INDEX

1. INTRODUCTION OF VODAFONE. 2
2. ERP PROCESSES IN VODAFONE

2.2

2.3

2.4

Value enhancement..9

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

Benefits..10

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

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2.1

Vodafone
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).

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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.

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.

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.

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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.

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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.

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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

Optimizing Software and Processes

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.

Benefits
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

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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.

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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

Investment protection and long-term feasibility guaranteed

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

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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

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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:

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.

10

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

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

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.

11

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

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