1 Cash to Care Implementation Overview
This chapter describes the Cash to Care business processes in which you perform run time tasks related to billing, customer accounts, and other agent assisted care activities.
About Cash to Care
The Cash to Care journey starts after a sales order is received, processed, and fulfilled in the preceding Order to Cash journey. It covers all business processes that begin after a subscriber starts using a service.
The Cash to Care business processes are aligned with the TM Forum (TMF) Open Digital Architecture (ODA) business architecture.
The solution supports the following processes, which are realized by the functional capabilities and integration provided within and across Oracle Communications Billing and Revenue Management (BRM) and Siebel CRM:
When a subscriber calls a Customer Service Representative (CSR) to query about their mobile postpaid billing cycle, as part of the Request-to-Answer business process, the CSR navigates to Siebel CRM to fetch the details, retrieves the event details (CDR) from BRM, views the details in Siebel CRM, and answers the subscriber’s queries.
When a subscriber calls a CSR to query about the dispute noticed in their mobile postpaid invoice, as part of the Complaint-to-Solution business process, the CSR navigates to Siebel CRM to fetch the details, opens and checks the disputed invoice in Siebel CRM, creates an adjustment request in BRM, and sends the adjustment request details to the subscriber, which solves the subscriber's query.
The solution also uses Oracle Communications Application Integration Architecture (AIA), which provides end-to-end business process capabilities, to integrate business flows across Siebel CRM and BRM.
Note:
AABC is a product within the Oracle Communications AIA application, which is referred as the AABC integration point in the following diagram.Figure 1-1 Overview of Cash to Care Business Processes
Description of "Figure 1-1 Overview of Cash to Care Business Processes"
The chapters that follow provide conceptual and procedural information about tasks related to billing, subscriber accounts, and other agent-assisted care activities.
About the Request-to-Answer Business Process
The Request-to-Answer business process comprises of activities relevant to managing customer requests across all communication channels (customer interfaces).
As a Customer Service Representative (CSR), you access subscriber-related billing information by using the Siebel CRM interface, including data that is created and maintained within the BRM system. You also synchronize subscriber information across Siebel CRM and BRM.
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Subscriber management
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Billing management
See Overview of the Request-to-Answer Business Process for more information.
About the Complaint-to-Solution Business Process
The Complaint-to-Solution business process comprises of activities related to receiving a complaint (problem) initiated by the customer, analyzing it to identify the source of the issue, initiate resolution, monitor progress and close the trouble ticket.
As a Customer Service Representative (CSR), you create adjustments and manage collections. You also synchronize collection actions (based on the specified collection scenarios) defined in BRM to Siebel CRM, and administer these collection actions and credit alerts. The collection actions defined in BRM are synced to Siebel CRM using the Oracle Data Integrator (ODI) application.
You manage the collections process for subscribers who missed the payment due date. You also terminate the accounts of defaulters, which prevents subscribers from using services.
You handle subscriber queries regarding the following processes using this business process between Siebel CRM and BRM:
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Create adjustments
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Collection management
See Overview of the Complaint-to-Solution Business Process for more information.