According to Loes Tjerkstra, Manager B2B Customer Success Management, VodafoneZiggo, “For customers, Service Navigator is a reason for doing business with us. This solution offers them efficiency, transparency and a reason to be willing to have VodafoneZiggo manage their equipment. Our relationship with enterprise customers really improved thanks to Service Navigator. We would not even have some B2B customers if we didn’t provide them with this solution.”
Service Navigator provided benefits for several Vodafone OpCos, improving how they worked internally and the relationships with their enterprise customers.
The solution’s key advantages:
- Proactive monitoring – The operator can detect and start fixing a problem or anomaly before the customer refers it.
- Saving costs and increasing productivity – The operator can grow and support a large customer base without having to drastically scale-up teams.
- Transparency – Customers can manage and view their network on a real-time basis and in an easy and presentable way, promoting trust, efficiency and better communication between the customer and the operator.
- Single source strategy – The operator has a single IT system that manages all data, orders and inventory, preventing duplication and error, which can be integrated with external systems to automate specific tasks.
- Partner Interactions – Field service partners can handle work orders from the operator for order fulfilment, service changes or fault resolution. The operator can further issue and manage orders to external service providers for wholesaled fixed access. Resellers can access the customer portal and manage their customer base services.
- Reporting – The operator can extract multiple reports and see what has been performed by who and at what speed, pinpointing any issues in a specific delivery or order and correcting them.
The Future with Celfocus Business Services Platform
Service Navigator has been revamped to improve user experience, and the underlying technology has been modernised for a microservices architecture and readied for cloud deployment, providing its customers with much more flexibility and scalability. Investment has also been made regarding its documentation and increased automated test coverage for better quality assurance.
By leveraging proven technologies and frameworks used in other Celfocus solutions, the new version of the product is now an integral part of Celfocus’s Business Services Platform (BSP), a backbone for Celfocus’s B2B2X solutions. The new platform extends the underlying Service Navigator capabilities, keeping all the built business benefits while introducing key usability improvements for day-to-day operational efficiency.
Ultimately, Celfocus BSP is a platform that enables digital transformation and evolution, simultaneously improving journeys and processes for customers, partners and internal users.
