Next up at PegaWorld was a customer presentation from Vodafone. Vodafone is one of the world’s largest communications companies with 30,000+ employees and 400M customers across 30 countries. They have expanded from consumer mobile telephony to a broader portfolio of services (fixed and mobile, converged, enterprise and consumers). This change has driven a need to serve multinational customers who have complex portfolios of services on which they rely. It has also changed their competitors, adding new cloud platform companies to their existing telco competitors.
Vodafone created a group to focus on enterprise services. This group has led a business transformation program focused on simplification, standardization, digitization and globalization. This means a greater focus on enterprise capabilities in support of local expertise. And while enterprise is an important new focus, consumers remain important also.
The enterprise delivery capability is about packaging mobile, fixed and converged services as well as custom products to enterprises of all sizes. This has two elements: standard products based on an industrialization of processes and complex, custom solutions focused on robustness. As they have delivered more of these capabilities they have become more and more integrated with their enterprise customers’ supply chain.
This has driven a focus on processes within the customer lifecycle. They began with order handling and fulfillment, replacing disconnected legacy applications to streamline the process. They have realized also that lifecycle management, engaging with customers once they have been onboarded, is critical. This set – orders to fulfillment to lifecycle management – is where they apply Pega.
From a process perspective they aim at a factory approach with one project methodology, leveraging best practices. A standard operating model and set of KPIs is delivered across countries along with a standard enterprise order management environment. Pega, she says, has helped them move from a local and siloed environment to an automated, global, and end to end process. They hope to deliver better customer engagement through outbound and proactive communication combined with operational efficiency and business agility.
A very worthwhile and well thought out program that they expect to deliver with Pega. No details really on how they intend to do this, though, which is a pity.
Cross-posted from JTonEDM.