Vodafone: Disjointed IT Transforms into a Seamless Customer Journey

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Tuesday, September 08, 2015
09:00 AM - 10:00 AM EDT
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Vodafone: Disjointed IT Transforms into a Seamless Customer Journey
Vodafone Germany has embarked on a digital transformation to improve the customer experience for enterprise/B2B customer segments.   As their enterprise business continues to grow, meeting the needs of this important segment has become increasingly complex due to Vodafone Germany’s fragmented IT systems. To achieve their vision of creating standardization and synergies to provide the best possible experience during the entire customer lifecycle, Vodafone Germany decoupled their legacy from the business to become more agile.
 
The results have been staggering:
  • Significant reduction in order fulfillment effort through process improvement and automation
  • Notable reduction in time-to-market through model driven software configuration
  • Marked reduction in costs of vendor management 
  • Higher customer satisfaction through improved end to end order visibility and shorter order delivery times
In this webinar, learn how Vodafone Germany is using Pega to deliver digital order capture, technical order fulfillment, and business process automation with case management. You’ll also learn why their approach to transformation won the 2014 Gartner BPM Excellence Award.

Presenters:

Jens Fudickar
Head of Enterprise IT BPM Competence
Vodafone Germany

Jens joined Vodafone in 1999 and is driving the harmonization of Business Process Management projects in Vodafone’s Enterprise Business in Germany. Vodafone uses the BPM projects to support the digital transformation for the Enterprise Business. The transformation focuses the entire process chain including sales, order fulfillment, customer service, service assurance and online/B2B.  Jens has a long history in Vodafone with various responsibilities and was the project manager of the first BPM software project in Vodafone Germany. 


Ken Benner
Director, Industry Principal, Communications
Pegasystems

Ken Benner is an Industry Principal for the Communications industry at Pega and has 18 years of experience building and delivering BSS and OSS. Having worked for two software companies building telecom-specific packaged applications, Ken sees Pega as a unique and disruptive approach to building communications applications.


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