Sunday, 17 December 2017

O2 Business enhances order capture, fulfilment process with CloudSense

CloudSense
Friday 31 August 12

With 22 million customers, O2 is one of the UK’s leading providers of communication services.O2 UK provides services to consumers, small and medium businesses and public sector organisations right up to enterprise customers including some of the world’s largest and most respected companies. O2 is proud of its mobile heritage, but today mobile is just one part of its offering. O2 UK now provides an extensive range of fixed and mobile, voice and data communications services and it has entered a number of new markets including ehealth, mobile wallet, IT services and media on your mobile. O2 Business is evolving and transforming within the market in which it operates. The organisation’s innovative strategy, Joined-up Business (JUB), is centred on helping British businesses get the most out of their ICT…

With 22 million customers, O2 is one of the UK’s leading providers of communication services.O2 UK provides services to consumers, small and medium businesses and public sector organisations right up to enterprise customers including some of the world’s largest and most respected companies. O2 is proud of its mobile heritage, but today mobile is just one part of its offering. O2 UK now provides an extensive range of fixed and mobile, voice and data communications services and it has entered a number of new markets including ehealth, mobile wallet, IT services and media on your mobile.

O2 Business is evolving and transforming within the market in which it operates. The organisation’s innovative strategy, Joined-up Business (JUB), is centred on helping British businesses get the most out of their ICT. Joined up Business is about joining up customers’ communications, their IT, people and companies to customers. The Joined up Business strategy, along with the evolving and changing needs of its customers, is the catalyst for O2 Business to drive change from within to further improve its market leading customer experience whilst driving out costs within its core operating model.

The company decided to develop a multi-channel, multi-product sales and service platform to underpin its vision and plans. CloudSense is helping O2 Business with market-leading capability and expertise to help build a new sales and service platform that will enable O2 to join up with its customers, channels, employees and partners.

Ricky Mortimer, E-Enablement Programme Manager at O2 Business, explains, “We want to encourage fresh thinking and new possibilities for our company and were therefore looking for a technology solution that would support us on that journey. Fast-changing technology presents new opportunities but it also means fresh business challenges, such as streamlining and speeding up our processes, making the most of our IT infrastructure and handling ever-growing amounts of data while controlling costs and maintaining service levels.”

“Rising to these challenges means that we needed to eliminate manual processes to improve efficiency and better connect customers with staff to create a joined-up social enterprise. We knew that, if we could achieve these objectives, we could significantly speed up our time-to-market for new products and services while also enhancing our responsiveness to customers and the market. We also believe as a company that if we can implement these kinds of changes in our business, we can learn and pass on this experience and expertise to our customers.”

Following a highly competitive selection process, O2 Business turned to CloudSense running on Salesforce for three key reasons. First, the company demonstrated innovation both in its engagement model and the solutions it offered, showing that it could support O2’s business goals. Second, a cloud computing based model best reflected the company’s Joined up Business strategy while reducing development costs and time-to-market. Finally, CloudSense demonstrated that it could open up new opportunities to accelerate innovation and unique go-to-market propositions for O2 UK.

Mortimer explains the selection process, “CloudSense was the only vendor which would allow us to run a 100 per cent native Salesforce environment and had a compatible business culture. CloudSense proved early on that it is the sort of company that would fit well with our business, not least because the team was immediately willing to co-locate resources. CloudSense demonstrated the agility and business focus we required so it was an easy decision.”

The deployment saw CloudSense integrate its Order Management stack into the Salesforce platform. Including applications such as CS ClickApprove, CS Configurator and CS Orchestrator, the solution was designed to help O2 Business extend its lead prospect capabilities to include its product catalogue, Order Management and its price and quoting engine. With the CloudSense stack, O2 Business can now carry out electronic approval for contracts and enable end-to-end fulfilment through the cloud.

The CloudSense solution has enabled O2 Business to improve efficiency of its core operating model and business processes. This has helped the organisation to automate its sales to cash process, reducing the lead-to-cash sales cycle with a higher degree of accuracy. The solution has helped the company to create an improved online shopping experience for customers and extend capabilities to partners by allowing them to order new services and make changes. Giving its partners the best tools available means they can develop a compelling service offering in line with the O2 UK brand promise.

CloudSense now enables O2 Business to create new platforms for its customers. When the company ran a campaign to encourage customers coming to the end of their contracts to change tariffs, for example, the CloudSense Order Management solution allowed them to create and launch the platform quickly and at lower cost in comparison to similar sized projects that would have followed a more traditional development approach.

Mortimer explains, “As our customers evolve and change their buying and service expectations, we have been able to increase our responsiveness and provide a better online experience as a result of the implementation. CloudSense has enabled us to manage additional complexity effectively and get more out of infrastructure, enhancing the customer experience in a way that means that the organisation is able to grow profitably. At the same time the solution has enabled O2 Business to drive out cost from its core business processes.”

Looking to the future, O2 Business plans to launch more capabilities and add more process automation as the business continues to grow and diversify its product and service offering. As Mortimer explains, “This is perhaps the biggest benefit of the CloudSense solution – it enables us to add more capabilities as and when we want to. This means that we can ensure our order processes keep pace as we evolve as a business. For us this is essential as it means we will be able to keep finding operational efficiencies well into the future as we grow. With CloudSense, we know we can keep our focus on the business, knowing that the right technology platform is in place to support any changes we make.”


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