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CLIENT CASE STUDY


Vodafone Italy: Delivering superior customer satisfaction and operational efficiency-test

Accenture and Alcatel-Lucent worked with Vodafone in the development and deployment of a Remote Management Platform (RMP) to help Vodafone improve customer service and achieve operational efficiency.

Overview

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.

Opportunity

Managing a complex network and device environment at scale and in a cost-effective manner, while ensuring the best possible experience for customers, is a major challenge for communications service providers. Vodafone needed a remote management platform solution that would:

  • Provide end-to-end performance visibility from the customer premises equipment (CPE) to the core network.

  • Identify and resolve issues quickly.

  • Maximize ease of use for customers with the ability to auto-configure home network devices with true plug-and-play capabilities.

Solution
Accenture and Alcatel-Lucent worked closely with Vodafone Italy, from start to finish, to develop and deploy the Remote Management Platform (RMP). Harnessing their combined in-depth knowledge and technical expertise, along with deep experience of the communications industry, the team introduced services, processes and industry specific capabilities, such as use cases and workflows, to provide a comprehensive solution to meet Vodafone Italy’s business goals.

  • We carried out detailed analysis of requirements and process definitions and developed solutions to support help desk and back-office agents to deliver highly efficient and effective customer service.

  • The RMP uses Alcatel-Lucent’s Motive Home Device Management to deliver ‘zero-touch’ auto-configuration capabilities, combined with Accenture’s custom mediation/integration layer that manages business workflows between operational support systems and network systems.

  • The Alcatel-Lucent Motive Customer Service Console provides end-to-end troubleshooting with an intuitive graphical interface for customer service operatives to address and resolve customer issues, empowered with Accenture-developed troubleshooting workflows implemented in Alcatel-Lucent’s Motive Service Management Platform.

Results

In a highly competitive market where customer experience is a major driver of churn, Vodafone has achieved breakthrough results for customer service by improving customer satisfaction while reducing operating costs.

The Remote Management Platform manages:

  • More than 500 concurrent users.

  • More than 7,000 tests hourly.

  • An average 80,000 automated workflows daily.

The overall result is higher call-center efficiency and lower costs through reduced call times and the ability to fix issues the first time, which enables technicians to reduce follow-up calls. The demands on second-level technical support, and associated costs, are also much lower due to fewer field force call outs and technical tickets requiring resolution.

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