Call Centre Order Management Platform

The Business Challenge

Vodafone’s legacy call centre order management system had reached end-of-life and was inhibiting the business through poor performance, high maintenance costs and poor user experience.

Vodafone needed an intuitive and performant solution to handle their consumer and SME call-centre orders. The business processes were extremely complex and the target delivery dates very pressured.

What ThoughtBreak Did

ThoughtBreak designed and built a web-based application in call centres to manage the negotiation, provisioning and equipment logistics for call centre orders.

The Outcome

The system was fully live in March 2009.  Subsequent phases of the project are ongoing and delivering additional business benefit.

Today all call centre, retail, dealer and website sales of Vodafone UK contract orders are completed using software developed by ThoughtBreak and based on our workflow software toolkit.