Case Study: Vodafone Germany reduces fulfilment effort by 51% and gains end-to-end B2B order visibility with Pegasystems' Pega

Vodafone Germany Excelling in B2B Order Management

Vodafone Germany, a major unit of the global Vodafone Group, was struggling with rising complexity in its enterprise business after acquisitions and fragmented IT systems, while facing intense cost pressure from commoditization and competition. Order processing—the lifeblood of the enterprise segment—was inefficient and lacked visibility, making timely, accurate fulfilment a key challenge.

Vodafone deployed Pega as an end‑to‑end overlay to enable digital order capture, automated technical fulfilment and case‑based business process management to achieve a “perfect order.” The initiative improved process quality and customer experience, delivered full order visibility, reduced fulfilment effort by 51%, and followed a phased, pragmatic approach that earned a 2014 Gartner BPM Excellence award.

Vodafone

Jens Fudickar

Head of Enterprise BPM Competence