Case Study: Vodafone Portugal achieves 30% field productivity gain and higher customer satisfaction with Oracle Field Service (Oracle)

Vodafone Portugal upgrades customer service with Oracle

Vodafone Portugal, a leading telecom and IT services provider serving more than 4.5 million customers, faced an outdated mobile workforce scheduling system that left the company and its customers without real-time visibility into field visits. Third‑party technicians reported outcomes only at day’s end, appointments were scheduled independently, and customers had no reliable ETAs—hindering service consistency and customer satisfaction.

By deploying Oracle Field Service for real‑time automated scheduling and streamlined workflows, Vodafone gained full visibility into technician availability, enabled easy customer booking and live status updates, and automated delay notifications and rescheduling. The result: on‑time/completion satisfaction rose from 80% to 95%, first‑time fix improved from 85% to 90%, technician visits are now available within 24 hours, dispatch staffing was reduced, and overall field productivity increased by 30% across 700 technicians.

Vodafone

Sérgio Gaio

Service Delivery and Technical Support Manager