Case Study: Proximus achieves a better customer journey with Solita's business activity monitoring system

Proximus builds near real-time customer journey monitoring with Solita

Proximus, the leading telecom operator in Belgium, faced challenges in gaining a clear, real-time view of its complex customer journeys and order processes, particularly during the rollout of its fibre network. To improve service and operational efficiency across departments, Proximus partnered with Solita to develop a Business Activity Monitoring (BAM) tool.

Solita implemented a near real-time monitoring system using technologies including webMethods Software AG and Couchbase. They established a reference architecture for modularity and scalability, trained as scrum masters to guide an agile operation, and helped create a system of reusable building blocks. This solution provided Proximus with a clear, aggregated view of business processes for various user profiles, enabling faster development and better progress planning as they work towards a complete end-to-end view of the customer journey.

Proximus