Vodafone Iceland
Vodafone Iceland answers 95% of inquiries on the first call, thanks to a single view of customer data.
The Challenge
Eighteen back-office and fourteen client-facing systems, with little integration between them, slowed down customer service at Vodafone Iceland. Call center agents needed to access many different systems to resolve customer issues. That meant customers often had to wait for a call back to get their problems resolved.
The Solution
Now one call to Vodafone Iceland is all it takes to resolve a service issue. Agents are able to see a complete customer profile on one screen, thanks to seamless integration of disparate systems via the webMethods Enterprise Service Bus (ESB) Platform. The company also automates order processing and service provisioning with the webMethods Business Process Management Suite (BPMS) by adding a Web-service layer on top of back-office systems.
The Benefits
- Increased public safety and better public services
- 95% of customer queries now resolved the first time
- 20% increase in sales since staff can more easily identify prospects
- Savings estimated at $520,000
- Reports generated in seconds—instead of hours
- Customer service agents trained faster—before it took six months
- Vodafone Iceland tops a nationwide customer satisfaction index
Customer Statement
“The project has dramatically changed the way Vodafone Iceland provides service to its customers. It has helped create new business opportunities and a platform upon which Vodafone Iceland will build its business in the future.”Ingolfur Thorsteinsson, Software Engineer, Kögun Ltd.
