The IBM WebSphere Business Integration Collaboration for Customer Problem Handling manages the handling of problems reported by a customer to a telecommunications company, including problems associated with sales orders, services and billing. This collaboration provides the facility to track progress or completion in resolving customer problems.
If you use Customer Problem Handling in conjunction with other WebSphere Business Integration for Telecommunications collaborations, their relationships are as follows:
The following diagram shows the relationship of the Customer Problem
Handling collaboration with other WebSphere Business Integration for
Telecommunications collaborations.
The Customer Problem Handling collaboration handles operations related to customer problems within the business domain of Customer Relationship Management (CRM). The diagram below shows the position of the collaboration in the enhanced Telecom Operation Map (eTOM) as defined by the TeleManagement Forum (TM Forum).
The Customer Problem Handling collaboration does not currently support the following function points:
Like the other WebSphere Business Integration for Telecommunications collaborations, the Customer Problem Handling collaboration uses WebSphere MQ Workflow Server and IBM WebSphere InterChange Server. IBM WebSphere Business Integration Adapters are used to connect between these two applications, and to other applications that participate in the collaboration.
It is assumed that the following applications also participate in the Customer Problem Handling collaboration:
This collaboration uses the following collaboration templates:
The system features that are expected to execute this collaboration, including IBM WebSphere Business Integration Adapters, are shown in the following diagram:
This process involves the handling of order and billing problems reported by the customer. The process begins when a customer reports a problem, and is completed when the problem is resolved.
The following table shows the actors for this use case:
Actor | Description |
---|---|
Call center Customer Service Representative (CSR) | A person who is an agent of the telecommunications provider who performs a set of business functions in response to requests communicated over the telephone by clients. The person acting as Call Center CSR can be busy responding to the telephone and performing sales and/or support activities. |
Subscriber | A person who is acting on his or her own
behalf to perform a set of authorized business functions through an
intermediary device (Phone-data, Internet). The activity is driven by guided interactions to perform specific tasks. If support is required, they may contact the Call Center. |
The following tables describe the main course and the alternate course that may be followed in the Customer Problem Handling use case:
# | Activity by the actor | System activity | Reference |
---|---|---|---|
M1 | Determine search option (search by problem record, account or customer) | ||
M1a | Enter problem record search criteria | Find and retrieve problem record | 1 |
M1b | Enter account search criteria | Find and retrieve account | 2 |
M1c | Enter customer search criteria | Find and retrieve customers | 3 |
M2 | Enter customer data | Add customer | |
M3 | Enter problem record | Add problem record | |
M4 | Identify problem type | ||
Perform customer order handling or customer billing and receivable process | |||
M5 | Update problem record | ||
M6 | Provide updates to customer until problem resolved | Close problem record |
# | Activity by the actor | System activity | Reference |
---|---|---|---|
1 | Find and retrieves customer | ||
1a | Determine validity of problem record and customer data | M4 | |
1b | Modify problem record and/or customer data | Update problem record and update customer | M4 |
2 | Find and retrieve customer | ||
2a | Find and retrieve problem records | 4 | |
Determine validity of customer data | M3 | ||
Modify customer data | Update customer data | M3 | |
3 | Select customer | 2a | |
4 | Select problem record | 1a |
The following activity diagram illustrates the Customer Problem Handling use case:
Note: In the activity diagrams, these shapes are used to identify process activities:
The following business examples show situations where the Customer Problem Handling use case is realized.
This example consists of the following steps: