case-study-vodafone-logo

Company Background

Vodafone is one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 March 2017, Vodafone had 515.7 million mobile customers and 17.9 million fixed broadband customers.

Vodafone Ireland Limited is a wholly owned subsidiary of the Vodafone Group, the largest mobile phone operator in Ireland in terms of subscribers. The company operates a full range of voice, SMS, MMS and mobile data services network capable of offering a range of broadband services. Vodafone has implemented a Knowledge Management core portal platform to enable call agents to better service the Vodafone customer base.

Project Background

Vodafone Ireland’s Enterprise Service Operations (ESO) team, which is based in Dublin, required a local partner to support the creation and delivery of a Sharepoint portal to provide customer information and product information to its 24/7 Enterprise support team call agents.

They had an existing knowledge sharing solution that worked as a document directory but they needed to provide its team with a centralised, comprehensive way of capturing, providing and sharing knowledge; enabling them to respond more quickly to customer queries and market changes.

Work Delivered

Singlepoint worked with the ESO key business and product owners to define and capture scope and requirements. When that was agreed the portal was designed, built and deployed. The next step was ongoing support and maintenance of the portal.

Results

By working together with the Vodafone Enterprise Services Operations team, the Singlepoint team successfully delivered on the key requirements for a Knowledge Management portal.

Singlepoint integrated the web based portal with the various tools and platforms used by Vodafone. This provided a one stop shop for the 24/7 team to access up-to-date customer information, which in turn enabled the agent taking the call to understand the customer requirements and fix the problem quicker.

Testimonial

“We have partnered with Singlepoint to support the delivery of a Knowledge Management Portal solution. The implementation of the ESO Knowledge Portal was a huge success, in no part down to the team being very responsive to any questions or ideas we had and willing to go the extra mile. What this has resulted in, is an excellent product that supports Vodafone Enterprise Corporate customers. I would highly recommend Singlepoint for anyone looking to do a similar project.”

Bryan Kearney – Enterprise Services Operations (ESO) Team Manager

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