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October 14, 2011

Telefónica Germany implements Oracle’s service delivery tool

Telefónica can achieve a synchronised product launch process across sales, billing and order fulfillment

By CBR Staff Writer

Telefónica Germany has implemented Oracle Communications Order and Service Management 7.0 to accelerate its service delivery and reduce order fallout.

With this implementation, Telefónica Germany streamlines its processes by unifying order management across its retail and business offerings, combining order capture across multiple channels, streamlining self-service capabilities for corporate, customer value management, customer services, marketing and sales processes.

Telefónica Germany will implement a central order management system to process orders and deliver new products and services to wireless and fixed line customers in bundles which can be easily managed, said the company.

Oracle said its Communications Order and Service Management 7.0 will integrate with Telefónica Germany’s already existing Oracle PeopleSoft Enterprise customer relationship management (CRM), billing and service fulfillment systems to help Telefónica to unify order capture systems across multiple communication channels to enhance the customer experience.

With this implementation, a synchronised product launch process across sales, billing and order fulfillment is provided to Telefónica Germany to provide visibility across the order lifecycle from the moment the order is placed until payment is collected, said Oracle.

The California-based company said its Communications Order and Service Management offerings provide a new paradigm to offer design implementation that decouples offers from fulfillment to minimise the effort, cost and time to create and launch new product bundles and offers that can be sold, captured and delivered across multiple channels.

Telefónica Germany Core Systems Development vice president Bernhard Bahne said inheriting multiple disparate infrastructures and processes as a result of Telefónica’S recent merger led to systems that challenged the company’s ability to quickly fulfill orders and bring new services to market.

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"Oracle Communications’ offerings will help us provide our customers with a range of differentiated and commercially competitive service bundles in a faster, more efficient manner," said Bahne.

Oracle Communications products vice-president Liam Maxwell said when streamlining business processes, reducing costs and revenue loss and meeting service level agreements, many operators overlook their offer design and order delivery processes.

"Using Oracle Communications Order and Service Management 7.0, Telefónica Germany will address all of these issues with one straightforward implementation,"

"We look forward to continuing our work with Telefónica as it completes its implementation in Germany and introduces Oracle Communications Order and Service Management 7.0 to its other operations around the world," said Maxwell.

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