Case Study: Vodafone improves customer management and cuts costs with Capgemini Consulting

Vodafone - Customer Case Study

Vodafone Netherlands, a major mobile operator, faced the dual challenge of needing to significantly improve its customer experience through better e-care facilities while also driving greater operational efficiency. To address this, Vodafone selected Capgemini Consulting to conduct an Analysis & Design (A&D) project to identify improvement opportunities and create a clear action plan for implementation.

Over a 12-week period, Capgemini Consulting employed its A&D methodology to analyze the customer care organization, identifying and partially implementing 27 distinct initiatives. This effort resulted in an improved customer experience and yielded millions of euros in net cost savings. Capgemini provided a validated business case and a clear transformation roadmap, delivering a broadly accepted blueprint for a future-proof customer management organization.

Vodafone

Peter Doveren

Director Customer Management