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Case Study

Telecom Italia: Unifying the B2B customer experience

"We had systems based on silos dedicated to services, not to customers. With Pega we are able to reduce contract lifecycle and build a dynamic platform that adapts to the changes of the customer."

Goffredo Sdrubolini Head of Customer Care, Telecom Italia

The Business Issue

Telecom Italia needed to transform its enterprise business to provide a seamless digital customer experience when it came to selling, configuring, quoting, and ordering products that spanned multiple lines of business. The existing IT infrastructure to support this business was a “siloed” collection of legacy systems that led to a manual and error-prone sales and contracting process.

The Solution

To achieve its B2B transformation vision, Telecom Italia needed to unify sales, contracting, fulfillment, and billing processes by better integrating existing systems to provide a seamless experience throughout the customer lifecycle. Telecom Italia chose Pega because of Pega’s ability to manage complexity and work with Telecom Italia’s existing IT ecosystem. The Pega solution wrapped around the company’s legacy environments, integrating product and customer data from three separate CRM systems into one unified system. With the Pega solution, Telecom Italia is now able to go to market more aggressively with dozens of new integrated offers. The business, rather than IT, can now make changes, enabling launch offers to take weeks rather than months.

The Results

  • Improved time to market from one year to one month
  • Enabled bundling of enterprise products across "siloed" CRM stacks
  • Increased quality of most important touchpoints
  • Improved customer experience of converged solutions
  • Eliminated application silos to enable a unified view of the customer
  • Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • This eBook distills a five-step approach to help CSPs transform into agile DSPs and win B2B customers.

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Tags

Challenge: Sales Effectiveness Industry: Communications Service Providers Product Area: Sales Automation