Case Study

Orange Business Services: Transforming the Order fulfillment system to achieve increased efficiency and higher customer satisfaction

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Presented by Arnaud Villemin, Project Director, Customer Services & Operations, Orange Business Services
Source : Pega Business Transformation Forum, Paris, 12 December 2013.

Orange Business Services were lacking an automated IS services transition tool to monitor and manage the delivery process of equipment resale. While quotation, ordering, procurement, billing and service assurance functions were already automated, the overall delivery was not covered. Within this context, the Orange Business Services International team implemented a process-driven approach with Pega to support the equipment resale service transition team's processes.

Following a process based approach and leveraging Pega capabilities, Orange Business Services literally transformed and automated the delivery process management, reduced lead time to deliver, suppressed rekeying of data, settled the installed base of assets and associated services and became proactive in renewal of expiring support contracts.


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