PegaWORLD 2014 Presentation: Vodafone: Excellent Enterprise Customer Experience through Digital...
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Transcript of PegaWORLD 2014 Presentation: Vodafone: Excellent Enterprise Customer Experience through Digital...
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Changing Environment for Vodafone Consumer Focus
Enterprise Growth
Mobile
Fixed Net & Converged
Product Focus
Solution Focus
Telco Competitors
New Competitors
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Simplification
Standardisation
Digitisation
Globalisation
Vodafones Business Transformation Programme
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Required Enterprise Service Capability Products
Mobile Fixed Net Converged Custom
Multinational
Corporate
Public
SME
Cu
sto
mer
Seg
men
ts
STANDARD PRODUCTS
Based on INDUSTRIALISATION of processes
COMPLEX
SOLUTIONS
Focus on
ROBUSTNESS
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Vodafones Enterprise Customers
Enterprise
27%
Consumer
73%
Prelim Vodafone Group
Service Revenue FY 2013/14
39.5B (~$66.0B*)
*Interbank Exchange Rate as of 2 June 2014
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Customer Lifecycle
Sell Run Build Build
Fulfillment
Order Handling
Run
Lifecycle Management
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Largest Ever Enterprise Delivery Transformation
Scalability & flexibility
Highly skilled people
Shared services, third parties
Factory approach
One project methodology
Leveraging best practice
One operating model
One KPI dashboard
Standard delivery model
E2E order management tool
One project management tool
One product catalogue
E2E order management tool
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Sell Run Build Build
Fulfillment
Order Handling
Local, Silo Oriented Global, E2E Process
Pega Is Taking Us From Manual
To Automated
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Benefits
CUSTOMER ENGAGEMENT OPERATIONAL EFFICIENCY BUSINESS AGILITY
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