New B2B TV Order

Use Case Scenario

Use case describes a selling experience for a new subscription order:

  • Customer segment = Business
  • Offer = TV service

Selling experience starts with adding products to the cart and then proceeds with check out process where information about the customer are collected and order payment is managed. Order is then submitted to Order Management system.

User Story Description

Customer is interested in new internet service. He\She navigates on the Telco Web Site and goes

on the TV products page:

  1. He\She selects the product bundle to suit his/her needs
  2. He\She configures the bundle
  3. If the bundle contains a mobile product, customer can opt for mobile number portability from old number.
  4. All the selections are added to the cart.
  5. After reviewing and confirming the cart, customer is prompted to add the company and contact info or in case of an existing customer he\she signs in using his\her credentials.
  6. Customer creates/selects service and billing accounts for the cart lines.
  7. Customer enters method of payment and payment details.
  8. Customer submits order.
  9. The payment and order details are validated; order is submitted to order management.

Assumptions

1. Activities shaded in grey in the process diagram are yet to be implemented

Channels

This Process Can Be Delivered Across These Channels
Self Care
Mobile
Service Agents
Store
Business Sales Agent
Social

Vlocity is a leader in industry-specific cloud and mobile software, driving digital transformation for the world’s largest companies. A Forbes Cloud 100 company, Vlocity is an “industry cloud” pioneer built in partnership with Salesforce, the global leader in CRM. Vlocity’s cloud and mobile applications transform customer processes and experiences in the Communications & Media, Insurance & Financial Services, Health, Energy & Utilities, and Government & Non-Profit industries. Vlocity is a values-led company committed to customer, partner and employee success.

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