VOIS New Hubs Expansion Enablement

CARE

01 Dec, 2023

Business

OnlinePlatform

Self-ServicePlatform

Automation

Order Assurance

Market

Global

SERVICE LINE

Business

IMPLEMENTATION PERIOD

2023

KEYWORDS

Self-Service Platform, Order Assurance Journey, On-demand Integrated Inventory

SPIRIT BEHAVIOURS

Earn Customer loyalty; Create the Future.

We created new hubs in Albania and Malaga, making them a place for new skill profiles. We established a trading model, processes, operations, and new EVO company codes. We created brand-new companies in new geographies while establishing and constructing building blocks that will continue to unlock immense potential in the coming years.

Challenges and Solutions

Challenges

To empower the Vodafone group, enable two new hubs in Albania and Malaga (Spain) to be home to new skill profiles under the expanding global VOIS umbrella.

Solutions

We created two new companies in new geographies and new company codes in EVO and established a trading model and relevant financial processes to enable operations.

Value and Impact

Created new business opportunities.

€50m

Unlocked €50m potential value.

Contributed to global VOIS umbrella.

Implementing STS Project, Prepay Service Line

In January 2023, we partnered with Vodafone UK and implemented the Sales Through Service (STS) project. We empowered our team to address customer needs while promoting sales growth. Our front liners delivered exceptional service and converted successful prospects into satisfied customers. We resolved customer queries with additional benefits such as improved customer experience, revenue generation for the business, and personal empowerment for the agents.

CARE

| 01 Dec, 2023

VBOL

We developed an online platform for our customers and back-office team, an automated order assurance journey, and an integrated inventory view. This cloud-based platform supported continuous improvement through an agile delivery model.

CARE

| 01 Dec, 2023

Complaint Reduction

In 2022, we changed the outdated Feedback Loop (FBL) process and the complaints management system. We introduced a new and leading complaints process to instantly address errors and customer concerns across all lines of business. We partnered with the Vodafone UK central team to transform the process, systems, and tools and the HR-ER, Operations and CXX teams to reform consequence matrix management.

Social

Operating responsibility expand

Policies

Careers

CARE

VOIS New Hubs Expansion Enablement

01 Dec, 2023

Business

OnlinePlatform

Self-ServicePlatform

Automation

Order Assurance

Market

Global

SERVICE LINE

Business

IMPLEMENTATION PERIOD

2023

KEYWORDS

Self-Service Platform, Order Assurance Journey, On-demand Integrated Inventory

SPIRIT BEHAVIOURS

Earn Customer loyalty; Create the Future.

Challenges and Solutions

Challenges

To empower the Vodafone group, enable two new hubs in Albania and Malaga (Spain) to be home to new skill profiles under the expanding global VOIS umbrella.

Solutions

We created two new companies in new geographies and new company codes in EVO and established a trading model and relevant financial processes to enable operations.

Value and Impact

Created new business opportunities.

€50m

Unlocked €50m potential value.

Contributed to global VOIS umbrella.

Implementing STS Project, Prepay Service Line

CARE

| 01 Dec, 2023

VBOL

CARE

| 01 Dec, 2023