Case Study: Vodafone Australia achieves customer-centric brand recovery and real-time omnichannel service with Salesforce

Vodafone rebuilds Australian brand placing customer at the center

Vodafone Australia faced a major reputational setback after network outages led to the loss of about a million customers. To rebuild the brand and put the customer back at the center, the company needed a proactive, single-platform approach that could connect internal teams and external customers in real time.

Using Salesforce—Marketing Cloud, Service Cloud, and Chatter—Vodafone now manages automated routing, integrates its Tasmanian call center, and engages customers across Twitter, Facebook, Google+ and its community site, averaging a conversation every 4.5 minutes. The platform also improved internal collaboration and mobility, strengthening customer relationships and helping restore the brand.

Vodafone

Bill Morrow

Cheif Executive Officer