Case Study: Vodafone achieves 40% digital self-resolution of faults with Bonitasoft

Fault management with Bonita 40% of cases are now resolved digitally

Vodafone, a global telecommunications provider, faced slow, agent‑only fault management that operated only during customer service hours, creating delays and customer frustration. To digitalize and standardize incident handling and provide 24/7 self‑service, Vodafone engaged Bonitasoft and its Bonita platform to move from manual processes to automated, customer‑centric workflows.

Bonitasoft implemented the Bonita platform to orchestrate and automate case handling, integrating with Vodafone’s OSS/BSS for automatic detection, diagnosis, routing, and rule‑driven escalations, while offering self‑service via mobile and web. As a result, 40% of cases are now resolved digitally — roughly 74,000 of nearly 200,000 reported breakdowns in a three‑month period — significantly reducing resolution times and improving customer satisfaction.

Vodafone

César Valencia

Business Analyst