1. TI001
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DoE 201
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I :
TO NrFer N
O d
P C O
SE
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ET
WHY
ONL01
WILL INVITE
VODAFONE
HIS CUSTOMERS
FOR A COFFEE?
E S
F I L
Document type: CASE STUDY
Registered as: ONL/01-10
Date: 12-03-2010
2. www.onlinet.eu
VODAFONE:
in co-operation with:
THE FINE ART OF
CUSTOMER SERVICE
THE CHALLENGE
One of the secrets of VODAFONE
,
Hungary s success is the
excellent customer care
and service.
The retail
shops re- „Customer Services is the place“
presents an
important field in the says Ferenc Halász
interaction with the Marketing Director, Vodafone Hungary
customers. The short
waiting times and the
accurate service was „ We work hard to get and keep
always a major priority. our customers trust. In many cases
But VODAFONE has felt
that the good can be made the Customer Services is the place
better.
Among the sales reports it would be important to where we find out, if our efforts
know, what the customers think about the quality
of service. The waiting time spent in a useful way,
has reached it ,s purpose.
the exploration of cross-sales opportunities was an ONLINET does a lot,
important purpose too. Above all these, the leading
mobile service supplier had a firm idea, about a plus in order to reach them.“
that none of his competitors offer to it,s customers.
THE SOLUTION
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
Facts
“ONLINET is a flexible
ONLINET ticket dispenser
with 17" touchscreen
installed in the
VODAFONE shops
since 2003, was
Figures &
partner“ replaced with a
modern 26"
Vodafone Group
touchscreen ticket Established: 1984 (subsidiary), 1991 (independent)
says Laszlo Gyorgy - CEO, CISCO Hungary dispenser model. Headquarter: Newbury, United Kingdom
The advantage of Global presence: 27 countries, 40 partner networks
these models is
“ ONLINET really understands that can display No. of customers: more than 300 million
new market needs , and commercials and No. of employees: more than 79,000
and menus in the
also realized that innovation same time . The Global revenue: 41.02 billion GBP (09/2008)
next part is the
S
can turn "simple" products Cisco DMP (digital
into an effective media player) with Vodafone Hungary
IT solution.“
I L E which the content on
the LCD screens pla-
ced in the window
display and customer
waiting area, can be
Established: 1999
No. of customers: more than 2 million
No. of mobile internet customers: almost 300k
No. of employees: almost 2000
F INFORMATION IN A TOUCH
uploaded and controlled
from a central location. Retail shops: 22 own shops, 200 dealer shops
Market share: 21.91% (05/2009)
2.
3. www.onlinet.eu
in co-operation with:
“WE GET SMILE(Y)“
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.
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.
CONSULTING
FOR INCREASED EFFICIENCY
The heart of the system is the ONLINET CDS
Monitoring and Statistics software. Using this
software we can collect a great amount of data
S
from the system which will help not only in
taking immediate actions, but also in planning
E
and developing a long-term strategy. ONLINET,
through the consulting services, will analyze the
L
data recorded by the Queue Management System,
I
in the 22 retail shops owned by VODAFONE, in
order to give strategically important advices.
FThe purpose of the consulting service is to make
the VODAFONE retail shops operation more
efficient.
INFORMATION IN A TOUCH 3.
