How to be more agile, deliver great customer experiences and reduce product and service go-to-market across different customer segments?
Addressing this need entailed a complete overhaul of Vodafone Ireland’s business model and IT architecture. The digital transformation was anchored in three main building blocks:
These building blocks were pivotal in driving efforts and defining priorities, ensuring alignment between all stakeholders and a sense of purpose regarding the defined objectives.
CELFOCUS Omnichannel is a telco-oriented solution, developed to ensure a consistent customer journey, regardless of the touchpoint. Know more about this product here.
CELFOCUS Omnichannel Core is the foundation for a truly omnichannel experience and acts as the backbone for many customer touchpoints across different devices and channels. It’s the central component of a holistic and transformative channel architecture which enhances customer experience by eliminating the software silos when customers interact with the company.
This module played a central role in articulating different requests for Systems of Engagement and System of Record, delivering:
Vodafone Ireland’s IT architecture approach allowed for a truly digital transformation by combining the implementation of a digital overlay using CELFOCUS Omnichannel with a full BSS stack transformation to adjust and prepare the organisation to maintain its leadership in delivering a rich and diverse product portfolio with a consistent customer experience across all channels.
The digital overlay implemented by CELFOCUS Omnichannel Core was pivotal in contributing to establishing a modern and open architecture where business teams have the necessary flexibility and openness, and the IT organisation has the required control, reliability and robustness.
Vodafone Ireland’s Digital Transformation Project:
About Vodafone Ireland: