Vodafone Enables Service Excellence

Fundamentally transforming the way people and organizations think about and use their technology is key to a major IT initiative undertaken by Vodafone.

Screen Shot 2015-02-06 at 1.09.29 PM“We wanted to deliver a “best-in-class” solution to all Vodafone employees and reach a level of service excellence that could be demonstrated to our customers,” said Karine Brunet, head of IS Transformation and Shared Services at Vodafone.

Vodafone’s challenge was that employees needing IT support faced 31 service desks running on 23 different platforms, which was frustrating to the service desk teams handling about 250,000 calls per month. Additionally, employees were annoyed, as they had no guarantee of a follow-up after reporting an IT issue.

Vodafone’s highly mobile staff work from home, on the road or at one of the firm’s various offices, and if IT is down, they can’t work. The rollout of BMC MyIT changed this paradigm. Now, Vodafone employees have access to IT services either through their mobile phone or company computer via the sleek MyIT application, which easily allows them to access the IT apps and services they need, when they need them.

Vodafone, via MyIT, has been able to reduce calls to the service desk by 90 percent and employees are using MyIT to book services such as facilities or technology support. They are taking a “genius bar” approach, where employees with context- and location-aware apps can book an appointment with an IT professional at their location. This has led to huge cost savings with fewer calls to the service desk, as well as improvements in employee satisfaction.

At Vodafone, IT is about the needs and issues of the individual employee, and by enabling them to be more productive, employees can focus on delivering excellence to Vodafone customers.

To learn more from Karine Brunet about how Vodafone uses MyIT to drastically reduce helpdesk calls and deliver best-in-class services to its employees, read the case study “Vodafone Empowers Employees with Comprehensive Self-Service Support.”

 

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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Tami Casey

Tami Casey

I joined the BMC communications team in early 2014 as a senior PR manager with responsibility for corporate and product initiatives. My career spans in-house PR roles at Intel Corp., Borland and security startup ForeScout as well as several years at a boutique PR firm serving technology start-ups.