Case Study: Vodafone Australia rebuilds brand and restores customer trust with Salesforce Marketing Cloud

Vodafone rebuilds Australian brand placing customer at the center

Vodafone Australia faced a major brand and customer-retention crisis after widespread network outages led to the loss of about a million customers over two and a half years. Needing to rebuild trust and put the customer at the center of its operations, the company sought a proactive, unified platform to reconnect internally and externally and restore service reputation.

Using Salesforce’s Marketing Cloud, Service Cloud, and Chatter, Vodafone moved to omnichannel engagement and streamlined service. It now handles an average conversation every 4.5 minutes across social and community channels, automatically routes queries to the right responders, and integrates its Tasmanian call center into the platform. Internal collaboration across teams and locations improved, enabling faster responses and stronger, more personalized customer relationships that helped rebuild the brand.

Vodafone

Bill Morrow

Cheif Executive Officer