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Case Study

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."

Jens Fudickar Head of Enterprise BPM Competence, Vodafone Germany

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 Solution

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.

The Results

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

Related Resources

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.

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

Pega Fulfillment Control Center

Automate operations and improve the order to cash experience.
Learn more

Tags

Industry: Communications Service Providers Product Area: Customer Service Solution Area: Customer Service Solution Area: Operational Excellence