CRM Requirements

8/8/2019 CRM Requirements

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CRM - AnalyticalMarket Intelligence

Marketing Automation

Customer Retention

P&S Design

Simulate P&S

Market and Customer Segmentation

Access and Maintain P&Scustomer information

Comparison Between InternalP&S and Competition



Campaigns Design

Customer Analysis

Segment Analysis

Campaign financial analysis

Reporting

Integration with datawarehouse

Creation of SellingOpportunities and Contact

Lists

Analysis and ReportingSupport



CRM - SalesOpportunity Management

Account Management

Sales Force Automation (SFA)

Campaigns Execution



P&S Catalogue

Reporting

CRM - OperationalClients Management

Contract Creation

Customer and its P&SIdentification



Contract management



Contract Renewal

Quality management

Third Party Access



Financial Capabilities

Incidents Management

Trouble-tickets creation



Trouble-tickets assignation

Incidents Analysis

Claims Management

Claims Workflow



Engineering request creation

CRM - Order Entry & ProcessingOrder Entry

Order Registration

Decompose Requests

Process Monitoring

Access governance

Engineering RequestsManagement

Manage ProvisioningWorkflow



Manage requests

Manage and monitor errors

Search and view requests



Support for market segment analysis

Support for sales performance analysis

Support for On-Line Analytical Processing (OLAP)

Support for target marketing

Ability to use aggregate data, summaries, rollups and other data views

Ability to track marketing data such as lead source, marketing campaigns, etc.

Ability to develop and manage marketing plans

Ability to establish and maintain marketing campaign promotions.

Ability to view marketing campaign promotions.

Ability to notify the sales force of various promotions.

Ability to track effectiveness of marketing campaigns/promotions.

Ability to conduct an on-line analysis of rate plans and customer usage.

Track responses from customer based on specific campaign.

Track responses from customer based on customer segment.

Track responses from customer based on channel.

Ability to support loyalty programs based on measures such as tenure and usage.

Ability to track awards/gifts status.

Ability to view and maintain P&S information of competition.

Ability to establish and update competitor product information.

Ability to view competitor product information.

Ability to compare own P&S with competition.

Ability to support reporting of competitor solutions per account opportunity.

Ability to establish and maintain offer pricing information.

Ability to extract price/quote/configure data for use in forecasting

Support for advanced forecast management techniques

Ability to assign weight to each forecasted opportunity

Support for market segment and performance analysis. Ability to processand work the information available in SI. Ability to provide managing data toMarketing and Sales department.

Ability for sales managers to monitor their progress towards sales and marketinggoals

Ability to view on-line any marketing materials which have been sent to thecustomer.

Ability to analyze the available information from different perspectives anddifferent selection criteria.

Ability to perform opportunity analysis using a variety of different criteria, e.g.Geography, Level of Sophistication, Revenue Potential (sophisticated operationsmanagement system capabilities).

Ability to classify customers by segments such as High Value, Tax-Exempt, AffinityGroups – typically based on input from external customer information analysis.

Ability to evaluate and represent the value of a customer based on a predefined setof criteria.

Ability to create groups of customers and to define and communicate the strategyand business models for customer relationship (methodology based accountplanning).

Ability to provide/alert commercial information to internal recipients,monitoring the campaigns success and commercial performance of customers, providing specific alerts in a proactive way.

Ability to periodically review the customer loyalty indicator (typically in batch mode)for customers and take action(s) as appropriate to the program defined.

Ability to automatically generate a proactive customer contact request based oncustomer loyalty indicator.

Ability to flag long-standing customers for preferential treatment (by some type of tenure indicator).

Ability to flag long-standing customers for billing flexibility (by some type of tenureindicator).

Ability to view comparisons between competitor's products and company'sproducts.

Ability to simulate the impact of new P&S on the market, customer database

and competitors.



Support for submission and rejection of forecasts

Ability to display forecast vs. quota in graphical format

Ability to forecast sales based on pipeline and historical performance

Ability to view forecasts by sales rep, territory, district, etc.

Ability to compare current sales vs. forecast

Ability to set forecast windows (30, 60, 90 days etc.)

Ability to view forecasted information by type, by product, by customer, etc.

Automatic integration with Data Warehouse systems

Support the integration with Cubo (see interface details in RFQ document).

Ability to develop and manage marketing plans.

Ability to establish and maintain marketing campaign promotions

Ability to view marketing campaign promotions

Ability to establish and maintain offer pricing information

Ability to establish and update competitor product information

Ability to view competitor product information

Produce audit and control reports of campaigns.

Ability to generate contact lists.

Ability to designate opportunities to be included in forecast or not reflected in theforecast at the user and/or management level

Support for hierarchical rollup forecasting with administrator-defined periods, rollupgroups and quota levels

Ability to generate forecast from both quoted opportunities and non-quotedopportunities

Support the integration with Data Warehouse systems and other external DataBases (specify supported formats).

Ability to keep tracking of data transfers between CRM and the Data Warehousesolution.

Ability to analyse customer database and their historical behaviour to definenew campaigns.

Ability to create account strategies and business plans for a customer andcommunicate those to management (methodology based account planning).

Ability to develop and print detailed account plans for customer accounts, i.e. whatcan we market to the customer, what is the revenue potential for an account andwhat are the future needs of the customer.

Ability to perform opportunity analysis using a variety of different criteria, e.g.Geography, Level of Sophistication, Revenue Potential (sophisticated operationsmanagement system capabilities)

Ability to define multiple segments and assign different treatments for eachone.

Ability to classify customers by segments such as High Value, Tax-Exempt, AffinityGroups – typically based on input from external customer information analysis

Ability to evaluate and represent the value of a customer based on a predefined setof criteria

Ability to analyze customer data in order to target customers for a particular campaign.

Ability to view comparisons between competitor's products and company'sproductsAbility to view on-line any marketing materials which have been sent to thecustomer Ability to define and calculate financial indicators (ROI, VAL, costs, etc.) inorder to make a complete financial assessment of the campaign.

Execute flexible campaign evaluation rules and compute the campaign's financialindicators (e.g. ROI, VAL, cost and return distribution)

Ability to generate contact lists and selling opportunities for selectedcustomers by campaign.

Ability to create a target customer list to support campaigns. Are tools provided or are manual queries required? (e.g. Use a manual query to generate a list of customers which can then be loaded into a call list for outbound contact).

Ability to define automatic and manual exports for sales CRM systems, sales forceor external telemarketing agents.

Analysis and reporting support of:

- Management and business indicators- Quality of service indicators- Sales performance- Data consistency between systems- Information on fraud.



Ability to support reporting of competitor solutions per account opportunity

Support for reporting and analysis on lead generation of specific activities

Automatic reporting of contract expirations

Ability to generate reports on business performance indicators

Ability to generate reports on network quality indicators

Ability to generate reports on system assurance and coherency

Ability to generate reports on fraud

Ability to associate contacts to opportunities and sales teams.

Ability to store and view history of all interactions with contacts and clients.

Ability to perform account management and planning.

Ability to set and classify accounts by market/client segment.

Ability to reassign accounts to other teams/salesman temporarily or definitely.

Abilitiy to integrate with Order Management and Data Warehouse systems

Ability to design, generate and reuse sales proposals.

Ability to monitor the whole life cycle of sales opportunities.

Workflow management and campaign implementation.

Ability to register and categorize client interactions and contacted prospects.

Ability to execute campaigns simultaneously by several channels.

Ability to create and manage conversation scripts.

Ability to generate reports on Funnel Analysis, Forecast Analysis, Market Analysis,Campaign Analysis, etc.

Ability to create, manage and view contacts. Ability to store detailed information of contacts, including the contact's geographical area.

Ability to restrict the data formats inserted in the system. Ability to warn and avoiduser errors.

Ability to detect and correct duplicated data insertion (contacts, opportunities, client

data, etc.).Specify the unique identifiers supported.Flexibility to support specific sales methodologies, with variations by geography or market/clients segments.Describe the supported methodologies.

Ability to distribute sales opportunities, automatically and manually, by sale teamsand salesman.

Possibility to create a sale order, purchase order or P&S subscription from aproposal.

Ability to set and generate proposals automatically. Ability to keep proposaltemplates.

Ability to create, revise, approve and monitor contracts. Associate contracts tosales force.

Ability to keep updated information about all sales teams and sales force membersincluding agents, partners and other associated entities.

Ability to register, validate and update the stock of equipment in ERP at themoment of sale. Ability to associate P&S to clients.

Ability to define sales objectives, commission plan and rappel plan. Ability tocustomize objectives/ echelons for each selling point (negotiation type and sellingpotential).

Ability to calculate sales automatically and follow the objectives achievement for each selling point and sales channel.

Ability to create the sales report and objective's achievement and commissioningcalculation. Ability to send the report electronically to the selling point and byinternal dispatch.Ability to prepare history analysis and to define the new selling objectivesiteratively.Ability to track prepaid SIM cards activitation by agents and associate the sales tothe specific agent.SIM cards that are sold to agents are registered in SAP, in text fields. The only wayto know if agent already sold card to final client is to analyse

Ability to integrate and process sales opportunity lists created in other system. (e.g.excel files integration).



Possibility to create and maintain a prospect database (potential clients).

Ability to manage P&S bundles and P&S offers.

Integration with operational CRM for client data access and update.

Facilitated access to enterprise marketing materials, rules and procedures .

Maintain information for training on new products and services for the selling force.

Ability to visualize and compare competition P&S.

Store industry legislative information.

Availability of standard reports.

Ability to customize reports.

Report archiving.

Export to a file format supported by Office (.txt, etc.) for information analysis.

Forecasting capabilities based on sales pipeline and leads.

Ability to provide product/service information to customer

Ability to search all fields contained in the client detailed information

Ability to distinguish service level requirements of contract

Ability to identify which entity brought the customer.

Ability to support every P&S from the catalogue.

Ability to verify and manage special entitlements (customer specific contract terms)

Ability to integrate with IVR/CTI technology

Ability to report on expired contracts

Support for data and voice pre-paid based P&S

Ability to define and validate P&S hierarchy and dependencies on contract creation

Ability to generate screen alerts for selling opportunities for cross-selling and up-selling, based on a campaign, P&S catalogue and profile of the client.

Ability to manage a P&S catalog with various dissociation levels (e.g. ADSL serviceby different bandwidth).

P&S catalog integration with charging information for the billing solution. Describewhich is the master P&S catalogue (CRM, Billing, OSS) and the necessary

mechanisms for synchronization.

Support offer configuration based on history of clients and competition. Shareinformation access of products / services, between sales and marketingdepartments in order to be used in selling of solutions.

Reporting capabilities about level of use, level sales and billing of the differentchannels (contact center, stores, e-mail, etc.).

Capability to identify, monitor and validate the customer's products andservices, as well as their service level.

Ability to authenticate the customer and determine entitlement based on contractsand products

Ability to collect and provide information of P&S in order to inform customer, basedon P&S catalogue, namely marketing and technical information.

Ability to validate entitlement of all incoming service requests by pre-defined fields(e.g. Customer number, P&S type or serial number, account, etc.)

Ability to monitor the contract scope, contract periods, (e.g. expiration), equipment,guarantees and associated clauses. Possibility to generate automatic alerts toBack-office.

Ability to validate customer account status (e.g. ensure customer is not delinquenton payment, delinquent returns, etc.)

Ability to distinguish caller based on contact type (non-contract, on-line, on-call, on-time, on-demand, on-alert, on-guard)

Ability to register all interactions with customers and ability to associate them bycontract.

Ability to report on service level agreements compliments (internal, suppliers anddistributers)

Ability to manage P&S, contracts and service levels, capable to fulfil thecustomer needs.

Ability to allow customer to create autonomously a new request that will origin anew contract (Self-Care & Self-Provisioning).

Ability to manage and cross-reference a large number of P&S. (e.g. gather withone iteration several requests of the same P&S).



Ability to categorize P&S by produt line, product type, class, client segment, etc

Ability to support multiple P&S offerings

Ability to easily create multi-tiered P&S offerings

Ability to develop standard service contracts

Ability to price and cost standard and tailored contracts

Ability to access and support contracts made via authorized dealers

Ability to support unique P&S ID numbers

Ability to create contracts of variable duration

Ability to establish specific service level agreements

Ability to define the same contract and assign it to different customers.

P&S master record should only exist in one place

Ability to choose the language to be used in the bill.

Ability to set P&S start date around business rules

Ability to perform quote management on a contract

Ability to verify the installed P&S and the in progress requests.

Ability to link to registration information stored on marketing database

Ability to manage customer access to contract information

Ability for customers to renew contracts easily

Ability to provide contract authentication via the Web

Ability to maintain and manage standard contracts

Ability to maintain and manage tailored contracts

Ability to restrict access to authorized users

Ability to track customer's new purchases

Ability to transfer/update asset/installed base

Ability to modify contract with serial number (using id)

Ability to provide and change service levels

Ability to provide prepaid payment schedule

Ability to provide on-line tracking of warranty start and end dates by serial number

Ability to track modifications or updates to contracts

Ability to change contract terms, conditions without losing service history

Ability to create customer pathways for service solutions

Ability to track active customers w/o contracts

Ability to develop tailored (custom, ad-hoc) contracts (with the possibility tomanage its workflow).

Ability to gather several contracts and consolidate them in the same contract byclient.

Ability to manage discounts on P&S (up to 100%). Ability to apply massive discountby P&S, customer or location.

Ability to manage promotions. Ability to assign massive promotions by P&S,customer or location.

Ability to identify equipments by serial number or equivalent, assigned to the

contract.Flexibility on how to generate P&S billings (e.g. bill in different currencies, bill todifferent locations, etc.)

Ability to choose the desired billing cycle in accordance with customer type andservice.

Ability to start the billing process manually. (e.g. customer wants to pay at the samemoment that he requests the service).

Ability to automatically trigger a new warranty when a new product is shipped to thecustomer (installation report)

Ability to define the responsible for payment at customer level, account level or subscriber level.

Ability to manage contracts (provide information to customers, updateinformation, change information and monitor contract).

Ability to provide easier access to contract deliverables, authorized contractsinformation and terms (e.g. provide all contract information on a single screen)

Ability to scale service solution along with customers' growth (e.g. global

expansion, multiple product lines, acquisitions)Ability to provide service contract performance (e.g. cost of service contract,profitability of service contract, % of free service provided, etc.)



Ability to track active resellers w/o contracts

Ability to track revenue from fee for service channel

Ability to track over-delivery on service contracts

Ability to track service history for customers across contracts

Ability to trigger customer billing and renewal notices

Automatic reporting of contract expirations.

What if analysis on contract pricing

Ability to report back to customers about service performance

Ability to measure customer satisfaction index - integrated survey mechanism

Ability to correlate repair information with customer problems

Ability to report on frequently reported problems by product (or customer)

Ability to measure customer relief times

Ability to report on failure and return rates

Ability to provide multidimensional analysis of support (by customer, product, etc.)

Ability to measure service quality

Ability to identify which problems are impacting the max number of customers

Ability to measure product availability

Ability to provide product retention rates

Ability to log field service request

Ability to manage field service request

Ability to request parts from the field

Ability to track installed base configurations

Ability to view customer service requests from the field

Ability to identify work that is paid for or arranged for, from work that is pending

Ability to import data from dispatch to ensure proper billing

Ability to provide field technician with complete overview of customer relationship

Ability to store configuration and installation data from third party installation

Ability to track T&E (time and expenses) of field service technicians

Automatic notification of entitlement verification (contract signed)

Ability to monitor contract expiration and trigger the necessary actions torenew the contract in a proactive way.

Ability to measure customer satisfaction levels, to correct non compliantlevels and analyse quality history.

Ability to collect, distribute, track and maintain information about products(installation report)

Workflow and skills based routing to assist in the optimal resource allocation for working through the problem

Ability to provide Product Quality/Failure Reports (e.g. number of calls handled,number of tickets, number of repeat incidents, incident to defect ratio)

Ability to provide reports based on customers (installed base, number of tickets,

etc.)

Ability to provide trend analysis on historical data (e.g. report to show whether or not the overall product quality is improving over time)

Ability to report on what we have done for a customer (and how much time wasspent on each stage)

Ability to provide monthly quality reports (units shipped, units returned, DOA - Deadon Arrival -, etc.)

Ability to provide third party access (change information, update, import,prioritize, monitor informations and ensure quality levels).

Ability to add customer email address or mobile phone number, enabling the emailof SMS of incident resolution information to customer

Ability to pick date range from 1wk - 6mths to show what/who (customer name andwork type) is scheduled

Ability to provide intelligent scheduling of field service reps and the optimizing of parts inventories (e.g. send out field service representatives that are closest to thecustomer)

Automatic escalation to field service representative of high priority issues (e.g.automatic paging)

Ability to ensure customers are charged for additional services not covered throughnormal contracts

Ability to track reconciliation's of payments to third parties (reconcile pay dates andinvoice dates)



Ability to relate predefined activities and work plans to actual service orders

Ability to track all training information (for the field) and costs

Ability to match product/services to sales opportunity

Ability to provide product/service information

Ability to see past and future schedule

Ability to import information from Dispatch, Time Off, Training, and Schedule

Ability to print off or copy FSR to diskette and other portable storage devices

Ability to designate product type

Ability to send information regarding contract payment status

Ability to generate TT via web information

Ability to generate manually TT via e-mail

Automatic receipt notification of e-mail or web request

Ability to provide automatic notification to customers in portuguese

Ability to create trouble ticket

Assign ticket ID automatically

Ability to attach multiple contacts per incident

Ability to display service level within ticket

Ability to link trouble tickets for the same (duplicate) incident by the same customer

Ability to support product hierarchy and view the customer P&S.

Ability to create actions and assignments for tickets

Ability to identify originator of ticket by geography

Ability to trigger bills on non-contract service (e.g. T&M)

Ability for third party field engineers to have limited access to system (Web access)and update activity performed on the call

Ability to provide capability for corporate headquarters and remote field personnelto remain in sync (database replication and remote synchronization remotely fromthe field)

Ability to track field system level performance (e.g. time to relief, dispatch time,etc.)Ability to view revenue (by standard/overtime hours and by internal, contract,pending, etc), expenses (training, etc), utilization

Ability to send contract information, consult and initiate the payment andcontract renewal process.

Ability to view the following information:- Billing information

- Traffic information- Current account information (including credit)- Payment historyAbility to make debt collections from CRM. CRM will be used in shops to receivepayments.

Ability to create an incident notification (trouble-ticket), through multiplechannels and contact paths, as well as its analyse and monitoring.

Ability for customer to indicate call back mechanism (e.g. time of day for call back,mechanism for call back)Ability to generate TT (system generated problem or customer generated via e-

mail)

Ability to attach a customer reference number on the ticket (e.g. the customer'sown ticket reference number)

Ability for high priority TT to generate alerts. What is the mechanism for TTprioritization?Example: client segment, priority clients, medical emergency numbers, governmentfunctions, etc.

Identify product attributes of problem. Possibility to define the attributes tocharacterize the problem related to the product.

bility to support hierarchical states of a ticket. Ability to relate TT by dependencetype Father / Son.

Ability to view existing trouble tickets.Example: View by Client, by Service, by Contract, etc.

Ability to integrate information from other platforms. The operator should beautomatically notified when the client participates a problem.Examples:- Network planned interventions that will create unavailability of service.- Network failures that a

Existence of a guide to help the user to identify the source and cause of theproblem reported, according to client P&S.

Ability to collect and validate the customer equipment information through its serialnumber or id.



Ability to validate services coverage for an entire product life cycle

Ability to track the defective product in the ticket

Ability to reclassify problem descriptions

Integration with sales

Ability to transfer tickets

Ability to assign tickets to proper queues

Ability to provide contract and product based priority assignment

Ability for customer to view tickets and ticket status belonging to a site

Ability for customer to view all "public" information on a ticket

Ability for customers to view history of tickets

Ability to append e-mail to trouble ticket

Ability to send e-mail from within the ticket

Ability for account teams to view ticket information

Ability to search on Ticket ID

Ability to manage problems according to service level agreements

Ability to attach documented procedures to fault debugging

Integrate to Knowledge Management System

Ability to tie into engineering to view ticket information (OSS integration)

Ability to notify the Client, escalate and monitor claims.

Ability to send an automatical email to notify customer that his claim was received.

Automatically email to notify customers of escalation status

Ability to set resolution times by claim type and status.

Ability to define the claim status.

Ability to maintain the historical evolution of the complaint states.

Ability to assign responsibility to another group/individual

Ability to prioritize TT and reason

Ability for account teams and product teams to view escalated TT

Ability to track ticket status through Web interface

Ability to provide workflow and automated alert functionality

Automatic notification when a TT has been closed

Ability for ticket owner to know when information on a ticket has been updated

Attach multiple product identification down to FRU (field replaceable unit) level.Capacidade de recolha e validação de informação de equipamento do cliente,através do seu número de série ou id.

Ability to receive TT requests from suppliers and distributors. Ability for agents toreceive the participations from clients and to create them as TT.

Ability to link to order management for new product codes, description, and

designations (common parts master). Ability to link to OM and relate with the TTcreated.

Ability to assign an incident notification (trouble-ticket), transfer correctly tothe best ownership and prioritize.

Ability to assign ownership of ticket (e.g. account teams, project teams, individual,etc.)

Ability to prioritize and reprioritize trouble tickets based on attributes (e.g.customer, account, contract, etc.)

Ability to receive Clients incidents information from multiple ways andanalyse it according to the defined service level.

System must be able to alert the operator that a complaint has already exceededthe pre-defined time and state of resolution.

Ability to create Reports by: claim status, client segment, claim type, client,geographical area, temporal periods (between dates), P&S.

Ability to provide workflow capability, automated escalation and alert functionalityby aging of an issue, site, customer, severity.

Interact with OSS when the claim proceeds from a bad engineering resolution. ARepair which turned into a complaint.

Ability to monitor, notify, repair and measure the incidents related to theincidents workflow.

Ability for customers to view Ascend's ability to meet their (the customer's) servicelevel agreements on-line

Ability to enter validation rules (e.g. tickets can only be closed by ticket owner after speaking with customer, etc.)



Resource utilization (actual effort time - amount of time spent in each stage)

Ability to track time spent on a ticket and what level of person spent on it

Ability to track customer with excessive incident volumes.

Ability to view the claims by entering channel type.

Ability to create engineering requests processes and procedures.

Ability to support Web interface

Automatic notification to customers of engineering resolution

Ability to provide automatic notification to customers

Ability to receive the state "Reparado" (repaired) from the OSS solution.

Ability to change the TT status to "Fechado" (closed) from the CRM solution.

Ability to integrate with OSS solution to manage the engineering requests.

Ability to receive, validate, prioritize and support transactions.

Ability to define validation rules

Ability to manually set the order priority.

Ability to decompose a complex customer order and follow the order status.

Ability to define the tasks associated with an activity

Ability to define concurrent activities

Ability to generate alerts when a customer has an excessive number of complaints(this value will be customizable and previously defined).

Ability to support problem descriptions, comments, repeat problems and debuginformation into fields

Ability to open an engineering TT based on TRs, product enhancement requestsand bug reports

Ability to notify clients and monitoring the engineering incidents resolution,as well as reports production.

Ability to validate an order:- check that all mandatory parameters are present- check that all parameters have valid values- check that parameter combinations are valid

Ability to prioritize customer orders automatically based on pre-defined rules (e.g.customer segment, customer value) or manually

For some P&S (e.g. ADSL), the solution must validate if the local loop was alreadyunbundled. This must be a real-time interface with OSS.Ability to support the following transactions by product:- activation of new service (including Number Visualization & Attribution)- modification of service- suspension of a service- disconnection of a service

Ability to decompose a complex customer order (e.g. bundles - mobile subscriptionand supplementary services, fixed line and data service, email & access) into:- individual service orders- service elements- service parameters- actionAbility to establish and track links between customer order entities (e.g. customer order completed when all individual service orders are completed)

Ability to define activities, tasks, dependencies, times and dates for theprovisioning system workflow.

Ability to define the activities and sequence of activities (workflow) associated witheach type of product or service

Ability to define dependencies between activities in a workflow. Examples are:- finish-to-start- start-to-start- finish-to-finish- start-to-finish

Ability to view the workflow associated with a particular transaction for a productgraphically

Ability to manually over-ride system generated customer dates (I.e. order duedates and/or activity due dates) (e.g. expedite order)Ability to define multiple workflows per transaction per product and trigger

appropriate workflow based on:- order parameters- responses from interfacing systems or workgroups

Ability to assign users to workgroups, to grant access privileges and auditmeasures in the system.



Ability to assign users to workgroups

Ability to define mandatory fields by product

Ability to view order status by user or workgroup

Ability to track durations of all activities

Ability to provide reports on durations of all orders and associated activities

Ability to manage, monitor and respond to errors.Ability to perform complex error handling

Ability to take corrective action when an order fails (e.g. resend order)

Ability to notify appropriate workgroups or individuals when an order fails

Ability to perform roll-back when an order fails

Ability to route errors to appropriate workgroups or individuals by error type

Ability to time sequence errors

Ability to search, select and view orders

Ability to assign security access privileges (e.g. read/write) to individual users or workgroups by:- field- function- module- customer Ability to create a rolling audit trail of all actions performed in the system detailing:- what was done- when it was done- who was it done by

Ability to prioritize orders, to manage pending orders, to refer, select, follow,monitor and change orders.

Ability to handle prioritized orders (e.g. place priority orders at front of the queue,flag priority orders, decrease standard delivery times)

Ability to handle future-dated orders (I.e. enter an order that is not executed until aspecific date in the future)

Ability to age a pending order (e.g. notify a workgroup when an order has beenpending for a user-specified amount of time) and take appropriate action (e.g.release reserved resources)Ability to route individual tasks to the appropriate interfacing systems and/or workgroups automatically or manually:- workgroup work queues- individual work queuesAbility to track status and report on all activities associated with an order (e.g. track

completion of an activity)

Ability to issue notifications for all activities and tasks in jeopardy (I.e. overdueactivities and tasks) using the following methods:- email

Ability to cancel or modify order in progress and coordinate the changes with other systems.Ability to view orders in the system:- by customer name- by order date- by P&S- by range of dates.

Ability to determine when an order fails (e.g. error codes from other systems or those entered manually)

Ability to search/select all orders or order components (e.g. activities) by multiplesearch criteria (customer, type of order) including:

- wildcard searches- partial name (e.g. first 3 characters of name)- any sequence of characters in name



Required

Not Requried

Date post:	10-Apr-2018
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CRM Requirements

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