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CSL Role play - Coggle Diagram
CSL Role play
Fulfillment
What you mean by M2M team making
adjustment to Comms plan and customer profile?
Is creation customer profile not automated?
What dependencies we have on Operator for configuration of SIM or in general for fulfillment?
Shipment/Dispatch
What notifications we sent customer about Shipment / Dispatch of SIM?
What validations we have in place to pick up right SIM with right configurations?
What validations are in place to ensure that order is captured correctly and not missing any details?
SIM configuration
Is this done by CSL? or done by Operator?
What checks are in place to ensure that SIM configuration is done correctly matching to order spec?
Is this automated or manual?
Monitoring?
Who and How do we proactively monitor the SLA of fulfilment?
What happens in case of SLA failures?
Do we have any proactive monitoring of orders nearing the SLA?
Billing
Who bills end customer - CSL or Operator?
How is billing codes are used for correct tariff?
How does discount gets applied?
What correction we need to do in billing - Give me example of 4-5 regular categories?
What degree of automation we have for billing?
Special commercial arragements
What is this? Is it any different to discount or offer on standard tariff?
What stage this is offered?
Why can't this be captured during the order?
Why isn't this documented against customer's order?
How does this reflect on bill?
Sales
B2B or B2C?
Channels
Online
M2M Connect portal
Direct
What details are captured during an order?
What tariff product attributes
are available to Sales?
How is it kept up to
date with what is available from operators?
Who and how we validate the order?
How are we capturing customers
SIM configuration - Charging rules, APN, service profiles?
What resource Sales team have to know what tariffs can be sold?
Where and how does sales team capture customer order? (CRM system)
Once submitted , where does order go?
How is customer noticed about order being placed?
How do we ensure that order is placed on time - No delays between capture and placement?
Leads
How and what details are captured where?
Product Catalogue
How are SIM Proposition configured?
Is there no way to streamline the SIM propositions?
Who maintains this and how this is kept up to date?
General
What degree of automation CSL have in e2e process from Order to Billing?
What do you attribute root cause of this problem to - Lack of automation? or Manual errors?
Supply chain
Do we purchase and stock SIMs in advance?