FORM 2
THE PATENTS ACT, 1970 (39 OF 1970) & THE PATENT RULES, 2003
COMPLETE SPECIFICATION
(See section 10 and rule 13)
“METHOD AND SYSTEM FOR OPTIMIZING TRACKING OF AN
ORDER JOURNEY”
We, Jio Platforms Limited, an Indian National, of Office - 101, Saffron, Nr. Centre Point, Panchwati 5 Rasta, Ambawadi, Ahmedabad - 380006, Gujarat, India.
The following specification particularly describes the invention and the manner in which it is to be performed.

METHOD AND SYSTEM FOR OPTIMIZING TRACKING OF AN ORDER
JOURNEY
FIELD OF INVENTION
[0001] The present disclosure generally relates to order journey configurations. More particularly, the present disclosure relates to methods and systems for optimizing tracking of an order journey.
BACKGROUND
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section is used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Customer relationship management (CRM) is the combination of technologies, practices, and strategies that companies use to manage and analyse customer/client and/or lead interactions and data throughout the customer life cycle. Various operations such as onboarding new customer, modifying customer details such as personal details, account details and services are accomplished by accepting order from front-end channels. The order is tracked from submission to completion through a unique order identifier called Order Identity (ID) and details of the same are also provided on a custom User Interface (UI) of CRM systems. The objective is to improve customer service relationships, reduce time-to-market for new business requirements, modifications and adaptations and assist in customer retention and drive sales growth. CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company's website, telephone, live chat, mail, marketing materials, social networks and like others. CRM systems can give customer-facing staff member’s detailed information on customers' personal information, order history, preferences, and concerns.
[0004] An order is an entity that is created in a database and helps in tracking the progress of an operation, such as new customer onboarding, modifications in customer profile etc., through

milestones. Orders can be categorized differently depending on their characteristics. At present, many types of orders exist at a granular level based on various order characteristics. However, determination of a milestone for each order in code binaries requires a huge task. While it is cumbersome to determine a milestone for each order, maintenance overhead after the milestone is determined is a big headache, especially in present times when the design of a solution evolves continuously due to inevitable dynamic nature of businesses.
[0005] Further, over the period of time various solutions have been developed to identify the order scenario, to deduce the list of applicable milestones and to maintain the order configuration in CRM systems. However, there are certain challenges with existing solutions. For example, addition or modification of a functionality requires mandatory downtime. Even in the event of a modification as miniscule as skipping of one or more milestones or simply interchanging them, the conventional system requires a change in code in lower environment, i.e., developmental environment, sign-off to the system integration testing team followed by regression and then deployment in production through Planned Activity. This process itself takes at least a couple of business days. The conventional systems are configured to employ lengthy code hotfix cycle which involves adapting to changes in code, deploying the code binaries in higher testing environment, pipelining the exit to production, scheduling Planned Event (PE) in production environment, system downtime and deployment in production.
[0006] In the field of order management and logistics, tracking the journey of an order from initiation to delivery involves monitoring multiple milestones or stages. These milestones may include order confirmation, processing, packaging, shipping, and delivery. Each milestone represents a crucial point in the order fulfilment process, offering insights into the status and progress of the order. Existing systems often lack standardized methods for defining and managing milestones across different order types and industries. This can lead to inconsistencies in tracking and reporting. Many current systems still rely on manual data entry or updates, which are prone to errors and delays. This can result in outdated or inaccurate information about milestone statuses. Current known solutions for determining and modifying the milestones for each order have several shortcomings such as mandatory downtime requirement for performing any change in a milestone, thereby leading to a loss of at least few business days.

[0007] Thus, there exists an imperative need in the art to maintain milestone configurations for all the order scenarios uniquely identified and to optimize a tracking of an order journey comprising various milestones, which the present disclosure aims to address.
5 OBJECTS OF THE DISCLOSURE
[0008] Some of the objects of the present disclosure, which at least one embodiment disclosed herein satisfies are listed herein below.
10 [0009] It is an object of the present disclosure to provide a system and a method for real-time
modification of milestones in an order journey.
[0010] It is another object of the present disclosure to provide a solution that is configured to
effect dynamic changes of milestone configurations in real-time for each order without
15 requiring a downtime.
[0011] It is yet another object of the present disclosure to provide a solution that avoids restart of the system to ramp up to new business expectation while performing milestone changes.
20 [0012] It is yet another object of the present disclosure to provide a solution to maintain
milestone configurations for all the order scenarios uniquely identified.
[0013] It is yet another object of the present disclosure to provide a solution that provides a
command line tool for changing milestone configuration, said command line tool being
25 configured to modify the milestone configurations in the database cache in the runtime.
SUMMARY
[0014] This section is provided to introduce certain aspects of the present disclosure in a
30 simplified form that are further described below in the detailed description. This summary is
not intended to identify the key features or the scope of the claimed subject matter.
[0015] An aspect of the present disclosure may relate to a method for optimizing tracking an
order journey. The method comprises receiving, by a transceiver unit, an order request
35 comprising a plurality of input parameters. Further, the method comprises identifying, by an
4

identification unit, an order type associated with the order request based on the plurality of
input parameters. Further, the method comprises determining, by a determination unit, one or
more order scenarios based on the order type. Further, the method comprises determining, by
the determination unit, a set of order milestones associated with the one or more order
5 scenarios. Further, the method comprises determining, by the determination unit, a set of sub-
milestones associated with each order milestone of the set of order milestones. Further, the method comprises fetching, by a fetching unit from a database, one or more milestone configurations based on the set of order milestones, the set of sub-milestones and one or more policies available in the database, as each order milestone from the set of order milestones has
10 a separate implementation class that is processed for each order milestone respectively. Further,
the method comprises mapping, by a mapping unit, at least one milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters. Further, the method comprises generating, by a generation unit, a target milestone configuration based on mapping the at least one milestone configuration and
15 the one or more order scenarios. Thereafter, the method comprises optimizing, by an
optimization unit, the tracking of the order journey associated with the order request based on the target milestone configuration.
[0016] In an exemplary aspect of the present disclosure, each of the plurality of input
20 parameters is at least one of a customer category parameter, a billing type parameter, a know
your customer (KYC) type parameter, a customer type parameter, a product of interest type parameter, a mobile number portability (MNP) flag parameter, and a scenario identity (ID) parameter.
25 [0017] In an exemplary aspect of the present disclosure, at least one of the one or more
milestone configurations are associated with one or more order milestone from the set of order milestones.
[0018] In an exemplary aspect of the present disclosure, the method comprises determining,
30 by the determination unit, an order validation status associated with the order request based on
a predefined set of order validation rules, wherein the order validation status is one of a valid order and an invalid order.
5

[0019] In an exemplary aspect of the present disclosure, the method comprises forwarding manually, via a control unit, one or more order milestones in case the one or more order milestones arrives at one of a pending stage, a deadlock stage and a failure stage.
5 [0020] In an exemplary aspect of the present disclosure, the set of sub-milestones comprises
one or more sub-milestones in a sequence, wherein said sequence is a configurable sequence.
[0021] Another aspect of the present disclosure may relate to a system for optimizing tracking of an order journey, the system comprising a transceiver unit configured to receive an order
10 request, wherein the order request comprises a plurality of input parameters. Further, the
system comprises an identification unit connected at least with the transceiver unit, the identification unit is configured to identify an order type associated with the order request based on the plurality of input parameters. Further, the system comprises a determination unit connected at least with the identification unit, the determination unit is configured to: determine
15 one or more order scenarios based on the order type; determine a set of order milestones
associated with the one or more order scenarios; and determine a set of sub-milestones associated with each order milestone of the set of order milestones. Further, the system comprises a fetching unit connected at least with the determination unit, the fetching unit is configured to fetch from a database, one or more milestone configurations based on the set of
20 order milestones, the set of sub-milestones and one or more policies available in the database,
as each order milestone from the set of order milestones has a separate implementation class that is processed for each order milestone respectively. Further, the system comprises a mapping unit connected at least with the fetching unit, the mapping unit is configured to map at least one milestone configuration from the one or more milestone configurations and the one
25 or more order scenarios based on the plurality of input parameters. Further, the system
comprises a generation unit connected at least with the mapping unit, the generation unit is configured to generate a target milestone configuration based on mapping the at least one milestone configuration and the one or more order scenarios. Thereafter, the system comprises an optimization unit connected at least with the generation unit, the optimization unit is
30 configured to optimize the order journey associated with the order request based on the target
milestone configuration.
6

[0022] Yet another aspect of the present disclosure may relate to a user equipment (UE),
comprising, a transceiver unit configured to: 1) transmit to a system, a request for optimization
of an order journey associated with an order request; and 2) receive from the system, a response
to the request, wherein the response comprises an indication of the optimization of the order
5 journey associated with the order request, and the response is generated at the system based on
receiving, by a transceiver unit, the order request comprising a plurality of input parameters.
The system further comprises identifying, by an identification unit, an order type associated
with the order request based on the plurality of input parameters. The system further comprises
determining, by a determination unit, one or more order scenarios based on the order type. The
10 system further comprises determining, by the determination unit, a set of order milestones
associated with the one or more order scenarios. The system further comprises determining, by
the determination unit, a set of sub-milestones associated with each order milestone of the set
of order milestones. The system further comprises fetching, by a fetching unit from a database,
one or more milestone configurations based on the set of order milestones, the set of sub-
15 milestones and one or more policies available in the database, as each order milestone from the
set of order milestones has a separate implementation class that is processed for each order
milestone respectively. The system further comprises mapping, by a mapping unit, at least one
milestone configuration from the one or more milestone configurations and the one or more
order scenarios based on the plurality of input parameters. The system further comprises
20 generating, by a generation unit, a target milestone configuration based on mapping the at least
one milestone configuration and the one or more order scenarios. The system further comprises
optimizing, by an optimization unit, the tracking of the order journey associated with the order
request based on the target milestone configuration.
25 DESCRIPTION OF THE DRAWINGS
[0023] The accompanying drawings, which are incorporated herein, and constitute a part of
this disclosure, illustrate exemplary embodiments of the disclosed methods and systems in
which like reference numerals refer to the same parts throughout the different drawings.
30 Components in the drawings are not necessarily to scale, emphasis instead being placed upon
clearly illustrating the principles of the present disclosure. Also, the embodiments shown in the figures are not to be construed as limiting the disclosure, but the possible variants of the method and system according to the disclosure are illustrated herein to highlight the advantages of the disclosure. It will be appreciated by those skilled in the art that disclosure of such drawings
7

includes disclosure of electrical components or circuitry commonly used to implement such components.
[0024] FIG. 1 illustrates an exemplary block diagram of a computing device upon which the
5 features of the present disclosure may be implemented in accordance with exemplary
implementation of the present disclosure.
[0025] FIG. 2 illustrates an exemplary block diagram of a system for optimizing tracking of an order journey, in accordance with exemplary implementations of the present disclosure. 10
[0026] FIG.3 illustrates an exemplary method flow diagram indicating the process for optimizing tracking of an order journey, in accordance with exemplary implementations of the present disclosure.
15 [0027] FIG.4 illustrates an exemplary sample template for populating milestone configurations
from backend, in accordance with exemplary implementations of the present disclosure.
[0028] FIG.5 illustrates an exemplary method flow diagram indicating the process for
maintaining milestone configurations for each order, in accordance with exemplary
20 implementations of the present disclosure.
[0029] FIG.6 illustrates an exemplary implementation environment for maintaining milestone configurations for each order, in accordance with exemplary implementations of the present disclosure.
[0030] FIG.7 illustrates an exemplary flowchart depicting a process for carrying an order as per configured milestones, in accordance with exemplary implementations of the present disclosure.
[0031] FIG.8 illustrates an exemplary sample user interface (UI) screenshot for configuring a milestone by an admin, in accordance with exemplary implementations of the present disclosure.
[0032] The foregoing shall be more apparent from the following more detailed description of
35 the disclosure.
8

DETAILED DESCRIPTION
[0033] In the following description, for the purposes of explanation, various specific details
5 are set forth in order to provide a thorough understanding of embodiments of the present
disclosure. It will be apparent, however, that embodiments of the present disclosure may be
practiced without these specific details. Several features described hereafter may each be used
independently of one another or with any combination of other features. An individual feature
may not address any of the problems discussed above or might address only some of the
10 problems discussed above.
[0034] The ensuing description provides exemplary embodiments only, and is not intended to
limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description
of the exemplary embodiments will provide those skilled in the art with an enabling description
15 for implementing an exemplary embodiment. It should be understood that various changes may
be made in the function and arrangement of elements without departing from the spirit and scope of the disclosure as set forth.
[0035] Further, in accordance with the present disclosure, it is to be acknowledged that the
20 functionality described for the various components/units can be implemented interchangeably.
While specific embodiments may disclose a particular functionality of these units for clarity, it
is recognized that various configurations and combinations thereof are within the scope of the
disclosure. The functionality of specific units as disclosed in the disclosure should not be
construed as limiting the scope of the present disclosure. Consequently, alternative
25 arrangements and substitutions of units, provided they achieve the intended functionality
described herein, are considered to be encompassed within the scope of the present disclosure.
[0036] Specific details are given in the following description to provide a thorough
understanding of the embodiments. However, it will be understood by one of ordinary skill in
30 the art that the embodiments may be practiced without these specific details. For example,
circuits, systems, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail.
9

[0037] Also, it is noted that individual embodiments may be described as a process which is
depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block
diagram. Although a flowchart may describe the operations as a sequential process, many of
the operations may be performed in parallel or concurrently. In addition, the order of the
5 operations may be re-arranged. A process is terminated when its operations are completed but
could have additional steps not included in a figure.
[0038] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed
10 herein is not limited by such examples. In addition, any aspect or design described herein as
“exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the
15 detailed description or the claims, such terms are intended to be inclusive in a manner similar
to the term “comprising” as an open transition word without precluding any additional or other elements.
[0039] As used herein, a “processing unit” or “processor” or “operating processor” includes
20 one or more processors, wherein processor refers to any logic circuitry for processing
instructions. A processor may be a general-purpose processor, a special purpose processor, a
conventional processor, a digital signal processor, a plurality of microprocessors, one or more
microprocessors in association with a (Digital Signal Processing) DSP core, a controller, a
microcontroller, Application Specific Integrated Circuits, Field Programmable Gate Array
25 circuits, any other type of integrated circuits, etc. The processor may perform signal coding
data processing, input/output processing, and/or any other functionality that enables the working of the system according to the present disclosure. More specifically, the processor or processing unit is a hardware processor.
30 [0040] As used herein, “a user equipment”, “a user device”, “a smart-user-device”, “a smart-
device”, “an electronic device”, “a mobile device”, “a handheld device”, “a wireless communication device”, “a mobile communication device”, “a communication device” may be any electrical, electronic and/or computing device or equipment, capable of implementing one or more features of the present disclosure. The user equipment/device may include, but is
10

not limited to, a mobile phone, smart phone, laptop, a general-purpose computer, desktop,
personal digital assistant, tablet computer, wearable device or any other computing device
which is capable of implementing one or more features of the present disclosure. Also, the user
device may contain at least one input means configured to receive an input from unit(s) which
5 are required to implement one or more features of the present disclosure.
[0041] As used herein, “storage unit” or “memory unit” refers to a machine or computer-
readable medium including any mechanism for storing information in a form readable by a
computer or similar machine. For example, a computer-readable medium includes read-only
10 memory (“ROM”), random access memory (“RAM”), magnetic disk storage media, optical
storage media, flash memory devices or other types of machine-accessible storage media. The storage unit stores at least the data that may be required by one or more units of the system to perform their respective functions.
[0042] As used herein “interface” or “user” interface refers to a shared boundary across which two or more separate components of a system exchange information or data. The interface may also be referred to a set of rules or protocols that define communication or interaction of one or more modules or one or more units with each other, which also includes the methods, functions, or procedures that may be called.
[0043] All modules, units, components used herein, unless explicitly excluded herein, may be software modules or hardware processors, the processors being a general-purpose processor, a special purpose processor, a conventional processor, a digital signal processor (DSP), a plurality of microprocessors, one or more microprocessors in association with a DSP core, a controller, a microcontroller, Application Specific Integrated Circuits (ASIC), Field Programmable Gate Array circuits (FPGA), any other type of integrated circuits, etc.
[0044] As used herein the transceiver unit includes at least one receiver and at least one
transmitter configured respectively for receiving and transmitting data, signals, information or
30 a combination thereof between units/components within the system and/or connected with the
system.
[0045] Customer relationship management (CRM) server refers to a data-driven server that manages tracking and storing of information related to customers and orders.
11

[0046] Service provider refers to an entity that provides one or more services to one or more
customers or one or more users who avail said one or more services. For example,
telecommunication companies that manage telecommunication systems and offer a variety of
5 Wireless Access Network (WAN) and internet services, as well as metropolitan area networks
(MAN) and international services may be referred as the service providers.
[0047] Backend server refers to working on server-side software and database, which focuses
on everything which cannot be seen on a website. A back-end server comprises a hardware and
10 operating system on the back end that hosts all the necessary applications to run on the web
application.
[0048] Template refers to a set of milestones or a blueprint of order journey which is based on
various attributes related to the order such as Know Your Customer (KYC) Type, Product
15 Identifier, Customer Category, Customer Type, Billing Type and Scenario Identifier etc.
[0049] CRUD operation refers to create, read, update, and delete operation(s) on the CRM server through a user interface (UI).
20 [0050] As used herein, an “order” refers to an entity created in the CRM system/database which
helps in tracking the progress of an operation through milestones. An operation might be anything from new customer onboarding, modifications in a customer profile, or suspending customer services to terminating customers. Various input parameters and their combinations are used while requesting an order from a sales channel. For example, and by no way limiting
25 the scope of the present disclosure, the description of input parameters for requesting an order,
such as for obtaining a sim card in India, include but are not limited to:
a) Customer Category, which means whether the customer is an individual, outstation or
foreign customer. For example, for an individual customer, the input parameters may
30 include whether the permanent address circle and the circle where a customer is buying
services are same or not. Similarly, for an outstation customer, the input parameter may include whether a resident of one state visits another state and purchases a connection there. Likewise, for a foreigner customer, the input parameter may include a foreign
12

customer purchasing a connection in a country without having any address proof in such country.
b) Billing type, which means whether the connection is post-paid, prepaid or hybrid.
5
c) KYC type, which means whether the KYC is electronic KYC, digital KYC, or self
KYC. This shows how a customer’s KYC process is done. As an example, the KYC process can be an electronic KYC, or EKYC, in which based on the fingerprint that the customer provides, calls to an authorized server and 72-digit number is generated which is
10 stored in CRM. In another example, the KYC can be a digital KYC, or KYC, in which
documents such as different identity documents (for e.g., Voter ID, driving license, etc.) are digitally scanned and verified as proof of identity (POI) and Proof of Address (POA). In yet another example, the KYC process can be paper KYC, in which if the customer does not have digital documents, paper documents are presented, and order is submitted. In this
15 case, post approval, agent tallies the details entered with photocopy of documents.
d) Customer Type, which means whether the customer is a retail customer, enterprise or a
corporate. In a retail customer type, a single party customer provides the proof of address
(POA) and proof of identity (POI) and is responsible for payment for retail products such
20 as fiber, sim card etc. In the case of an enterprise, organisational customer purchase
enterprise products such as Internet lease line, Virtual Private Network (VPN) services etc. In such customer type, a level of hierarchy exists within an organisation, such as Headquarter, billing location, authorised signatory etc. For corporate customers, retail-like products may be bought in bulk by the employer such as bulk purchasing of SIM cards for
25 employees.
e) Product of Interest, which refers to the details of the product that is being availed by
the customer.
30 f) Mobile Number Portability (MNP) Flag, which means identifying whether the order is
an MNP order or a regular order, i.e., whether the customer is being ported from one operator to another.
g) Scenario ID, which refers to the identity related to a particular scenario or situation
35 associated with an order. For example, identity related to a new customer onboarding,
13

suspend services, resume services, an outgoing call bar, an outgoing call unbar, terminate, update or address, etc.
[0051] As discussed in the background section, the current known solutions for determining
5 and modifying the milestones for each order have several shortcomings such as mandatory
downtime requirement for performing any change in a milestone, thereby leading to a loss of at least few business days.
[0052] The present disclosure aims to overcome the above-mentioned and other existing problems in this field of technology by performing improvisation in optimization of an order journey associated with an order request based on the target milestone configuration. The milestone changes implemented according to the present disclosure are so dynamic that it does not even need a restart of the system to ramp up to new business expectations since the configuration changes in the present disclosure are supposed to be through a command line tool which modifies the milestones configuration in the customer relationship management (CRM) cache in the runtime.
[0053] Hereinafter, exemplary embodiments of the present disclosure will be described with reference to the accompanying drawings.
20
[0054] FIG. 1 illustrates an exemplary block diagram of a computing device [100] upon which the features of the present disclosure may be implemented in accordance with exemplary implementation of the present disclosure. In an implementation, the computing device [100] may be in communication with a communication network (such as a 5th-generation network)
25 and may also implement a method for optimizing tracking of an order journey in a system
[200]. In another implementation, the computing device [100] in communication with the communication network, itself implements the method for optimizing tracking of an order journey within the computing device [100], wherein a person skilled in the art would appreciate that said one or more units are capable of implementing the features as disclosed in the present
30 disclosure.
[0055] The computing device [100] may include a bus [102] or other communication mechanism for communicating information, and a hardware processor [104] coupled with bus [102] for processing information. The hardware processor [104] may be, for example, a
14

general-purpose microprocessor. The computing device [100] may also include a main memory
[106], such as a random-access memory (RAM), or other dynamic storage device, coupled to
the bus [102] for storing information and instructions to be executed by the processor [104].
The main memory [106] also may be used for storing temporary variables or other intermediate
5 information during execution of the instructions to be executed by the processor [104]. Such
instructions, when stored in non-transitory storage media accessible to the processor [104],
render the computing device [100] into a special-purpose machine that is customized to
perform the operations specified in the instructions. The computing device [100] further
includes a read only memory (ROM) [108] or other static storage device coupled to the bus
10 [102] for storing static information and instructions for the processor [104].
[0056] A storage device [110], such as a magnetic disk, optical disk, or solid-state drive is provided and coupled to the bus [102] for storing information and instructions. The computing device [100] may be coupled via the bus [102] to a display [112], such as a cathode ray tube
15 (CRT), Liquid crystal Display (LCD), Light Emitting Diode (LED) display, Organic LED
(OLED) display, etc. for displaying information to a computer user. An input device [114], including alphanumeric and other keys, touch screen input means, etc. may be coupled to the bus [102] for communicating information and command selections to the processor [104]. Another type of user input device may be a cursor controller [116], such as a mouse, a trackball,
20 or cursor direction keys, for communicating direction information and command selections to
the processor [104], and for controlling cursor movement on the display [112]. This input device typically has two degrees of freedom in two axes, a first axis (e.g., x) and a second axis (e.g., y), that allow the device to specify positions in a plane.
25 [0057] The computing device [100] may implement the techniques described herein using
customized hard-wired logic, one or more ASICs or FPGAs, firmware and/or program logic which in combination with the computing device [100] causes or programs the computing device [100] to be a special-purpose machine. According to one implementation, the techniques herein are performed by the computing device [100] in response to the processor [104]
30 executing one or more sequences of one or more instructions contained in the main memory
[106]. Such instructions may be read into the main memory [106] from another storage medium, such as the storage device [110]. Execution of the sequences of instructions contained in the main memory [106] causes the processor [104] to perform the process steps described
15

herein. In alternative implementations of the present disclosure, hard-wired circuitry may be used in place of or in combination with software instructions.
[0058] The computing device [100] also may include a communication interface [118] coupled
5 to the bus [102]. The communication interface [118] provides a two-way data communication
coupling to a network link [120] that is connected to a local network [122]. For example, the
communication interface [118] may be an integrated services digital network (ISDN) card,
cable modem, satellite modem, or a modem to provide a data communication connection to a
corresponding type of telephone line. As another example, the communication interface [118]
10 may be a local area network (LAN) card to provide a data communication connection to a
compatible LAN. Wireless links may also be implemented. In any such implementation, the communication interface [118] sends and receives electrical, electromagnetic or optical signals that carry digital data streams representing various types of information.
[0059] The computing device [100] can send messages and receive data, including program code, through the network(s), the network link [120] and the communication interface [118]. In the Internet example, a server [130] might transmit a requested code for an application program through the Internet [128], the ISP [126], the local network [122], the host [124] and the communication interface [118]. The received code may be executed by the processor [104] as it is received, and/or stored in the storage device [110], or other non-volatile storage for later execution.
[0060] Referring to FIG.2 that illustrates an exemplary block diagram of a system [200] for optimizing tracking of an order journey, in accordance with exemplary implementations of the
25 present disclosure. The system [200] comprises at least one transceiver unit [202], at least one
identification unit [204], at least one determination unit [206], at least one fetching unit [208], at least one mapping unit [210], at least one generation unit [212], at least one optimization unit [214], and at least one control unit [216]. Also, all of the components/ units of the system [200] are assumed to be connected to each other unless otherwise indicated below. Also, in
30 FIG. 2 only a few units are shown, however, the system [200] may comprise multiple such
units or the system [200] may comprise any such numbers of said units, as required to implement the features of the present disclosure. Further, in an implementation, the system [200] may reside in a server or a network entity. Also, in another limitation the system [200] may be in communication with a user equipment.
16

[0061] In an implementation, the system [200] is configured for optimizing the tracking of the order journey, with the help of the interconnection between the components/units of the system [200]. 5
[0062] At first, the transceiver unit [202] receives an order request, wherein the order request
comprises a plurality of input parameters. Each of the plurality of input parameters is at least
one of a customer category parameter, a billing type parameter, a Know Your Customer (KYC)
type parameter, a customer type parameter, a product of interest type parameter, a mobile
10 number portability (MNP) flag parameter, and a scenario ID parameter.
[0063] The customer category parameter refers to a parameter that categorizes the customer based on predefined categories such as an individual consumer, outstation or a foreign customer, etc. The customer category parameter helps in identifying the type of customer placing the order. It is to be noted that individual customer is decided based on permanent address circle and the circle where the customer is buying services are same (e.g., a person residing in Delhi purchases connection in Delhi only). Similarly, Outstation customer: for e.g. Delhi resident visits some other state and purchase connections there. Foreigner: Foreigner customer having no address proof inside a country and purchases connection there.
[0064] The billing type parameter specifies the type of billing method or plan applicable to the customer, such as prepaid or post-paid, hybrid in the case of telecom services, or different billing tiers based on usage or subscription level.
25 [0065] The KYC type parameter indicates the level or type of identification and verification
process required for the customer. The KYC type parameter may include levels like basic KYC, full KYC, electronic KYC (E-KYC), and digital KYC depending on regulatory requirements and risk assessment. The electronic KYC is based on a fingerprint of the customer, and in electronic KYC call to an authorized server is made and 72-digit number is generated which is
30 stored in a Customer Relationship Management (CRM). In digital KYC, documents are
digitally scanned and verified such as Voter Identity (ID), driving license etc. as Proof of Identity (POI) and Proof of Address (POA). If the customer does not have digital documents, paper documents are presented, and the order is submitted. Post approval, an agent tallies the details entered with a photocopy of the documents.
35
17

[0066] The customer type parameter includes a type of customer such as (E.g., retail,
enterprise, and corporate). Retail: a single party customer providing his Proof of Identity
(POA)/Proof of Right (POI) details and responsible for payment for retail products such as
Fiber, and sim card etc. Enterprise: organisational customers purchasing enterprise products
5 such as Internet lease line, Virtual Private Network (VPN) services etc. Within an organisation,
a level of hierarchy exists such as a headquarter, a billing location, an authorised signatory, etc.
[0067] The product of interest type parameter specifies the particular product or service
category that the customer is interested in ordering or the product which is being availed by the
10 customer.
[0068] The mobile number portability (MNP) flag parameter indicates true or false i.e., identifying whether an order is an MNP order or regular order i.e., whether the customer is being ported from one operator to another operator.
[0069] The scenario ID parameter refers to a unique identifier or code assigned to describe a specific scenario or context related to the order request. The scenario may include a new customer onboarding, suspend services, resume services, outgoing call bar, and update address etc.
[0070] The identification unit [204] is connected at least with the transceiver unit [202]. The identification unit [204] is configured to identify an order type associated with the order request based on the plurality of input parameters. The order type may include but is not limited to a new order, modify order, inflight cancellation order or terminate order. The identification unit [204] may evaluate the input parameters against predefined criteria or rules and classify the order request into one of the available order types based on the best match or closest fit. This way the identification unit [204] determines the type of the order being requested.
[0071] Further, the determination unit [206] is connected at least with the identification unit
30 [204]. The determination unit [206] is configured to determine one or more order scenarios
based on the order type. Further, the determination unit [206] determines a set of order milestones associated with the one or more order scenarios. Further, the determination unit [206] determines a set of sub-milestones associated with each order milestone of the set of order milestones. The at least one of the one or more milestone configurations is associated
18

with one or more order milestone from the set of order milestones. The determination unit [206]
analyzes the type of order and identifies one or more possible scenarios related to that order
type. The determination unit [206] can predict or decide potential outcomes or paths based on
the type of order received. After determining the scenarios, the determination unit [206]
5 identifies a series of significant events or stages within each scenario. These are referred to as
order milestones. Each scenario likely has its own set of milestones that indicates progress or key points in fulfilling the order. For each major milestone identified, there are additional smaller stages or tasks that need to be completed. These are called sub-milestones. The set of sub-milestones refers to a collection or group of such sub-milestones. The determination unit
10 [206] identifies and establishes smaller tasks or stages or checkpoints (i.e. sub-milestones) that
contribute to achieving each major milestone within the set of order milestones. Such sub-milestones contribute to achieving the larger order milestones and play a crucial role in the overall process. The one or more order scenarios may include a new order, suspend or resume order, a safe custody order, a termination order, registration of auto pay mandate or
15 deregistration, etc.
[0072] It is to be noted that each milestone configuration (which includes details or parameters
about how to achieve the milestone) is linked to one or more of the identified order milestones.
It implies that milestone configurations are tailored or applied to specific milestones to guide
20 their achievement.
[0073] Order milestones are significant events or stages that mark key points in the journey of
processing an order. The set of order milestones refers to a list or collection of significant
checkpoints or stages that mark key progress points within a specific order scenario or process.
25 These milestones are typically established to track and manage the completion of tasks or
objectives associated with fulfilling an order.
[0074] The determination unit [206] is further configured to determine an order validation
status associated with the order request based on a predefined set of order validation rules,
30 wherein the order validation status is one of a valid order and an invalid order. The
determination unit [206] evaluates the order request against the order validation rules to determine its validation status. If the order request meets all specified validation rules, the order is considered as a valid order. The valid order is considered complete, accurate, and compliant with all relevant requirements. If the order request fails to meet one or more of the validation
19

rules, then it is considered as an invalid order. An invalid order may require corrective action,
such as requesting additional information from the customer or notifying them of the issue.
The set of order validation rules may include but are not limited to, checking if an order already
exists with an order reference number field in the request, checking if the plan or product
5 identity (ID) mentioned in the order is legitimate, checking existence of a circle ID in the order,
and custom checking which depends on the product or other parameters such as billing type.
[0075] The fetching unit [208] is connected at least with the determination unit [206]. The fetching unit [208] is configured to fetch from a database, one or more milestone configurations
10 based on the set of order milestones, the set of sub-milestones and one or more policies
available in the database, as each order milestone from the set of order milestones has a separate implementation class that is processed for each order milestone respectively. The one or more milestone configurations referred as predefined sets of parameters stored in a database, specifying how order milestones, sub-milestones, and associated policies are implemented and
15 managed throughout the order processing journey. The fetching unit [208] retrieves milestone
configurations from the database based on the previously identified order milestones, their
associated sub-milestones, and applicable policies. Each order milestone is associated with its
own implementation class, which handles the specific processing tasks required to advance
through or achieve that milestone.
20
[0076] The primary function of the fetching unit [208] is to retrieve data from the database.
The implementation class typically refers to a programming construct that defines how a
specific milestone or functionality is executed or processed within the system. There are
distinct classes dedicated to handling the processing tasks associated with each order milestone.
25 These classes are designed to execute the specific logic and actions necessary to achieve or
progress through each milestone. Further, each milestone has a different implementation class
that is called separately. Milestone implementation class can technically perform all sorts of
operations, such as triggering outbound Application Programming Interface (API) calls,
generating customer notifications etc.
30
[0077] It is to be noted that the one or more policies are predefined in the database. The one or
more policies may include operational policies, compliance policies, security policies,
customer service policies, financial policies, etc. The set of sub-milestones comprises one or
more sub-milestones in a sequence, wherein said sequence is a configurable sequence. In an
20

exemplary implementation, the system [200] is configured to create a configurable template by
using an order journey and applying the configurable template of the applicable milestone
configurations to the order. The configurable aspect means that the system [200] allows
administrators or users to define the specific sequence in which these sub-milestones should
5 occur. This can be done through administrative interfaces or configuration settings within the
system [200]. For example, at first, an admin user creates an order journey via a user interface
(UI) and further, creates the configurable template and uses such configurable template to
create the milestone configurations for the order journey. This way, the configurable template
gets applied over the order and the order journey continues as per configuration set by the
10 configurable template. Hence said sequence is configurable. It is to be noted that the order
journey is associated with the order request and hence the order journey is related to a particular order. The order journey encompasses all the stages and steps that an order goes through, starting from the initial request or placement to the fulfilment of the order.
15 [0078] At least one of the one or more milestone configurations are associated with one or
more order milestones from the set of order milestones.
[0079] The mapping unit [210] is connected at least with the fetching unit [208]. The mapping unit [210] is configured to map at least one milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters. The mapping unit [210] plays a crucial role in coordinating and aligning milestone configurations with order scenarios. The mapping unit [210] receives data from the fetching unit [208] and utilizes a variety of input parameters to determine how milestone configurations should be mapped and applied. This ensures that the system can effectively manage and adapt to different order scenarios by appropriately configuring milestones based on the specific conditions and requirements identified within the system.
[0080] The generation unit [212] is connected at least with the mapping unit [210], the generation unit [212] generates a target milestone configuration based on mapping the at least
30 one milestone configuration and the one or more order scenarios. The mapping unit [210]
determines how milestone configurations should be aligned with different order scenarios, while the generation unit [212] synthesizes this information into a final target milestone configuration. This process enables the system to dynamically adjust and optimize its operations based on the specific needs and circumstances of different order scenarios it
35 encounters.
21

[0081] The optimization unit [214] is connected at least with the generation unit [212], the
optimization unit [214] is configured to optimize the order journey associated with the order
request based on the target milestone configuration. The optimization unit [214] receives the
5 target milestone configuration as input and analyses the configuration to identify potential areas
for improvement or efficiency gains. The optimization unit [214] then uses this configuration
to fine-tune and optimize how orders (i.e., order requests) are managed and fulfilled within the
system. The target milestone configuration refers to a predefined set of significant events or
checkpoints within the journey of an order or project.
10
[0082] The system further comprises of a control unit [216] that is configured to forward
manually, one or more order milestones in case the one or more order milestones arrives at one
of a pending stage, a deadlock stage and a failure stage. Pending stage refers to a state where
an order or process is awaiting further action or approval. In the context of order milestones,
15 the deadlock stage may refer to a state where the progress has halted due to conflicting
requirements or resource constraints. The failure stage indicates that one or more aspects of the order milestones have encountered an issue or failure, potentially impacting the overall project or workflow. The order milestones are significant points or stages in the journey of an order. For example, milestones could include stages like order received, processing started, shipped,
20 out for delivery, and so on. The manual forwarding of the one or more order milestones is
crucial for optimizing the tracking of the order journey. By intervening at critical points (pending, deadlock, or failure), the system ensures that issues causing delays or blockages can be addressed promptly, the order process can be expedited by manually pushing it forward when automated processes encounter obstacles, and customer expectations for timely delivery
25 or completion of the order are met or exceeded.
[0083] Referring to FIG.3, an exemplary flow diagram of a method [300] for optimizing
tracking of an order journey, in accordance with exemplary implementations of the present
disclosure is shown. In an implementation the method [300] is performed by the system [200].
30 Further, in an implementation, the system [200] may be present in a server device to implement
the features of the present disclosure. Also, as shown in FIG. 3, the method [300] starts at step [302].
22

[0084] At step [304], the method comprises receiving, by a transceiver unit [202], an order
request comprising a plurality of input parameters. Each of the plurality of input parameters is
at least one of a customer category parameter, a billing type parameter, a KYC type parameter,
a customer type parameter, a product of interest type parameter, a mobile number portability
5 (MNP) flag parameter, and a scenario identity (ID) parameter.
[0085] The customer category parameter refers to a parameter that categorizes the customer
based on predefined categories such as an individual consumer, outstation or a foreign
customer, etc. The customer category parameter helps in identifying the type of customer
10 placing the order. It is to be noted that individual customer is decided based on permanent
address circle and the circle where the customer is buying services are same (e.g., a person
residing in Delhi purchases connection in Delhi only). Similarly, Outstation customer: for e.g.
Delhi resident visits some other state and purchases connections there. Foreigner: Foreigner
customer having no address proof inside a country and purchases connection there.
15
[0086] The billing type parameter specifies the type of billing method or plan applicable to the
customer, such as prepaid or post-paid, hybrid in the case of telecom services, or different
billing tiers based on usage or subscription level.
20 [0087] The KYC type parameter indicates the level or type of identification and verification
process required for the customer. The KYC type parameter may include levels like basic KYC, full KYC, electronic KYC (E-KYC), and digital KYC depending on regulatory requirements and risk assessment. The electronic KYC is based on a fingerprint of the customer, call to an authorized server and 72-digit number is generated which is stored in Customer Relationship
25 Management (CRM). In digital KYC, documents are digitally scanned and verified such as
Voter Identity (ID), driving license etc. as proof of identity (POI) and Proof of Address (POA). If the customer does not have digital documents, paper documents are presented, and the order is submitted. Post approval, an agent tallies the details entered with a photocopy of the documents. The customer type parameter includes a type of customer such as (E.g., retail,
30 enterprise, and corporate). Retail: a single party customer providing his POA/POI details and
responsible for payment for retail products such as Fiber, and sim card etc. Enterprise: organisational customers purchasing enterprise products such as Internet lease line, Virtual Private Network (VPN) services etc. Within an organisation, a level of hierarchy exists such as a headquarter, a billing location, an authorised signatory, etc. If any retail product is bought
35 in bulk by an employer such as bulk purchasing of SIM cards for employees.
23

[0088] At step [306], the method comprises identifying, by an identification unit [204], an
order type associated with the order request based on the plurality of input parameters. The
order type may include but is not limited to a type of order indicating at least one of a new
5 order, modify order, inflight cancellation order or terminate order.
[0089] At step [308], the method comprises determining, by a determination unit [206], one or
more order scenarios based on the order type. The one or more order scenarios may include a
new order, suspend or resume order, a safe custody order, a termination order, registration of
10 auto pay mandate or deregistration, etc.
[0090] At step [310], the method comprises determining, by the determination unit [206], a set
of order milestones associated with the one or more order scenarios. The at least one of the one
15 or more milestone configurations is associated with one or more order milestone from the set
of order milestones.
[0091] The set of order milestones refers to a list or collection of significant checkpoints or
stages that mark key progress points within a specific order scenario or process. These
20 milestones are typically established to track and manage the completion of tasks or objectives
associated with fulfilling an order.
[0092] It is to be noted that each milestone configuration (which likely includes details or
parameters about how to achieve the milestone) is linked to one or more of the identified order
25 milestones. It implies that milestone configurations are tailored or applied to specific
milestones to guide their achievement.
[0093] At step [312], the method comprises determining, by the determination unit [206], a set of sub-milestones associated with each order milestone of the set of order milestones. The set
30 of sub-milestones comprises one or more sub-milestones in a sequence, wherein said sequence
is a configurable sequence. For each major milestone identified, there are additional smaller stages or tasks that need to be completed. These are called sub-milestones. Such sub-milestones contribute to achieving the larger order milestones and play a crucial role in the overall process. The one or more order scenarios may include a new order, suspend or resume order, a safe
35 custody order, a termination order, registration of auto pay mandate or deregistration, etc.
24

[0094] The method further comprises determining by the determination unit [206], an order
validation status associated with the order request based on a predefined set of order validation
rules, wherein the order validation status is one of a valid order and an invalid order.
5
[0095] At step [314], the method comprises fetching, by a fetching unit [208] from a database,
one or more milestone configurations based on the set of order milestones, the set of sub-
milestones and one or more policies available in the database, as each order milestone from the
set of order milestones has a separate implementation class that is processed for each order
10 milestone respectively. The fetching unit [208] retrieves milestone configurations from the
database based on the previously identified order milestones, their associated sub-milestones, and applicable policies. Each order milestone is associated with its own implementation class, which handles the specific processing tasks required to advance through or achieve that milestone. The primary function of the fetching unit [208] is to retrieve data from the database.
15
[0096] The implementation class typically refers to a programming construct that defines how
a specific milestone or functionality is executed or processed within the system. There are
distinct classes dedicated to handling the processing tasks associated with each order milestone.
These classes are designed to execute the specific logic and actions necessary to achieve or
20 progress through each milestone. Further, each milestone has a different implementation class
that is called separately. Milestone implementation class can technically perform all sorts of
operations, such as triggering outbound Application Programming Interface (API) calls,
generating customer notifications etc.
25 [0097] It is to be noted that the one or more policies are predefined in the database. The one or
more policies may include operational policies, compliance policies, security policies, customer service policies, financial policies, etc. The set of sub-milestones comprises one or more sub-milestones in a sequence, wherein said sequence is a configurable sequence.
30 [0098] At step [316], the method comprises mapping, by a mapping unit [210], at least one
milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters. The mapping unit [210] plays a crucial role in coordinating and aligning milestone configurations with order scenarios. The mapping unit [210] receives data from the fetching unit [208] and utilizes a variety of input
35 parameters to determine how milestone configurations should be mapped and applied. This
25

ensures that the method can effectively manage and adapt to different order scenarios by appropriately configuring milestones based on the specific conditions and requirements identified within the system.
5 [0099] At step [318], the method comprises generating, by a generation unit [212], a target
milestone configuration based on mapping the at least one milestone configuration and the one
or more order scenarios. The mapping unit [210] determines how milestone configurations
should be aligned with different order scenarios, while the generation unit [212] synthesizes
this information into a final target milestone configuration. This process enables the method to
10 dynamically adjust and optimize its operations based on the specific needs and circumstances
of different order scenarios it encounters.
[0100] At step [320], the method comprises optimizing, by an optimization unit [214], the
tracking of the order journey associated with the order request based on the target milestone
15 configuration. The optimization unit [214] receives the target milestone configuration as input
and analyses the configuration to identify potential areas for improvement or efficiency gains. The optimization unit [214] then uses this configuration to fine-tune and optimize how orders are managed and fulfilled within the system.
20 [0101] The method further comprises forwarding manually, via a control unit [216], one or
more order milestones in case the one or more order milestones arrives at one of a pending stage, a deadlock stage and a failure stage. Pending stage refers to a state where an order or process is awaiting further action or approval. In the context of order milestones, the deadlock stage may refer that progress has halted due to conflicting requirements or resource constraints.
25 The failure stage indicates that one or more aspects of the order milestones have encountered
an issue or failure, potentially impacting the overall project or workflow.
[0102] Thereafter the method terminates at step [322].
30 [0103] Referring to FIG. 4, an exemplary sample template [400] for populating milestone
configurations from backend, in accordance with exemplary implementations of the present invention is shown. As shown in FIG.4, as an example, headers mentioned in columns A to G, comprises ‘Scenario Description’, ‘KYC Type’, ‘Scenario Code’, ‘Product Code’, ‘Customer Type’, ‘Customer Category’ and ‘MNP Flag’ mentioning a plurality of input parameters,
26

whereas the headers in columns H and I, (e.g., ‘Milestone, Next Milestone’) and (‘Milestone,
Next Milestone’) explains the milestones. For e.g., in column H, Milestone_001 %
Milestone_005 denotes that first milestone is Milestone_001 i.e., order submission that is
followed by Milestone_005 i.e., approvals.
5
[0104] Referring to FIG. 5, an exemplary method flow diagram indicating the process for
maintaining milestone configurations for each order, in accordance with exemplary
implementations of the present disclosure. In an implementation, the method [500] is
performed by the system [200]. As shown in FIG. 5, the method [500] starts at step [502].
10
[0105] At step [504], the method [500] as disclosed by the present disclosure comprises the
step of requesting an order by a user and receiving an order request. In a preferred embodiment,
the order request comprises a plurality of input parameters. For example, the plurality of input
parameters for requesting an order, such as obtaining a sim card in India, comprise but are not
15 limited to one or more of customer category, e.g., individual, outstation or foreign customer;
billing type, e.g., post-paid, prepaid or hybrid; Know Your Customer (KYC) type, e.g., electronic KYC, digital KYC, or self KYC; customer type, e.g., retail, enterprise, corporate; product of interest, i.e., product which is being availed by customer; Mobile Number Portability (MNP) Flag: true or false i.e., identifying whether order is MNP order or regular order; and
20 scenario ID: an ID indicating type of order, e.g. new customer onboarding, suspend services,
resume services, outgoing call bar, outgoing call unbars, terminate, update address etc.
[0106] Based on one or more of the above parameters (i.e. the plurality of input parameter)
which come to a Customer Relationship Management (CRM) mandatorily in order request, an
25 order type can be uniquely identified. Each configuration has a set of order milestones. These
configurations are cached by the CRM microservice(s) handling the order submission context. Whenever a request is given to the CRM for order submission, the CRM uniquely identifies the order type based on the above order parameters and deduces a list of milestones applicable.
30 [0107] Therefore, at step [506], the method [500] as disclosed by the present disclosure
comprises uniquely identifying the order scenario based on the above order parameters or identified order type(s).
27

[0108] Next, at step [508], the method [500] as disclosed by the present disclosure comprises deducing a list of applicable milestones.
[0109] Next, at step [510], the method [500] as disclosed by the present disclosure comprises
5 populating the milestone configurations of the order from the backend.
[0110] Next, at step [512], the method [500] as disclosed by the present disclosure comprises submitting the order.
10 [0111] Next, at step [514], the method [500] as disclosed by the present disclosure comprises
acknowledging the order.
[0112] Next, at step [516], the method [500] as disclosed by the present disclosure comprises validating the order and planning the product. 15
[0113] Next, at step [518], the method [500] as disclosed by the present disclosure comprises checking whether the order is valid or not.
[0114] Next, at step [520], the method [500] as disclosed by the present disclosure comprises
20 rejecting the order if said order is considered as invalid.
[0115] At step [522], the method [500] as disclosed by the present disclosure comprises accepting the order if said order is considered valid.
25 [0116] Simultaneously or subsequently, at step [524], the method [500] as disclosed by the
present disclosure comprises initiating operation of the CRM server by the CRM admin user.
[0117] Next, at step [526], the method [500] as disclosed by the present disclosure comprises creating an order journey by the CRM admin user in the CRM server. 30
[0118] Next, at step [528], the method [500] as disclosed by the present disclosure comprises creating a configurable template by using the order journey created at step [526].
28

[0119] Next, at step [530], the method [500] as disclosed by the present disclosure comprises applying the configurable template of the applicable milestone configurations to the order.
[0120] Next, at step [532], the method [500] as disclosed by the present disclosure comprises
5 continuing the order journey as per the configuration.
[0121] Thereafter, the method terminates at step [534] in which the journey passes through different approvals and workflow based on the order journey template.
10 [0122] FIG.6 illustrates an exemplary implementation environment [600] where in an
implementation the system [200] is configured for maintaining milestone configurations for each order, in accordance with exemplary implementations of the present disclosure. In a preferred embodiment, the implementation environment [600] comprises a plurality of components. For example, and by no way limiting the scope of the present subject matter, the
15 implementation environment [600] comprises an Enterprise Product Catalogue (EPC) [602], a
Fulfilment management system (FMS) [604], a subscription engine [614], a plurality of channels [606], a load balancer [608], a Customer Relationship Manager (CRM) server [610] comprising a plurality of micro-services, and a set of databases [612].The set of databases may include a database 1 (DB1), database 2 (DB2), and a database 3 (DB3). The EPC [602] is a
20 centralised data repository which drives Business Support System (BSS) telecom operations
and some network nodes for e.g., 5G charging system, called Policy Control Function (PCF) etc.
[0123] At the centre, the CRM server [610] containing different micro services are shown in
25 FIG.6 which cater to different Application Programming Interfaces (APIs). Each microservice
serves a particular context, e.g., Customer Order Processing Micro service (COP_MS) deals
with order-related APIs which performs submit order, query order, and modify order. Customer
Information Service (CIS) instances deal with customer-related APIs which performs create,
modify or deactivate customer. Lead-to-Order (L2O) instances deal with APIs that manage the
30 lifecycle of leads and prospects. Operations and Maintenance (OAM) instance deals with the
maintenance and operation of all the microservice instances and communicates with outer products related to alarms, Key Performance Indicators (KPIs) or other management, and health check-up information.
29

[0124] The channels [606] are configured to provide input data to the CRM server [610]
through a load balancer [608]. In an embodiment, some channels [606] are shown such as,
Channel 1 [606A], Channel 2 [606B], Channel 3 [606C] and a CRM user interface (UI) [606D].
The channels [606] which are tightly coupled to the CRM e.g. CRM User Interface (UI)
5 communicate directly via the load balancer [608] while other systems which belong to different
products (such as Channel 1, Channel 2, etc.) communicate to the CRM server [610] using the FMS [604]. FMS is a middleware which links two different products and performs language translations or workflow management. For example, if one product understands Simple Object Access Protocol (SOAP) protocol while the other one understands RESTful services, the FMS
10 [604] translate the messages between these 2 nodes and ensure seamless communication. The
CRM 610 is also connected with the FMS [604], SMP (Service Management Platform) [616], and Data Information Framework (DIF) [618] via https. The DIF [618] is a copy of the CRM [610], EPC, and Geographical Information System (GIS) which caches the business data and provides API for fast access. The SMP [616] deals with the installation processes at customer
15 premises, handling repair mechanism and technician visit to network sites.
[0125] In a preferred embodiment, an admin user operates the CRM UI [606D] to trigger the CRUD (Create/ Read/ Update/ Delete) operation on the CRM server [610] via the load balancer [608] or FMS. According to the present disclosure, the CRM server [610] stores all order
20 journey configurations cached during the start-up of micro services. Whenever any change,
such as ‘update’, ‘delete’, ‘create’ etc., in order journey configuration is received from the CRM UI [606D], the CRM server [610] processes the same and modifies the stored data in cache. The workflow engine picks the updated configuration item whenever subsequent order submission request comes at the CRM server [610]. Based on the configuration list, the next
25 milestone is triggered.
[0126] FIG.7 illustrates an exemplary flowchart depicting a process [700] for carrying an order
as per configured milestones, in accordance with exemplary implementations of the present
disclosure.
30
[0127] At step [702], a milestone processor performs approval of a milestone list that is fetched
from configurations. At step [704], the process [700] encompasses receiving an interim event
for internal order progress within the milestone. If the interim event is successful, then the
process [700] moves to receiving an event to complete milestone at step [706]. If the interim
35 event is failure, then the process moves to an order cancellation [712]. At step [708], the
30

milestone processor performs installation of the order as per configured milestone and marked it as completed at step [710].
[0128] Referring to FIG.8, an exemplary sample user interface (UI) screenshot [800] for
5 configuring a milestone by an admin, in accordance with exemplary implementations of the
present disclosure is shown. The milestone depicted in FIG.8 is for submission of an order . As shown in FIG.8, for one milestone i.e., order submission, sub-flows are defined based on their sequence and enabled status. These sub-flows define which activities to put in the order submission.
10
[0129] Yet another aspect of the present disclosure may relate to a user equipment (UE) comprising a transceiver unit configured to: 1) transmit to a system [200], a request for optimization of an order journey associated with an order request, and 2) receive from the system [200], a response to the request, wherein the response comprises an indication of the
15 optimization of the order journey associated with the order request. The response is generated
at the system [200] based on receiving, by a transceiver unit [202], the order request comprising a plurality of input parameters. The system [200] further comprises identifying, by an identification unit [204], an order type associated with the order request based on the plurality of input parameters. The system [200] further comprises determining, by a determination unit
20 [206], one or more order scenarios based on the order type. The system [200] further comprises
determining, by the determination unit [206], a set of order milestones associated with the one or more order scenarios. The system [200] further comprises determining, by the determination unit [206], a set of sub-milestones associated with each order milestone of the set of order milestones. The system [200] further comprises fetching, by a fetching unit [208] from a
25 database, one or more milestone configurations based on the set of order milestones, the set of
sub-milestones and one or more policies available in the database, as each order milestone from the set of order milestones has a separate implementation class that is processed for each order milestone respectively. The system [200] further comprises mapping, by a mapping unit [210], at least one milestone configuration from the one or more milestone configurations and the one
30 or more order scenarios based on the plurality of input parameters. The system [200] further
comprises generating, by a generation unit [212], a target milestone configuration based on mapping the at least one milestone configuration and the one or more order scenarios. The system [200] further comprises optimizing, by an optimization unit [214], the tracking of the order journey associated with the order request based on the target milestone configuration.
31

[0130] As is evident from the above, the present disclosure provides a technically advanced
solution for maintaining milestone configurations for each order and optimizing tracking of an
order journey associated with an order request based on a target milestone configuration. The
system and method according to the present disclosure provides milestones for each order by
5 maintaining milestone configurations for all order scenarios uniquely. Further, the system and
method according to the present disclosure substantially reduces the time for order
modification process. Furthermore, the modifications in the milestones can be performed by
the present system and method in real-time and no downtime or restart of the system is required
for such modifications. Moreover, the workflow engine of the present system and method
10 provides space for custom logic so that all the milestones/order journeys can be autonomous
and segregated.
[0131] While considerable emphasis has been placed herein on the disclosed implementations,
it will be appreciated that many implementations can be made and that many changes can be
15 made to the implementations without departing from the principles of the present disclosure.
These and other changes in the implementations of the present disclosure will be apparent to those skilled in the art, whereby it is to be understood that the foregoing descriptive matter to be implemented is illustrative and non-limiting.
20
32

We Claim:
1. A method for optimizing tracking of an order journey, the method comprising:
- receiving, by a transceiver unit [202], an order request comprising a plurality of input parameters;
- identifying, by an identification unit [204], an order type associated with the order request based on the plurality of input parameters;
- determining, by a determination unit [206], one or more order scenarios based on the order type;
- determining, by the determination unit [206], a set of order milestones associated with the one or more order scenarios;
- determining, by the determination unit [206], a set of sub-milestones associated with each order milestone of the set of order milestones;
- fetching, by a fetching unit [208] from a database, one or more milestone configurations based on the set of order milestones, the set of sub-milestones and one or more policies available in the database, as each order milestone from the set of order milestones has a separate implementation class that is processed for each order milestone respectively;
- mapping, by a mapping unit [210], at least one milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters;
- generating, by a generation unit [212], a target milestone configuration based on mapping the at least one milestone configuration and the one or more order scenarios; and
- optimizing, by an optimization unit [214], the tracking of the order journey associated with the order request based on the target milestone configuration.
2. The method as claimed in claim 1, wherein each of the plurality of input parameters is
at least one of a customer category parameter, a billing type parameter, a know your
customer (KYC) type parameter, a customer type parameter, a product of interest type
parameter, a mobile number portability (MNP) flag parameter, and a scenario identity
(ID) parameter.

3. The method as claimed in claim 1, wherein at least one of the one or more milestone configurations is associated with one or more order milestone from the set of order milestones.
4. The method as claimed in claim 1, the method further comprises determining by the determination unit [206], an order validation status associated with the order request based on a predefined set of order validation rules, wherein the order validation status is one of a valid order and an invalid order.
5. The method as claimed in claim 1, the method further comprises forwarding manually, via a control unit [216], one or more order milestones in case the one or more order milestones arrives at one of a pending stage, a deadlock stage and a failure stage.
6. The method as claimed in claim 1 wherein the set of sub-milestones comprises one or more sub-milestones in a sequence, wherein said sequence is a configurable sequence.
7. A system [200] for optimizing tracking of an order journey, the system [200] comprises:
o a transceiver unit [202] configured to receive an order request, wherein the
order request comprises a plurality of input parameters; o an identification unit [204] connected at least with the transceiver unit [202], the identification unit [204] is configured to identify an order type associated with the order request based on the plurality of input parameters; o a determination unit [206] connected at least with the identification unit [204], the determination unit [206] is configured to:
▪ determine one or more order scenarios based on the order type;
▪ determine a set of order milestones associated with the one or more
order scenarios;
▪ determine a set of sub-milestones associated with each order
milestone of the set of order milestones;
o a fetching unit [208] connected at least with the determination unit [206],
the fetching unit [208] is configured to fetch from a database, one or more
milestone configurations based on the set of order milestones, the set of
sub-milestones and one or more policies available in the database, as each
order milestone from the set of order milestones has a separate

implementation class that is processed for each order milestone respectively;
o a mapping unit [210] connected at least with the fetching unit [208], the mapping unit [210] is configured to map at least one milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters;
o a generation unit [212] connected at least with the mapping unit [210], the generation unit [212] is configured to generate a target milestone configuration based on mapping the at least one milestone configuration and the one or more order scenarios; and
o an optimization unit [214] connected at least with the generation unit [212], the optimization unit [214] is configured to optimize the order journey associated with the order request based on the target milestone configuration.
8. The system [200] as claimed in claim 7, wherein each of the plurality of input parameters is at least one of a customer category parameter, a billing type parameter, a know your customer (KYC) type parameter, a customer type parameter, a product of interest type parameter, a mobile number portability (MNP) flag parameter, and a scenario ID parameter.
9. The system [200] as claimed in claim 7, wherein at least one of the one or more milestone configurations are associated with one or more order milestones from the set of order milestones.
10. The system [200] as claimed in claim 7, wherein the determination unit [206] is further configured to determine an order validation status associated with the order request based on a predefined set of order validation rules, wherein the order validation status is one of a valid order and an invalid order.
11. The system [200] as claimed in claim 7, wherein the system further comprises of a control unit [216] that is configured to forward manually one or more order milestones in case the one or more order milestones arrives at one of a pending stage, a deadlock stage and a failure stage.

12. The system [200] as claimed in claim 7, wherein the set of sub-milestones comprises one or more sub-milestones in a sequence, wherein said sequence is a configurable sequence.
13. A user equipment (UE), the UE comprising: a transceiver unit configured to:

- transmit to a system [200], a request for optimization of an order journey associated with an order request; and
- receive from the system [200], a response to the request, wherein the response comprises an indication of the optimization of the order journey associated with the order request, and the response is generated at the system [200] based on:
o receiving, by a transceiver unit [202], an order request comprising a plurality of input parameters,
o identifying, by an identification unit [204], an order type associated with the order request based on the plurality of input parameters,
o determining, by a determination unit [206], one or more order scenarios based on the order type,
o determining, by the determination unit [206], a set of order milestones associated with the one or more order scenarios,
o determining, by the determination unit [206], a set of sub-milestones associated with each order milestone of the set of order milestones,
o fetching, by a fetching unit [208] from a database, one or more milestone configurations based on the set of order milestones, the set of sub-milestones and one or more policies available in the database, as each order milestone from the set of order milestones has a separate implementation class that is processed for each order milestone respectively,
o mapping, by a mapping unit [210], at least one milestone configuration from the one or more milestone configurations and the one or more order scenarios based on the plurality of input parameters,
o generating, by a generation unit [212], a target milestone configuration based on mapping the at least one milestone configuration and the one or more order scenarios, and

o optimizing, by an optimization unit [214], tracking of the order journey associated with the order request based on the target milestone configuration.