Skip to main content

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Vodafone

Case Study

Vodafone: Transforming to always-on customer engagement

  • 300% improvement in offer acceptance
  • £1 increase in ARPU, per customer, per month
  • £100M+ incremental profit, annually

"We can forget about the channel. Channel is irrelevant. We're available in any channel the customer wants...We have genuine, relevant, one-to-one communications, personalized to the individual – making decisions based on what happened half a second ago."

The Business Issue

Vodafone’s customers, now more than ever, follow a non-linear, cross-channel, and increasingly digital-first journey when making purchase decisions.

However, previous technologies limited Vodafone’s ability to combine inbound and outbound marketing or engage on a one-to-one basis – making it difficult to meet their customers’ demands.

Vodafone was siloed in their marketing channels, using audience-based segmentation with limited context. Their vision was to transform to an “Always-on Engagement” model, delivering hyper-personalized and meaningful content during every interaction – on every channel, in real-time.

The Solution

With Pega Marketing and the Customer Decision Hub, Vodafone has been able to integrate their inbound and outbound channels, including call centers, retail stores, web and mobile, IVR, and most recently their campaign management program.

Vodafone uses Pega to monitor customer events in real time, determine which of these events require action, and personalize and deliver responses accordingly – ultimately enabling Vodafone to deliver a best-in-class customer experience.

The Results

During their tenure as a Pega customer, Vodafone has seen fantastic performance gains, including:

  • 7% increase in ARPU
  • 22% reduction in commissions
  • 12% increase in offer acceptance
Share this page Share via x Share via LinkedIn Copying...

Related Resources

Learn how Vodafone’s efforts are changing the nature of its relationships – across the lifecycle.

Pega Customer Decision Hub

Deepen relationships and maximize value.
Learn more

Tags

Industry: Communications Service Providers Product Area: Customer Decision Hub Product Area: Pega Customer Decision Hub for Communications
Share this page Share via x Share via LinkedIn Copying...