... The Warehouse teams up with Vodafone
The company where everyone gets a bargain is set to offer even better service to its customers, thanks to a new 550-connection Wireless Office deal with Vodafone. By using Vodafone New Zealand to mobilise its business, The Warehouse will significantly reduce its overall telecommunication costs. At the same time, customer service can be further improved thanks to staff being contactable first time every time.
The four-year Wireless Office deal, signed in January 2006, follows an in-depth 45-day mobility pilot and covers both The Warehouse and Warehouse Stationery. Vodafone won the account in a hotly-contested RFP, involving an independent consultant and a 10-month evaluation process.
The Warehouse CIO Owen McCall says duplicated infrastructure such as fixed lines and desk phones, and an oversupply of extensions, was costing The Warehouse a substantial amount of money. “Vodafone has worked really closely with us to understand what mobile solutions will help us improve customer service, improve internal communication and pass on even greater deals to our customers.
“During the mobility trial we ran prior to choosing Vodafone, we identified that mobilising our staff could save us money, purely in time saved, as well as improving efficiency and productivity by providing the right information at the right time and in the right place to our staff.”
Vodafone’s Wireless Office call plan securely connects The Warehouse’s existing internal phone system to its mobiles at low rates. This means it can ditch surplus landlines, and staff can be reached first time – no matter where they are. The Warehouse’s 550 connections includes 60 3G Vodafone Mobile Connect cards and 30 Windows-based i-mate handheld business devices, as well as more than 200 3G mobiles, to ensure staff are equipped with the tool that best suits their working style.
Thanks to Wireless Office, The Warehouse staff are able to talk much more, which facilitates improved internal communications, at lower cost to the company. The number of calls made within the Warehouse network has more than doubled from 18 to 40%, while the average bill cost has steadily decreased, going down 16% in the quarter to June 30. All this while the average user is speaking 15 minutes more a month!
Seamless global roaming is also a huge plus for The Warehouse. “We have buyers based internationally and in New Zealand. For our staff to secure the best deals for our customers, they need to be contactable 24/7. With Vodafone, our staff can travel the world and concentrate on doing their jobs – without having to worry whether the technology will work,” says McCall.
Very interesting. Creating virtual locations for their workers, access to on-line resources, extending communications to wherever they are. I know there are some success stories in this area, but not many get out for the public to read about.
Let's just wait for Number Portability to be in full effect in New Zealand from April 2007 to see things changing rapidly. This, with initiatives such as Vodafone At Home will change the telecommunications landscape in this country. If you don't know, Vodafone's At Home service allows customers to have a local calling area prefix that is routed to their cellular handsets within a specified area around their registered residence. Local calls will be free for customers, but outside the At Home area, normal mobile rates apply.
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