Vodafone Global Enterprise Service Center (GESC) case study
Customer Profile:
Vodafone Global Enterprise (VGE) is Vodafone's specialist enterprise communications
organization that delivers managed communications service to global enterprise businesses.
Business Need:
VGE wanted to reduce cost, to cater for growth and scope increase, efficient operations
and to tap onto a wide pool of multilingual skilled resources to operate its Global
Enterprise Service Center (GESC). By Aug.2006, VGE decided to relocate GESC to Egypt
under Vodafone International Services’ (VIS) Management.
The Solution:
- - VIS reformed GESC operations to ensure organized, efficient and world class experience
to VGE’s enterprise customers
- - Strictly managed a tight transition plan to ensure seamless and speedy switching
of the operations from Ireland to Egypt with ZERO service interruptions. A sophisticated
SLA matrix was deployed to cater for VGE’s diversified customers and footprint
- - Grew the services’ scope from a couple of services with semi-automated processes
to include service requests, central ordering, global MIS reporting, incident &
problem management, inventory management, SLA management, solutions support, and
due diligence management. Ramp up always in line with VGE’s business growth and
demonstrates VIS’s flexibility and scalability in accessing a large pool of talent
- - The service desk is run by highly motivated, skilled, multilingual agents operating
on 24x7 bases
Key Customer Benefits
- - Tripled the countries integrated with GESC to 50+
- - Scalability growth by +500%
- - Cost Reduction by 50%
- - Multi-skilled and multilingual agents “10 languages and 10 skills”
- - Supported VGE to win the “Best Mobile Enterprise Service” at Global Mobile Awards
2009 in Barcelona
Customer Testimonial:
VIS German account demonstrated superb performance & competed along with Estonia
& Hungary and was able to exceed expectations within only 4 months old operation
to the extent that it has been awarded by VF-Germany as Best Off-Shoring Center
for the Best Quality & Customer Satisfaction results across all VF-Germany outsourced
service providers.