Case Study: Vodafone achieves improved customer experience and £15 million in benefits with Capgemini

Vodafone - Customer Case Study

Vodafone UK's Enterprise Business Unit faced challenges with inconsistent and inefficient processes that negatively impacted both customer experience and employee satisfaction. To address this and standardize its operations, Vodafone partnered with the consulting firm Capgemini on a major process improvement initiative known as Project 21.

Capgemini implemented a collaborative, data-driven solution, utilizing their consulting and project management services to standardize processes and instill a culture of continuous improvement. The results were highly successful, generating an expected £15 million in benefits and significantly improving customer and employee satisfaction scores. Specific process improvements, such as account setup and handset replacement, led to a 40-minute reduction in processing time and a 15-20% drop in repeat calls.

Vodafone

Kyle Whitehill

Director, Enterprise Business Unit