Case Study: Vodafone achieves faster incident resolution and improved customer satisfaction with xMatters

Vodafone Improves Customer Experience through Proactive Communication

Vodafone, a multinational telecommunications provider with more than 400 million customers in 30 countries, struggled with slow, error-prone incident communications: teams manually copied information from Remedy into emails and SMS, missed targets for timely customer notifications, and sometimes failed to reach the right audiences during major outages.

By deploying xMatters with closed‑loop Remedy integration, P1 incidents now automatically generate contextual notifications and allow self‑service subscriptions so executives and some 4,500 business clients receive tailored alerts. The result is faster, more consistent communication, shorter outage times, fewer incidents escalating, improved customer satisfaction, and a stronger culture of transparency.

Vodafone

Hani Sasani

Senior Programme Manager