Software AG Case Studies ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

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	ARIS PPM Creates Process Transparency and Slashes Order Throughput Times Software AG

ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

Software AG

Technology Category	Analytics & Modeling - Process Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Telecommunications
Applicable Functions	Sales & Marketing
Use Cases	Predictive Quality Analytics Process Control & Optimization
Services	Software Design & Engineering Services System Integration
Challenge	Swisscom, the leading telecommunications provider in Switzerland, was facing challenges with its order process reporting. The company was unable to proactively monitor orders, and the analysis of existing data was either extremely difficult or impossible. This led to frequent, time-consuming internal queries, often triggered by customer inquiries. The lack of transparency and efficiency in the process led to high frustration levels both internally and externally, damaging the company's reputation and resulting in lower sales. Swisscom needed a solution that would allow for the monitoring of all processes with problem alerts, transparent and fast reporting, easy measurement and display of KPIs, direct access to process information for various departments, and comprehensive project documentation. Read More
About Customer	Swisscom is the leading telecommunications provider in Switzerland, with 5 million cell phone customers, 5.3 million fixed lines, and 1.6 million broadband connections. In 2007, the company’s 19,844 full-time employees generated revenues of CHF 11.1 billion. Swisscom offers a full range of mobile, fixed-line, and IP-based voice and data communication products and services. In addition to its core telecommunications services, Swisscom also provides IT infrastructure outsourcing and communications infrastructure management services. However, the company was facing challenges with its order process reporting, which was affecting its reputation and sales. Read More
Solution	Swisscom evaluated eight different process monitoring solutions and chose ARIS Process Performance Manager (ARIS PPM), with ARIS Bridge as a generic adapter. The new system went live as planned on October 31, 2007. The ARIS PPM featured sophisticated process analysis functionality and a smart connection to the source system via the ARIS Bridge. During the project, Swisscom set up ProCore, a Web platform with standardized access for process management, design, performance, interface documentation, and project procedure activities. The process documentation was created with ARIS Business Architect and made available via Web export using ARIS Business Publisher. ARIS PPM was deployed to monitor order transactions, contracts, interface processes, and source system error reports. It extracts data from the source system relating to orders and contracts, including the complete provision of DSL access, from signing the contract at the point-of-sale through to billing. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Process Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Predictive Quality Analytics

Process Control & Optimization

Services

Software Design & Engineering Services

System Integration

Challenge

Swisscom, the leading telecommunications provider in Switzerland, was facing challenges with its order process reporting. The company was unable to proactively monitor orders, and the analysis of existing data was either extremely difficult or impossible. This led to frequent, time-consuming internal queries, often triggered by customer inquiries. The lack of transparency and efficiency in the process led to high frustration levels both internally and externally, damaging the company's reputation and resulting in lower sales. Swisscom needed a solution that would allow for the monitoring of all processes with problem alerts, transparent and fast reporting, easy measurement and display of KPIs, direct access to process information for various departments, and comprehensive project documentation.

About Customer

Swisscom is the leading telecommunications provider in Switzerland, with 5 million cell phone customers, 5.3 million fixed lines, and 1.6 million broadband connections. In 2007, the company’s 19,844 full-time employees generated revenues of CHF 11.1 billion. Swisscom offers a full range of mobile, fixed-line, and IP-based voice and data communication products and services. In addition to its core telecommunications services, Swisscom also provides IT infrastructure outsourcing and communications infrastructure management services. However, the company was facing challenges with its order process reporting, which was affecting its reputation and sales.

Solution

Swisscom evaluated eight different process monitoring solutions and chose ARIS Process Performance Manager (ARIS PPM), with ARIS Bridge as a generic adapter. The new system went live as planned on October 31, 2007. The ARIS PPM featured sophisticated process analysis functionality and a smart connection to the source system via the ARIS Bridge. During the project, Swisscom set up ProCore, a Web platform with standardized access for process management, design, performance, interface documentation, and project procedure activities. The process documentation was created with ARIS Business Architect and made available via Web export using ARIS Business Publisher. ARIS PPM was deployed to monitor order transactions, contracts, interface processes, and source system error reports. It extracts data from the source system relating to orders and contracts, including the complete provision of DSL access, from signing the contract at the point-of-sale through to billing.

Impact #1	Quicker analysis times: Analysis used to take days, sometimes weeks.
Impact #2	Broader analysis spectrum: Users benefit from evaluations that were previously either extremely difficult or impossible to produce.
Impact #3	Use of analysis for process optimization: The insights gained can be leveraged to improve processes. Changes are instantly visible.

Impact #1

Quicker analysis times: Analysis used to take days, sometimes weeks.

Impact #2

Broader analysis spectrum: Users benefit from evaluations that were previously either extremely difficult or impossible to produce.

Impact #3

Use of analysis for process optimization: The insights gained can be leveraged to improve processes. Changes are instantly visible.

Benefit #1	A return on investment (ROI) was expected within 18-24 months, according to a benefit analysis performed on March 31, 2008.

Benefit #1

A return on investment (ROI) was expected within 18-24 months, according to a benefit analysis performed on March 31, 2008.

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Overview

ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

Operational Impact

Quantitative Benefit