ICone facilitates the clients link interface for the operational and problems management of the orders.

It facilitates access to the rest of SIDIcom applications, as well as::

– Defines the comprehensive product, service and resource catalog.

– Orchestrates the business processes of service orders, as well as their provisioning and activation.

– Manages the interaction of service installation work orders.

– Manages the lifecycle of products and services and the contracted fleet.

ICOne has a wide set of utilities to facilitate interaction and communication with customers and their managers.

It is a modular solution that can be deployed both in SaaS Cloud and On-Premise mode with the following functionalities:

– CATALOG: Based on TMForum’s SID model, it allows to define multiple catalogs and manage their lifecycle, both commercial and technical elements: products, services and resources.

– CRM: Customer and service order management.

• Registration, cancellation and modification of customers and accounts.
• Manual and massive registration requests.
• Modification and cancellation of service requests.
• Provision of services: Commercial and Technical (work orders).
• Contracted fleet management.
• Incident and problem management.

– CPQ: Management of offers and contracts.

– PROBLEMS AND INCIDENTS:

• Unified access through ICOne’s unified portal to cases.
• Supports incidents, problems, changes and requirements, according to the ITIL model.
• Allows to easily design specific workflows for each type of case and configure their status and transitions.
• Manages multiple configurable SLA models.
• Contracted park integrated with case management.
• Integration with knowledge manager.

– UTILITIES:

• Project and activity management.
• Instant Messaging and Videoconferencing.
• APIs management.
• Real-time monitoring.
• Online reports and dashboards.

CONTROL PANEL: User administration, roles, permissions…