case study
This
is a great example of how a progressive partnership between Dimension Data
and Vodafone Australia, a major cellular services provider, delivered value
to both organisations.
Step
1: Build
For
many years Dimension Data had deployed successful projects for Vodafone in
the networking and call centre space, including the roll-out of a call centre
virtualisation project.
Dimension
Data anticipated that Vodafone had a real need for enhanced, innovative
services that were focused on their business outcomes. This led to Dimension
Data assuming greater responsibility and accountability for service processes
and delivery.
Step
2: Support
As a
first step on this journey, we consolidated the maintenance of all Vodafone’s
call centre products, involving 15 different vendors, into one service model
and contract, using the Maintain Service function.
Step
3: Plan
Next,
we began to look for ways to help Vodafone innovate with technology in order
to win greater market share. We utilised our consulting approach and
identified that we could enable Vodafone to substantially reduce the cost of
handling prepaid mobile registrations in its call centre with speech
recognition technology. This would allow Vodafone to give away prepaid trial
packs at large sporting events and still be able to handle the load, as
thousands of people registered over a short period of time.
Step
4: Innovate
Next,
we implemented the prepaid mobile project, making use of an innovative
risk-sharing commercial model. The number of successful registrations, using
the self-service application, is a key measurement of the efficacy of the
application. Our margin, over the three-year lifespan of the Managed Service,
was tied to this metric. We were incentivised to continually improve the
resolution rate of the application, and this in turn improved the return on
investment for Vodafone.
Step
5: Manage
The
resounding success of this model led Vodafone to request that we develop a
shared Managed Services model for its entire call centre, using a mixture of
Dimension Data and Vodafone staff. Again, shared risk and reward was built
into the contract.
Step
6: Improve
To
ensure that the call centre continued to support Vodafone’s changing business
environment and strategies, the shared Managed Services framework was
designed to include business alignment services (e.g. IT strategic planning)
and innovation.
The
higher level of risk associated with innovation is addressed by our shared
risk and reward commercial model. Several ideas have been prioritised for
future development.
