Mobile Number Portability & Customer Retentions
The Business Challenge
Vodafone wished to provide facilities for customers to move to their network (“port-in”) from other telcos whilst retaining their existing mobile number.
Equally important as gaining new customers is the retention of existing customers. Vodafone’s objectives were to achieve:
- A reduction in calls and requests made upon contact centre
- Improved customer experience through greater accuracy and better flow of information
- Improved dealership experience of dealing with Vodafone
- Empowerment of dealerships via self-service
- Real time responses
What ThoughtBreak Did
ThoughtBreak acted as prime partner to Vodafone driving the project from inception through requirements workshops to implementation and post go-live support. Key roles performed include:
- Project Management
- Business Analysis
- Design & Development
- System Testing
- Test Support – Functional, User and Dealer Testing
- Implementation Management
- Post Go-Live Support
The Outcome
Through this project ThoughtBreak provided the facility to recommit customers and update account details and services easily and efficiently. Retentions worth over £4 million per year and port-ins worth more than £ 2 million.
