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.
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