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2.1 2.2 2.3 2.4 Using SAP MaxAttention to safeguard The Global rollout of SAP ERP.. 4 Making the Case for SAP MaxAttention Services. 4 The Value of On-Demand Expertise.... 5 Optimizing Software and Processes 5 Collaborating with SAP to Establish a Customer Center of Expertise 6 Benefits.. 6 Optimizing customer service using Esker DeliveryWare... 7 One-stop shop: From innovative fax management7 Investment protection and long-term feasibility guaranteed........................................................................ 8 Enabling Business Transformation at Vodafone with SAP What is EVO.... 8
Value enhancement..9

Vodafone Enterprise CentralA new level of visibility and control..10 Benefits..10


INTRODUCTION Vodafone, the British mobile company that entered India after buying Hutchs share and by creating Vodafone Essar in July 2007, has embarked on a major rebranding exercise in the country. The history of Indian mobile industry is not very old, not to mention the industry as a whole in itself is very new to the whole world. Telephones have been serving mankind for quite a long now and can boast of the worlds largest redundant legacy system. Thousands of miles of underground cables run through oceans to connect all the continents. Telecommunication industry as a whole has not seen a major revolution for a long time with the exception of a few new innovations in the type of services and call rated. The advent of wireless communication has brought about a slew of path breaking technological advancements in the way people use and see telephones. From being equipment kept on the side table for talking, it has walked to occupy every persons pocket for all his information needs. Furthermore, the revolution has not ceased and it promises to bring even more of comfort and connectivity while on the move. Recognizing the crucial role that can be played by the telecommunication sector in Indias development, the Government of India in 1999 initiated a number of changes in the telecommunication and regulatory and policy framework. Through these the Government hoped to facilitate an increase in telecommunication penetration, which stood at 1.3% in 1995. The reforms, with an eye on a telecommunication penetration of 15% by 2010, resulted in a flurry of private operators entering the market breaking the monopoly of the incumbent operator Bharat Sanchar Nigam Limited (BSNL). Indias 1.1 billion populations currently boast a mobile telephone penetration rate of just 13 per cent. But it is growing by more than six million subscribers every month, making it the fastest growing market in the world and the focus of the industry. At the start of the decade, India was pretty much a telecom backwater. But now, Indias tele-density has grown by about 100 per cent to 17.16 per cent over the past two years. Last year it actually grew at a faster rate than China for the first time in new mobile phone connections.


Even as the mobile telephony market in India is booming, the number of fixed line telephone subscribers dropped, suggesting that first-time users of telephones are opting for mobile phones. The number of fixed line subscribers was down to 40.43 million in December as compared to 48.43 million a year ago. Mobile penetration in India is growing rapidly and it is becoming increasingly rare to see anyone without a 'hand-phone' as they are known, whereas growth of internet access at home is much slower. Rather than listing a web address, many billboard ads offer an SMS short-code which people can text to get more information. There are expected to be somewhere around 200 million subscribers by the end of the year, with around six million customers being added every month, so the Indian market is certainly a growth one, with increased mobile internet access expected to push up average revenues per user. Although the average Indian mobile user remains cost-conscious because of low-income living and huge size of mobile subscriber in India uses only SMS or voice services; new and more multifunctional handset with features like cameras, FM radio and mobile video. Also, India is the largest untapped market where the 20% of the total world's population lives. The Indian telecom industry recently witnessed its biggest deal - Vodafone bidding for 67% stake in Hutch-Essar. About Vodafone Vodafone is the world's leading international mobile communications company. It presently has operations in 25 countries across 5 continents and 40 partner networks with over 200 million customers worldwide. Vodafone has partnered with the Essar Group as its principal joint venture partner for the Indian market. The Essar Group is a diversified business corporation with interests spanning the manufacturing and service sectors like Steel, Energy, Power, Communications, Shipping & Logistics and Construction. The Group has an asset base of over Rs.400 billion and employs over 20,000 people.


Using SAP MaxAttention to safeguard The Global rollout of SAP ERP

Vodafone is the worlds leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, the Asia-Pacific region, and the United States. In 2006 we embarked on a global business transformation initiative to unify operations and centralize procurement, states Marcus Cotes, head of global enterprise resource planning (ERP) at Vodafone. To support our strategy, we needed a single, glob instance of the SAP ERP application. We relied on SAP MaxAttention services to safeguard our global ERP rollout and minimize risk.

Making the Case for SAP MaxAttention Services

Operationalizing this business transformation initiative would require embarking on a complex, large-scale, global soft-ware deployment with an aggressive deadline something that the Vodafone ERP department had never done before. We assigned significant resources within Vodafone to work on this project and invest in expertise for system integration, explains Cotes. Given the size, scope, and integration requirements of the project, and the significant investment involved from an IT perspective, we needed to minimize our risk profile while at the same time set up an end-to-end support model that would allow the systems to be operated efficiently. To address this need, Cotes chose to combine SAP MaxAttention and SAP Product support for large enterprises services, giving Vodafone a comprehensive level of customer care. Through a long term, collaborative partnership, the dedicated SAP MaxAttention team tailored support services to address Vodafones unique needs. Services included on-site expertise for immediate response and continuous optimization; strategic engagements for ongoing co-innovation throughout the project; and sustained, executive level communications based on a jointly determined balanced scorecard that tracks engagement progress.


The Value of On-Demand Expertise

In the course of the implementation, Vodafone learned the value of having the right experts available at the right time. During the rollout in Germany, for example, the team needed help solving some performance issues. It leveraged an expert-on-demand service from SAP MaxAttention, whereby a team of senior experts was flown in to resolve technical issues. The team did an expert job in addressing the issues quickly, says Cotes. Near the end of the rollout in Germany, the implementation team fore-saw unavoidable delays, so it brought in the SAP MaxAttention team to provide a high-profile, on-site war room service. We engaged in an intense problems solving process over a four-week period with a senior consultant from SAP, explains Cotes. He analyzed the work to date and worked with the team to come up with every possible recommendation to overcome the challenges. For example, they detected 29 performance issues and provided recommendations to address them. on another occasion, one of the recommendations reduced the processing time from 10 minutes to 10 seconds during data extraction from SAP ERP to business intelligence tools a significant improvement. In the end, Vodafone was able to avoid costly project delays. The SAP MaxAttention team also played a vital role in keeping track of the multiple vendors involved. Cotes adds, it was very reassuring that the SAP MaxAttention team quickly highlighted areas where we were not following best practices.

Optimizing Software and Processes

The SAP team also advised Vodafone on ways to get the most out of its SAP ERP application. For example, before the rollout of the solution to a new country, the SAP MaxAttention team performed a technical integration check. The consultants looked at the implemented system from a business perspective, analyzed the system setup, and recommended changes that were prioritized as high, medium, and low. Each report included 10 to 20 recommendations, which we acted on so that the final production environment for SAP ERP could handle real-world workloads. As each country-specific rollout was completed, the SAP MaxAttention team We think of SAP as our independent, trusted advisor and one of the key reasons for that is because of the value provided by the SAP MaxAttention team. Also advised Vodafone on how to use the SAP solution Manager Application management solution to optimize and manage its new SAP ERP solution. Based on their advice, we began leveraging functionality for root cause analysis, business process


monitoring, documentation management, change request management, and more, adds Cotes.

Collaborating with SAP to Establish a Customer Center of Expertise

Vodafone is collaborating with the SAP team to establish shared IT operations services centers and plans to earn the advanced certification as a Customer Center of expertise location an accreditation shared by only a few companies worldwide. We wouldnt have known about or achieved this certification without the help of the SAP MaxAttention team, explains Cotes. Were implementing best practices supported by SAP to optimize the effectiveness of our IT operations organization, processes, and tool sets to run a global SAP enterprise software system across many countries.

ROI realization within 2 years of the SAP ERP rollout Establishment of an award-winning Customer Center of expertise location, lowering operational costs Successful, centralized management and coordination of a global team of system integrators and other resources for effective cost and scope control Significant performance improvements, including reducing processing time from 10 minutes to 10 seconds during data extraction from SAP ERP to business intelligence tools.


Optimizing customer service using Esker DeliveryWare

Far in excess of 300,000 faxes are received and sent per month by Vodafone throughout Germany. In order to manage this high fax volume, the leading telecommunications provider is completely renewing its fax infrastructure, which was previously not very straightforward. A solution now in use is Esker DeliveryWare, a powerful technology platform for the automation of central document processes. Esker DeliveryWare is helping Vodafone to take steps to future growth: the first step is automated incoming document processing for 14 million incoming documents annually. One-stop shop: From innovative fax management To automated incoming document processing In particular, Sales, Marketing and Customer Service depend heavily on a well-functioning, powerful fax infrastructure, explained Michael Grossmann, project manager at Vodafone. Here, we have needed desperately to completely update our heterogeneous fax system landscape, and to optimize document processes overall. The goal was to increase productivity and efficiency of employees, reduce costs and shorten processing times by optimizing the document workflow. For about 300,000 faxes received or sent per month by Vodafone, this is an important topic. Michael Grossmann: From 2005 on, we have been looking for a strong partner to support us in implementing a failsafe fax service throughout Germany. Three providers made it to the short list after Vodafones evaluation phase A deciding factor in our decision was, for one thing, for the solution to meet our technical requirements. For another, the price-performance ratio had to be right. Esker convinced us in all respects. Investment protection and long-term feasibility guaranteed
Associated with the large number of new contracts per day are many hundreds of thousands of faxes per month which must be reliably delivered for contractual reasons around the clock. Sales then send contracts, change notifications, and reports to customers again via fax. In addition, Marketing can deliver detailed product information and flyers. Through Esker DeliveryWare, Esker provides a powerful technology platform for the automation of central document processes in the company. These platforms offers much more than just fax functionality. The solution is based on the patented DeliveryWare Rules Engine technology from Esker, for the automated recognition and extraction of specific file content. It intelligently combines the processing of incoming and outgoing documents directly into and out of ERP systems, as well as other company applications, in any arbitrary format as a fax, email or in paper form. Esker DeliveryWare recognizes the type of document that is being


dealt with, automatically extracts all relevant data at the input side, and formats and converts the data on the output side according to type. In addition, it decides how the document is to be a distributed based on rule defined ahead of time. Thus, unstructured data can be converted to file formats such as HTML, XML, PDF, TIFF or text, and can also be tailored according to the respective corporate design, with associated company address, logo, and graphics.

Enabling Business Transformation at Vodafone with SAP

What is EVO? Vodafones largest ever global business transformation programed, driving EVOlution through our world-wide business EVO is implementing a new integrated operating model, supported by a single ERP system across Finance, Supply Chain and Human Resources

Value enhancement A key component of Vodafones business strategy EVO enables Vodafone to: Operate on a global basis with common systems and processes Establish an efficient and cost effective back office operation Maximize its buying power by facilitating purchasing on a global scale Lower transaction costs and in turn generate additional free


Shared Service Centre Business Processes

Operational Demand Planning Budgeting and Planning Sourcing Strategy and Change Vendor Management Warehouse and Stock Management Fulfillment Treasury and Cash Management Order to Cash Tax Continuous Process Improvement and many more.

Vodafone Enterprise Central- A new level of visibility and control Vodafone Enterprise Central is a web based tool designed to help you manage your global mobile fleet - providing a single point of access to:

Your latest billing and spend information (Spend Manager solutions) Alerts, notifications and vital updates to the services Vodafone provide Your Vodafone Global Enterprise contacts locally, regionally, and globally Benefits A single place to manage your company's mobile services Simplicity and consistency of service across geographies Time efficiencies through having all Vodafone Global Enterprise services in one place Clear, simple, globally consistent reporting Device Manager Manage your global mobile fleet easily and effectively Device Manager is a sophisticated online service for global businesses that need to fully understand, manage and control the mobile devices they have, ensuring that they are secure and conform to corporate policies. Device Manager provides a cost effective solution that enables your IT department to:

Remotely manage your mobile devices over the air (OTA) Audit device contents Keep the device up to date Install new applications or remove unwanted programs Configure email accounts Lock the device remotely and erase all user data if it is lost or stolen Secure devices with local password protection and data encryption on the device Set Corporate policies Carrier and manufacturer independent, Device Manager operates on all Vodafone networks and supports mobile devices using the dominant smart phone operating systems.



Benefits Device Manager gives you complete central control of your device fleet. It allows you to:

Reduce the cost and complexity of managing your mobile devices Monitor all your mobile devices 24/7 Install software and applications remotely to thousands of users within minutes anywhere in the world Query devices over the air and effectively diagnose and resolve issues Ensure all devices are totally secure and that only the latest software and applications are used How it works A text message is sent by your IT help desk to the mobile device to download the client software. After the download you have complete control of the device. Your IT help desk will have secure online access to the Device Manager portal where they can view, interrogate and remotely control each of your organizations mobile devices. There are different support roles on the portal, allowing various levels of access to different users within the support team. No additional hardware or software is required. Users simply install the client software on the mobile device over the air so it can then be monitored and controlled remotely by your own IT help desk. You simply pay a small fee per user per month. If your employees experience an issue on their mobile device, Device Manager enables you to query the device over the air and effectively diagnose and resolve issues. You can enable or disable phone functions such as cameras and Bluetooth according to your company policies. If a mobile device containing confidential information is misplaced, it can be remotely locked anywhere in the world at any time of the day. If the device is lost, the contents can be completely erased. You will also be able to take the settings from one device and deploy to another or create a standard application suite for similar devices and deploy it simultaneously to thousands of users within minutes.