Satori Analytics has teamed up with Vodafone Greece, the Greek affiliate of Vodafone Group, one of the world's largest technology and telecommunications providers, to enhance its digital infrastructure and customer service.
Vodafone has placed a strong investment in the Pega decision support platform, one of the most sophisticated platforms in the fields of Customer Relationship Management (CRM) and Business Process Management (BPM). However, the team implementing strategies on Pega experienced resource turnover, capacity fluctuations, onboarding delays, and risks of single points of failure.
The Solution
Satori Analytics partnered with Vodafone Greece to optimize their use of the Pega platform through several key initiatives:
• Hands-On Support: Satori provided ongoing, hands-on support to ensure Vodafone's team could effectively manage and utilize the Pega platform. This included a dedicated team to create strategies and maintain smooth operations.
• Targeted Training and Streamlined Onboarding: Satori delivered targeted training sessions to equip Vodafone's team with the necessary skills and knowledge. A streamlined onboarding process ensured new team members could quickly get up to speed and contribute effectively.
• Handling Demand Surges and Attrition: Satori planned for scalability by proactively creating reserve resources. This approach allowed Vodafone to handle demand surges and staff attrition efficiently, ensuring quick replacements and uninterrupted service.
• Dedicated Mentorship: A Pega Lead from Satori offered mentorship and support, helping Vodafone address challenges and boost confidence in the Pega implementation.
The Impact
Satori Analytics' collaboration with Vodafone Greece has led to significant improvements in their operations and customer service:
• Accelerated implementation: By increasing the Strategy Designer workforce, Vodafone accelerated the implementation of key strategies.
• Reduced Onboarding Time: Onboarding time was slashed by more than 50%, enabling new team members to become productive much faster.
• Rapid Demand Response: Vodafone can now meet increased demand within weeks instead of months, ensuring they stay agile and responsive.
• Minimized Disruptions: Operational disruptions have been minimized, ensuring seamless business continuity.
The enhanced capabilities have helped Vodafone to consistently deliver top-notch customer experiences. These improvements have strengthened Vodafone’s position as an industry leader, showcasing their commitment to innovation and excellence.
Because of this, our work was awarded at the 2023 DEH Bite Awards with a Silver Award for Innovation in Telecom.
