Mission-critical modernization of Siebel CRM with the Cloud for one of the Worlds' Leading Telecommunications providers

Vodafone is a multinational tech communications company with operations in over 25 countries. As one of the world’s leading providers of mobile, fixed, and broadband services, Vodafone serves hundreds of millions of customers globally. In the United Kingdom, Vodafone supports approximately 18.9 million subscribers and is a key player in delivering innovative digital solutions across highly competitive and regulated markets.

At the core of Vodafone's recent transformation is to build a robust ecosystem built on industry-leading technologies, designed to support millions of subscribers and underpin significant annual revenue. This transformational upgrade not only represents a major achievement but also lays the foundation for ongoing innovation and future growth.

Vodafone identified OCI, particularly through the Dedicated Region Cloud@Customer (DRCC) model, as providing superior performance, enhanced security, and cost efficiencies that aligned perfectly with their modernization goals.

The migration to OCI highlighted the importance of early resource provisioning, effective capacity planning, and adopting cloud-native technologies like Kubernetes for container orchestration. These practices not only reduced business disruption during the migration but also significantly bolstered overall system resilience and operational agility

Vodafone uses Oracle Siebel CRM as its core CRM and order management application for all customer types. It features a large-scale Siebel CRM deployment with over 8 TB of data. In addition to their extensive Siebel CRM deployment, they run a full range of OCI services in Vodafone data centers, maintaining data residency across 21 operating countries.

To remain competitive, offer innovative products more rapidly, and reduce operational costs and IT expenses, they adopted a largely out-of-the-box solution, including Siebel CRM. As part of the transformation they performed a complete re-architecture of their IT systems to support cross-channel operations (pre-pay, post-pay, and fixed).

Oracle Platform:

• Mission-critical modernization of Siebel CRM - upgraded from version 15.18 to 23.12.
• Oracle Cloud Infrastructure (OCI) with Dedicated Region Cloud@Customer (DRCC)
• Oracle Kubernetes Engine (OKE) for container orchestration.
• Oracle GoldenGate for data replication, transformation, and migration.
• Comprehensive Oracle management, sizing, and security solutions.

Key Benefits related to Siebel CRM:

Platform Capacity: The upgraded Siebel platform supports 9,000 concurrent users, ensuring robust performance even during peak demand.

Increased Transaction Throughput: The modernized system processes 200,000 orders per day on a 100 TB database, significantly boosting operational efficiency.

Largest Customer: Deployment of Siebel CRM running on Kubernetes worldwide.

Accelerated Deployment and Update Cycles: With the Siebel platform now running on OKE, deployment and update rollout times have been reduced enabling faster delivery of enhancements and system updates.

Improved Performance and Scalability: Modernization on OKE has led to an improvement in processing speeds compared to legacy systems, ensuring that the platform can efficiently manage increased workloads.

Enhanced System Reliability and Reduced Downtime: Transitioning to a containerized environment on OKE has significantly reduced maintenance windows, resulting in improved system uptime and a more stable, reliable service experience.

ROI:

• Centralized single view of the customer and a single bill.
• 38M orders processed per month.
• 95% of PAYG and 92% of PAYM orders processed within 5 minutes.
• Increased Net Promoter Score by 10 points.
• Reduced Average handle time (AHT) to 194 seconds.

Read the Vodafone case study.

• Vodafone are a recognised Solution Innovator and an Oracle Customer Reference.