Unifying order management across Telefónica Germany’s retail and business offerings
Combining order capture across multiple channels
Streamlining self-service capabilities for corporate, customer value management, customer services, marketing and sales processes
Telefónica Germany, formed via the merger of Telefónica O2 Germany and HanseNet, required a central order management layer to unify disparate technologies that were causing fragmented customer experiences – across Web, retail, partner, customer care and social media contact points – and slow time to market for new products and services, impacting revenue and customer satisfaction.
With Oracle Communications Order and Service Management 7.0, a key component of Oracle’s Rapid Offer Design and Order Delivery Solution, service providers can rapidly design and introduce offers, capture and fulfill orders efficiently and accurately as well as provide visibility across the entire order lifecycle. Telefónica Germany will implement a central order management system to process all orders and more quickly deliver new products and services to wireless and fixed line customers in easy-to-manage bundles.
Oracle Communications Order and Service Management 7.0 will integrate with Telefónica Germany’s existing Oracle PeopleSoft Enterprise customer relationship management (CRM), billing and service fulfillment systems to help the company unify order capture systems across multiple communication channels to enhance the customer experience.
Further, the implementation will provide Telefónica Germany with a synchronized product launch process across sales, billing and order fulfillment to provide visibility across the entire order lifecycle from the moment the order is placed until payment is collected.
Oracle Communications Order and Service Management 7.0 provides a new paradigm to offer design implementation that decouples offers from fulfillment, which in turn obviates the need to build fulfillment flows for every offer, bundle or product – minimizing the effort, cost and time to create and launch new product bundles and offers that can be sold, captured and delivered across multiple channels.
“Inheriting multiple disparate infrastructures and processes as a result of our recent merger led to systems that challenged our ability to quickly fulfill orders and bring new services to market. Oracle Communications’ solutions will help us provide our customers with a range of differentiated and commercially competitive service bundles in a faster, more efficient manner,” said Bernhard Bahne, vice president of core systems development, Telefónica Germany.
“When streamlining business processes, reducing costs and revenue loss and meeting service level agreements, many operators overlook their offer design and order delivery processes. Using Oracle Communications Order and Service Management 7.0, Telefónica Germany will address all of these issues with one straightforward implementation. We look forward to continuing our work with Telefónica as it completes its implementation in Germany and introduces Oracle Communications Order and Service Management 7.0 to its other operations around the world,” said Liam Maxwell, vice president, products, Oracle Communications.
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