Since embarking on the digital transformation journey, Vodafone has seen benefits across the board. “Through the exploitation of digital technologies, we’ve defined a new way of working to deliver value in an agile way,” says Chris. “We’re empowering our agents to serve customers better, helping significantly lower our cost to serve, whilst driving up customer satisfaction.” With a more digital workplace, technology and human interaction has been blended, allowing agents to work as problem solvers for more in-depth issues. “When a customer has a complex or urgent issue, they can still contact us,” explains Chris. “But we’ve freed up agents’ time from just typing into the system, to helping customers with more complicated issues.” This means agents can get closer to customers, and improve resolution times. In fact, since transitioning the first multi-national customers to EVE in December 2016, there has been a 54% improvement in First Contact Resolution. Despite the significant level of change, contractual Service Level Agreement (SLA) performance, has also remained at 100%. “Not only are customers saying the service has got better,” adds Kerry. “But they are also saying that we’ve got the professional credibility to go in and advise them, and consult on how to go through that journey we have just gone through.”
The impact of the project has been recognised through numerous external accolades, including the coveted IDC Digital Transformation Awards, who celebrated the successful planning and execution of the project by awarding Vodafone Business the Digital Transformer of the year 2017 award. “As a team, we’re very proud of the external recognition,” says Kerry. “Not only do we know that the strategy is right, but that the depth and quality of what we are doing is being recognised.” “The future remains exciting,” concludes Chris. “We’ve got more to do, but we’ve got the platform to realise a clear service differentiation in our products and services to our customers.”
Around the globe, our network reaches 184 countries.
We provide the underlying transport network, the virtual overlay, and the platform to prioritise everything.