Case Study: Vodafone Australia rebuilds brand and restores customer engagement with Salesforce DMP

Vodafone rebuilds Australian brand placing customer at the center

Vodafone Australia, which had been a strong brand for two decades, lost about one million customers over 2½ years after a series of network outages and needed to rebuild trust. The company required a proactive, customer-centric approach that would connect internal teams and external touchpoints from a single platform to restore service quality and reputation.

Vodafone implemented Salesforce — Marketing Cloud to engage customers across Twitter, Facebook, Google+ and its community site (averaging a conversation every 4.5 minutes), Service Cloud to auto‑route queries and integrate its Tasmanian call center, and Chatter to unify internal collaboration. The consolidated platform sped responses, personalized service, strengthened team collaboration, and helped Vodafone re-center the brand around the customer.

Vodafone Australia

Bill Morrow

CEO