Vodafone Albania is part of Vodafone Group Plc, the world’s largest telecommunications company, as measured by revenue. Vodafone Albania’s GSM mobile network covers 93 % of the country, reaches up to 99.7 % of the population, and serves almost 1.7 million customers with a wide range of high-quality voice and data communications services. The company’s 130 retail outlets offer customers a wide range of pricing plans; services; and products, including handsets, and accessories; as well as technical assistance. It was the first communications company to obtain a 3G license in the country in 2010 and is a leader in the 3G coverage, products, and services.
Vodafone Albania needed to replace its standalone customer management tools to serve its expanding user base and growing product and service portfolio. The company has used Oracle’s Siebel portfolio, Oracle Communications Billing and Revenue Management, and Oracle SOA Suite, to deliver a real-time customer view and end-to-end service integration from the initial customer inquiry to billing throughout the customer lifecycle. Vodafone Albania has increased performance and resilience while reducing operating costs by running its customer relationship management (CRM) suite on Oracle’s SPARC Enterprise servers and Oracle Solaris.
Oracle Consulting assisted Vodafone Albania’s local partners throughout implementation of the Siebel-based platform to provide expertise on solution design, ensure best-practice deployment, and configure the applications to Vodafone Albania’s needs.
“Oracle Consulting’s in-depth Oracle knowledge and experience with similar implementations helped us meet most of our needs using standard functionality, “ said Enri Prodani, business support manager, Vodafone Albania. “Oracle Consulting also enabled us to link existing applications to build integrated process flows using Oracle SOA Suite for Oracle Middleware, which greatly reduced our reliance on third-party tools.”