Configuration extensions for a telecommunications service provider

• US 8,069,070 B2
• Filed: 01/12/2006
• Issued: 11/29/2011
• Est. Priority Date: 10/14/2005
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services Limited (Accenture PLC)
• Inventors: Papili, Marina, Cundari, Chiara
• Primary Examiner(s): Jeanty; Romain
• Assistant Examiner(s): FLEISCHER, MARK A
• Application Number:
  US11/330,880
• Publication Number:
  US 20070162317A1
• Time in Patent Office: 2,147 Days
• Field of Search: 705/8, 705/7.11, 705/7.15
• US Class Current: 705/7.11
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A customer care architecture integrates a full range of customer care and dunning billing features in a customer care system. The customer care architecture defines and implements multiple workflows which support dunning action requests while centralizing customer account control at the customer care system in an end-to-end telecommunications system framework. The customer care architecture thereby supports interaction, communication, and synchronization with existing and established dunning accounting systems.

Claims

1. A method comprising:

storing a customer account record with a customer care database of a customer care system, the customer care system comprising a processor, a memory coupled to the processor, and the customer care database coupled to the processor;

defining workflows in the memory of the customer care system, the workflows comprising a suspend asset workflow, a resume asset workflow, and a dunning cleaning workflow;

receiving a dunning action request batch file from an external dunning system;

the customer care system storing the received dunning action request batch file in the memory;

the customer care system processing the dunning action request batch file and responsively updating a customer dunning status field in the customer account record;

when the dunning action request batch file includes a suspension request for a customer asset, initiating execution of the suspend asset workflow in the customer care system to create an asset suspension order, and communicating suspension of the customer asset to the external dunning system;

when the dunning action request batch file includes a re-activation request for a customer asset, initiating execution of the resume asset workflow in the customer care system to create an asset re-activation order, and communicating re-activation of the customer asset to the external dunning system;

synchronizing a local database of a mobile client with the customer care database of the customer care system; and

using the mobile client to perform a troubleshooting investigation of the customer care system.

2. The method of claim 1, wherein updating the customer dunning status field comprises setting the customer dunning status field to ‘

Waiting for Processing’

.

3. The method of claim 2, further comprising communicating a suspension order for the customer asset to a telecommunication provisioning system.

4. The method of claim 1, further comprising:

denying a requested dunning action via the mobile client.

5. The method of claim 1, wherein the customer care database comprising an account dunning action field, an account dunning status field, a status change reason field, and an interaction section.

6. The method of claim 1, wherein the dunning action request batch file comprises multiple dunning action requests.

7. The method of claim 6, wherein the receiving the dunning action request batch file comprises receiving new dunning action request batch files on a regular schedule.

8. The method of claim 6, wherein updating the customer dunning status field comprises:

receiving dunning input from a dunning operator accepting the dunning action request;

setting the customer dunning status field to ‘

Locked’

in response to the dunning input; and

communicating the ‘

Locked’

customer dunning status field to the external dunning system.

9. A system comprising:

a customer care system comprising;

a communication interface operable to communicate with an external dunning system;

memory coupled to the communication interface, the memory comprising;

a customer account record;

a dunning action request batch file received from the external dunning system;

a batch processing script operable to process the received dunning action request batch file and responsively update a customer dunning status field in the customer account record;

a suspend/resume workflow executed by the customer care system for suspending a customer asset or re-activating a customer asset in accordance with the received dunning action request batch file; and

an account modification workflow for communicating suspension of the customer asset to the external dunning system;

a processor coupled to the memory which executes the batch processing script, the suspend/resume workflow, and the account modification workflow;

a customer care database coupled to the processor;

a mobile client comprising a local database, wherein the mobile client for synchronizing the local database with the customer care database via the communication interface, wherein the mobile client for performing a troubleshooting investigation of the customer care system.

10. The system of claim 9, wherein the dunning action request batch file comprises:

a dunning ‘

Suspension’

action request, and wherein the batch processing script updates the customer dunning status field by responsively setting a Suspension requested flag.

11. The system of claim 10, wherein the processor receives a dunning operator input for applying a ‘

Lock’

to the customer account record, and wherein the customer care system communicates the ‘

Lock’

to the external dunning system.

12. The system of claim 9, wherein the dunning action request batch file comprises a dunning Termination action request, and wherein the processing script updates the customer dunning status field by responsively setting a Termination requested flag.

13. The system of claim 12, wherein the processor receives a dunning operator input for applying a ‘

Lock’

to the customer account record, and wherein the customer care system communicates the ‘

Lock’

to the external dunning system.

14. The system of claim 9, wherein the memory further comprises a dunning check workflow definition.

15. The system of claim 14, wherein the dunning check workflow definition reads the customer dunning status field, and when a ‘

Lock’

is applied, responsively communicates the ‘

Lock’

to the external dunning system.

16. A system comprising:

a dunning processing system comprising;

a dunning communication interface;

a memory comprising a dunning financial accounting system which periodically generates a dunning action request batch file; and

a processor coupled to the memory which executes the accounting system and which communicates the dunning action request batch file through the dunning communication interface;

a customer care processing system comprising;

a customer care communication interface coupled to the dunning communication interface;

a memory comprising;

a dunning cleaning workflow;

a customer asset suspend/resume workflow;

an account modification workflow;

a customer account record comprising a customer dunning status field; and

a batch processing script for processing the received dunning action request batch file; and

a processor coupled to the memory which executes the batch processing script and responsively updates the customer dunning status field, wherein the processor further executes the customer asset suspend/resume workflow in response to a Suspend or Activate status in the customer dunning status field and further executes the account modification workflow to communicate customer asset suspension or reactivation to the dunning processing system;

a customer care database coupled to the processor;

a mobile client comprising a local database, wherein the mobile client for synchronizing the local database with the customer care database via the customer care communication interface, wherein the mobile client for performing a troubleshooting investigation of the customer care processing system;

wherein the dunning processing system is external to the customer care processing system.

17. The system of claim 16, wherein the memory further comprises a dunning check workflow which is operable to read the customer dunning status field, and when a ‘

Lock’

is applied, responsively communicate the ‘

Lock’

to the dunning system.

18. The system of claim 17, wherein the dunning action request batch file comprises a customer asset suspend action request or a customer asset terminate action request.

19. The system of claim 17, wherein the dunning action request batch file comprises a customer asset re-activation action request.

20. The system of claim 17, wherein the memory further comprises a dunning cleaning workflow definition operable to reset the customer dunning status field.