Case Study: VodafoneZiggo achieves greater B2B transparency and efficiency with Celfocus Service Navigator

20 Years of delivering high-value B2B Customer Experiences

VodafoneZiggo faced the challenge of efficiently serving its B2B enterprise customers amidst increasing market demands and a complex partner ecosystem. The telecom operator needed a way to provide transparency, ensure service quality, and manage multi-party solutions to grow and retain its business customer base. To address this, they worked with vendor Celfocus and utilized a solution now known as the Celfocus Business Services Platform (BSP), which evolved from the Service Navigator product.

The solution implemented by Celfocus provided a unified portal for end-to-end order orchestration, service monitoring, and support. This gave enterprise customers real-time visibility into their services and network status, leading to improved trust, more efficient communication, and a reduction in support calls for issues on the customer's end. For VodafoneZiggo, the Celfocus BSP acted as a single source of truth, streamlining internal processes, enabling scaling without large team increases, and serving as a key selling point for winning and maintaining valuable B2B accounts.

VodafoneZiggo

Loes Tjerkstra

Manager B2B Customer Success Management