Telefónica Germany has gone live with the first phase of its implementation of Oracle Communications Order and Service Management 7.0. It’s part of a multi-phased program to deploy a central order-management infrastructure that will streamline its processes.
Oracle says Order and Service Management 7.0 will unify order management across Telefónica Germany’s retail and business offerings; combine order capture across multiple channels; and streamline self-service capabilities for corporate, customer value management, customer services, marketing and sales processes.
Telefónica Germany wanted a central order-management layer to unify disparate technologies that were causing fragmented customer experiences – across Web, retail, partner, customer care and social media contact points – and slow time to market for new products and services, impacting revenue and customer satisfaction.
Oracle’s Order and Service Management 7.0, part of the company’s Rapid Offer Design and Order Delivery Solution, allows service providers to rapidly design and introduce offers, capture and fulfill orders efficiently and accurately as well as provide visibility across the entire order lifecycle. Telefónica Germany will implement a central order-management system to process all orders and more quickly deliver new products and services to wireless and fixed-line customers in easy-to-manage bundles.
Oracle Communications Order and Service Management 7.0 will integrate with Telefónica Germany’s existing Oracle PeopleSoft Enterprise customer relationship management (CRM), billing and service fulfillment systems to help the company unify order capture systems across multiple communication channels to enhance the customer experience. Oracle says the implementation will provide Telefónica Germany with a synchronized product launch process across sales, billing and order fulfillment to provide visibility across the entire order lifecycle from the moment the order is placed until payment is collected.
“Inheriting multiple disparate infrastructures and processes as a result of our recent merger led to systems that challenged our ability to quickly fulfill orders and bring new services to market. Oracle Communications’ solutions will help us provide our customers with a range of differentiated and commercially competitive service bundles in a faster, more efficient manner," said Bernhard Bahne, vice president of core systems development, Telefónica Germany.
