller based on contact type (non-contract, on-line, on-call, on-
time, on-demand, on-alert, on-guard)
Ability to integrate with IVR/CTI technology
Ability to register all interactions with customers and ability to associate them by
contract.
Ability to report on expired contracts
Ability to report on service level agreements compliments (internal, suppliers and
distributers)
Support for data and voice pre-paid based P&S
Ability to manage P&S, contracts and service levels, capable to fulfil the
customer needs.
Ability to allow customer to create autonomously a new request that will origin a
new contract (Self-Care & Self-Provisioning).
Ability to define and validate P&S hierarchy and dependencies on contract creation
Ability to manage and cross-reference a large number of P&S. (e.g. gather with
one iteration several requests of the same P&S).
Ability to categorize P&S by produt line, product type, class, client segment, etc
Ability to support multiple P&S offerings
Ability to easily create multi-tiered P&S offerings
Ability to develop standard service contracts
Ability to develop tailored (custom, ad-hoc) contracts (with the possibility to
manage its workflow).
Ability to price and cost standard and tailored contracts
Ability to access and support contracts made via authorized dealers
Ability to support unique P&S ID numbers
Ability to create contracts of variable duration
Ability to establish specific service level agreements
Ability to gather several contracts and consolidate them in the same contract by
client.
Ability to define the same contract and assign it to different customers.
Ability to manage discounts on P&S (up to 100%). Ability to apply massive discount
by P&S, customer or location.
Ability to manage promotions. Ability to assign massive promotions by P&S,
customer or location.
P&S master record should only exist in one place
Ability to identify equipments by serial number or equivalent, assigned to the
contract.
Flexibility on how to generate P&S billings (e.g. bill in different currencies, bill to
different locations, etc.)
Ability to choose the desired billing cycle in accordance with customer type and
service.
Ability to start the billing process manually. (e.g. customer wants to pay at the same
moment that he requests the service).
Ability to choose the language to be used in the bill.
Ability to set P&S start date around business rules
Ability to automatically trigger a new warranty when a new product is shipped to the
customer (installation report)
Ability to perform quote management on a contract
Ability to verify the installed P&S and the in progress requests.
Ability to define the responsible for payment at customer level, account level or
subscriber level.
Ability to link to registration information stored on marketing database
Ability to manage contracts (provide information to customers, update
information, change information and monitor contract).
Ability to manage customer access to contract information
Ability for customers to renew contracts easily
Ability to provide contract authentication via the Web
Ability to maintain and manage standard contracts
Ability to maintain and manage tailored contracts
Ability to provide easier access to contract deliverables, authorized contracts
information and terms (e.g. provide all contract information on a single screen)
Ability to restrict access to authorized users
Ability to track customer's new purchases
Ability to transfer/update asset/installed base
Ability to modify contract with serial number (using id)
Ability to provide and change service levels
Ability to provide prepaid payment schedule
Ability to provide on-line tracking of warranty start and end dates by serial number
Ability to track modifications or updates to contracts
Ability to change contract terms, conditions without losing service history
Ability to create customer pathways for service solutions
Ability to scale service solution along with customers' growth (e.g. global
expansion, multiple product lines, acquisitions)
Ability to provide service contract performance (e.g. cost of service contract,
profitability of service contract, % of free service provided, etc.)
Ability to track active customers w/o contracts
Ability to track active resellers w/o contracts
Ability to track revenue from fee for service channel
Ability to track over-delivery on service contracts
Ability to track service history for customers across contracts
Ability to monitor contract expiration and trigger the necessary actions to
renew the contract in a proactive way.
Ability to trigger customer billing and renewal notices
Automatic reporting of contract expirations.
What if analysis on contract pricing
Ability to measure customer satisfaction levels, to correct non compliant
levels and analyse quality history.
Ability to report back to customers about service performance
Ability to measure customer satisfaction index - integrated survey mechanism
Ability to collect, distribute, track and maintain information about products
(installation report)
Workflow and skills based routing to assist in the optimal resource allocation for
working through the problem
Ability to correlate repair information with customer problems
Ability to provide Product Quality/Failure Reports (e.g. number of calls handled,
number of tickets, number of repeat incidents, incident to defect ratio)
Ability to provide reports based on customers (installed base, number of tickets,
etc.)
Ability to report on frequently reported problems by product (or customer)
Ability to measure customer relief times
Ability to provide trend analysis on historical data (e.g. report to show whether or
not the overall product quality is improving over time)
Ability to report on what we have done for a customer (and how much time was
spent on each stage)
Ability to report on failure and return rates
Ability to provide monthly quality reports (units shipped, units returned, DOA - Dead
on Arrival -, etc.)
Ability to provide multidimensional analysis of support (by customer, product, etc.)
Ability to measure service quality
Ability to identify which problems are impacting the max number of customers
Ability to measure product availability
Ability to provide product retention rates
Ability to provide third party access (change information, update, import,
prioritize, monitor informations and ensure quality levels).
Ability to add customer email address or mobile phone number, enabling the email
of SMS of incident resolution information to customer
Ability to log field service request
Ability to manage field service request
Ability to request parts from the field
Ability to track installed base configurations
Ability to view customer service requests from the field
Ability to pick date range from 1wk - 6mths to show what/who (customer name and
work type) is scheduled
Ability to identify work that is paid for or arranged for, from work that is pending
Ability to import data from dispatch to ensure proper billing
Ability to provide intelligent scheduling of field service reps and the optimizing of
parts inventories (e.g. send out field service representatives that are closest to the
customer)
Automatic escalation to field service representative of high priority issues (e.g.
automatic paging)
Ability to ensure customers are charged for additional services not covered through
normal contracts
Ability to provide field technician with complete overview of customer relationship
Ability to store configuration and installation data from third party installation
Ability to track T&E (time and expenses) of field service technicians
Ability to track reconciliation's of payments to third parties (reconcile pay dates and
invoice dates)
Automatic notification of entitlement verification (contract signed)
Ability for third party field engineers to have limited access to system (Web access)
and update activity performed on the call
Ability to provide capability for corporate headquarters and remote field personnel
to remain in sync (database replication and remote synchronization remotely from
the field)
Ability to relate predefined activities and work plans to actual service orders
Ability to track all training information (for the field) and costs
Ability to match product/services to sales opportunity
Ability to provide product/service information
Ability to see past and future schedule
Ability to import information from Dispatch, Time Off, Training, and Schedule
Ability to print off or copy FSR to diskette and other portable storage devices
Ability to designate product type
Ability to track field system level performance (e.g. time to relief, dispatch time,
etc.)
Ability to view revenue (by standard/overtime hours and by internal, contract,
pending, etc), expenses (training, etc), utilization
Ability to send contract information, consult and initiate the payment and
contract renewal process.
Ability to send information regarding contract payment status
Ability to view the following information:
- Billing information
- Traffic information
- Current account information (including credit)
- Payment history
Ability to make debt collections from CRM. CRM will be used in shops to receive
payments.

Ability to create an incident notification (trouble-ticket), through multiple

channels and contact paths, as well as its analyse and monitoring.
Ability to generate TT via web information
Ability to generate manually TT via e-mail
Automatic receipt notification of e-mail or web request
Ability for customer to indicate call back mechanism (e.g. time of day for call back,
mechanism for call back)
Ability to generate TT (system generated problem or customer generated via e-
mail)
Ability to provide automatic notification to customers in portuguese
Ability to create trouble ticket
Assign ticket ID automatically
Ability to attach a customer reference number on the ticket (e.g. the customer's
own ticket reference number)
Ability to attach multiple contacts per incident
Ability to display service level within ticket
Ability to link trouble tickets for the same (duplicate) incident by the same customer
Ability for high priority TT to generate alerts. What is the mechanism for TT
prioritization?
Example: client segment, priority clients, medical emergency numbers, government
functions, etc.
Identify product attributes of problem. Possibility to define the attributes to
characterize the problem related to the product.
Ability to support product hierarchy and view the customer P&S.
bility to support hierarchical states of a ticket. Ability to relate TT by dependence
type Father / Son.
Ability to view existing trouble tickets.
Example: View by Client, by Service, by Contract, etc.
Ability to integrate information from other platforms. The operator should be
automatically notified when the client participates a problem.
Examples:
- Network planned interventions that will create unavailability of service.
- Network failures that a
Ability to create actions and assignments for tickets
Existence of a guide to help the user to identify the source and cause of the
problem reported, according to client P&S.
Ability to identify originator of ticket by geography
Ability to trigger bills on non-contract service (e.g. T&M)
Ability to collect and validate the customer equipment information through its serial
number or id.
Ability to validate services coverage for an entire product life cycle
Attach multiple product identification down to FRU (field replaceable unit) level.
Capacidade de recolha e validação de informação de equipamento do cliente,
através do seu número de série ou id.
Ability to track the defective product in the ticket
Ability to reclassify problem descriptions
Ability to receive TT requests from suppliers and distributors. Ability for agents to
receive the participations from clients and to create them as TT.
Ability to link to order management for new product codes, description, and
designations (common parts master). Ability to link to OM and relate with the TT
created.
Integration with sales
Ability to assign an incident notification (trouble-ticket), transfer correctly to
the best ownership and prioritize.
Ability to transfer tickets
Ability to assign tickets to proper queues
Ability to assign ownership of ticket (e.g. account teams, project teams, individual,
etc.)
Ability to provide contract and product based priority assignment
Ability to prioritize and reprioritize trouble tickets based on attributes (e.g.
customer, account, contract, etc.)
Ability to receive Clients incidents information from multiple ways and
analyse it according to the defined service level.
Ability for customer to view tickets and ticket status belonging to a site
Ability for customer to view all "public" information on a ticket
Ability for customers to view history of tickets
Ability to append e-mail to trouble ticket
Ability to send e-mail from within the ticket
Ability for account teams to view ticket information
Ability to search on Ticket ID
Ability to manage problems according to service level agreements
Ability to attach documented procedures to fault debugging
Integrate to Knowledge Management System
Ability to tie into engineering to view ticket information (OSS integration)
Ability to notify the Client, escalate and monitor claims.
Ability to send an automatical email to notify customer that his claim was received.
Automatically email to notify customers of escalation status
Ability to set resolution times by claim type and status.
System must be able to alert the operator that a complaint has already exceeded
the pre-defined time and state of resolution.
Ability to create Reports by: claim status, client segment, claim type, client,
geographical area, temporal periods (between dates), P&S.
Ability to define the claim status.
Ability to maintain the historical evolution of the complaint states.
Ability to provide workflow capability, automated escalation and alert functionality
by aging of an issue, site, customer, severity.
Ability to assign responsibility to another group/individual
Interact with OSS when the claim proceeds from a bad engineering resolution. A
Repair which turned into a complaint.
Ability to prioritize TT and reason
Ability for account teams and product teams to view escalated TT
Ability to monitor, notify, repair and measure the incidents related to the
incidents workflow.
Ability to track ticket status through Web interface
Ability for customers to view Ascend's ability to meet their (the customer's) service
level agreements on-line
Ability to provide workflow and automated alert functionality
Automatic notification when a TT has been closed
Ability for ticket owner to know when information on a ticket has been updated
Ability to enter validation rules (e.g. tickets can only be closed by ticket owner after
speaking with customer, etc.)
Resource utilization (actual effort time - amount of time spent in each stage)
Ability to track time spent on a ticket and what level of person spent on it
Ability to track customer with excessive incident volumes.
Ability to generate alerts when a customer has an excessive number of complaints
(this value will be customizable and previously defined).
Ability to view the claims by entering channel type.
Ability to create engineering requests processes and procedures.
Ability to support Web interface
Ability to support problem descriptions, comments, repeat problems and debug
information into fields
Ability to open an engineering TT based on TRs, product enhancement requests
and bug reports
Ability to notify clients and monitoring the engineering incidents resolution,
as well as reports production.
Automatic notification to customers of engineering resolution
Ability to provide automatic notification to customers
Ability to receive the state "Reparado" (repaired) from the OSS solution.
Ability to change the TT status to "Fechado" (closed) from the CRM solution.
Ability to integrate with OSS solution to manage the engineering requests.

Ability to receive, validate, prioritize and support transactions.

Ability to validate an order:
- check that all mandatory parameters are present
- check that all parameters have valid values
- check that parameter combinations are valid
Ability to define validation rules
Ability to prioritize customer orders automatically based on pre-defined rules (e.g.
customer segment, customer value) or manually
Ability to manually set the order priority.
For some P&S (e.g. ADSL), the solution must validate if the local loop was already
unbundled. This must be a real-time interface with OSS.
Ability to support the following transactions by product:
- activation of new service (including Number Visualization & Attribution)
- modification of service
- suspension of a service
- disconnection of a service
Ability to decompose a complex customer order and follow the order status.
Ability to decompose a complex customer order (e.g. bundles - mobile subscription
and supplementary services, fixed line and data service, email & access) into:
- individual service orders
- service elements
- service parameters
- action
Ability to establish and track links between customer order entities (e.g. customer
order completed when all individual service orders are completed)
Ability to define activities, tasks, dependencies, times and dates for the
provisioning system workflow.
Ability to define the activities and sequence of activities (workflow) associated with
each type of product or service
Ability to define the tasks associated with an activity
Ability to define dependencies between activities in a workflow. Examples are:
- finish-to-start
- start-to-start
- finish-to-finish
- start-to-finish
Ability to define concurrent activities
Ability to view the workflow associated with a particular transaction for a product
graphically
Ability to manually over-ride system generated customer dates (I.e. order due
dates and/or activity due dates) (e.g. expedite order)
Ability to define multiple workflows per transaction per product and trigger
appropriate workflow based on:
- order parameters
- responses from interfacing systems or workgroups

Ability to assign users to workgroups, to grant access privileges and audit

measures in the system.
Ability to assign users to workgroups
Ability to assign security access privileges (e.g. read/write) to individual users or
workgroups by:
- field
- function
- module
- customer
Ability to create a rolling audit trail of all actions performed in the system detailing:
- what was done
- when it was done
- who was it done by
Ability to define mandatory fields by product
Ability to prioritize orders, to manage pending orders, to refer, select, follow,
monitor and change orders.
Ability to handle prioritized orders (e.g. place priority orders at front of the queue,
flag priority orders, decrease standard delivery times)
Ability to handle future-dated orders (I.e. enter an order that is not executed until a
specific date in the future)
Ability to age a pending order (e.g. notify a workgroup when an order has been
pending for a user-specified amount of time) and take appropriate action (e.g.
release reserved resources)
Ability to route individual tasks to the appropriate interfacing systems and/or
workgroups automatically or manually:
- workgroup work queues
- individual work queues
Ability to track status and report on all activities associated with an order (e.g. track
completion of an activity)
Ability to view order status by user or workgroup
Ability to track durations of all activities
Ability to issue notifications for all activities and tasks in jeopardy (I.e. overdue
activities and tasks) using the following methods:
- email
Ability to provide reports on durations of all orders and associated activities
Ability to cancel or modify order in progress and coordinate the changes with other
systems.
Ability to view orders in the system:
- by customer name
- by order date
- by P&S
- by range of dates.
Ability to manage, monitor and respond to errors.
Ability to perform complex error handling
Ability to determine when an order fails (e.g. error codes from other systems or
those entered manually)
Ability to take corrective action when an order fails (e.g. resend order)
Ability to notify appropriate workgroups or individuals when an order fails
Ability to perform roll-back when an order fails
Ability to route errors to appropriate workgroups or individuals by error type
Ability to time sequence errors
Ability to search, select and view orders
Ability to search/select all orders or order components (e.g. activities) by multiple
search criteria (customer, type of order) including:
- wildcard searches
- partial name (e.g. first 3 characters of name)
- any sequence of characters in name
Required
Not Requried