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Asset-based ordering
As part of the Order Management module, Asset-based ordering needs to be activated separately, allowing customization of workflows and business services.
Asset-based ordering bases on a prior order by the customer, thus on the fact that the customer already owns (or uses) a product (service) provided by the company or a partner. A customer that has acquired telecommunications services, providing the organization with a phone line and a phone number, owns, from the provider’s perspective, a valuable Asset on which building on future activities (a key strategy CRM point is in fact maintaining existing customers, before acquiring new ones). The client could, for example, decide to request other phone numbers on the same line, or to split existing numbers on different lines.
Asset-based ordering leverages the order management process as it supports the creation and management of complex orders (containing complex pricing, combined billing types, combinations of services, multiple suppliers, etc.). In the example given above, the phone line could be the property of a partner (as the distributor in an Energy business scenario), while even the service could be provided by another one; nevertheless, the client receives one bill containing the information for the various services, as well as segmented prices based on consumption.
After the first negotiation and order with the client, the sales worker can generate an Asset directly from the order. Starting from this Asset, new quotes and orders can be generated, or changes can be done to existing quotes orders. If the client changes the initial order, changes can be accepted (based on company’s policies) and implemented. It is easier as well managing subscriptions as the Asset management allows suspending, discontinuing or resuming the service provided. If the client does not pay the bill, the provider can decide to act by suspending the service until the payment is realized, so resuming the existing service. A household might request the provider to interrupt the service over a period of time (when they go on vacation for 3 months they do not need the home phone). In this case the provider stops the service and resumes it again at the client’s request. Figure 1 shows a Crm-UP, UML compliant, description of the functional cases managed by Siebel Asset-based ordering module (the module is depicted as the blue cube, reconnecting the business scenario to technical aspects of the Siebel architecture – as a specific case study).
Figure 1. Asset-based ordering – overview use-cases model describing the main actions supported for a sales worker, interacting with the system.
The Assets owned by the customer are registered in a service profile, indicating the installed assets. It is easily accessed from the Account Screen, Installed Assets view, and allows the customization of specific automated workflows to reduce the amount of time to create quotes, orders and assets.
There are three scenarios for initiating Asset ordering. The client can ask for a revision of an existing order (not yet passed over the point of no return). In this case, after negotiating the quote and starting the order process, the client decides to change something (a product/service, or conditions of the order, etc.). Depending on the organizational policies, the order might still be changed, unless is has reached a point when the changing costs are too high (the point of no return for order execution).
A second scenario envisions the client as owner of an Asset, but wishing to modify it. It is the case, for example, of a telco company’s client that wants to change from one type of contract to another, because her/his needs have changed, so that less free minutes are required (a down-grade of contract).
The last scenario envisions the modification of the prior order by adding a new item. The client might want a new phone line and number to be added to the prior subscription. The basic conditions are not modified in this case, just new items are added and might have an impact on the general order (on the sum, etc.).
Figure 2. General flow of Asset-based ordering following three initialization scenarios.
The three scenarios have different evolutions, depicted in figure 2. When modifying an existing Asset, the Sales Worker has to start from the Assets screen and fill in the details as required. Afterwards it is possible to generate a new quote and transform it in an order (following internal processes) with the help of automated workflows (like automatic generation of Quote from Asset, and of Order from Quote). When adding a new item, the Sales Worker starts from the Quotes screen, creating the Quote and filing in its details. If the change regards an existing Order, following organizational policies, the Sales Worker accesses directly the Order and performs the modifications. The execution of the order and its monitoring is facilitated by the integration with back-office systems.
Businesses that combine products and services, such as Telecommunication and Energy industry, can take advantage of the facilities offered by Asset-based ordering, reducing client-service time and improving overall monitoring of customer and service.
