CASE STUDY VODAFONE
Vodafone pioneers commercialized shared services operations
Joint venture is powering the telecom leader’s digital transformation through data, AI and new ways of working
5-minute read
CASE STUDY VODAFONE
Joint venture is powering the telecom leader’s digital transformation through data, AI and new ways of working
5-minute read
Telco companies face several challenges today that include the rapid evolution of technologies, cybersecurity threats, regulatory and compliance issues, and a highly competitive environment for attracting and retaining top talent. Companies that embrace reinvention are better positioned to weather the industry’s volatility and capture more market share.
Vodafone, one of the world’s largest telco companies with over 330 million customers across 15 countries, is no exception. For over 20 years, we’ve helped them drive reinvention in every part of the company to become an industry leader in customer experience.
Perhaps most notably, Accenture helped Vodafone become a cloud-first company and led the reinvention of its global finance organization with SAP – one of the largest migrations in SAP’s history. We also helped them with cybersecurity solutions and automated self-service and intelligent care systems that streamlined Vodafone’s processes. Recently, we helped the company launch a new gen AI-powered chatbot for VOXI, Vodafone’s award-winning youth brand.
So, it was only natural that Accenture would bring its technology and talent expertise, tools, capabilities, and assets to help Vodafone deliver shared services to its industry customers via Vodafone Intelligent Solutions (VOIS).
VOIS—which has been operating successfully for over 15 years—brings together network monitoring, human resources, technology services, finance, and call center operations that used to be managed individually across markets at Vodafone into one shared service center.
Now, after reaching a new level of operational maturity, Vodafone’s new CEO Margherita Della Valle saw an opportunity to introduce “radical change” by offering this model as a service to other customers – all while simplifying the Vodafone organization, developing a customer-focused company culture, and providing new career opportunities for Vodafone’s people.
We’re excited about the potential of our new commercial shared services organization and the potential to serve not only Vodafone’s own markets but our Telco partners across the industry.
Margherita Della Valle / CEO, Vodafone
The partnership with Accenture not only presents a way to fulfill those goals – but also supercharges growth with higher quality services at a faster pace from initial concept to market availability.
The first wave of work is to improve operational efficiency through ongoing initiatives and the use of GenWizard—Accenture’s intelligent automation platform that has a full-suite of gen AI tools to help deliver IT technology services. GenWizard allows Vodafone to reduce the end-to-end technology delivery cycle, incorporating automation to move rapidly through analysis to deployment. Using orchestration capabilities to enhance coding, standardize documentation, and automate testing, the company will be able to deploy changes more quickly, provide a better customer experience by delivering technology enhancements more than 25 percent faster, minimize downtime, and ensure high service delivery levels for end customers.
One of the things Della Valle is most excited about is the opportunity this new commercial service will provide for Vodafone employees to train and upskill on new technologies that are rapidly changing and evolving, and for them to be such an important driver of this revolutionary initiative.
“As we develop new services together and open up to new customers, this will give our people the opportunity to benefit from new careers, new skills, a different view of the world,” Della Valle said. “Our employees have an even better experience by partnering with Accenture.”
The organization is also shifting its mindset to “thinking and acting like a partner” – whether it’s with customers, with Accenture, or with other telcos and tech companies as it extends and grows beyond its borders.
One thing’s certain: change will not stop at Vodafone.