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

ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

Customer Company Size

Large Corporate

Region

Europe

Country

Switzerland

Product

ARIS Process Performance Manager (PPM)
ARIS Performance Dashboard
ARIS SOA Architect
ARIS Business Publisher

Tech Stack

ARIS Bridge

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Analytics & Modeling - Process Analytics
Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Process Control & Optimization
Predictive Quality Analytics

Services

System Integration
Software Design & Engineering Services

About The 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.

The 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.

The 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.

Operational Impact

Quicker analysis times: Analysis used to take days, sometimes weeks.
Broader analysis spectrum: Users benefit from evaluations that were previously either extremely difficult or impossible to produce.
Use of analysis for process optimization: The insights gained can be leveraged to improve processes. Changes are instantly visible.
Proactive approach - fewer cancellations, increased customer satisfaction and transparency. Reports are easy to understand and appropriate measures can be proactively introduced.
Changes and enhancements can be made quickly and flexibly, and implemented with a high degree of transparency.

Quantitative Benefit