Service Manager (SM) is a suite of applications designed to provide support for a service throughout its lifecycle. SM provides flow-through service activation, exception management, customer care, mediation services, and robust reporting in one integrated and proven solution.

SM allows Service Providers to introduce new services and leverage past investments made in back-office legacy systems, without the pain and expense of performing major modifications to their legacy systems.

Successful service activation starts with the ability to flow-through service orders- untouched by human hands. SM is designed to achieve 99.5% flow-through of all service orders. For the .5% that may not flow-through, SM manages the workflow of tasks necessary to effectively resolve the exceptions.

Customer Care is enhanced by SM's Intelligent Work Station (IWS) browser based software. IWS allows customer care people to quickly resolve service issues by providing subscriber event history, service diagnostics, and network status information via a friendly graphical user interface. IWS is "network aware", which means your customer care representatives will know if there are network based issues affecting the service and can intelligently interact with subscribers- not just read from a script.

Many services are provided from multiple network elements across multiple networks and by multiple vendors. Today's network elements have the ability to generate tremendous amounts of data about how subscribers are using their service(s). SM's Mediation Services collects that data and prepares a normalized stream of data for billing systems or other decision support systems across the enterprise that require usage data in a specific format.

ServiceSPAN can implement SM as a data center based application or as a hosted application. Either implementation provides a comprehensive and powerful suite designed to improve service, reduce costs, and increase quality of subscriber services on both landline and cellular networks.

"The rate at which service orders (for new and existing services) flow through our provisioning system is not nearly as high as we need it to be. As a result, we must handle too large a percentage of our service orders manually."

"We need a more efficient way of integrating our new services into our customer care processes."

"Our customers demand services that meet a wide variety of their needs. Consequently, our service activation process becomes complex and our legacy systems cannot keep pace."

"When we introduce new services we seem to answer service activation and customer care problems by adding more people to our help-centers instead of enhancing our support systems."

"Our marketing organizations must rely on an inefficient process of querying multiple sources of data to track sales, track promotions, identify trends, and deliver fulfillment materials."

ServiceSPAN's solutions answer the challenge by:

• Achieving a service order flow-through rate of 99.5% at a rate of 4000+ orders per hour.

• Detecting errors on service orders and correcting them by rerouting the order back through the legacy system, providing an error in a work queue, or providing an error to a representative for re-negotiation.

• Providing our IWS software, which is network aware, and used for managing incoming support and repair calls, outbound calls in support of promotions, service order errors, and coordination of platform cut-overs and load balances.

• Integrating with legacy trouble ticket systems to receive troubles from other areas of the enterprise.

• Incorporating skills based routing and the prioritizations of incoming work, which allow management to direct work to the most qualified employees, assuring service commitments are met.

• Providing intelligent mediation services between network elements and billing systems and between network elements and decision support systems.

• Delivering a reporting subsystem which includes:

  • Support center performance statistics
  • Individual user productivity
  • Pending work breakdown
  • Trouble analysis