Digital Transformation Consulting

The case study details Vodafone's challenge of enhancing operational efficiency and expanding its shared services model into a commercial offering for industry customers. Vodafone aimed to simplify its organizational structure, foster a more customer-centric culture, and create new career development opportunities for its employees by leveraging its established VOIS shared services, which consolidated network monitoring, HR, technology, finance, and call center operations. The company sought to introduce "radical change" by transforming this internal model into a service that could deliver higher-quality, faster solutions to both Vodafone’s markets and industry partners.

To address these issues, Accenture collaborated with Vodafone to accelerate the maturity of its shared services and develop a new commercial service model. This included implementing GenWizard, an intelligent automation platform equipped with generative AI tools designed to streamline IT technology services. Through automation of analysis, deployment, coding, documentation, and testing processes, Vodafone reduced its technology delivery cycle times by more than 25%. This automation-enabled approach resulted in increased deployment speed, minimized downtime, and higher service reliability, ultimately delivering technology improvements more rapidly and enhancing the customer experience.

Quantifiable results included delivering technology changes over 25% faster, enabling Vodafone to provide improved services at a quicker pace. Additionally, the initiative has opened up career advancement pathways for Vodafone employees, offering upskilling opportunities and a chance to participate in innovative projects. The new commercial shared services model is positioning Vodafone not only as a more agile and customer-focused organization but also as a provider of next-generation shared services to telecom industry partners, fueling growth through digital transformation and intelligent automation.