Orange Business transforms global network deployment

The Business Issue

Orange Business is a leading network and digital integrator that employs more than 30,000 people across 166 countries. As the business arm of Orange S.A., they offer digital infrastructure, connectivity, cloud, and cybersecurity services to the B2B market.

Operating in more than 220 countries, Orange Business relies on regional teams spread across different continents, which meant they often struggled with non-standardized, manual processes. Regional teams worked in silos, relying heavily on emails, Excel templates, and SharePoint, which hindered collaboration and efficiency. Managing network deployments across diverse regions with varying needs and legacy systems also presented significant coordination challenges.

Regardless of region, the network deployment processes involved multiple tasks, such as financial approvals, hardware ordering, circuit installation, and configuration – which often happened through manual interventions like emails and Excel templates. The absence of a cohesive workflow tool resulted in unclear task handoffs and dependencies, leading to delays and inefficiencies in project delivery.

Recognizing the challenge this presented, Orange Business embarked on a transformative journey to enhance their network deployment processes.

The Solution

Orange Business used Pega to create a unified and automated workflow tool named Optima (Orange Process Tool Integrated for Management Agility). With it, Orange Business standardized their processes, automating task handoffs and dependencies. This helped in managing complex workflows efficiently and ensuring clear task allocation.

Optima gave them a single workflow automation tool for network deployment across IP and voice provisioning projects that provides real-time visibility into project status – allowing stakeholders to track progress, manage dependencies, and ensure timely delivery. It gives the team worklist visibility and individual work queues, as well as automates handoffs and distribution tasks and provides end-to-end visibility with constant managerial reporting.

Optima integrated with existing legacy systems through APIs, allowing seamless data flow and reducing the need for manual data entry – enhancing user efficiency all around. With Pega's BPM capabilities, Orange Business also automated task handoffs and set up rules for task allocation, reducing manual interventions and ensuring timely task completion.

To top it off, Pega also allows regional variations in workflows – ensuring Orange Business can accommodate specific regional needs while maintaining overall process standardization.

The Results

• 14% improvement in productivity, significantly reducing the cycle time for network deployments.
• 200 users across 13 workgroups brought together in one platform, fostering collaboration.
• Eliminated reliance on emails for task management.
• End-to-end visibility and real-time insights into project statuses.

Watch their in-depth journey in their PegaWorld session.