The Vlocity Industry Cloud Dictionary

Defining the Digital Transformation Ecosystem.

We are proud to present the world's first Industry Cloud Dictionary. An extensive collection of industry cloud terms, topics, abbreviations, acronyms, slang, and nicknames. If we have missed one, let us know. We’ll research it, define it, and post the definition here for the benefit of digital transformation worldwide.

Salesforce

Salesforce is the world’s #1 customer relationship management (CRM) platform. Our cloud-based applications for sales, service, marketing, and more don’t require IT experts to set up or manage — simply log in and start connecting to customers in a whole new way. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.

Cloud

Cloud computing is a kind of outsourcing of computer programs. Using cloud computing, users are able to access software and applications from wherever they are; the computer programs are being hosted by an outside party and reside in the cloud. This means that users do not have to worry about things such as storage and power, they can simply enjoy the end result.

CRM

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more. A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.

Industry-Specific

Vlocity’s team of industry experts brings decades of experience delivering customer management systems for global companies. We embed this domain expertise in our software, and our functional experts work with our software development and user experience teams to deliver modern cloud software with deep capabilities for customer-centric industries. We speak the customer’s language and understand and anticipate customer engagement requirements, both today and tomorrow.

Omnichannel

Omnichannel uses a variety of channels during a customer’s experience including research before a purchase. Such channels include stores, online stores/websites, mobile stores, mobile app stores, telephone sales and any other method of transacting with a customer. Understanding this new way of interacting with customers will be critical to business success going forward. Check out the Forum’s publications and workshops in this area.

Optichannel

Optichannel refers to the ability to communicate and support a consumer’s shopping and buying process using the channel that is best for them given their overall objective. In other words, it’s not enough to be all places at all times—you must be in the right place at the right time. Marketers need to move beyond siloed channels of marketing and embrace an approach that connects with a customer on the best channel for their needs and preferences in real-time. To achieve this, brands need to be able to identify not just transactional and behavioral patterns of a customer, but contextual information.

Time-to-Market

Time to market is a term for the period of time between the first ideas around a product and its eventual availability on consumer markets. Companies use the time-to-market metric to evaluate how products are developed and how a specific project handles external competition.

Faster Time to Value

Vlocity Industry Cloud apps are available on the Salesforce AppExchange today. You don’t have to wait for the custom-built applications to be completed before deploying… you can start deploying today. So by definition, you can deploy them faster than a custom build on Salesforce.

No Custom™

Industry cloud apps deliver customer value in half the time and cost of custom solutions. In the past, there were fewer options for moving to the cloud. You had to customize cloud platforms to make them work for your specific needs. Not true today. Today, there are industry-specific cloud apps available from companies like Vlocity, Veeva and nCino that make the cloud work for entire industries. IT and CIOs need to be aware of the risks to customize or build out legacy systems, especially when industry-specific cloud apps are readily available, out of the box.

Customer Journey

Concept

Identify the precise combination of products and services to present to the customer. An accurate and specific explanation of the characteristics and benefits of new products that acknowledge the needs of the customers.

Quote

An end-to-end business process, both digital and omnichannel, including guided interactions to compile user input and provide powerful, industry-specific cloud-based quoting.

Order

Make certain that the correct products are dispatched to the correct customers – via a prompt and accurate process. A unified, dynamic console that provides a 360° view of the customer. Establish that changes and requirements are echoed in the final product.

Cash

A consistent and unified quote-to-cash process mandates that all relevant elements are captured in the quote (premiums, promos, billing intervals, etc) and that the contracts are dynamically distributed to the finance department, assuring billing accuracy and conscientious renewals.

Care

Facilitate recurring revenue and customer retention via dynamic, 360° views of quotes and contracts. Accurately identify contracts expirations, upsell and cross-sell existing customers, and reduce churn.

Channels

Call Center

Real-time customer insight, innovative card-based user interface, and guided selling & service processes improve agent productivity and customer experience.

Chat

Chatbots can leverage Vlocity’s integration procedures and interaction platform to support convenient & efficient customer self-service transactions.  

Field Sales

Vlocity complements Salesforce by providing sales reps visibility to customers’ services, billing and usage history, and enabling guided selling.

Field Service

Comprehensive visibility to customer account profile and guided service processes enable field technicians or third-party providers to deliver efficient service. 

Mobile

Intuitive mobile applications powered by guided selling & service processes support customer self-service, retail store operations and B2B sales & service.

Partners

Equip channel partners with customer insight and guided ordering and service processes to deliver superior service.

Retail

Vlocity complements Salesforce in the retail channel with 360 degree B2B/B2C customer view and guided processes that support a personalized retail store experience.

Social

Contribute deep insight that informs customer dialogue and guided processes that enable efficient social care.

Web

Web designers can leverage and brand Vlocity’s guided selling and service processes to enable efficient customer self-service and call deflection.

Intelligence

Einstein AI & Analytics

Vlocity Intelligence and prebuilt industry-specific analytics applications support next-best customer engagement and provide actionable insight.

Business Capabilities

Advanced Promotions Management

Quickly design and execute targeted offers, and enable customers, CSRs and sales reps to view and apply promotional pricing during the ordering process.

Billing Inquiry Management

View customer billing & usage history and manage all billing inquiries, adjustment requests and disputes without ever leaving the Salesforce/Vlocity interface.

Configure, Price, Quote

Generate accurate quotes and orders for consumer and business services. Supports multisite, asset-based ordering, attribute-based configuration & pricing.

Contract Lifecycle Management

Efficiently manage the generation, negotiation, approval, execution, management and renewal of customer contracts.

Customer Service

Intuitive card-based interface, comprehensive customer profile and guided selling & service processes reduce agent training time and enhance contact center efficiency.

E-Commerce

Vlocity complements Salesforce Commerce Cloud with advanced promotions functionality and robust guided selling and ordering capabilities.

Enterprise Product Catalog

Quickly design, test, launch and manage products and offers based on reusable components; integrates easily with third-party product catalogs and BSS/OSS.

Field Service

Vlocity provides field service techs a 360-degree view of customer profile, assets, service history and enables guided installation and troubleshooting.

Marketing

Improve campaign effectiveness by providing deep insight into customer’s profile, current services and devices, and purchase, consumption and billing data.

Order Management

Decompose and orchestrate the fulfillment of customer orders, dynamically manage in-flight order revisions, provide real-time order visibility and ensure timely service delivery.

Sales

Guided selling processes, ordering and contract management applications improve sales productivity, responsiveness and customer satisfaction.

Retail Clienteling

Intuitive, communications industry-specific retail clienteling applications enable appointment & queue management, guided selling and service.

Workforce Management

Customer order management applications define the bill of materials and generate the work orders required to ensure timely service delivery.

Platform Capabilities

BSS / OSS Integration Library

Productized connectors to third-party CRM, BSS and OSS systems accelerate implementation and reduce cost and risk.

Communications Business Processes Library

Comprehensive library of pre-built, downloadable and extensible business processes that automate common sales and service processes.

Communications Industry Data Model

TM Forum SID conformant physical data model provides out-of-the-box support for B2B, B2C and B2B2C, enabling rapid integration with third-party BSS/OSS.

OmniScript™ Digital Process Automation

Business process management engine enables rapid definition and orchestration of omnichannel guided sales and service processes to run on any channel and on any device.

Open Integration Architecture

Suite of powerful integration utilities that accelerate and simplify integration with any third-party legacy system.

Vlocity Card UI Framework

Intuitive user interface design provides users instant insight to customer profile, services and interaction history and the ability to launch guided sales and service processes.

Third Party Systems

Vlocity and Salesforce have developed a growing ecosystem of BSS and OSS providers and a track record for successful integration across multiple back-office domains.

Billing, Invoicing, & Collections

Process of generating an invoice to recover sales price from the customer

Network Policy Management

Highly integrated interface designed for efficient security administration

Network & Service Inventory

Stores complete information about physical, logical and virtual network resources

Provisioning & Activation

The service activation system provisions the service and sends activation data to the order management system

Rating & Charging

Rating: determining cost per second/minute based on your location, other party location, active discounts, and so on. Charging: take the amount determined by the rating and perform a debit (subtraction) from a balance/usage account.

Third-Party Product Catalogs

Capture important details related to third parties, including contracts

TM Forum Standards

API

A set of functions, protocols, and procedures that allow the creation of applications that interact with the features or data of external software components. Although the term API has been around for years, at the moment there is a major trend toward connecting ecosystem partners with REST APIs. Check out the TM Forum Open APIs to see how widely they are being adopted as a standard.

Artificial intelligence (AI)

The development of computer systems capable of performing tasks that normally require human intelligence. This includes visual perception (such as is required for self-driving cars), speech recognition, decision-making, and translation between languages.

Blockchain

A continuously growing list of records, called blocks, that are linked and secured using cryptography. A blockchain can serve as an open, distributed ledger that can record transactions between two parties efficiently and in a verifiable and permanent way. By design, blockchains are inherently resistant to modification of the data. Check out TM Forum’s work on exploring use cases for blockchain relevant to our members.

CEM

Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. This is an area that has grown enormously in recent years, and with its customers getting ever more sophisticated, its importance is not going away.

DevOps

DevOps (development and operations) is a term used to describe an operating philosophy where development teams and operations teams collaborate and communicate much more closely, and small, incremental changes are regularly applied to systems. It looks like DevOps will be key to the agile operation of the future. Check out the TM Forum member work on this in the Agile Operations Toolkit.

DSP:

Digital Service Provider (DSP) is a company that provides an outlet to distribute media or services in a virtualized environment. Traditional examples are iTunes and Amazon, but as communication becomes just one component of an end-to-end service, most communication service providers are transitioning to be broader DSPs. That journey is at the heart of this pocket guide.

E2E:

End to End (E2E) is a term used to refer to the consideration of the entire service. Until recently, it meant considering all domains of a service provider (like the core and access networks), but today it is being used more and more to mean a service across domains and different ecosystem partners as well. Check out the Forum’s work on end-to-end management and monetization in an IoE context.

IoE:

The Internet of Everything (IoE) is a broad term that refers to devices and consumer products connected to the Internet and outfitted with expanded digital features. It is a philosophy in which technology’s future is comprised of many different types of appliances, devices and items connected to the global Internet. Check out the Forum’s work on how we manage, monetize and build trust across this complex world.

Frameworx:

TM Forum Frameworx is a suite of best practices and standards that provide a common vocabulary and the blueprint for effective, efficient business operations. It enables you to assess and optimize performance using a proven, service-oriented approach to operations and integration. The practical tools available in Frameworx help improve end-to-end management of services across complex, multi-partner environments.

NetOps:

NetOps (network and operations) network changes are made in a small number of large, infrequent upgrades in significant contrast to DevOps methods where changes are small and frequent. Although many see NetOps methods as the “old way,” we must recognize that they have helped us build a multi-trillion-dollar industry, and so migration in a thoughtful way is important. Check out the Forum’s work in this area in the Agile Operations Toolkit.

NFV:

Network functions virtualization (NFV) is an initiative to virtualize the network services that are now being carried out by proprietary, dedicated hardware appliances. If successful, NFV will decouple the software service from the hardware and decrease the amount of proprietary hardware that’s needed to launch and operate network services. NFV brings with it enormous flexibility, but with flexibility comes complexity that must be managed. Check out the Forum’s work on realizing the business benefits of NFV in our ZOOM project and in our Agile OSS and Agile Operations Toolkits.

Omnichannel:

Omnichannel uses a variety of channels during a customer’s experience including research before a purchase. Such channels include stores, online stores/websites, mobile stores, mobile app stores, telephone sales and any other method of transacting with a customer. Understanding this new way of interacting with customers will be critical to business success going forward. Check out the Forum’s publications and workshops in this area.

Orchestration:

The arrangement, sequencing and automated implementation of tasks, rules and policies to coordinate logical and physical resources to meet customers and on-demand requests to create, modify or remove network or service resources. It is fundamental to the architecture of the OSS of the future, but quite a misunderstood concept. Check out the TM Forum’s guides in the Agile OSS Toolkit.

REST based API:

REST (Representational State Transfer) relies on a stateless, client-server, cacheable communications protocol in which HTTP protocol is used in virtually all cases. REST is an architecture style for designing networked applications. See the entry on APIs to understand the importance of this area.

VNF:

A virtual implementation of a Network Function that can be deployed on a Network Function Virtualization Infrastructure (NFVI). Managing VNFs is something that the TM Forum ZOOM project has been studying for some years. An area of particular interest at the moment is how a DSP can select, procure and then automatically onboard new VNFs into their infrastructure. Check out the TM Forum Enabling Digital Marketplaces catalyst for the latest developments in this area.

Customer Journey

Attract & Assess

Compile campaign lists, access actionable client insights and supercharge your productivity all from one connected platform.

Quote & Bind

Create a digital end-to-end new business process, including dynamic forms to collect user input; robust, cloud-based rating; and automated or referral-based underwriting.

Service

Launch guided interactions for simple or complex tasks with little or no typing required.

Claims

Provide rapid and transparent claims processing with omnichannel FNOL experiences, auto-adjudication, reserve management and a range of claims transactions.

Renew & Grow

Handle all aspects of the renewal process from product lifecycle management, renewal package creation, export data, and recommended/alternative plans.

Channel

Agent Desktop

360-degree customer views and customer history in a consolidated feed. Tools for compiling campaign lists and for client onboarding. Intelligent offers and advice.

Agent Mobile

Mobile optimized portal with every desktop transaction available so agents can conduct business anywhere.

Broker Portal

Brokers can have 360º customer views and real-time quoting, application and servicing transactions through a responsive web portal, eliminating the need for manual and paper processes and making your company easier to do business with.

Consumer Portal

Customers can view policy information in an intuitive digital interface and perform account management activities, get a quote or apply for a new product.

Contact Center

Elegant management of contact center complexities to reduce Average Handle Time and training time. Caller authentication, industry console with complete customer-centric view, guided digital service interactions with little or no typing.

Email

All email can be preserved for recording and accountability purposes.

Social

Contribute deep insight that informs customer dialogue and guided processes that enable efficient social care

Wholesaler Mobile

Wholesalers and channel managers can monitor producer productivity, build marketing and call lists, deliver quotes and sales support, and provide producer servicing – all from a desktop, tablet or phone.

Channel Management

Appoint

New producers can be appointed through a guided flow on any device.

Coach

Drill into in-process quotes to coach brokers, troubleshoot issues and expedite underwriting.

Maintain

Vlocity consolidates producer data so you can easily track any producer’s continuing education, appointments, licenses, commission payment history, and associated service history through a simple producer feed.

Target

View agency organizations and production with graphical diagrams, charts, and reports. Identify top producers, profile their focus areas and interest and increase your share of their book.

New Business

Activity

Enable users to chart each stage of an activity's lifecycle.

Call Lists

Tools to manage and execute campaigns including building call lists and bulk email lists.

Households

This refers to all persons living under one roof or occupying a separate housing unit.

Lead

Inquiry, referral, or other information, obtained through advertisements or other means, that identifies a potential customer

Opportunity

An exploitable set of circumstances with uncertain outcome

Relationships

A connection between variables, such as a correlation. Contextual in nature, they rely on two-way communication to foster organizational value.

Quote-Issue

Apply

Create dynamic forms that adapt based on the user’s input utilizing Vlocity OmniScript.

Collect Data

Collect input and fact-find using dynamic forms built with Vlocity OmniScript.

Configure

Allow for custom configuration of a product packages.

Cross/Upsell

Utilize Vlocity Intelligence to provide cross-sell recommendations for endorsements and riders.

Eligibility

Present options and make recommendations in a compelling digital format.

Issue

Policy is offered to any eligible applicant without regard to health status

Proposal

Create custom proposals with reusable clauses and dynamic sections. Export to PDF or Microsoft Word, or email to the applicant. Personalize and send for signature with DocuSign.

Rate

Look up factors and rates using matrices and calculate premiums using sequential algorithms. Load tables with CSV import, and manage with effective dating and versioning.

Underwrite

Valuate a risk to assume the liability for specified future events and to match the risk with appropriate rate of premium.

Select

Leverage Vlocity’s Extensible Product Modeling capabilities to build complex packages of coverages into product bundles.

Policy Lifecycle

Cancel

Easily process policy cancellations with a few clicks.

Modify

Access complete policy details and make modifications from any device.

Renew

Handle all aspects of the renewal process in one digital interface, including renewal package creation and recommended/alternative plans.

Account Management

Address, Billing, and Contact Preferences

Vlocity Process Library provides access to common insurance-specific account management transactions, customizable for your brand, or you can design your own from scratch using OmniScript.

Profile

Contact center reps or Agents can view a complete 360-degree profile of a customer and customer history to contextualize the relationship and provide customized service.

Recommend

With Vlocity Intelligence, you can optimize every service interaction with the best new offers, content, or opportunities using algorithm-based messages tailored to your customer.

Referrals

A recommendation by an insured party.

Service Management

Assign / Escalate

Connect services to schedules

Authorization

With the Vlocity Interaction Launcher, users can authenticate callers through any number of identification tokens, or add new parties.

Case Management

Collaborative process that assesses, plans, implements, coordinates, monitors and evaluates the options and services required to meet the client's health and human service needs.

Knowledge

Agent scripting and helpful knowledge articles are all displayed in-line.

SLAs

Official commitment that prevails between a service provider and a client describing particular aspects of the service.

Transactions

Users can launch guided interactions for simple or complex tasks with little or no typing required.

Claim Management

Adjudication

Formal decision or judgment given by an administrative authority

Claims Data

View in-process claims and claims history and facilitate a new claim intake on any type of device.

FNOL

With Vlocity Omniscript, create the optimal First Notice of Loss experience using a guided flow and pre-filled data where available.

Reserves

Funds or material set aside or saved for future use

Platform Capabilities

Analytics

Rich analytics to manage policy base and understand individual transactions, providing actionable insights and enabling continuous innovation.

Insurance & Financial Services Business Process Library

Comprehensive library of pre-built, downloadable and extensible business processes that automate common insurance sales and service processes.

Insurance & Financial Services Industry Data Model

Over 100 industry objects that are complementary to Salesforce objects, including policies, claims, insured items, and coverages.

Omniscript™ Digital Process Automation

Business process management engine enables rapid definition and orchestration of omnichannel guided sales and service processes to run on any channel and on any device.

Open Integration Architecture

Suite of powerful integration utilities that accelerate and simplify integration with any third-party legacy system.

Vlocity Card UI Framework

Intuitive user interface design providing users instant insight into customer profile, services and interaction history, and the ability to launch guided sales and service processes.

Third Party Systems

Vlocity and Salesforce have developed a growing ecosystem of providers and a track record for successful integration across multiple back-office domains.

Accounting

The measurement, processing and communication of financial transactions.

Big Data Sources

Repositories of large volumes of data

Billing

Process of generating an invoice to recover sales price from the customer

Claims

A request made by the insured for insurer remittance of payment due to loss incurred and covered under the policy agreement.

Commissions

Fee accruing to an agent or broker for facilitating, initiating and/or executing a commercial transaction

Legacy Policy

A benefit that can be attached to a life insurance policy that enables the policyholder to receive cash

Marketing

Campaigns

Agents have access to tools to manage and execute campaigns, including building call lists and bulk email lists.

Journeys

Anchoring the discussion of technology investments to the context of the implicit needs the technology addresses

Responses

Reaction to an event

Segments

The profiling of customers into groups that have similar demand characteristics.

Customer Journey

Conversion

Vlocity helps customers and brokers Learn, Shop and Buy faster, and with more peace of mind.

Onboarding

Vlocity makes Enrollment and Group Setup seamless and error-free, and member Self-Service simple.

Care

Vlocity helps Assess a member’s risk, Plan for their better health and Connect them with available resources.

Support

Vlocity gives you the tools to Listen, Resolve, and Satisfy member inquiries faster, and in many cases automatically.

Retention

Vlocity guides the renewals process and helps customers Compare plans, generate Quotes, and sign Contracts.

Engagement

Vlocity enables how you Encourage healthy choices, Educate about benefits, and Enable members in their well-being.

Front Office

Marketing, sales, and service departments that come in direct contact with the customers, and liaise with the back-office departments to maintain a two-way flow of information.

Individual Quote-to-Card

Vlocity’s Application Intake Form can bring your customers and brokers to the application and enrollment process seamlessly, all as part of one integrated process.

Small Group Quote-to-Card

Small-business employees are rated as individuals and some plan purchasing models are moving from defined-benefit to defined-contribution, health insurance carriers, administrators and brokers need systems that can stay ahead of the times. Enter Vlocity Health Insurance, a software solution that is built to take your customer engagement to the next level.

Large Group Quote-to-Card

Our modern Quote-to-Card process provides users a seamless, omnichannel shopping and enrollment experience.

Interfaces

Broker Digital Sales & Service

Deliver guided Broker sales and service flows for superior channel management.

Employer Digital Sales & Service

Enable decision support for Group sales, enrollment, renewals and self-service processes.

Member Digital Sales & Service

Enable guided decision support for Member sales, enrollment, and self-service.

Mobile Digital Sales & Service

Enable self-service, shopping, & care management on a mobile application.

Retail Digital Sales & Service

Launch an interactive retail kiosk with guided appointments, sales, & service flows.

Business Capabilities

Benefit Catalog Module

Quickly design, test, launch & manage benefits across lines of business using reusable components that integrate easily with third-party product catalogs.

Benefit Marketplace Module

Modernize the health insurance selling process with guided decision flows and a rich shopping experience for any line of business through any channel & on any device.

Benefit Onboarding Module

Automate the creation and management of interdependent activities required to complete a group installation with real-time visibility and the ability to ensure timely completion. 

Benefit Rating Module

Consolidate your rating engine across all lines of business using complex methodologies including composite, member-level and pre-ACA with the ability for manual adjustments.

Benefit Renewals Module

Handle all aspects of the renewal process from product lifecycle management, renewal package creation, export data and recommended/alternative plans.

Broker Management Module

Manage the credentials, appointments, licenses, payment history and service history for any producer, and guide them to sell and self-serve on your Broker Portal.

Care Management Module

Works with Salesforce Health Cloud to present guided care flows that improve case manager effectiveness.

Click-Stream Analytics Module

Get actionable insight into customer-facing business processes, enabling executives and analysts with metrics on the timing, integrations and outcomes of sales and services interactions.

Contact Center Module

Use intelligent Customer Management to add an algorithm-driven interface with guided support & cross-selling flows that improve agent productivity & customer experience.

Contract Management Module

Efficiently manage document and contract generation, negotiation, approval, execution and management across all lines of business.

Customer Management Module

Use Intelligent Actions and Care Management to add an algorithm-driven scoring model to present guided care flows that improve case manager effectiveness. Works with Salesforce Health Cloud.

Marketing Module

Tell your customer’s story and use machine-learning to create an algorithm-driven scoring model based on member touches, products, usage, & billing to improve cross-selling opportunities.

Provider Management Module

Manage the credentialing, licensure, onboarding and service needs for any provider in your network, and populate them in your Provider Search tools.

Platform Capabilities

Experience Framework: Vlocity Cards

Vlocity’s Customer Centered Design framework provides a compelling interface protocol for designing compelling interaction flows around the User’s job-to-be-done.

Integration Framework: Vlocity DataRaptor™

Powerful data management utility enables bulk and real-time data import/export and declarative data transformation to and from third-party systems.

Process Framework: Vlocity OmniScript™

Business process management engine enabling rapid definition & orchestration of omnichannel guided sales & service processes to run on any channel and on any device.

Vlocity Health Insurance Cloud (Data Model)

Vlocity has augmented the Salesforce data model with health insurance–specific structures. Vlocity meets CMS requirements for HIPAA, PHI and ERISA compliance.

Vlocity Health Insurance Processes Library

Comprehensive library of pre-built, downloadable and extensible business processes that automate common health insurance sales & service flows.

Vlocity Intelligent Actions

Vlocity’s Intelligent Actions engine uses rules-based profiling, learning algorithms, & clustering to present resources to the member, such as cross-sells & care programs.

Customer Journey

Market

Energy companies need to win trust and deliver value to consumers and businesses. Differentiating with innovative bundled services, for example combining traditional commodity products with energy efficiency services.

Acquire

Energy and Utility companies manage thousands of home moves, business contracts, billing and safety service requests every day. Enabling an easy to use omnichannel interactions is key to enabling smooth service acquisition and delivery.

Service

Consumers and business have ever-increasing expectations for customer service. Reliable and transparent customer engagement is delivered through 24/7 personalized access to service requests, with real-time progress updates on any device delivered through the Vlocity Energy and Utilities Industry Cloud solution.

Collect

Effective, revenue and collections ensure energy and utilities companies can offer the best products and services. Keeping cash flow optimized provides investment into people, processes and innovating new solutions. With Vlocity Digital consumers and business have the opportunity to pay when it is convenient, via the methods they prefer. When finances don't go to plan - payment plans and debt recovery schemes can be tailored to customers specific situations.

Renew

In deregulated markets, keeping customer churn to a minimum is key. Identifying customers needs and ensuring they receive the best promotions and offers to renew their custom is paramount. Vlocity Energy and Utilities provides promotions management, and easy to use guided interactions for a frictionless renewals experience.

Business Capabilities

Account Management

Comprehensive visibility to customer relationships, current services and devices by location, purchase, usage and billing histories enables effective account management.

Channel Partners

Equip channel partners with customer insight and guided ordering and service processes to deliver superior service.

Configure, Price, Quote

Generate accurate quotes and orders for consumer and business services.  Supports multisite, asset-based ordering, attribute-based configuration & pricing.

Contact Center

Real-time customer insight, innovative card-based user interface, and guided selling & service processes improve agent productivity and customer experience.

Contract Management

Efficiently manage the generation, negotiation, approval, execution, management and renewal of customer contracts.

Customer Orchestration & Order Management

Decompose and orchestrate the fulfillment of customer orders, dynamically manage inflight order revisions, provide real-time order visibility and ensure timely service delivery.

Customer Service

Intuitive card-based interface, comprehensive customer profile and guided selling and service processes reduce agent training time and enhance contact center efficiency.

E-Commerce

Complement Salesforce DemandWare and third-party eCommerce applications with robust guided selling and ordering capabilities.

Enterprise Product Catalog

Quickly design, test, launch and manage products and offers based on reusable components; integrates easily with third-party product catalogs and BSS/OSS.

Field Service

Comprehensive visibility to customer account profile and guided service processes enable field technicians or third-party providers to deliver efficient service.

Marketing

Improve campaign effectiveness by providing deep insight to customer’s profile, current services and devices, and purchase, consumption and billing data.

Mobile

Intuitive mobile applications powered by guided selling & service processes support customer self-service, retail store operations and B2B sales & service.

Order Capture

Generate accurate quotes and orders for consumer and business services, through any channel and on any device.

Sales

Guided selling processes, ordering and contract management applications improve sales productivity, responsiveness and customer satisfaction.

Social

Contribute deep insight that informs customer dialogue and guided processes that enable efficient social care.

Web

Web designers can leverage and brand Vlocity’s guided ordering and service processes to enable efficient customer self-service and call deflection.

Workforce Management

Customer order management applications define the bill of materials and generate the work orders required to ensure timely service delivery.

Platform Capabilities

DataRaptor™

Powerful data management utility enables bulk and real-time data import/export and declarative data transformation to and from third-party systems.

OmniScript™

Business process management engine enables rapid definition and orchestration of omnichannel guided sales and service processes to run on any channel and on any device.

Vlocity Card UI Framework

Intuitive user interface design provides users instant insight to customer profile, services and interaction history and the ability to launch guided sales and service processes.

Back-Office Systems

CIS

The customer information system (CIS) is a vital component of the meter-to-cash (M2C) value chain for electric utilities and other industries that provide metered delivery of commodities such as water and natural gas.

Meter Data Management

Integrates meter data management for energy, gas, water and heating creating a dynamic application for real-time measurements, statistics and billing

Outage Management

Whether caused by aging assets, extreme weather or growing energy demand, outages are increasingly challenging to manage. They are also more costly as the market grows more competitive and regulations intensify.

Work & Asset Management

Services for master and corporate data management, data sales and promotion, and asset management support

Billing, Invoicing & Debt Management

Powerful, guided service process engine automates the resolution of customer billing and service inquiries across assisted and unassisted channels

ERP

Enterprise resource planning (ERP) is a process by which a company manages and integrates the important parts of its business. This includes customer service, billing, pricing, collections, meter data management, and market messaging.

Customer Journey

Intake

Provide easy-to-use public facing digital application processes or guide intake specialists to capture the necessary information to determine a client or family’s eligibility for one or more government-run programs.

Assessment

Measure the baseline circumstances of clients to get a better understanding for what sort of assistance is necessary to help achieve the desired outcomes. Assessments are repeated periodically to track progress.

Planning

Define the necessary assistance that will achieve the desired outcome for the client, and improve collaboration with third-party service providers with always up-to-date access to just the clients, cases and tasks assigned to them.

Implementation

Track all client interactions and chart progress towards the desired outcomes for the people and families who are receiving government assistance. Document client meetings in the field; add notes, action items and attachments from a range of mobile devices.

Support

Provide phone, email, or in-person support with issues that arise along the client journey. A comprehensive 360-degree view of the client is necessary to equip the client support personnel with the information they need to be able to assist clients effectively.

Monitoring

Once the desired outcomes have been achieved for a client or family, continue to have periodic check-ins with them in order to ensure that they continue to progress in the right direction.

Case Management Analytics

Case Management Analytics

Vlocity’s pre-built case management analytics application keeps you on top of your agency’s performance. See data across programs or drill into the details of a single program to understand what’s driving the results. The full capabilities of the Salesforce Analytics Cloud enable you to focus your energy on gaining insight from your data.

Health & Human Services Case Management

Health & Human Services Case Management

Pre-built mobile and cloud apps support a range of social assistance programs, helping you to deliver services effectively to eligible people and households. Designed for maximum mobility, our apps provide caseworkers with a complete, client-centric view of information from anywhere, anytime.

Housing Program Administration

Housing Program Administration

Housing administrators have a single application to manage the full lifecycle of interactions with people from when they first apply for assistance, to waiting lists and placement and throughout their entire tenancy.

Business Capabilities

Application Intake

Provide easy-to-use guided processes that allow agency employees to capture information and supporting documentation from applicants; citizens can complete necessary forms via web, smartphone or kiosk.

Assessments

Perform an initial evaluation of new clients and regularly periodic updates to track progress. Assessments can be automatically scored & a history stored with the client’s record to monitor progress.

Benefit Case Management

Manage the long-term interactions with people receiving social assistance from the government. Track service plans, referrals, case notes and other activities associated with each case.

Business Intelligence

Take advantage of pre-built reports -- and ad hoc capabilities -- to report on critical metrics like outcomes achieved for clients to meet state and federal requirements.

Change of Circumstances

Allow clients to keep their information up to date by easily reporting changes to income, family make-up or other circumstances that may affect their participation in agency programs.

Contact Center

Guided processes help call center representatives provide the best response every time, reducing call handling time. Vlocity’s guided flows also reduce training time, making agents productive sooner.

Customer Service

Provide omnichannel guided processes that allow customers to resolve their issues through their preferred channel, whether online, through the call center or in person.

Dynamic Waiting Lists

Keep track of those who are waiting to receive services, including managing priority categories and other types of preference in real time.

Eligibility Determinations

Calculate a person or household’s eligibility, based on information provided during the intake process. Maintain a history of eligibility determinations over time.

Housing Directory

Display a modern, MLS-style directory of available housing for public housing programs to help employees and tenants select those units which best match their needs.

Incident Management

Capture information on concerns and allegations, and all of the parties to an incident, and manage the investigation of the incident through its final disposition.

In-Person

Modernize the intake process with guided processes for intake specialists and self-service kiosks for clients, saving time and improving data accuracy.

Mobile

Get timely information and complete guided processes on the go with Vlocity’s modern and easy-to-use mobile apps without the risk and expense of custom development.

Program Management

Organize all your information by program to track performance and progress towards desired outcomes, while giving employees a holistic picture of clients across programs.

Provider Portal

Share appropriate information on clients and referrals with service provider partners to keep everyone in sync in real time with a secure portal built on Salesforce Communities.

Service Provider Directory

Maintain a registry of all third-party partners who provide services on behalf of the agency, including their locations, services provided, hours of operation and more.

Service Provider Management

Improve collaboration with third-party service providers with easy-to-use, always up-to-date access to just the clients, cases and tasks assigned to them.

Web

Allow constituents to self-serve via a modern portal, with guided interactions to walk them step-by-step through transactions, all built on top of Salesforce Communities.

Platform Capabilities

Declarative Card UI Framework

Innovative card-based user interface makes Salesforce more graphical and presents people with the correct information and actions they need at any point in time.

Declarative ETL

Powerful data management utility enables bulk and real-time data import/export and declarative data transformation to and from third-party systems.

Guided Process Builder

Vlocity’s business process management engine enables rapid, declarative definition and orchestration of omnichannel guided customer interactions to run on any device.

Public Sector Industry Data Model

Vlocity extends the Salesforce data model with more than 150 additional objects, designed around the requirements of today’s customer-centric government agencies.

Public Sector Process Library

A collection of pre-built, downloadable business processes from other customer projects that can be imported directly into Vlocity to dramatically accelerate your implementation.

Back-End Integrations

Vlocity’s Web Services and open API’s easily integrate to legacy, back-end and external systems using synchronous & asynchronous connections.

Rules Engines

Create and implement rules to identify specific cohorts of patients

Electronic Signature

DocuSign's service one of the first cloud-based e-signature providers to be available

Document Management

Improve the service experience with a configurable, cloud-based platform that simplifies Case Management through document generation, collaboration and storage.

Benefit Payment Processing

The drive for efficiency and cost reduction is pushing many travel companies to revisit their manual payments processing and moving to automation

Billing, Invoicing & Collections

Powerful, guided service process engine automates the resolution of customer billing and service inquiries across assisted and unassisted channels

Legacy Applications

Integrate cloud with existing mission-critical IT systems

Vlocity OmniScript™

A declarative scripting tool that enables businesses to create browser-based business processes that enable their users to get work done efficiently and effectively. Using OmniScripts, you can create interactive apps that can be visually branded, embedded in Salesforce VisualForce pages, and emailed to customers to enable them to enter required data.

Vlocity DataRaptor™

An extract, transform and load tool that integrates with Omniscripts to enable them to read and write Salesforce data. The DataRaptor Designer enables app developers to map data to the input format required by OmniScripts, to transform the data as required by business logic, and to write the output data back to Salesforce in compliance with the  Salesforce object model.

Vlocity Cards Framework

The Vlocity Cards Framework provides a robust set of components for building customer-centric, industry-specific UI components and applications on the Salesforce platform.

Vlocity Integration Procedures

Integration procedures enable app developers to reduce the client-side workload of OmniScripts by packaging business logic that is best performed on the server rather than the client, to ensure that apps are as responsive as possible. Integration procedures are be called from OmniScripts, perform their work asynchronously, and return the results when processing is complete. Integration procedures can assemble data from multiple disparate sources, including Salesforce (using DataRaptors) and REST APIs.

Vlocity Intelligence

Vlocity Intelligence is an advanced ranking a system composed of Resources, Attributes, and Intelligence Machines. A Vlocity Intelligence Machine reviews the attribute profile data from Contacts, Accounts, Interactions, or any standard or custom object, and then applies learning algorithms to that data to determine the most appropriate resources to present to clients.

Vlocity Omnichannel APIs

Modern, industry-scale Web APIs that easily extend Vlocity Industry Cloud Apps for multi-channel integration and multi-device interaction. These APIs provide powerful, coarse-grained, simple-to-use and RESTful web services that are built using Salesforce Apex and operate at a higher level of functionality than the CRUD-oriented Salesforce REST APIs, which makes them easier to use by web and mobile developers. These APIs optimize the performance of devices that interact with Vlocity over the Internet by providing an efficient request/response model.

Clickstream Analytics

Powered by Salesforce Wave Analytics, Vlocity Clickstream Analytics provide executives and analysts with metrics on the timing, integrations and outcomes of sales and services interactions, from which they can derive actionable insight into customer-facing business processes.

Vlocity Tracking Service

The Vlocity Tracking Service provides clickstream analytics that you use to capture details of actions that have been taken by Vlocity users. You can use the service  to track any type of event.

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