Service Manager supports the complete lifecycle of service management, from initial service fulfilment and activation to service changes and recovery. The telecom order management system offers comprehensive workforce management capabilities, including the option to integrate with third party appointment management system. It supports the full range of service types such as fixed line, mobile, cable, TETRA, IN, VAS and new 4G/5G service applications, and allows bundling and unbundling of service combinations.
Service Manager
Accelerate your order-to-cash with a comprehensive service fulfilment solution
Cerillion Service Manager is a complete telecom order management and service fulfilment solution for fixed, mobile, cable and convergent services.
With growing competition and the convergence of networks and devices, Communications Service Providers (CSPs) must manage a broader and more sophisticated range of services to stand out. Whether it be fixed operators launching mobile and convergent services, mobile operators adding broadband to their portfolios, or new virtual operators re-selling a full suite of telecoms and content services, transforming complex service portfolios into user-friendly products is essential. Legacy OSS and BSS silos designed for a single service type slow down new service rollouts and inhibit service flexibility, leaving operators at the mercy of their more agile competitors. In this environment, being able to efficiently manage the complete service lifecycle, from network capability and service creation to customer order and service personalisation, is one of the critical factors for on-going operator success.
Cerillion Service Manager provides a complete closed-loop service fulfilment solution, which optimises network utilisation and turns new service capabilities into new revenue streams, fast. Combining order management and service provisioning with a comprehensive product catalogue and an optional network inventory solution, Service Manager accelerates time-to-market for new services while enhancing customer satisfaction and loyalty.
Key Benefits of Cerillion Service Manager
Multi-play service management
Complete service orchestration and provisioning for triple-play and quad-play service portfolios.
Improve time-to-market
Rapidly develop new services by assembling proven service building blocks using GenAI or a drag-and-drop UI.
Rules-based service provisioning
Manage business rules, dependencies and exceptions for complex service bundles.
Service integrity
Improved service and revenue assurance through pre-integration with CRM Plus and Revenue Manager modules.
Improved customer experience
Conditional workflow controls the entire service fulfilment process and ensures that promises to customers are kept.
Operational efficiency
Supports seamless end-to-end business processes through pre-integration in Cerillion suite.
Key Features of Cerillion Service Manager
Flexible service management
Rules-based activation and provisioning
Service Manager provides the power to activate, update or terminate services automatically on any network device or application, based on workflow conditions and dependencies. The system provides an open and flexible mechanism to interface with any number of network elements, either via direct, serial connection to a network element terminal port or over TCP/IP. It utilises user-definable command profiles enabling the rapid introduction of new services without the need for software customisation.
Product and service catalogue
Service Manager is pre-integrated with the Enterprise Product Catalogue module, which is a business oriented solution that enables efficient management of the multitude of sophisticated products and services required today. It enables end-user products to be created based on re-usable product and service elements, improving time to market for launching new services and ensuring network capabilities are matched with the commercial products.
Embedded workflow and order management
Service Manager incorporates a workflow management engine to ensure that promises to customers are kept, avoiding complaints and revenue leakage down the line. It controls key business processes including telecom order management and service provisioning, and populates the attributes required for each service instance. Using conditional workflow logic to link together both automatic actions and manual procedures, Service Manager ensures that all the necessary job steps are undertaken to complete a customer order, managing action priorities and issue escalation where required. Similarly, workflow avoids inefficiencies by ensuring tasks are undertaken only when all necessary prerequisites are complete.
AI Workflow Agent
The Workflow Agent is an AI Agent that provides the glue for multi-step, cross-system processes. It reads swimlane-style definitions or prompt instructions and composes executable workflows that invoke Cerillion APIs and, where permitted, third-party systems. Typical patterns include order capture to fulfilment, change of service, credit and collections, and care escalations.
Pre-integrated network inventory option
Service Manager is pre-integrated with the optional Network Inventory module, which manages the physical and logical network resources used to build services. This allows “bottom up” service creation, based on real network capabilities, ensuring only services which are available on the network can be offered in commercial packages to the end customer. Linked with workflow and order management, it also helps provide alternative services where a customer’s first choice of service is unavailable.
Workforce management
Service Manager provides a range of workforce management options, including definition of engineer tasks, skill and work areas using a points-based system, as well as appointment routing, scheduling and progress monitoring. It includes its own calendar booking system but can also be integrated with external appointment management systems using APIs to fetch / book / reschedule / cancel appointments where required.
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Cerillion Service Manager FAQs
What is telecom order management software?
Telecom order management software coordinates the processes required to deliver, change or terminate communications services following a customer order.
It validates the order, identifies the services and resources required, manages dependencies and assigns the necessary automated or manual tasks. It also tracks the order through fulfilment, provisioning and activation, including the handling of delays and exceptions.
Cerillion Service Manager provides order management and service fulfilment for fixed, mobile, broadband, cable and convergent services.
What is service fulfilment in telecoms?
Service fulfilment is the process of turning a customer order into an active communications service. It covers the activities required to design, assign, provision, configure, test and activate the service across the relevant systems and network resources.
The exact process depends on the service being delivered. Activating a mobile service may be largely automated, while delivering fibre or enterprise connectivity can require resource allocation, equipment installation, appointments and fieldwork.
Telecom service fulfilment software coordinates these activities to help CSPs deliver services accurately and within the timescales promised to customers.
What is the difference between order management, service orchestration and provisioning?
Order management controls the overall progress of an order, including validation, decomposition, dependencies, tasks, exceptions and completion.
Service orchestration coordinates the different systems, processes and resources involved in delivering each service within that order. Provisioning performs the specific actions needed to configure or activate the service on a network device or application.
These functions work together: order management determines what must be delivered, orchestration coordinates how it will be delivered, and provisioning carries out the required network or system changes. Cerillion Service Manager combines these capabilities within a single service fulfilment solution.
How do product catalogues, service catalogues and order management work together?
A product catalogue defines the commercial products and packages offered to customers, while a service catalogue defines the technical services and fulfilment requirements that underpin them.
When a customer places an order, the order management system uses these definitions to break the purchased product into the appropriate service orders, workflows and provisioning actions. This connects what the customer has bought with the network capabilities and resources needed to deliver it.
Cerillion Service Manager works with Enterprise Product Catalogue and Service Catalogue to support a catalogue-driven flow from product configuration and order capture through to service activation.
What is order fallout in telecoms?
Order fallout occurs when an order cannot progress through fulfilment because of missing or incorrect information, an unavailable resource, a failed provisioning action or another unresolved dependency.
Without effective order management, failed or delayed orders may require significant manual investigation and can lead to missed delivery dates, delayed revenue and poor customer experiences.
Telecom order management software helps reduce fallout by validating orders, enforcing prerequisites and automating repeatable fulfilment activities. Where an exception still occurs, workflow rules can route it to the appropriate team, trigger escalation and track it through to resolution.