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Downloads >> Process Mapping Templates >> Enhanced Telecom Operations Map Process >> CRM - Support and Readiness

Enhanced Telecommunications Operations Map


CRM - Support and Readiness

  • Support Customer Interface Management - Ensure that all information, materials, systems and resources are available so that the Customer Interface Management processes can operate effectively, when a contact with a customer occurs.

  • Manage Campaign - Manage individual marketing campaigns developed by Product Marketing Communications & Promotion processes.

  • Support Order Handling - Ensure that new and/or modified Order Handling related infrastructure is deployed effectively, and to ensure that Order Handling processes can operate effectively.

  • Manage Customer Inventory - Establish, manage and administer the enterprise's customer inventory, as embodied in the Customer Inventory Database, and monitor and report on the usage and access to the customer inventory, and the quality of the data maintained in it.

  • Support Problem Handling - Assist Problem Handling processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Handling processes.

  • Manage Product Offering Inventory - Establish, manage and administer the enterprise's product offering inventory, as embodied in the Product Offering Inventory Database, and monitor and report on the usage and access to the product offering inventory, and the quality of the data maintained.

  • Support Retention & Loyalty - Ensure that all information, materials, systems and resources are available so that the Retention & Loyalty processes can be completed without delay, when a request is received from a customer.

  • Manage Sales Inventory - Establish, manage and administer the enterprise's sales prospects, actual sales, channel management and sales commissions, as embodied in the Sales Inventory Database, and monitor and report on the usage and access to the sales inventory, and the quality.

  • Support Marketing Fulfillment - Ensure that there is capability to support the expected demand for the Marketing Fulfillment Response processes so that they can operate effectively.

  • Support Bill Invoice Management - Ensure that all information, materials, systems and resources are available so that the Bill Invoice Management processes can be completed without delay.

  • Support Selling - Ensure capability to support the expected demand for the Selling processes so that they can respond to customers according to agreed targets.

  • Support Bill Payments and Receivables Management - Ensure that all information and systems are available so that the Bill Payments & Receivables Management processes can be completed without delay.

  • Support Customer QoS/SLA - Support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS.

  • Support Bill Inquery Handling - Ensure that all information, systems and resources are available so that the Bill Inquiry Handling processes can be completed without delay.

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