Case Study: VodafoneZiggo reduces customer care calls by 70% with K2View Customer Data Hub

VodafoneZiggo merges customer data, shrinking customer call volume by 70%

VodafoneZiggo, the Dutch telecommunications company formed by the merger of Liberty Global and Vodafone’s operations, needed a better way to manage customer data across fixed, mobile, TV, and broadband services. Its legacy CRM, OSS, BSS, and Customer Care Repository systems were fragmented and slow, taking 24+ hours to update data and making it hard to support eligibility checks and new services in real time.

Using K2View Customer Data Hub, VodafoneZiggo connected data from both companies into a single customer data hub that delivered near real-time, 360-degree customer information. K2View helped cut data update time from more than 24 hours to seconds and reduced incoming customer care calls by 70%, improving call handling, CSAT, and the overall customer experience.

VodafoneZiggo

Marc Schmeetz

Program Manager