Vodafone Italy, long established as a leader in mobile services, entered the fixed line broadband market in 2007 and now has more than 1 million customers. In an increasingly complex technology and network environment, Vodafone Italy wanted to make sure that it could meet the needs of today’s customers as well as constantly evolve its services in line with the challenges of the dynamic digital marketplace.
To achieve that goal, Accenture and Alcatel-Lucent worked with Vodafone to deliver a Remote Management Platform (RMP), based on Alcatel-Lucent Motive Customer Experience Solutions, which provides an exceptional customer experience by automating broadband services activation, troubleshooting and problem resolution.
Combining Alcatel-Lucent’s proven solutions with Accenture’s technical expertise, communications industry experience and delivery capabilities, Vodafone’s RMP provides customers with true plug-and-play installation for their network devices. End-to-end performance visibility means issues are identified and resolved rapidly. Nearly all problems can be solved first time by customer service operatives who are supported with an intuitive graphical interface and a series of workflows that provide step-by-step guidance to help customers.
Leading technology integrated with a keen understanding of Vodafone Italy’s business strategy have enabled Alcatel-Lucent and Accenture to provide a platform that will enable Vodafone Italy to continue providing superior and cost-effective customer service in a rapidly evolving and highly competitive market.