Case Study: Vodacom achieves improved NPS and sales conversion with Genesys omnichannel customer experience

South African mobile provider improves NPS and sales conversion with best-in-class omnichannel customer experience

Vodacom, South Africa’s leading mobile operator serving over 60 million customers, faced a maturing, more competitive market and rising digital expectations. Customers wanted seamless service across channels, but interactions were managed in silos across retail, customer care and digital, so Vodacom needed a unified omnichannel approach to differentiate and sustain growth.

Using the Genesys Customer Experience Platform—omnichannel desktop, digital engagement and enterprise workload management—Vodacom created a single real-time view of customers, built NPS into the agent workflow, and routed work to the best-qualified agents. The result: improved NPS and sales conversion, easier social and web engagement, an 8% reduction in onboarding/upgrade time and dramatically faster in-store upgrades (from ~55 minutes to about 10).

Vodacom

Gary Hagel

Chief Officer, Commercial Operations