Vodafone

Delivering seamless customer experience with Oracle Service Cloud

"Oracle Service Cloud’s flexible features and integration capability enable us to seamlessly bridge a disparate knowledgebase into a single platform. We have reduced our average call handling time per query, gained the ability to respond faster to business needs, and enhanced our customer experience."

Mike Hales, Digital Service Manager, Vodafone New Zealand Ltd

Vodafone delivers seamless customer experience with Oracle Service Cloud

Vodafone New Zealand Ltd. is a leading telecommunications company that offers mobile, fixed broadband and TV services to 2.3 million customers in New Zealand. After Vodafone Plc acquired Bellsouth in 1998, the company became a fully owned subsidiary of the Vodafone Group. Vodafone New Zealand was the first telecom operator in the country to launch 4G networks and has expanded its business to more than 800 retail outlets today.

Challenges

  • Enhance the customer experience by enabling agents across three contact centers to respond quickly to customer queries, such as mobile billing, across multiple channels, such as voice, email, chat, and website, rather than just email
  • Enable customers to easily access frequently-asked-questions (FAQ) content, the webpage, or videos on their mobile device and improve service quality
  • Support rapid growth stemming from acquisition activities by consolidating a disparate knowledgebase into a single platform to improve agents’ productivity

Results

  • Reduced average call handling time by at least ten seconds per query by using Oracle Service Cloud’s guided assistance feature to enable contact center agents to rapidly provide the right resolution in the first contact, such as mobile plan payment method
  • Supported future growth by leveraging Oracle Service Cloud’s integration capability and flexible features to easily configure and link more than 90 business processes, enabling the company to respond quickly to the fast-changing telecom industry, such as offering competitive daily roaming rates, and ensuring consistent service across all channels
  • Delivered a seamless customer experience by gaining a comprehensive view of customer interactions across all channels and enabling agents to easily provide support for a wide range of products and services, such as prepaid mobile plans, fast or ultra-fast broadband, Sky TV, and Vodafone TV services
  • Increased agent productivity by enabling agents across three contact centers to access information, such as customer details, products, and service offerings, in a single internal knowledgebase rather than using multiple systems to find the information
  • Achieved lower customer effort score and improved service quality by using Oracle Service Cloud to automatically learn and add new questions and answers to the external knowledgebase and enabling customers to quickly find FAQ content and account information via MyVodafone mobile app
  • Gained the ability to easily expand to other business areas, such as sales, and improve communication across the company.

"Oracle Service Cloud offers the flexibility and scalability we required to support our customer service and mobile strategy. We were confident that it would give us the ability to respond faster to a changing business environment and enhance the customer experience."

Mike Hales, Digital Service Manager, Vodafone New Zealand Ltd

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