Self Service

Self Service provides a comprehensive set of features for offering online sales direct to both new and existing customers using its own online store or through integration with an external sales catalogue. Customers browse the catalogue and sign up for specially designed online packages containing a single product / service, or a bundle of multiple products, as defined in a product catalogue (e.g. Cerillion Enterprise Product Catalogue) or an external storefront application.

The Online Store works using a familiar shopping cart approach, allowing customers to compare products and add products to their cart until they are ready to go ahead and place their order, all in their preferred language. The shopping cart is visible at all times within the Online Store, allowing customers to easily view and modify the contents of their cart as required.

Self Service delivers an online Account Management presence, 24 hours a day, seven days a week, in their preferred language and accessible on any web-enabled device. Customers can maintain all details of their Account, including updating demographic details, viewing and paying bills, managing payment agreements, and monitoring their overall spend. The application can be used by both individual consumers, wanting to take control of their personal finances, and corporate administrators needing to manage overall company spend on their communications services.

Self Service provides an online Service Management environment for maintaining all aspects of your communications services at any time of the day or night. Customers can choose to update their service preferences including content controls, network settings, automatic top-ups and spend limits, as well as making package changes and buying boosters using prepaid credit or an existing payment method. Customers can also choose to upgrade or downgrade their Services at any time, providing that no contract or bundle conditions are broken by the change.

Self Service helps business customers to support their employees who work from home with a dedicated portal for managing the ‘split billing’ of their communications services. Using a Self Service employer account, business administrators can manage which elements of an employee’s residential package will be paid for by the company, whilst employees retain control and billing responsibility for other service options and upgrades.

Customers can initiate a web chat session with a CSR from any My Account or E-commerce page, whether they are logged in or not, i.e. an existing Self Service user or an anonymous user. Self Service provides this through integration with specialist chat applications, subject to the corresponding CRM integration for CSRs to use.

Cerillion Self Service is a responsive design and browser independent solution with full support for the Chrome, Firefox, Edge and Safari browsers running on a PC, tablet or mobile phone. The system is highly configurable, allowing the user interface (UI) and user experience (UX) to be customised using no-code configuration.

Self Service follows Cerillion’s key design principle of delivering flexibility through configuration, not customisation. This means that the core product is the same for all customers, with adaptation and differentiation delivered via a design system and no-code configuration:

• Branding Theme & Styles (by brand and customer segment)
• Adaptability of ecommerce user flows 
• Configurable product filtering for guided sales
• Configurable sorting of Product Catalogue items
• Feature Selection
• Configurable Navigation Menus
• Routes to External Pages
• Configurable Header and Footer
• Multi-Language
• User Access

Self Service delivers complete control of the digital experience (DX) through a visual headless CMS that supports:

• Custom pages, sections and UI components
• Custom business process flows
• Integration to Cerillion API
• Integration to external API
• Data and Context sharing between UI App and CMS 
• Use of Angular App Services from CMS
• No-code DX Composition
• Coding DX Composition, using JavaScript 

Self Service is a best-of-breed self-service application which is pre-integrated with the Cerillion BSS/OSS suite using TM Forum Open APIs but can equally be integrated with other BSS/OSS applications that offer similar Open APIs.