Company: Jio Platforms Limited
Product Title: JIO Customer Management Suite (JCMS)
eTOM & SID Version: 23.5 & 24.0
Conformance Type: Solution Conformance
Assessment Completion Date: April 2025
Detailed Certification Reports: TMFC023, TMFC028, Remaining Processes
General Overview
This document provides details of JIO Customer Management Suite (JCMS), against the following ODA Core Frameworks: :
TMFC023:
- Business Process Framework (eTOM) version 23.5
- Information Framework (SID) version 23.5
TMFC028:
- Business Process Framework (eTOM) version 24.0
- Information Framework (SID) version 24.0
Remaining Processes:
- Business Process Framework (eTOM) version 24.0
The assessment included a review of the methodology approach to process and information modeling against the TM Forum’s Business Process Framework (eTOM) and the Information Framework (SID) for the specific processes and entities submitted for certification.
Solution Functionality/Capability Overview
JIO Customer Management Suite (JCMS) is an In-house developed cloud-based application. The JIO Customer Management Suite (JCMS) offers a comprehensive range of functionalities designed to enhance customer service and operational efficiency. Key features include Order Management for seamless handling of customer orders, MACD Orders for managing service modifications, Customer Creation and Update functionalities to maintain accurate customer records, and Ticket Management for addressing and resolving customer issues.
The suite also supports Autopay for convenient automatic bill payments, Data Pool Maintenance for consistent data management, and MNP (Mobile Number Portability) to facilitate smooth number transfers. Additionally, it offers Subscription and Product Change capabilities, Order Fulfillment using Floworx for efficient processing, and Data Replication to the Billing System to ensure accurate invoicing. Service Requests can be efficiently managed within JCMS. All customer-related issues can be categorized and addressed systematically, ensuring timely resolutions and enhancing customer satisfaction.
Together, these features provide a robust solution for managing customer interactions and services effectively. This comprehensive approach enhances the customer experience, streamline operations, and ensures that all stakeholders remain informed throughout the order lifecycle.>p<
Customer Creation
This feature enables the creation of new customer profiles within the system. It captures essential customer information, ensuring that all necessary details are recorded for future interactions and service management.
Customer Update
The Update Customer functionality allows for the modification of existing customer information. This ensures that customer records are always up to date, reflecting any changes in contact details, service preferences, or other relevant information.
Account Creation:
The Billing Account Creation JCMS facilitates the setting up of new billing accounts for customers. This feature ensures that all necessary billing information, such as payment details, billing addresses, and service plans, is accurately captured and recorded. By streamlining the billing account setup process, JCMS helps to ensure that customers are billed correctly and on time, reducing errors and enhancing the overall customer experience. This functionality is essential for maintaining efficient billing operations and providing seamless onboarding experience for new customers.
Order Management:
The Order Management functionality allows users to efficiently handle customer orders from initiation to completion. It includes tracking order status, managing order details, and ensuring timely delivery, providing a seamless experience for both customers and service providers.
MACD Orders:
MACD (Move, Add, Change, Delete) orders facilitate the management of service modifications. This functionality ensures that any changes to customer services, such as upgrades, downgrades, or relocations, are processed smoothly and accurately. Few MACD processes which are supported are mentioned below:
- Service Suspension and Redemption
- SIM Change
- Relocation
- Add/Remove VAS
- Add/Remove/Changes Devices
Autopay Functionality:
Autopay functionality provides customers with the convenience of automatic bill payments. By setting up autopay, customers can ensure their bills are paid on time without manual intervention, enhancing customer satisfaction and reducing overdue payment issues.
Data Pool Maintenance:
This feature encompasses the comprehensive management and upkeep of the data pool, ensuring that all customers within the same pool can share and allocate data from the donor to the associated beneficiaries. The data pool functionality allows customers to add or remove multiple members within their group, thereby maintaining accurate, consistent, and readily available data for various operational needs.
MNP (Mobile Number Portability):
The MNP functionality supports the process of transferring a customer’s mobile number from one service provider to another. It ensures a smooth transition without service interruption, adhering to regulatory requirements and customer preferences.
Subscription Change:
Subscription Change functionality allows customers to modify their service subscriptions. Whether upgrading from postpaid to prepaid or vice-versa for more affordable option, this feature ensures that subscription changes are processed efficiently.
Product Change:
This feature enables customers to switch between various products or services offered by the provider. It ensures that product changes are handled seamlessly, maintaining customer satisfaction and service continuity.
Order Fulfillment using Floworx:
Order orchestration process integrates with the Floworx system to streamline the order fulfillment process. It ensures that orders are processed accurately and efficiently, leveraging automation to reduce manual effort and improve delivery times.
Data Replication to Billing System:
This functionality ensures the seamless replication of all relevant customer, billing account, and order data to the billing system. By maintaining accurate and up-to-date billing information, it facilitates timely and correct invoicing. Additionally, this feature supports the synchronization of data across systems, reducing discrepancies and enhancing the overall efficiency of the billing process.
Service Requests:
This functionality in JCMS enables efficient management of customer issues and inquiries. This feature allows for the categorization and systematic handling of all customer-related problems, ensuring that each request is addressed promptly and effectively. By streamlining the resolution process, JCMS enhances customer satisfaction and ensures that service standards are consistently met. This functionality is crucial for maintaining a prominent level of customer support and fostering positive customer relationships.
JIO Customer Management Suite (JCMS) – Key Features
JIO Customer Management Suite (JCMS) – Benefits
Cost-Effective:
Open-source solutions eliminate licensing fees, reducing overall costs.
Flexibility:
JCMS is highly customizable to meet the unique requirements of telecom businesses. Its API driven interfaces maximize compatibility with third party infrastructure.
User Friendly Dashboard:
JCMS includes a user-friendly interface that allows users to monitor the real-time progress of customers’ orders throughout the entire lifecycle. This intuitive dashboard provides detailed visibility into each stage of order processing, enabling users to view the customer details, account details, product details, track order statuses, track distinct stages of order lifecycle such as order validation, fulfillment, and final order completion.
Microservices based architecture:
A cloud-native microservices architecture enables each feature to be developed, upgraded, and deployed independently, ensuring continuous operations with zero downtime for other services.
Scalability:
The platform is cloud-enabled and built on Docker and Kubernetes-based deployment architecture, leveraging open-source technologies for superior scalability and performance. It is designed for horizontal scalability, incorporating a highly optimized caching layer and self-healing architecture.
eTOM and SID Certification Scope
The following figures represent the Business Process Framework Level 2 processes and the SID ABEs that were presented in scope for conformance certification.
TMFC023 – eTOM
Process coverage for JIO Customer Management Suite (JCMS) – TMFC023 – Conformance Certification
TMFC023 – SID
Level 1 ABEs – SID coverage for JIO Customer Management Suite (JCMS) – TMFC023 – Conformance Certification
TMFC028 – ETOM
Process coverage for JIO Customer Management Suite (JCMS) – TMFC028 – Conformance Certification
TMFC028 – SID
Level 1 ABEs – SID coverage for JIO Customer Management Suite (JCMS) – TMFC028 – Conformance Certification
Remaining Processes – eTOM
Process coverage for JIO Customer Management Suite (JCMS) – Remaining Processes – Conformance Certification
Detailed Certification Reports: TMFC023, TMFC028, Remaining Processes
For more information on JIO Customer Management Suite (JCMS), please contact:
N K Ashok, Head Design & Delivery,JIO Platform: [email protected]
Girish Prabhudesai, Product Owner, JIO Platform: [email protected]
Vishal H Patel, Engineering Lead, JIO Platform: [email protected]/a>
Sanmesh Kamble, Solution Architect, JIO Platform: [email protected]
For any additional information on this ODA Conformance Certification Report, please contact TM Forum at [email protected]
Report Misuse: Conformance certification is an important part of enabling the communications industry to maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at [email protected].
Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect JIO-JPC Connect(X)-eTOM&SID-23.5-CertificationReport_v1.0damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.