Success Stories
Vodafone
Client
Vodafone
Services
BPO
Industry
Telecom
Context
Vodafone, one of the leading telecommunications operators in both Spain and globally, faced the challenge of strengthening its leadership in a market undergoing rapid digital transformation.
The company, recognized for its broad offerings in communications, security, and ICT, aimed to enhance its positioning in the corporate segment. To achieve this, it needed to transform its approach to customer management, from the sales stage to post-sales support, with the goal of improving its brand image and increasing sales to boost its margins.
Challenge
Vodafone faced several critical challenges related to corporate customer management and operational optimization:
Fragmented customer management
The division between sales, provisioning, and support caused a lack of cohesion in corporate customer management, resulting in an inconsistent experience and prolonged provisioning times.
Long provisioning times
Lengthy service implementation times delayed the billing cycle and negatively impacted customer satisfaction, creating disruptions in their operations.
Inefficient incident resolution
Many technical incidents were not resolved on the first call, increasing the support workload and customer frustration.
Non-specialized commercial attention
The lack of specialization in commercial attention limited the personalization of offers, reducing the success rate in sales and complicating the closing of complex deals.
Fragmented customer management
The division between sales, provisioning, and support caused a lack of cohesion in corporate customer management, resulting in an inconsistent experience and prolonged provisioning times.
Long provisioning times
Lengthy service implementation times delayed the billing cycle and negatively impacted customer satisfaction, creating disruptions in their operations.
Inefficient incident resolution
Many technical incidents were not resolved on the first call, increasing the support workload and customer frustration.
Non-specialized commercial attention
The lack of specialization in commercial attention limited the personalization of offers, reducing the success rate in sales and complicating the closing of complex deals.
These challenges highlighted the need for a comprehensive solution to meet modern expectations of personalized service and compete better in a highly competitive market.
Solution
SATEC implemented a comprehensive solution based on an E2E (End-to-End) operational model, covering the phases of sales (SELL), provisioning (BUILD), and support (RUN). The solution consisted of creating an exclusive BPO platform with three functional groups:
Responsible for managing the generation of offers and projects, ensuring the accuracy and customization of proposals for corporate clients. The tasks included verifying specifications, identifying necessary coverage, and preparing the business case.
Results
The implementation of SATEC's operational model resulted in significant improvements for Vodafone in several key areas:
Commercial attention
An increase in the success rate of offers and improved customer satisfaction was achieved, with an NPS of 80%, thanks to pre-sales specialization and offer customization.
Provisioning efficiency
Service provisioning and commissioning times were significantly reduced. 90% of projects were delivered on time, and 85% on the first attempt, which allowed the billing cycle to be advanced.
Post-sales support
The ability to resolve incidents on the first call improved significantly, reaching 65% for mobile services. This raised the satisfaction level to 75% and improved management speed to 90%.