Vodafone Improves its Customer Management and Operations

in collaboration with Vodafone Improves its Customer Management and Operations Capgemini Consulting executes an Analysis & Design project for Vodafone Netherlands, delivering improved customer service alongside considerable cost benefits The Situation overall business case. In parallel, the millions of net cost savings until the Vodafone Netherlands, as with other Fast Track ensured that all quick win end of financial year 2011-2012. Customer Care organizations, faces projects were defined, accelerated some typical challenges as a result and delivered before the end of the Capgemini Consulting provided of recent market developments. project. A number of deliverables a clear roadmap with validated Customer experience and proper were completed including: improvement opportunities for e-care facilities with broad • methodology for best practice the next three fiscal years. Project functionality and high usability Program governance charters for all opportunities have become key factors for success, • first view on target service model were developed that will ease the while at the same time operational and target operating models implementation and planning for all efficiency has to be improved. for Vodafone Customer service future projects. organization Vodafone selected Capgemini • transformation map and business How Vodafone and Capgemini Consulting to identify opportunities case for improvement opportunities Consulting Worked Together to maximize customer experience • change management plan for the Capgemini Consulting has a long- and improve operational efficiency next two years. standing relationship with Vodafone and to create an action plan to and has a proven experience in ensure proper implementation. The Result applying operational improvement During the 12 weeks the project team of Customer Care organizations The Solution delivered 27 initiatives improving using its A&D methodology. Using its Analysis & Design (A&D) customer experience and yielding methodology and change management considerable cost savings in parallel. tools, Capgemini Consulting On top of this a validated benefit case undertook a 12 week project to identified key future improvements analyze Vodafone’s customer care for customer experience organization and to identify alongside opportunities for improvement. All improvement opportunities were consecutively integrated in an “ The bottom line is that the Program delivered more than planned and substantially delivered on Return on Investment. We therefore recommend the involvement of the Capgemini Consulting team in similar Programs that have to deliver in a short period of time and that, considering the magnitude of the Program, cannot ” be executed by regular staff. Peter Doveren, Director Customer Management Vodafone NL The A&D methodology is a structured initiatives were then plotted onto Organization. At the same time they approach with proven set of methods a transformation map to create executed an analysis and design and tools that delivers operational a transformation design and Program for a new service and excellence in a short period of time. implementation plan. operating model, e-opco proof and Once the focus and direction has connecting to the Vodafone wide e-opco been defined a number of phases are Capgemini Consulting’s change workstream.” carried out: management plan then fully mobilized and engaged employees by creating He goes on to highlight the • As-Is Analysis – Where is Vodafone several components to reach out to Collaborative Experience: “The NL today? employees, such as newsletters, Analysis and Design Program delivered • To-Be Design – Where should department briefings, online forums equal quality and gave us a blueprint Vodafone NL go in the future? and training sessions. for our new service model. Again this • Business Case – What is it worth? part of the Program was executed • Transformation Design – How does Peter Doveren, Director, Customer in excellent co-operation with the Vodafone NL get there? Management, Vodafone Netherlands, Vodafone people involved. The result is • Change Management – Are commented on the partnership as therefore not regarded as an external Vodafone NL employees on board? follows: “From April until July 2009 proposal, but it is broadly accepted as Capgemini Consulting has rolled out the Vodafone design for a future proof Specifically, this project focused on a 100 days change Program for the Customer Management organization.” identifying and partially effectuating a Vodafone NL Customer Management series of improvement initiatives with the objective to improve customer experience and employee engagement About Capgemini while reducing costs at the same time. ® This had to be done by optimizing customer experience in both the tele- Capgemini, one of the world’s Capgemini Consulting is the strategy foremost providers of consulting, and transformation consulting division channel and e-channel; improving technology and outsourcing services, of the Capgemini Group, with a team of customer self service so that call enables its clients to transform and over 4,000 consultants worldwide. volume and workload in the call perform through technologies. Leveraging its deep sector and business centers could be further reduced; and Capgemini provides its clients with expertise, Capgemini Consulting advises insights and capabilities that boost their and supports organizations in mobilizing the organization to make freedom to achieve superior results transforming their business, from sure that improvements were through a unique way of working, the strategy through to execution. Working implemented successfully. Collaborative Business ExperienceTM. side by side with its clients, Capgemini The Group relies on its global delivery Consulting crafts innovative strategies model called Rightshore®, which aims to and transformation roadmaps to deliver Vodafone management ensured full get the right balance of the best talent sustainable performance improvement. support from all departments and from multiple locations, working as one prioritized both Vodafone resources team to create and deliver the optimum More information is available at and time to work on all initiatives. solution for clients. Present in more than www.capgemini.com/consulting 30 countries, Capgemini reported 2009 A joint Fast Track team of Vodafone global revenues of EUR 8.4 billion and project managers and Capgemini employs 90,000 people worldwide. Program management met on a weekly basis to ensure timely Capgemini Netherlands Approved by: realization of quick wins. Telecommunications Peter Doveren, Director Customer Capgemini Consulting Management, Vodafone NL Using hypothesis frameworks Strategy & Transformation Patrick Steemers, Lead Account Principal, Capgemini Consulting analyzed Capgemini the current situation together with Vodafone staff and employees and In collaboration with partnership agreements with network identified key areas of improvement.