Siebel Customer Order Management (C O/M) is a proven, enterprise-grade, Siebel application used by hundreds of Telecommunications organizations and across other industries. Organizations typically use C O/M for mission-critical functionality of Quotes and Order Capture along with Asset Based Ordering (ABO) in omni-channel deployments. They also expect a quick response time and web-scale for managing their subscription services across various channels be it web, IVR or marketplace custom application.
REpresentational State Transfer, a software architectural style, commonly called as REST, was first introduced for Siebel CRM in 2016 and provides a foundation for this solution. Siebel CRM has continuously enhanced the REST framework and Siebel C O/M embraces this technology.
In the Siebel CRM 25.3 Update, C O/M REST APIs, 20 underlying Workflows and Business Services used for change, suspend, disconnect, and upgrade (or downgrade bundle promotions) processes are enhanced to support in-memory processing. With an additional Sync flag, developers of self-service eCommerce applications can use the flexibility to perform multiple operations in the shopping cart (quote) or on a sales order before persisting the information in the database. Web services have additional flags for pricing, eligibility & compatibility checks for optimizing response times. By optimizing the subscription web services using REST, unassisted channels (eCommerce) can provide quick response to subscribers making changes to their services and provide high scalability.
As an example:
- John Davis, is a subscriber to Acme Communications, that provides wireless service is interested in adding two lines to his existing subscription.
- The web site recommends John to upgrade to a Family Package which requires minimum of two wireless services.
- John upgrades to Family Package and then adds one more additional line.
- The web site recommends latest device(s) for these lines and John decides to add one to the shopping cart.
- John would also like to add caller tune to his wireless service, so he customizes the wireless service.
- The web services provide eCommerce application flexibility of pricing the cart or checking eligibility and compatibility as needed. John likes the discounts offered confirms the web order.
By using in-memory REST and SOAP APIs, 4 to 8 calls to persist the information can be avoided depending upon how many times John makes changes to the cart. This results in 40% to 65% improvement in response time.
Above flow can be changed for a scenario where an anonymous user browsing for latest device can be offered a wireless service with a promotional pricing for one or two years.
There are a couple of other enhancements for C O/M included in the Siebel CRM 25.3 Update:
- For anonymous user’s shopping cart, capture Client Id and Email
- Client Id: web application can use Client Id to save and query the shopping cart (quote).
- Email: in the above scenario, John can save the cart with his Email to retrieve it when switching channel from web to retail or call center.
- Restrict querying data that belongs to a subscriber.
- Enable Personal View Mode for Account object.
- Uses existing Owner Account Id field.
Conclusion
This feature provides in-memory support for change, suspend, disconnect, and upgrade REST APIs. Self-service eCommerce applications can perform multiple operations on assets in a shopping cart or on a sales order before persisting the information in the database. REST APIs have additional flags to enable pricing and eligibility/compatibility workflows as needed. By optimizing the subscription web services, unassisted channels (eCommerce, IVR) will experience a faster response.
To find out more watch this TOI on Siebel University.