Case Study

Telefónica: 20 Years of Ad-hoc Reporting with Serviceware

Challenges

Reliable, consistent data across departments
Need for fast ad-hoc reporting in two areas
Flexibility required for IT and business units

Results

Self-service analyses an ad-hoc reporting capability
Create individual views and customized reports
Departments can maintain their own applications internally

Initial Situation

Serviceware (formerly cubus) and Telefónica Germany share a long history. It began in 2003 with the implementation of a planning solution in the controlling department of E-Plus. As part of the restructuring process following the acquisition of the E-Plus Group in 2014, the old applications were retired and the tools were also put to the test. However, two units of Telefónica did not want to pass on Serviceware's ad-hoc reporting: the Digital & Data Competence Center (DDC) and the controlling department. The long-standing partnership is one of the main characteristics for the good and close cooperation between Telefónica and Serviceware.

“The customer is the focus of the Serviceware Performance team and you can feel that.”

Frank Schwellnus

Senior Developer Digital & Data Competence Center at Telefónica Germany GmbH & Co. OHG

Project

Serviceware Performance AL for BI and Controlling

At first glance, the two use cases seem very different: On the one hand, the DDC with its reporting hub comprising all report-relevant data, which is maintained by IT experts; on the other hand, controlling with specialist applications developed and supported by the users themselves. But when it comes to evaluation, both user groups benefit from the same advantages:

Consistent, reliable and up-to-date data
Lightning-fast answers to your questions
Direct follow-up on anomalies and exceptions (drill-down, slice-and-dice, etc.)
Comprehensive visualization and analysis capabilities with dashboards, what-if scenarios, target/actual comparisons, and more
Notes and comments for traceable, transparent decisions

Results

Self-service analyses and ad-hoc reporting
Create individual views and customized reports
Departments can maintain their own applications internally

Collaboration

Support as a success factor

As long-time users of Serviceware Performance, Telefónica employees naturally know their way around. But when the need arises, they are always happy to call on the support of Serviceware Support. Its commitment knows virtually no bounds when it comes to solving a problem. Over the years, this has created a relationship of trust that gives the DDC and Controlling teams the certainty that their requirements and wishes always fall on Serviceware's open ears.