Case Study: VOO achieves a fully digital, mobile-first customer experience with SAP Commerce Cloud

Building a Mobile-First User Experience for the Millennial Customer

VOO SA, a Belgian telecommunications provider, needed to build a mobile-first, fully digital customer experience for younger customers and launch a new brand, Zuny, but its legacy systems forced phone-based sales, scheduled truck rolls, and slow installs. To modernize acquisition, consumption, billing, and support, VOO digitalized its customer journey using SAP Commerce Cloud together with SAP Billing and Revenue Innovation Management.

VOO integrated SAP Commerce Cloud (including the telco and utilities accelerator) and SAP Billing and Revenue Innovation Management to streamline cart/order management, subscription processes, billing, and API-based back-end integration, delivering a mobile-first app and self-care features. The SAP Commerce Cloud implementation produced a 100% digitalized customer journey, a 576x reduction in video install cycle times (from ~4 days to under 10 minutes), a 50% reduction in Internet install times, a 71% increase in IT efficiency, and 2,000 prelaunch customers—enabling faster launches, higher millennial satisfaction, and a unified single view of the customer.

VOO

Soufian Hadouch

Director IT Solution Delivery