Case Study: Vodafone Portugal reduces technician dispatches by 12% with TechSee Visual Support

Vodafone Portugal boosts core customer service and operational KPIs including First Contact Resolution rate and Net Promoter Score

Vodafone Portugal, a leading communications service provider, sought to improve its customer experience and drive digital transformation. Their challenge was to increase First Contact Resolution rates and reduce costly technician dispatches. To address this, they turned to TechSee and its Visual Support service.

The solution implemented by TechSee enabled customers to share a live video stream from their smartphone, allowing agents to see the issue and guide them using augmented reality tools. This deployment led to significant results for Vodafone Portugal, including a 12% reduction in tech dispatches, a four-point increase in FCR, and a ten-point boost in NPS, achieving major cost savings and higher satisfaction.

Vodafone

Paresh Modi

Head of Innovation