Software AG > Case Studies > Securing the Future of Telecommunications

Securing the Future of Telecommunications

Customer Company Size

Large Corporate

Region

Middle East

Product

ARIS
webMethods
Alfabet
Digital Business Platform

Tech Stack

Process Transformation & Management
Process Automation
Low-Code App Development
Hybrid Integration
Master Data Management

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements
Customer Satisfaction
Digital Expertise

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Telecommunications

Applicable Functions

Business Operation
Sales & Marketing

Use Cases

Process Control & Optimization
Public Transportation Management
Real-Time Location System (RTLS)

Services

Cloud Planning, Design & Implementation Services
Data Science Services
System Integration

About The Customer

The customer is a leading Middle Eastern telecommunications company that offers fixed, mobile, data products, and business-sector services over one of the region’s most advanced telecommunications networks. The company has a presence in 12 countries of the Middle East, Southeast Asia, and North Africa through various investments and shareholding companies. It has 20,000 employees who serve more than 150 million subscribers and generated more than $13 billion in 2017. The company measures success by how digitalization benefits its customers and its technology connects the world. For more than 20 years, the company has been part of a revolution in human communication.

The Challenge

The telecommunications company, despite its success and growth, faced several challenges. The rapid growth at home and abroad resulted in a patchwork of loosely connected subsidiaries and thousands of internal and external processes to manage. Some processes were partially automated, while others relied on manual, sometimes paper-based steps. Technology costs were rising, and redundant technology and applications were impacting operating expenditures. The company lacked visibility into use or users, making it impossible to rationalize applications, standardize technologies, or calculate change impacts. A unified, digital approach to business process management was needed, capable of modeling all business processes and interactions between Customer Relationship Management and Billing.

The Solution

The company called on long-time partner Software AG and its Global Consulting Services to help with its digital transformation. The company implemented Software AG's Digital Business Platform, which includes ARIS for process transformation and management, webMethods for process automation, low-code app development, hybrid integration, and master data management, and Alfabet for portfolio management and enterprise architecture. With webMethods, execution has been added to planning and with the expanded DBP footprint in place, the telecommunications company is delivering more efficient customer-centric processes within a unified environment. ARIS has given it complete process visibility by referencing application capabilities, landscapes, and redundancies. Most importantly, it has helped align capabilities to business strategy. Now the company can improve and automate processes while holistically managing its technology investments.

Operational Impact