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Onlinet - Vodafone Case Study - ENG
1. F I L E S
T O P
S E C R E T
Document type:
Registered as:
Date:
CASE STUDY
ONL/01-10
12-03-2010
ONL01
WHY
WILL INVITE
HIS CUSTOMERS
FOR A COFFEE?
VODAFONE
CONFIDENTI
Order
No:
2010/001
2. F I L E S
VODAFONE:
THE FINE ART OF
CUSTOMER SERVICE
INFORMATION IN A TOUCH
w w w . o n l i n e t . e u
2.
„Customer Services is the place“
says Ferenc Halász
Campaign Manager, Vodafone Hungary
„ We work hard to get and keep
our customers trust. In many cases
the Customer Services is the place
where we find out, if our efforts
has reached it s purpose.
ONLINET does a lot,
in order to reach them.“
&Figures
Vodafone Group
Established:
Headquarter:
Global presence:
No. of customers:
No. of employees:
Global revenue:
Vodafone Hungary
Established:
No. of customers:
No. of mobile internet customers:
No. of employees:
Retail shops:
Market share:
1984 (subsidiary), 1991 (independent)
Newbury, United Kingdom
27 countries, 40 partner networks
more than 300 million
more than 79,000
41.02 billion GBP (09/2008)
1999
more than 2 million
almost 300k
almost 2000
22 own shops, 200 dealer shops
21.91% (05/2009)
THE CHALLENGE
One of the secrets of VODAFONE
Hungary s success is the
excellent customer care
and service.
The retail
shops re-
presents an
important field in the
interaction with the
customers. The short
waiting times and the
accurate service was
always a major priority.
But VODAFONE has felt
that the good can be made
better.
Among the sales reports it would be important to
know, what the customers think about the quality
of service. The waiting time spent in a useful way,
the exploration of cross-sales opportunities was an
important purpose too. Above all these, the leading
mobile service supplier had a firm idea, about a plus
that none of his competitors offer to it s customers.
The first installation of the combined ONLINET and CISCO solution was
in the VODAFONE retail shop, located in the Alle Mall
in Budapest. This will be followed by the
the whole VODAFONE owned shop chain.
As part of the solution, every
ONLINET ticket dispenser
with 17" touchscreen
installed in the
VODAFONE shops
since 2003, was
replaced with a
modern 26"
touchscreen ticket
dispenser model.
The advantage of
these models is
that can display
commercials and
and menus in the
same time . The
next part is the
Cisco DMP (digital
media player) with
which the content on
the LCD screens pla-
ced in the window
display and customer
waiting area, can be
uploaded and controlled
from a central location.
THE SOLUTION
in co-operation with:in co-operation with:in co-operation with:
“ONLINET is a flexible
partner“
says Laszlo Gyorgy - CEO, CISCO Hungary
“ ONLINET really understands
new market needs , and
also realized that innovation
can turn "simple" products
into an effective
IT solution.“
Facts
,
,
,
3. F I L E S
INFORMATION IN A TOUCH
w w w . o n l i n e t . e u
3.
Waiting for more than 8 min.?
Coffee or hot chocolate?
The VODAFONE retail shop, operating in the Alle Mall
in Budapest, treat his customers who has to wait more than
usual, with something unique. At the ticket dispenser termi-
nal after selecting a service, each customer can enter his
mobile number on the touchscreen. If someone has to wait
for more than 8 min., in a text message, will receive a code
on his phone, with which can have a coffee or a hot choco-
late from the vending machine, placed in the customer
waiting area.
“WE GET SMILE(Y)“
CONSULTING
FOR INCREASED EFFICIENCY
It is not enough to have a feeling that your customers
are happy, this has to be a matter of fact.From now on,
every retail shop owned by VODAFONE, will measure and
record the customers „level of satisfaction“. This is
done by a desktop touchscreen kiosk and a special
application which runs on it. At the end of the admi-
nistration, each customer leaves his feedback by
selecting one of the three icons on the screen (happy,
indifferent and sad face). The selection of the customer
is recorded, together with the rest of data related to
him and later can be included and displayed in the
statistics.
The heart of the system is the ONLINET CDS
Monitoring and Statistics software. Using this
software we can collect a great amount of data
from the system which will help not only in
taking immediate actions, but also in planning
and developing a long-term strategy. ONLINET,
through the consulting services, will analyze the
data recorded by the Queue Management System,
in the 22 retail shops owned by VODAFONE, in
order to give strategically important advices.
The purpose of the consulting service is to make
the VODAFONE retail shops operation more
efficient.
in co-operation with:
