Celonis and SFR announce partnership to enhance Fiber Customer Connection Processes from Order to Service Activation

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Celonis, the global leader in Process Mining, and SFR, the 2nd largest telecom provider in France, announce a partnership aimed at leveraging Celonis' Process Intelligence platform to enhance SFR customers' satisfaction and optimize the fiber connection process.

SFR has chosen Celonis to accelerate the fiber-optic connection process for its customers in France. The Celonis Process Intelligence platform, which uses object-centric process mining and AI, is already used by many global telecom players and enables the end-to-end visualization of business processes and identification of process gaps that lead to increased costs and customer dissatisfaction.

Celonis will provide SFR with its latest innovations in process optimization and automation, specifically targeting the fiber connection process. The Celonis solution integrates data from multiple information systems to create a comprehensive view of business operations. By analyzing the data, it identifies inefficiencies and empowers teams to correct them.

Recognized as "Customer Service of the Year" in both 2023 and 2024, SFR aims to build on this success by using the Celonis platform to continuously improve its services, offering an end-to-end view of the subscriber journey.

Fadi Naffah, Managing Director for France, Middle East and Africa, Celonis: “We are particularly proud to collaborate with Altice France - SFR to help them accelerate their digital transformation. Our solution is designed to support Altice France – SFR in achieving a bold transformation in response to increased competitive pressure over the past few years.”
Eric Pradeau, Executive Vice President, Consumer Goods, SFR added: "SFR has always been on the lookout for innovative technologies that ensure the quality of our services. This quality is a priority for us, and the technology provided by Celonis supports SFR's teams in achieving operational excellence."

About Celonis

Since 2011, Celonis has helped thousands of the world’s largest and most esteemed companies yield immediate cash impact, radically improve customer experience, and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organization has a common language for how the business runs, visibility into where value is hiding, and the ability to capture it. Celonis is headquartered in Munich, Germany and New York City, USA with more than 20 offices worldwide.