Case Studies
Client
Vodafone New Zealand
Quick Overview
End-to-end automation of the marketing process provided Vodafone with the flexibility to offer different customers different response channels in a fully scalable and operationally efficient way.
Vodafone Plan Launch
Unprecedented capability to manage and action responses from thousands of customers, simultaneously, across multiple channels, and to automatically respond to customers in a fully personalised way.
-
The Challenge
In launching the new You Choose and Best Mates plan to their customer base, Vodafone wanted to be able to offer different customers different response channels, improving customer service.
In just four weeks, an automated system had to be developed which would integrate across multiple systems and meet the needs of different suppliers and internal teams. It had to be highly scaleable and support high volumes over short periods of time, and accommodate sophisticated segmentation and personalisation.
What was done
Customers were sent a targeted direct mail offer of a specific new plan based on their usage. Different customer groups were offered differed response channels. Our solution managed the responses from each customer group, whether they were directed online to a website, to the v.box online channel or replied by TXT.
TXT transactions were handled using the new Contract Re-signs system by Ubiquity.
Our system processed the high volumes of customer plan requests and sent the required details to the operational team at Vodafone for implementation. Once this was done, a data file was generated to the mailing house, so written confirmation could be sent to the customer.
Another parallel process posted a full, date stamped transcript of the TXT dialogue history to Vodafone's in-house document management system, so all legal requirements were met.
The outcome
This end-to-end automation of the marketing process gave Vodafone the flexibility to offer different customers different response channels in a fully scalable and operationally efficient way.
To deliver the You Choose and Best Mates plan launch, Ubiquity developed the solution as a fully automated communications platform for Vodafone. This means future campaigns are 'plugged-in' to the system with little or no new development work.
