CRM In Action

Company: Vodafone
Industry: Telecommunication
Solution: IEX Corporation
Functionality: Workforce Management
Cost: Free
Challenge: The aim was to boost scheduling efficiencies, increase adherence and gain much needed visibility into operations

::: Vodafone dials IEX for help with workforce management :::

Vodafone chose IEX Corporation, a subsidiary of NICE Systems Ltd, for help with their workforce management. The objective was to better the company’s scheduling efficiencies and obtain visibility into operations so that the company had the necessary information to take the right decision at the right time.

“Having no visibility into our outsource partners left us extremely vulnerable and unable to see any potential hotspots. Now we have a 2-week intraday view across all business units, allowing us to slide shifts or assign overtime well in advance of a problem.” says Andrew Hyde, planning manager Vodafone.

Vodafone was keen to improve adherence and it achieved its objective implementing the TotalView Real-Time Adherence (RTA) module, which led to an increase in adherence from 65% to 85% inside 3 months even though the company moved from fixed to flexible shift patterns.

Filed under: Business Intelligence (BI), High Technology