Case Study: UK-Based Telecommunications Company achieves company-wide process transparency and improved process documentation with iGrafx

A UK-Based Telecom Group realized improved transparency and process data quality across the business

UK-Based Telecommunications Company, a pan‑European provider of data, voice and managed services, faced fragmented process documentation—Word, Visio and Excel files stored in multiple locations and inconsistent version control—which hindered transparency and customer‑centric service delivery. After a proof of concept and vendor selection process, the company deployed the iGrafx Modelling and Platform to standardize process maps and create a single, accessible repository.

Using iGrafx’s modelling tools and BPMN capabilities, a central team of about 15 specialists mapped processes end‑to‑end along the customer journey, converting existing maps and linking hundreds of documents into a central library. The iGrafx solution delivered measurable results: roughly 40% of processes were mapped in a couple of months and process maps plus documents are now available to more than 4,600 employees via the intranet, improving process quality, transparency, standardization and drill‑down visibility across the business.