Vodafone transforms customer experience with online acceleration program
Vodafone chose Infosys as its global systems integration partner to deliver the rollout of its online acceleration initiative, a strategy to improve the Vodafone customer experience by leveraging the online channel across its businesses globally.
Carl Bennett, Global Head of Online Technology, Vodafone Group, discusses some of the trends he is seeing in the industry such as the huge growth in online usage and the high adoption of online services fueled by smartphones and tablets. The Vodafone Online Acceleration Program is designed to standardize and speed up the rollout of online capabilities, such as self-service, social media, search, billing, and e-commerce, to over 21 country markets. One of the key benefits from the program has been IT cost avoidance. By collaborating with various markets and building online capabilities once, and then deploying them across the markets, Vodafone have saved development time and avoided unnecessary IT costs.
Another key area of benefit is speed. By being able to deploy capabilities quickly and coherently into its markets, the online user experience has been improved more rapidly than if individual countries had to deliver it themselves. This has resulted in improved online customer experience, for example Vodafone monitors net promoter scores across its different user journeys and it has seen a good upward trend in this area.
As part of this program, Infosys and Vodafone have also co-developed the innovative Vodafone Academy as a scalable and self-sustainable learning initiative. Training courses are readily accessible 24/7 through various channels such as classroom trainings, webinars, and self-paced pre-recorded trainings. The key goal of the academy is to speed up the design and implementation of the Vodafone Online Acceleration Program through enhanced training modules and faster enrollment of new employees for both Vodafone and Infosys.
Vodafone is one of the world's largest mobile communications companies by revenue with approximately 403 million customers in its controlled and jointly controlled markets as of December 31, 2012. Vodafone currently has equity interests in over 30 countries across five continents and more than 50 partner networks worldwide.
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