Call To
Numbers — Oct 2016 by CELFOCUS
Many times we say numbers are cold. But not at all. In reality, they are carriers of a wide variety of emotions.
Numbers have the power to translate our biggest successes and failures. Define objectives. Establish expectations.
They work as a universal language to interpret a reality or even to define one. They become part of our knowledge on a specific reality.
Daily, in our business, the majority of the numbers we deal with are regarding time: the seconds, the minutes, the hours, the days, the weeks. But they are also an economic expression of our work: the revenue, the cost, the margin.
We live surrounded by digits, accounts and accounting - and that doesn’t make our work boring. Quite the opposite.
The mastery of numbers translates into pragmatism, assertiveness, and objective. Allowing us to be, simultaneously, emotional and pragmatic beings. Creative and productive. Dreamers and builders.
Being able to understand and grasp the success of a business, is in fact quite magical.
September 2016
A moving customer experience powered by CELFOCUS Omnichannel
Visiting a Vodafone store, calling a Call Centre are some of the options available for Vodafone customers every time a problem or difficulty arises, or even when wanting to purchase a new device. Regardless of the subject matter, many customers opt to visit a Vodafone store for a more personalized experience.
In September, Celfocus’ mobile team helped rethink the store experience. How? VFE Tab. This solution creates a more mobile experience for customers, by having agents nearby with a tablet performing processes such as: change phone number, swap SIM card, check eligibility, subscribe, among many others.
VFE tab is an instantiation of CELFOCUS Omnichannel, this solution is a perfect example of what a project team is capable of creating from our product. The ubiquitous nature of CELFOCUS Omnichannel's architecture, and the out-of-the-box integration between the products' tablet-based UI and the same features available on the web UI (VFE), allowed the project team to deliver faster and reuse both the back and front end dimensions of the existent web-based VFE business processes.
Select, Compare, Purchase at Vodafone Stores
When purchasing a mobile device, doubt and diversity are always showstoppers. To help overcome this challenge, Celfocus delivered the Product Selector for Vodafone Portugal.
By taking the operator’s comparator feature to the stores, Vodafone customers are now taking decisions faster. This solution allows customers to compare the different devices in the store, previously only available online. In addition to the comparator feature, the Product Selector contextualizes customers, displays Club Viva points, and has access to customer’s wishlist.
Doing so incentivizes customers to distinguish which device best suites them while at the store, leading to a faster decision making process. This solution can already be seen at the Vodafone store in Colombo Shopping Centre.
A more agile way of delivering projects at Vodafone Group
In between the dependencies and lack of autonomy, the struggle between Marketing and IT teams is a well-known struggle by Telcos all over the world. For Vodafone Global the infamous battle recently came to an end.
Using an agile delivery model, user-experience designs, and flexible templates, Celfocus has revolutionized the Group’s Enterprise online presence. Having provided the flexibility and autonomy required, Vodafone Marketing teams are now able to create new content in short and reliable intervals.
Celfocus’ agile delivery has been recognized for its speed and simplicity, introducing new deliveries on three-week cycles. As a result, the Enterprise Portal recently increased the number of leads generated by 150%.
Diversity and Data Mediation for Vodafone Global
The Internet of Things’ ambition to have all devices in constant communication not only means that our lives will be entirely connected, but also that there will be unimaginable amounts of information traveling back and forth. The way to understand and treat this vast amount of information was a challenge Celfocus recently faced.
A year ago, Celfocus successfully took part in what was considered the Release 4 (R4) for M2M Billing. For this delivery Celfocus delivered two important components: Mediation and Bundle Management through Digital Route's MediationZone technology.
Celfocus Mediation Zone solution is an important delivery for the M2M world as it is the component responsible for transforming, enriching and filtering data, depending on the customer’s needs. Once that data is managed, it is then sent to the Billing solution, guaranteeing that customers are promptly and correctly invoiced for the services requested.
Bundle Management allows Vodafone to offer new pricing features with more flexible tariffs, capable of responding to the automotive business needs, as seen in the Internet in the Car project with split billing. With this solution, Vodafone is now able to control non-monetary bundles at any billing level (including SIM).
As of September 2016, Vodafone is able to process higher amounts of information and provide Enterprises with more diversity in their bundles.
More for du’s dealers
The Dealer Sales Portal (DSP) is a web application that simplifies the sales process, allowing agents to perform customer registration, manage offers on Consumer and Enterprise customers, as well as easily search for customers using their mobile or account number, providing a 360º view of customers immediately.
During the Retail Phase I, Celfocus took the DSP to dealers, allowing them to use Du Sales Portal and all its operations for the first time, previously only available in Du corporate stores. For Phase II, dealers gained access to an even larger amount of processes, such as: Change Mobile Number, Change Status, Delete SIM Card, Change Primary Account Holder/User, among others.
To control the execution of these processes there is a profile-based feature (gold, silver, bronze), allowing Du to limit dealers’ actions and keep track of commissions. With this new phase du’s new and existing customers are able to perform a wide array of operations, regardless of their location in the Emirates.
Reaching new coordinates
On October 20th, Celfocus celebrated both its 16th Anniversary and the inauguration of the Newbury office. To mark these important milestones, Celfocus hosted a reception and welcomed clients to enjoy a pleasant afternoon.
The Newbury office is an important and strategic move as it brings us physically closer to Vodafone’s headquarters and Vodafone Group Technology. Celfocus’ presence in Newbury demonstrate a long-term commitment with Vodafone UK and Vodafone Global.
This office also shares the space concept seen in our offices in Lisbon, Oporto, and Turkey. The office concept started with the coordinate, and took the degree symbol as a focal point. Being CELFOCUS, belonging, is now present in our spaces and in the connections we establish. Celfocus offices are more than an extension of our communication; they are a mirror and a dynamic speaker of our culture.
On this day, we also celebrated Celfocus. And Celebrated You.
See more photos here.
