BPM: Business Process Management

In today’s competitive telecommunications industry, network operators and service providers need a dynamic and efficient mechanism to automate labour-intensive processes, including fixed-line and broadband provisioning, sales order processing and e-commerce order fulfilment.

With Martin Dawes Systems’ Business Process Engine (BPE) you can automate all the stages of order handling and provisioning, from initial receipt and validation through to delivery. The progress of an electronic order is integrated with your billing and CRM system, allowing you to have visibility of the status of the order as it proceeds through your business.

BPE enables you to reduce your transaction costs, accelerate order fulfilment and enhance customer satisfaction. It provides a flexible, robust and scalable system that is also available pre-integrated with our diseMP billing and CRM solution.

The Challenge

Customers want to have a fast response to their orders and purchase at their own convenience. Sales campaigns can create particularly high levels of demand, potentially overwhelming customer services agents and frustrating both them and your customers.

Manual intervention in the order process can introduce human errors, causing delays and increasing the overall cost-of-sales for the business. Attaining rapid and accurate order processing is essential for operators and service providers.

Online sales are just one facet of your business. They need to be integrated into your existing business systems and still adhere to your business processes. These orders must be visible within your CRM system to deliver a complete and consistent view of all your business operations.

Given the anonymous nature of the web, the online sales channel must be able to identify fraudulent or bad credit risks before services are provided or goods are shipped. The fraud and credit procedures need to be flexible and consistent with the processes used elsewhere within your business.

Business Process Engine Components