Case Study: Swisscom achieves process transparency and slashed order throughput times with Software AG's ARIS PPM

ARIS PPM creates process transparency and slashes order throughput times

Swisscom, Switzerland’s leading telecommunications provider, faced major shortcomings in its order-process reporting and monitoring. With millions of customers and thousands of employees, the company suffered frequent time-consuming internal queries, no proactive order monitoring, poor KPI visibility and slow analyses—problems that raised internal frustration, hurt partner and customer relationships, and threatened sales and reputation.

Swisscom implemented ARIS Process Performance Manager (ARIS PPM) with ARIS Bridge, built a ProCore process web and published documentation via ARIS Business Publisher; the solution went live in October 2007. The system provided graphical process views, dashboards and decentralized reporting for about 70 users, enabling much faster analysis, visible reductions in order throughput times, proactive issue detection, fewer cancellations and higher customer satisfaction. A return on investment was projected within 18–24 months.

Swisscom

Markus Witschi

Operations Manager for SMEs