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Case Study

Orange revolutionizes B2B order management with Pega

"The partnership with Pega is really key for us because we don't want to reinvent the wheel every time. We want Pega to bring us what is best in the world for process management technology, for process management new ideas, and allow us to be able to capitalize in the best practices around the world."

Laurent Herr VP Operation Support Systems, Orange

The Business Issue

Orange Business Services provides telecommunications services across 220 countries. Orange Business Services is responsible for building and managing networks for the B2B market. Ranked number one in the multinational Ethernet network market, Orange made the strategic decision to leverage Pega to manage the order-to-customer implementation process through a service provisioning application they refer to as SALTO.

The Solution

To streamline order management and provision telecommunication services, Orange used Pega to build SALTO, a French acronym that translates to mean “automatic system for technical offer delivery”. With Pega’s dynamic case management, Orange improved customer communication by 30 percent and decreased fallout tasks by 50 percent. Leveraging Pega’s intelligent routing and work automation, work is now routed to the most appropriate skilled worker 100% of the time and rework has dropped by half. Furthermore, Orange used Pega to consolidate 6 antiquated provisioning systems, drastically reducing maintenance costs.

The Results

  • 30% improvement in customer communication
  • 50% decrease in fallout tasks
  • 100% assurance work is done by the right person
  • 50% reduction in rework
  • 6 applications reduced to 1

Related Resources

  • Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • See how Pega Fulfillment Control Center makes it simple to orchestrate and automate orders for digital services.

  • Explore a five-step approach that helps CSPs transform intop agile DSPs.

  • Pega provides tools for business people to define the major steps of how work gets done.

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  • Industry: Communications Service Providers
  • Product Area: Platform
  • Challenge: Operational Excellence
  • Challenge: Customer Service
  • Challenge: Intelligent Automation