Siebel Order Management Guide Addendum for Industry Applications > Customer Use of Order Management >

Business Scenario for Customer Order Management

This scenario provides an example of a process performed by customers of a telecommunications company. Your customers may follow a different process according to your company's business process.

This scenario describes how customers can:

Create a Quote and Convert it into an Order

A telecom analyst for a small corporation wants to establish ten local telephone lines for a new office his company has opened. He accesses the GCI Telecom Web site and enters his username and password to see his company's account information. Using the Account Management view, he creates a new location and enters details for the new service account for the company's new office.

Then he clicks the Advise button, launching Siebel eAdvisor. The eAdvisor session that GCI's Small Business Enabler bundle is the most cost-effective solution for this customer. He accepts this advice and clicks the Customize button. The bundle appears in the eConfigurator view, which he uses to configure the GCI Small Business Enabler bundle of products.

The GCI Small Business Enabler bundle offers five to twenty local telephone lines for $5.99 per month per line, with voice mail and call waiting, and one additional optional feature included in the base price. The GCI Small Business Enabler bundle itself costs $25 per month and includes consolidated billing.

In eConfigurator, the customer enters 10 in the quantity field of the first line and clicks Customize. He selects caller ID as the optional feature. He sets up all 10 lines with the same features and clicks Done.

He views the items in the shopping cart. It shows the GCI Small Business Enabler bundle product with ten local telephone lines beneath. Each local telephone line has three child records that represent the voice mail, call waiting, and caller Id features. The voice mail feature has an attribute to represent the account password. He clicks the Checkout button and creates a new sales order.

For more information, see Saving a Shopping Cart as a Quote or Quote Template (End User) and Converting a Quote to an Order (End User).

Create a Delta Quote

A month later, the same analyst needs to add five more local telephone lines for the same new office. He logs into the GCI Web site, selects the appropriate account, WA, and navigates to the Service item view. The view shows that all of the previously requested services were successfully installed and that each of the ten existing local telephone lines is in an Active state.

After comparing plans, he decides the GCI Small Business Enabler bundle product, which his company is already using, is the best value for a company with up to twenty local phone lines. He navigates back to the customer Service Items view, selects the GCI Small Business Enabler bundle service item, and clicks the Modify button. The eConfigurator view appears, showing the currently configured state of the GCI Small Business Enabler bundle. It displays all ten local telephone lines along with their calling features. Bill adds five more local lines and clicks Done. Then, in the shopping cart, he clicks the Checkout button and creates a sales order.

For more information, see Create a Quote and Convert it into an Order and Revising an Order (End User).

Update a Delta Quote and Order

A day later, the same analyst learns that his manager is moving to the new location, so that he needs to add an ISDN line at the location for his manager. He checks the GCI Small Business Enabler bundle and finds that it also offers ISDN services at a discounted rate.

He navigates to his shopping cart, selects the GCI Small Business Enabler bundle and clicks the Customize button. The eConfigurator view appears, showing the GCI Small Business Enabler bundle as it was after he last configured it. He adds an ISDN line and clicks Done. Then he views the shopping cart and clicks Checkout.

For more information, see Create a Delta Quote and Revising an Order (End User).

Create a New Delta Quote with an Open or Pending Order

Later in the day, the analyst's manager logs onto the GCI Web site to check the status of his new ISDN line. She navigates to Products & Services and clicks on Service Item, to view all the services currently installed at his company's new location. Because the ISDN line has not been installed, it is not displayed in that view. She clicks on My Company's Orders and selects the first open order associated with the new location, to display an order summary.

In the order summary, the ISDN line item has an action status of Pending. The manager views the rates on the order and drills into the GCI Small Business Enabler bundle product to find out more. She sees that the bundle offers one free ISDN line for every two that are ordered. Realizing that several employees in the new office could benefit from enhanced Intranet access, she decides to order two more ISDN lines to take advantage of the offer.

She navigates back to the Service Items view, selects the bundle product, and clicks Modify. The eConfigurator view appears showing all of the installed products and all of the open order changes and additions. She adds two more ISDN lines and notices that the second new line is free. She clicks the Done button. In the Shopping Cart, only the two ISDN line items have an associated action (Add), and one is free. She clicks Checkout and creates the order.

For more information, see Update a Delta Quote and Order and Revising an Order (End User).

Place a Supplemental Order

A residential customer receives an email from a GCI marketing campaign, which explains the advantages of GCI's local phone service and suggests that the customer switch from her current phone company to GCI's Oregon Local Breakthrough Package. She clicks on the URL provided in the email.

At the Web site, she sees that this package includes a local telephone line, caller Id, and call forwarding. She decides to place the order, selects the package, and configures the service.

She decides to forward calls to her office number after six rings. She also decides to add voice mail service to the base package for an additional $6.95 per month. She clicks Checkout, enters new account and payment information, and confirms the order.

The Siebel application sends the order request to GCI's provisioning system and sends the customer a confirmation email, which summarizes the purchased service. Twenty minutes later, the customer reads the email and decides that $6.95 per month is too much for voice mail service, so she clicks the link in the email to access the GCI Web site.

From the Home Page, she clicks the My Accounts tab to view her order. All the order line items are still open, so she can click the Revise button to create a supplemental order.

The Siebel application marks the original order as inactive and copies it to a new active order with a status of Pending and a revision number of 2. The customer selects the GCI Oregon Local Breakthrough Package, and clicks the Customize button. In the eConfiguration view, she deletes the voice mail feature.

She also decides to change the call forwarding number (which she provided earlier) to her cell phone number, so she selects the forwarding number attribute of the call forwarding service and changes it. Then, she saves the new configuration to the supplemental order and clicks Submit. She receives a message indicating that her order is confirmed.

For more information, see Revising an Order (End User).


 Siebel Order Management Guide Addendum for Industry Applications 
 Published: 18 April 2003