Use case · Self-Care & Customer Care
Address Update
Subscriber updates delivery or billing address on their account.
eCareParty Mgmt
CustomerPrimary actor
Self-Care & Customer CareCategory
2Modules involved
At a glance
TriggerCustomer moves or corrects an address
OutcomeCorrect address everywhere
Main flow
The usual path from start to finish.
- 1
- 2
- 3
- 4
Update billing, delivery and tax location - 5
Exceptions & alternate flows
Address outside coverageWarn about service impact
Systems & modules involved
eCareParty Mgmt
Business rules
- Verify identity before changes
- Every interaction recorded
- Clear SLAs per ticket priority
KPIs to watch
- First-contact resolution
- Self-service adoption
- Customer satisfaction
Standards & references
TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction
This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.