Results at a glance
ffThe first automation project activated mobile customer accounts end-to-end — subscriber qualification, SIM activation, billing links, and more — in a fraction of the time the manual process took.
2-3
Automated processes generated per new customer
The situation
VOO was preparing to launch mobile alongside its existing TV, internet, and fixed-line services. The subscription process was manual, hard to monitor, and slow to reveal where things broke down in the customer journey. Billing lived in SAP. Service management lived elsewhere. Customers expected one seamless experience across mobile, internet, and in-store — but the systems behind it were disconnected.
What Changed
Bonita now orchestrates the full activation process — subscriber qualification, automated mail, voicemail setup, SIM card activation, phone number registration, and billing links — as one connected flow instead of scattered manual steps.
How it came together
VOO worked with Bonitasoft's professional services team to deploy the first major automation project: activating mobile customer accounts. Despite complex constraints, it took only a few months to launch. With around 200 new mobile customers a day, each triggering two to three full processes, the efficiency gains were immediate. The success led to further deployments — including an automated process for replacing faulty internet boxes and modems that eliminated the need to send a technician on-site.
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In their words
"Being a Quadruple Play telecom operator, our business processes are many and complex, so deploying Bonita BPM across our information system proved to be vital. Today we offer a better experience to our customers, while reducing our operational costs and benefiting from a system architecture that is simpler to adapt."
Erik Lamal, VP of IT
VOO
