Pipeline Publishing Pipeline News Center 12/8/2009 Comcast tracks and solves order issues more quickly with ConceptWave order management.   Order management systems are continuing to grow in their importance within service-oriented businesses like telecommunications and cable providers, Chun-Ling Woon, vice president for sales and marketing for ConceptWave told an audience at the TM Forum’s Management World Americas, Tuesday in Orlando, Fla.   The most important element, added Tony Centi, senior director, Comcast Enterprise Technology, is to be able to catch problems early in the process – particularly before bills go out. Customers whose orders haven’t been fulfilled properly are costly. They’ll either cancel their order or the work needs to be redone, which is costly in terms of equipment and personnel.   “It costs money for the trucks to roll,” Centi said. But order exceptions historically have been tracked via the billing system.   So, according to Centi, a system like ConceptWave’s OSS that works between the order entry and billing systems can provide active exception management is essential because it enables Comcast to track and solve order issues more quickly, enhancing the customer experience and helping the company control some of its costs. -- Phil Britt, Senior News Editor, Pipeline Orlando, FL -- Management World Americas

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