Built-in Workflow Management

Master.Scribe Service Order features a built-in Workflow Management engine that links every service request to business rules that guide tasks through to timely completion. The module maintains an index of service request profiles with associated lists of activities and related task priorities, as well as critical path definitions.

Master.Scribe Service Order life cycle

Task requests for service orders are generated in accordance with the rules for each defined workflow. After a service order has been issued, the system ensures that all appropriate personnel are informed of delays, escalations or other factors that can affect timely completion.

Workflow Management functions ensure that the progress of all orders is tracked, and those tasks are not allowed to fall behind schedule.

Workflow Management functions include:

Tracking
From the moment a service order is entered into the system, Master.Scribe Service Order tracks all associated activities and tasks through to completion. The progress of tasks is continuously checked against the clock and the calendar.

Notification
Automatic and immediate notifications of events in Master.Scribe Service Order, including new task assignments and jeopardies, are sent to appropriate individuals and teams. Notifications can be sent via pager, telephone, E-mail or fax.

Escalation
Eftia escalations help ensure that no task stalls or is dropped. Through links to a complete set of notification devices, escalations in all modules of the Master.Scribe® Suite are triggered automatically according to customer-defined criteria, or manually, as required. Escalations move tasks to ever-higher levels of technical expertise and management until the problem is solved.

Jeopardy
Jeopardy procedures sound the alarm when a task is in danger of falling behind schedule, notifying personnel responsible for all other affected tasks, as well as managers and appropriate customer service representatives. Jeopardy procedures are built into Master.Scribe Service Order and keyed to customer-defined parameters to ensure that they meet internal deadlines and service level agreements (SLA).

Integration—Master.Scribe Service Order is designed to integrate seamlessly with external systems such as interconnection gateways, service activation engines, billing and CRM systems, fax and paging utilities, and E-mail.

Readily integrated with other components of the Master.Scribe Suite, Master.Scribe Service Order also

• Draws on and updates network circuit inventory data from Master.Scribe Inventory to assign available circuits and ports as part of service order procedures
  
• Links to Master.Scribe Number Track to allocate number blocks, calling cards, toll-free numbers, and vanity numbers for activation on request
  
• Integrates with Master.Scribe Maintenance to provide maintenance personnel with easy access to the database of services ordered by customers, facilitating the monitoring of SLAs. It also provides Maintenance personnel with easy access to orders in progress, and order personnel with easy access to customer trouble tickets.

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For further information about Master.Scribe Service Order or to obtain Eftia product brochures, please contact us directly.