Vodafone Ireland has today announced the launch of a new business and IT transformation programme which will see it transform its IT estate, providing customers with a fully converged product and billing system for the first time.
The new €120 million investment represents the largest single business transformation project ever undertaken by Vodafone Ireland and will enhance the company’s customer relationship management, core billing and order management capabilities.
The new integrated system is tailored to meet the needs of both the business and its customers and is designed to enhance service levels, fully streamline Vodafone’s internal processes and lower the costs of ongoing maintenance.
The system provides for converged product and billing capabilities with full omnichannel experience covering fixed, broadband, TV and mobile, with customers now being able to choose to receive a consolidated bill for a streamlined experience. This is a first for an Irish telecoms company.
The programme will involve Vodafone Ireland decommissioning 52% of all current IT applications.
To limit interference to customers and staff, the new system will be rolled out on a phased basis, with all existing consumer bill-pay customers moving onto the platform by summer 2017, followed by Pay-as-you-Go and then business customers.
Key benefits of the platform include:
– A fully connected and seamless omnichannel experience: customers can shop online, or by phone, and collect the product in any Vodafone store;
– Enhanced customer experience: interactions across channels are visible to all Vodafone agents – from call centre to instore – delivering ‘one view’ of the customer and their specific needs;
– Customers will be able to contact one team for all of their service needs;
– Visibility and control: customers will have more oversight of their own accounts with access through a new online portal, allowing them to decide when, where and how to interact with the business.
Madalina Suceveanu, Chief Technology Officer, Vodafone Ireland said; “Our new business and IT transformation programme will deliver an unrivalled and seamless customer experience across all our platforms. One of the largest transformation programmes ever undertaken by the company, the new system responds directly to the needs of those using our products and services and provides the foundation we need to ensure we remain truly customer-centric.
“As pioneers for delivering a ‘Gigabit Society’ in Ireland, we need to utilise the latest technology in our customer interactions, be easy to deal with, as well as being consistent and reliable. The integrated IT platform will allow us to simplify our processes and ways of working by minimising ineffective activity and equipping our people with the tools to better respond to our customer needs and wants.”
Ms Suceveanu continued, “We know a transformation of this size and scale can be complex. However, as we progress with our phased implementations, our focus will be on ensuring the programme delivers added value benefits to our existing customers while minimising any interference to service. We will keep customers updated on an ongoing basis as the roll-out progresses.”
The core of the transformation solution is based on Amdocs and Nokia’s Charging & Rating platform. The new online site will be based on Adobe AEM (Adobe Experience Manager) and Marketing Cloud, which will completely revamp Vodafone’s website and give customers access to personalised information, offers and buying options, while making it easy for the Vodafone business to administer and update the website content and offers.