Case Study: Telecom Italia achieves a unified B2B customer experience and 12x faster time-to-market with Pegasystems' Pega platform

Telecom Italia: Unifying the B2B Customer Experience

Telecom Italia needed to transform its B2B operations to deliver a seamless digital experience for selling, configuring, quoting, and ordering across multiple lines of business. Its legacy IT landscape was a collection of siloed systems that made sales and contracting manual, slow and error-prone, preventing agile product launches and a unified customer view.

Telecom Italia implemented Pega to wrap and integrate its existing ecosystem, consolidating product and customer data from three CRMs and unifying sales, contracting, fulfillment and billing. The platform cut time to market from one year to one month, enabled cross-silo product bundling, improved key touchpoints and converged customer experiences, and shifted change control to the business rather than IT.

Telecom Italia

Goffredo Sdrubolini

Head of Customer Care