Denodo Technologies > Case Studies > Vodafone Reduces Service Response Time by 66% and Improves Overall Quality of Customer Service Using Denodo Data Virtualization

Vodafone Reduces Service Response Time by 66% and Improves Overall Quality of Customer Service Using Denodo Data Virtualization

Company Size

1,000+

Country

Worldwide

Product

Denodo Data Virtualization platform

Tech Stack

Oracle databases
JDBC
Web services

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction
Productivity Improvements

Technology Category

Platform as a Service (PaaS) - Data Management Platforms

Applicable Industries

Telecommunications

Services

System Integration

About The Customer

Vodafone is a leading mobile telecommunications company with a significant presence in 31 countries and partnership collaboration agreements in another 40, covering 5 continents. The company offers global solutions for fixed telephone, data, Internet, security services, data center, CRM, etc. to more than 323 million customers. Vodafone's business strategy focuses on enterprise customers, leading to rapid growth with 87,000 companies. However, this growth presented challenges in efficiently scaling some of their business entities, such as call centers, which now had to handle a significantly higher workload without compromising customer service levels.

The Challenge

Vodafone, a leading global telecommunications company, was facing challenges in scaling its call center operations due to rapid growth in its enterprise customer base. The company's call center agents had to navigate through different applications and perform repetitive steps such as authentication, customer selection, and screen results navigation to resolve customer queries. The data provided by the call center applications was often outdated as it was accessed from a replicated source such as a data warehouse. Additionally, the agents were not always familiar with the workings of multiple applications, which delayed their responses to customers and led to higher training costs for the company.

The Solution

Vodafone selected Denodo's data virtualization platform to build a single customer view. The platform's diverse connectivity to disparate source systems helped provide agents with a complete view of all customer data while minimizing replication. Real-time delivery of data allowed agents to work with the most current version of the data. Reusable data services allowed the publishing of data to multiple client applications without rewriting code for each process, thereby reducing development and maintenance costs. The Denodo platform was used to connect source systems that included Oracle databases containing customer data related to billing, subscriptions using JDBC, and to the Incident management system using web services. This source data was combined within Denodo to create derived views or data services that were published to three major applications: Application Service Management Contact Center, Sales Management Application, and Distributors Portal.

Operational Impact

Vodafone was able to increase the efficiency of their call centers.
The company improved the quality and speed of their customer service.
Vodafone was able to scale their data infrastructure systems to support business growth.
The company found greater revenue opportunities from upselling and cross-selling.

Quantitative Benefit