Case Study: Vodafone achieves 66% reduction in service response time and improved customer service with Denodo Technologies

Vodafone Reduces Service Response Time by 66% and Improves Overall Quality of Customer Service Using Denodo Data Virtualization

Vodafone, a global mobile telecommunications leader serving over 323 million customers and rapidly growing its enterprise business, faced pressure to scale customer service without degrading quality. Its 150-agent call centers struggled with inefficient multi-application workflows, stale data from replicated sources, and high training costs, so Vodafone needed a unified, up-to-date view of customer data across billing, incident management and other systems while minimizing data replication.

Vodafone chose Denodo’s data virtualization to deliver real-time, consolidated customer views by connecting Oracle sources and incident systems and publishing reusable data services to the contact center CTI, sales app and distributor portal. The solution cut average service response time from 6 minutes to 2 minutes (66% reduction), improved agent productivity (quoted at 40%), increased infrastructure scalability, and created more upsell and cross-sell opportunities.

Vodafone