Case Studies
Client
Vodafone New Zealand
Quick Overview
Groundbreaking solution to allow Vodafone customers to re-sign on contract via TXT.
Vodafone TXT Re-signs
The groundbreaking project allowed Vodafone to re-sign its customers onto new legal contracts through TXT.
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The challenge
Every quarter, thousands of Vodafone's customer contracts expire and customers are encouraged to re-sign onto their current or a new plan, based on their phone usage.
Vodafone had identified that some customers found it inconvenient to go in-store to sign up to the recommended plan. If the re-sign process could be handled by TXT it would give these customers an easier option and decrease customer churn. However a mobile phone contract re-sign requires a legally binding contract to be established, something not achieved before by TXT.
How Ubiquity helped
Ubiquity worked closely with the Vodafone team, to design an automated process by which customers can legally re-sign to new contracts by TXT.
When a customer's plan is due to expire, Vodafone writes to them, recommending a new plan and giving them instructions and terms and conditions.
If a customer wants to re-sign, they simply TXT a short message to Vodafone. The technology Ubiquity developed receives the TXT and enters into a TXT dialogue with the customer.
In this dialogue, the type and length of the plan are confirmed and the legal requirements for customers to have seen terms and conditions are met.
The process is fully automated and also manages multiple variations, such as customers' entitlements to rebates or special offers. The system also allows for variations in the way customers might spell or abbreviate their TXT messages.
The Vodafone call centre can see, in real-time, exactly which step each customer has reached, in case the customer phones for help.
Once the TXT dialogue is complete, the system notifies the operational team at Vodafone who instigate the plan change. Once this was done, Ubiquity's system generates a data-feed to the mailing house, so written confirmation can be sent to the customer. A parallel data-feed, containing a full, date stamped transcript of the TXT dialogue and history of the transaction is sent to Vodafone's in-house document management system, so all legal requirements are met.
The system Ubiquity designed and built also gives the Vodafone marketing team real-time access to campaign reporting so they can see exactly how take-up is progressing and react accordingly.
What was achieved?
Vodafone customers now have the option to re-sign by TXT so service has improved. Ubiquity integrated sophisticated business rules into every step of the process so customers never ‘go missing’ part way through.
For example, if they don't reply to one stage of the TXT dialogue their database record is automatically flagged for an outbound live-operator service call.
While the system itself is complex, it makes contract re-signs easier for both the customer and Vodafone. The system is so flexible and robust the marketing team at Vodafone have been able to use it to test different messages and incentives, focusing their efforts on how to improve business results.
