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The order-to-service process, incorporates many steps, pictured here linearly from order captured to service creation. In between, there are  order validation, order processing, activating the order or service, completing and verifying the order and finally gaining customer acceptance. This overall stream from order entry to completion is a KPI that can be managed; the better this KPI, the happier the customer is going to be, the lower costs are going to be, and the better the business will be performing. 

Call Center Headset

Network Operations Ctr

Few things drive down brand image and customer satisfaction more than order errors, especially resulting in cancellation. Yet ISPs frequently take orders without knowing if and when service can be delivered. Poor order validation and order decomposition results in either order cancellation after the customer has ordered it, or unacceptably long order completion times. It is not uncommon for a "zero-touch" Ethernet circuit to take 50-70 days to complete. 

Happy Shopper

Customer Satisfaction

If you order a computer on-line. You can configure it, personalize it, and know the exact date it will be delivered. Yes, for ISPs and Service Providers you frequently get none of these. Customer satisfaction is driven up when customers can see the prices, with options, understand the terms, and know when the ready-for-service date is. Even better when they can track it. BiC ISPs manage this by integrating their order portal, product catalog, service and resource inventory and their dispatch.

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Three truck rolls to complete one order. This is not uncommon. Outside plant staff arrive on-site without the correct tools or parts. Several concurrent processes can lack integration resulting in a dispatch per process. Being expensive, dispatch errors can move the breakeven point to late in the contract, raising the risk of losing money.

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