Digital Transformation Consulting

The specific issue faced by Vodafone was the need to enhance operational efficiency and expand its shared services capabilities while maintaining high-quality service delivery. Previously managing network monitoring, HR, technology services, finance, and call center operations separately across multiple markets, Vodafone sought to unify these functions into a mature, streamlined shared services model. The company aimed to leverage this model not only to optimize internal operations but also to create a commercialized service offering for industry customers, facilitating growth, simplifying organizational complexity, and providing new career development opportunities for employees.

To address these challenges, Accenture partnered with Vodafone to develop and scale Vodafone Intelligent Solutions (VOIS) into a market-ready service platform. The tailored solution included implementing Accenture’s GenWizard, an intelligent automation platform powered by generative AI tools, to accelerate technology service delivery. This automation enabled Vodafone to reduce the end-to-end technology deployment cycle by more than 25%, improve orchestration processes for coding and testing, and standardize documentation, resulting in faster deployment of technology enhancements, minimized downtime, and higher service levels for end customers. The initiative also prioritized training and upskilling Vodafone employees, fostering a culture of partnership and continuous learning to support the new digital and service-oriented objectives.

As a result of these targeted measures, Vodafone achieved significantly faster technology change deployment, with improvements delivering technology enhancements over 25% more quickly than before. The new commercial shared services model opened opportunities for Vodafone employees to gain new skills and pursue diverse career paths, supporting organizational transformation. This strategic approach not only optimized Vodafone’s internal operations but also positioned the company to offer high-quality shared services to other telecom industry players, thereby fostering growth and innovation in the sector.