Company: Tecnotree
Product Title: DCLM – Digital Customer Lifecycle Manager v5.0.2
eTOM Version: 19.0
Assessment Completion Date: September 2020
Detailed Certification Report: R19.0 Final Certification Report for Tecnotree DCLM – Digital Customer Lifecycle Manager v5.0.2
General Overview
This webpage and report provides details of Tecnotree’s self-assessment and TM Forum’s Conformance Assessment of their DCLM – Digital Customer Lifecycle Manager v5.0.2 product, against the following standard components:
- Business Process Framework (eTOM) version 19.0
The assessment was based on a review of:
- The methodology approach to process modeling against TM Forum’s Business Process Framework Release 19.0 according to the specific processes submitted in scope for the Assessment.
Product Functionality/Capability Overview
DCLM – Digital Customer Lifecycle Manager v5.0.2 Platform Overview
Tecnotree’s Digital Customer Lifecycle Manager (DCLM) for Digital Service Provider’s (DSP) is a user-friendly system dedicated to build unique and personalized customer relations. It automates key processes in customer onboarding and lifecycle care. It allows personalization of every customer’s experience by providing consistent message across all channels and creation of a single view of each customer with information from all customer touchpoints.
DCLM offers the following features to enable digital service providers to deliver services more efficiently and quickly:
Customer Centric Architecture: DCLM enables DSPs to capture and maintain all customer related information. This eliminates duplication and customer data ambiguity, across various customer functional units. DCLM enables a unified convergent view of a customer and the related information across service lines and channels. It provides a 360-degree view of the customer including the history of interactions and service requests. DCLM users have access to customer information set that is aggregated, maintained, and managed.
Analytics and KPIs: DCLM provides DSPs the insights on customer behavior as well as on the performance of their CSRs and stores, using state-of-the-art analytics engine built into the system.
Omni-channel support: A customer will be able choose when and where to interact with the DSP and be able to smoothly switch channels at any time and continue the interaction. Customer data will be consistent and seamlessly available across channels. DCLM will be the single source of truth for customer data.
Mobile App: The feature rich DCLM mobile application has been conceptualized and designed to mobilize the operator’s on premise agents in shops and service centers to help reduce delay in servicing customers due to long queues in shops and service centers.
Following are the key features of DCLM 5.0.2:
- DCLM provides a unified view of Products & Services across multiple line of business.
- It provides a platform for single truth of Customer Information.
- It Enables Omni Channel User Experience across multiple touch points.
- Its “Multi enabled”- Constituting Multi Play, Multi-Tenant, Multi Currency, Multi Lingual, Multi Calendar and Multi Device.
- It follows the principle of Catalog driven templates for Registration & Service Changes.
- DCLM provides Configurable workflow based orchestration for Registration and Service Requests.
- It has Personalized User Dashboard (for Task, performance).
- It can also help you unify monetary assets through Digital Wallet.
- With its inherent analytics module, it provides recommendations for Cross sell / Up Sell Opportunities.
- Based on a comprehensive Customer data centric architecture.
Business Process Framework Level 2 Process Scope
The following figure represents the scope of the assessment based on the Business Process Framework (eTOM) v.19.0. The Level-2 processes highlighted in red, and all their Level-3 constituents were submitted for conformance certification.
Level 2 process coverage for Tecnotree’s DCLM – Digital Customer Lifecycle Manager v5.0.2
Detailed Certification Report: R19.0 Final Certification Report for Tecnotree DCLM – Digital Customer Lifecycle Manager v5.0.2
For more information on Tecnotree’s DCLM product, please contact:
E-mail : [email protected]
For any additional information on this 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 damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.