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Customer Snapshot: Overview

More than 400 million customers in more than 30 countries

Throughout the business transformation they call Evolution Vodafone (EVO), Vodafone Group Plc has partnered with SAP to update and improve business processes. 

Company
Vodafone Group Plc

Revenue
€60 billion

Number of Employees
>100,000

Industry
Telecommunications

Partners

Accenture

Visionary Themes

Run Live, Run Simple

Headquarters
Newbury, United Kingdom

Customer Website
www.vodafone.co.uk/

Line of Business
Finance, Human Resources, Sourcing and Procurement

SAP Solutions
SAP Afaria, SAP Big Data Margin Assurance, SAP BusinessObjects business intelligence (BI) solutions, SAP Business Warehouse, SAP Customer Relationship Management (SAP CRM), SAP ERP, SAP Fraud Management , SAP HANA, SAP MaxAttention, SAP Mobile Platform, SAP NetWeaver Master Data Management, SAP Process Mining by Celonis, SAP Solution Manager, SAP Spend Performance Management, SAP Master Data Governance, SAP Data Services, SAP Information Steward

 

Departments ranging from procurement and human resources, to finance and marketing are saving time and money while improving customer service with powerful, integrated SAP solutions to help Vodafone Run Live.

Partnering with SAP Labs, Vodafone is helping to move SAP HANA forward.

 

One of the largest telecommunication companies in the world.

Customer Snapshot: History

Over 30 Years of Leading the Way in Telecommunications Innovation

Customer Snapshot: Business Model

The Freedom to Work or Play Anywhere

The world’s largest mobile telecommunications company keeps more than 400 million consumer and enterprise customers connected by providing the latest, greatest, and fastest mobile networks and technology, superior services, and an ongoing commitment to their needs.

Customer Snapshot: Success Strategy

The Transformation to One Platform
 

Since 2006, the EVO program has encouraged Vodafone to pursue best practices in every aspect of what it does. Using SAP ERP and associated applications as the single, integrated platform for their business, Vodafone has been able to pinpoint where they spend money, share data across the organization, and implement mobile solutions to improve productivity.

Planning ahead…

 

To stay at the top, you must always think two steps ahead.

The Challenge

Achieving Internal and External Excellence

The focus on best practices prompts Vodafone to continually seek areas for improvement, including coping with the complexity of the data in the market. Month-end closing is a critical process that also happens to be highly visible. The availability of financial information is critical to managers who need it to respond to changing business conditions. Timely information supports timely decision making, so Vodafone set the goal of reducing their month-end closing process.

 

Another goal of Vodafone Group is to maximize savings while minimizing risk. This requires visibility into spending that helps proactively identify savings opportunities and control supplier risk.

Another goal of Vodafone Group is to maximize savings while minimizing risk. This requires visibility into spending that helps proactively identify savings opportunities and control supplier risk.
Another goal of Vodafone Group is to maximize savings while minimizing risk. This requires visibility into spending that helps proactively identify savings opportunities and control supplier risk.
 

Customer churn is another key issue Vodafone sought to address. Since there is no single characteristic that can identify a customer who is likely to change mobile providers, Vodafone Netherlands wanted to figure out a way to make the most of their scarce analytics resources and apply findings to minimize customer turnover.

Automation with full control and accuracy.

 

The biggest benefit…

 

The complexity of the data in the market.

Enter SAP

Trusted Partner and Preferred Supplier

The largest IT transformation in Vodafone’s history began in 2006, when Accenture and SAP collaborated to deliver a single platform for finance, HR, and supply chain across 20 operating companies. Over the years, this has meant addressing considerable challenges of scale and complexity. As Vodafone’s global delivery partner, Accenture has worked side by side with Vodafone to design and deliver the overall solution in all locations.

Several years ago, Vodafone embarked on a journey of three key global implementations:

ERP

 to standardize and globalize core processes

Business Intelligence

360° understanding of procurement expenditures, negotiate better prices, and service with suppliers

Mobility

to empower employees with access to core systems via mobile devices

 

Accenture has focused on maximizing the reuse of assets, making best use of and optimizing Vodafone’s mix of offshore and specialist resources, and deploying a comprehensive suite of tools to achieve high levels of automation. By adopting an industrialized approach, Accenture was able to drive major cost savings and realize the value that Vodafone had set for the program.

Handling the heavy lifting behind the scenes.

 

Constant support throughout the full implementation process.

Enter SAP: The SAP Experience

Technology and Experience to Accelerate Business

SAP, Accenture, and Vodafone have worked closely to deliver meaningful results as part of the EVO program. The SAP HANA implementation was completed within one month-end closing period. SAP Spend Performance Management software has delivered comprehensive reporting and process functionality to power smarter purchasing decisions throughout Vodafone Group. 

 

Vodafone engaged SAP MaxAttention™ services to analyze the underlying technical platform, identify ways to improve stability and performance and improve the system. With the recommendation s made by SAP MaxAttention, Vodafone then implemented all critical improvements, resulting in a highly stable, efficient overall system.

Using this tool like a black box…

 

Innovation Control Center

Better Business

Closing Books and Opening Opportunities

Month-end closing has been improved at Vodafone through a combination of system and process improvements. After implementing SAP HANA, Vodafone cut an entire day out of their closing process.

 

Vodafone had been using SAP Business Warehouse in the data flow, but using the reporting application for operations was a time-consuming process of iterative extract-transform-load (ETL) database cycles. Now that they Run Live with SAP HANA, Vodafone can analyze large amounts of data in local memory, eliminating the need for multiple ETLs.

Vodafone is able to integrate spending data with other key information and keep it within a secure loop of sourcing and spend management that helps identify risks, such as single-supplier dependencies, while helping control spending through accurate information and performance targets.

Analyzing exactly how money is getting spent.

 

For instance, the telecommunications company is profiling winter sports enthusiasts to identify who may be interested in a mobile roaming product that makes it easy for them to use their phones in the mountains.

Speed, ease of use and scalability to add more and more data.

 

Full data set of their customers leads to increased profitability.

Better Business: Benefits

Higher Speed, Lower Cost, Satisfied Workers, Happier Customers
 

To Run Live like this means a 96% reduction in process times, and Vodafone can save approximately €500,000 in labor costs over the next four years. SAP Spend Performance Management is helping Vodafone optimize their spending strategies with features including what-if simulations, which can help the company set and manage higher goals for spend under management.

Closing the knowledge gap.

 

With SAP HANA Margin Assurance, Vodafone now has a granular view of customer profitability with less personnel dedicated to the task, showing exactly how much spend to allocate for each special offer and discount, enabling Vodafone to identify tens of millions of previously unidentified revenue leakage.

In the Moment Data.

The ability to understand granular customer profitability specifically which customers are profitable or unprofitable and why, is a game-changer for our industry. — Thomas Holtmanns, Vodafone Director Finance Operations Central Europe and Global Process Owner Margin Assurance

Better Business: Run Simple

Time on Their Hands Is Money in the Bank

Now in production, the new month-end close process is giving Vodafone greater flexibility than ever. Data extract, transform, and load cycles are 25 times faster, ending the dreaded 16-hour days that workers faced during the old process. Employees are now free to contribute at higher levels, resulting in higher job satisfaction and greater business innovation. Data analysts and business decision makers are also more productive because they have the information they need much sooner.

Modeling that would have taken weeks to produce by a team of statisticians can now be completed in only two days by one or two experienced analysts at Vodafone Netherlands. The analysis can also be presented in formats that can direct the actions of marketers, such as when to contact customers with a certain message, and when not to over-contact customers.

 

As a result, Vodafone was the WINNER for Digital Trailblazer for the SAP HANA Innovation Award in 2016 by harnessing the power of Big Data and the Internet of Things to Run Live for breakthrough results.

More and more quantity created a step change in quality.

Journey Ahead

Promoting the Internal Success Story

Vodafone is now refining its month-end closing process. For example, they have introduced a set of preliminary reports using the SAP HANA data. These reports can provide advance notice of approximate results, allowing stakeholders to prepare accordingly for final results.

 

In addition, Vodafone has several potential plans for broadening the applicability of SAP HANA to their business needs in business functions outside finance. Meanwhile, SAP Spend Performance Management continues to help Vodafone uncover new ways to save money and mitigate risk through consolidated analysis.

Looking ahead to gaining more insight across all aspects of business.

 

Continued support throughout the digital transformation journey.

Now that we have proven the value of SAP HANA, we’re telling the rest of the company that we have a new addition to the analysis tools from SAP that we have been making available for years – one that offers incredible acceleration for any application where speed is important. –Valentina Del Frate, Innovation Manager and SAP HANA Project Manager, Vodafone Group Plc
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