Vodafone Australia case study
Customer Profile:
Vodafone Australia (VF-AU) is the only globally branded mobile network in Australia
and the second largest mobile in their market.
Business Need:
With a customer base that continues to grow in a competitive saturated market, VF-AU
needed to reduce their expenses and potentially improve their customer services
quality. As a result, VF-AU decided to outsource their support services to a reliable
ally that can fully support them on this initiative, which lead to a strategic partnership
with Vodafone International Services (VIS).
The Solution:
- - VIS provided a 3rd line support team of highly motivated, certified and experienced
engineers/computer science graduates
- - On a 12x7 basis this team helps resolve both global and customer specific complaints
for a range of data products including Mobile broadband, Blackberry and Microsoft
Push Email services
- - Support sales team and provide step-by-step guidance and training to IT administrators
of enterprise customers to successfully install and setup their new BB enterprise
servers
- - Full ownership of problems until resolution, from the investigation phase until
escalating and following up on vendors, while enforcing agreed SLA’s along the entire
cycle
- - Deep technical hands-on experience, industry standard certifications in Microsoft,
Lotus, and Blackberry products, team’s courtesy and dedication to customer service
resulted in high customer satisfaction repeatedly captured in customers’ surveys
- - During this 4-year long relationship, a unique partnership evolved between VF-AU
and VIS based on trust, transparency and willingness to share information and best
practices. An example of that is VIS’s continuous effort to transfer knowledge to
the preceding line of support, which paid off with an increased 1st call resolution
ratio.
Key Customer Benefits
- - 25% above target in customer satisfaction levels turning VF-AU customers into
raving fans of its services
- - Increased 1st call resolution % due to empowering 2nd line of support
- - ~10% reduction in customers’ escalations
- - ~40% savings in operational cost