Vodafone Business opens new digital opportunities for more businesses with Salesforce.
“We believe that the opportunities and promise of a better digital future should be accessible to all without compromising the sustainability of our planet.”
Vodafone Business lays the foundations for greater growth and innovation.
7,500 people migrated to a new platform in a single weekend.
Delivering successful change on a massive scale.
More accessible customer data helps to boost efficiency.
With hundreds of thousands of B2B customer records captured in Ignite, data security is a big consideration for Vodafone Business. With Salesforce Shield, it can protect sensitive data through encryption policies while still providing a seamless user experience.
Customer and sales information is now much quicker and easier to find and can also be accessed remotely via the Salesforce mobile app, which has proved a massive hit with the team. Within just three weeks of deploying the app, the number of unique users jumped by 130%. Empowering sales reps with mobile access to data will help them progress and convert leads more rapidly, which will support future growth.
AI empowers sales team to have more intelligent customer conversations.
Vodafone Business is also ramping up how it leverages AI within its sales organization. During May and June of 2020, it rolled out Einstein to around 800 users in its global enterprise division, which supports around 1,400 large multinational customers. “With Einstein, we can make CRM even more intelligent,” said Small. “It will help us predict customer needs, identify white space within an account, and prioritize leads and opportunities.”
An initial pilot with the digital sales team revealed the huge impact that AI could have on enriching the experience for Vodafone Business customers. For example, the time needed to prepare for a customer meeting reduced by 40% while the time taken to close a deal decreased by 12%. With Einstein, Vodafone Business will be able to help its customers achieve their goals faster and free up its teams to provide value-added services.
Einstein also provides sales reps with a more granular view of their customers with all previous interactions visible in one place. “With Einstein, we can have more conversations with our customers and offer more relevant solutions that meet their needs,” said Small. “AI and Salesforce will be key to our ongoing digital transformation.”
The IT team uses Trailhead to learn more about Einstein, which it has embedded into the Salesforce mobile app, as well as other solutions on the implementation radar, such as Salesforce Anywhere and Salesforce Inbox.
Vodafone Business helps its people work from home effectively during the pandemic.
The COVID-19 pandemic accelerated Vodafone Business’ digital roadmap, with 60 new projects currently in the pipeline for the Ignite platform. “We had to go bigger and faster with our digitalization plans,” said Small. “Providing our teams with access to intelligent CRM and digital tools for guided selling journeys was key to enabling the shift from field to digital sales.”
Vodafone Business already had a strong remote working culture, which meant it could respond faster to lockdown measures. By the end of March 2020, 99% of its people were working from home. “We focus on work outcomes, not workplaces,” explained Small. “Digital processes and tools, such as Sales Cloud and Chatter, made it easier for our field sales team to make a rapid transition to working from home full-time.”
Vodafone Business also played a key role in supporting its customers during the various lockdowns by providing additional capacity and connectivity so people could work securely and effectively from home. “There was a big increase in demand for fixed data and mobile services, so we had to ramp up our infrastructure and, in many cases, support our customers to transition their entire workforces to their homes within a couple of days,” said Small. “We’re now focusing on how we can help people return to work safely and ensuring societies and individuals remain connected.”