Client Case Study: Vodafone Ireland

Vodafone is the largest Wireless Operator in Ireland and is a significant user of Nortel Meridian and Periphonics IVR infrastructure for the delivery of Customer Care to its customer base of over 2 million users. Its Call Centre Operations, with 520 agent positions, were spread across a number of sites in Ireland and managed by the Customer Care Division based in Dublin.

In 2002, Vodafone Ireland moved to a new HQ building in Dublin and relocated all departments including its Customer Care call centers into this new location. This represented a considerable challenge, as all Call Center operations needed to be functioning 24 hours per day during the transition period.

FCS was contracted to provide a range of services to enable Vodafone to execute this transition and to consolidate all of their operations into the new Mountain View site. FCS provided the best-fit solution and the engineers to carry out this project as well as project management, network design and several cost saving innovations for the customer.

FCS managed this project from the initial planning stage until the completion of the 1,500 personnel move over 5 consecutive weekends. The project was completed on schedule despite some major issues with third party equipment. FCS demonstrated its significant added value capability by localising and providing workaround solutions to the satisfaction of the management of Vodafone to enable the project to meet the scheduled completion date.

Vodafone viewed this project as a complete success and FCS was subsequently requested to provide technical services during the settling in period of 4 months. This coincided with the busiest period in Vodafone operations and again we provided a previously unavailable level of support to Vodafone. At the end of this 4-month period FCS was awarded a follow up contract for the provision of these services which reflected the level of satisfaction within Vodafone Ireland with the overall performance of FCS.