Use case · Self-Care & Customer Care
Contact Detail Update
Subscriber updates phone number or email contact on their account.
eCareParty Mgmt
CustomerPrimary actor
Self-Care & Customer CareCategory
2Modules involved
At a glance
TriggerNew phone or email
OutcomeCustomer reachable on the new contact
Main flow
The usual path from start to finish.
- 1
- 2
- 3
Confirm with a one-time code - 4
- 5
Notify old contact of the change
Exceptions & alternate flows
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.