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Case Study

Vodafone UK: Radical simplification and automation

  • Needed to radically simplify processes for customers and employees
  • Used Pega Platform to automate repetitive activities
  • Reduced new workflow process times from days to minutes

“The concept of develop once, use many is a reality for us. And a major contributor to our success has been our ability to leverage the power of Pega's low-code automation platform.”

Andy Ryan Head of Digital Operations & Automation, Vodafone UK

The Business Issue

Vodafone is the leading provider of communication services to both consumers and businesses across multiple regions of the world. The company aims to connect over 250 million people to its next generation networks by 2025.

For Vodafone UK, meeting this goal meant simplifying complex and difficult processes for customers and employees. The UK board determined that one of the organization’s strategic pillars would be to radically simplify its operations.

Vodafone needs automation and digitization to compete on speed, agility, and cost, as well as earn customer loyalty.

The Solution

Pega has been an integral part of Vodafone UK’s strategy to intelligently automate repetitive activities and streamline complex workflows. The organization is using the Pega Platform™ to integrate existing IT systems across departments, such as finance, HR, procurement, supply chain, customer operations, network engineering, network operations, IT development, marketing, and enterprise sales.

Pega's collaborative authoring environment and platform has also enabled Vodafone to create a hub and spoke model. The hub is the center of excellence across. The spokes are the individual departments and citizen developers who use Pega's low-code development capability to radically simplify and automate processes in their own areas.

The Results

With Pega, Vodafone has achieved:

  • A 25% increase in speed and productivity in large ordering, billing, and business systems
  • Communication between internal departments and end customers reduced from two days to 30 minutes
  • Automated workflows in debt collection process led to 50% increase in quality

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