Vodafone’s service hub couldn’t answers questions fast enough. The heart of the problem: data management. Migrating to SAP’s relational database management system, HANA, and integrating that more tightly with Vodafone’s ground-breaking enterprise system, EVO, delivered immediate results. Time taken to answer queries reduced drastically, while caller and agent satisfaction has gone up.
More than 100,000 Vodafone employees and vendors rely on its Service Interaction Center to raise queries about HR and finance issues and make a wide range of service requests. But the existing system had performance issues that were slowing down agents’ work and frustrating the efficiency of their day-to-day activities.