Case Study: Vodafone achieves consistent, personalized customer communications with MHC Software's EngageCX

How Vodafone is Using MHC Studio and MHC EngageCX to Improve Customer Experience

Vodafone, a global telecommunications leader with about 3 million subscribers in Hungary and more than 470 million customers worldwide, faced fragmented customer messaging: 40 million annual SMS (98% of outgoing communications) were being sent from 175 separate applications, producing inconsistent tone, poor governance, no unified contact history or personalization. To address this, Vodafone selected MHC Software and its MHC Studio and MHC EngageCX products to introduce a centralized Communications Hub and governance framework.

MHC Software implemented MHC EngageCX (with MHC Studio) as a single, cohesive platform that centralized outbound SMS, added a Review & Approve workflow for Legal sign-off, and enabled self-administered language preferences (English, Hungarian, German) and personalization. The solution unified Vodafone’s tone of voice, integrated multiple systems into one hub, and is expected to improve customer satisfaction and retention — positively impacting the bottom line while governing the 40 million annual messages more consistently.

Vodafone