Process for Receiving Service Requests for New or Updated Services in the Telecom Industry

1. Service Request Initiation

• Trigger: Customer requests a new service (e.g., new broadband connection, value-added service) or updates an existing service (e.g., plan upgrade, feature addition).
• Channels:
  • Customer self-service portal (website or mobile app).
  • Customer service hotline or physical branch.
  • Sales representative interaction.
• Details Collected:
  • Customer details (e.g., account number, contact info).
  • Service details (type of request, existing services, desired changes).
  • Preferred implementation timeline (if applicable).

2. Request Validation

• Customer Eligibility Check:
  • Verify account status (active, in good standing).
  • Assess eligibility for requested service (e.g., credit checks, plan compatibility).
• Service Feasibility Check:
  • Ensure technical feasibility (e.g., network coverage, infrastructure availability).
  • Confirm resource availability (e.g., bandwidth, equipment).

3. Quotation and Approval

• Quotation:
  • Provide pricing for the requested service or upgrade, including any one-time installation fees or recurring charges.
  • Share service terms and conditions.
• Customer Approval:
  • Customer reviews and approves the quote and terms.

4. Service Design and Order Creation

• Design Phase:
  • Define technical requirements (e.g., bandwidth allocation, IP configuration).
  • Prepare service configurations.
• Order Creation:
  • Create a formal service order in the system.
  • Assign unique order ID for tracking.

5. Order Fulfillment and Implementation