Vodafone Germany: Excelling in B2B order management
"The transformation [was] an end-to-end overlay for the enterprise customer business … this gives us the benefit to act on urgent [customer] needs."
The Business Issue
Vodafone Germany, a subsidiary of Vodafone Group, is one the world’s largest Communications companies, with over 400 million customers and 90 thousand employees in over 30 countries. Their enterprise business has become increasingly complex due to acquisitions and fragmented IT systems, and at the same time they are experiencing incredible cost pressure due to commoditization and competition.
The lifeblood of their enterprise business is processing customer orders. The “perfect order” is digitally captured, right the first time, visible, and automated. Vodafone is using Pega to deliver digital order capture, technical order fulfillment, and business process automation with case management.
Vodafone created a differentiated customer experience, improved process quality, and achieved end-to-end order visibility.
- Reduced fulfillment effort by 51%
- Implemented a phased, pragmatic approach won the 2014 Gartner BPM Excellence award
Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.
Hear how Vodafone used a pragmatic, agile approach to achieve excellent client experiences.
Pega’s B2B Customer Lifecycle Suite includes sales, CPQ, fulfilment, and customer service.
See how Pega Fulfillment Control Center makes it simple to orchestrate and automate orders for digital services.
Industry: Communications Service Providers
Product Area: Operations
Challenge: Operational Excellence
Challenge: Customer Service