Datec helps Vodafone Fiji manage rapid growth
Vodafone Group Plc is the world's leading mobile telecommunications
company, providing a wide range of services including voice and data
communications. Vodafone Fiji works closely with the Vodafone Group to
provide support, solutions and services that are tailored for every
customer’s request.
Challenge
The telecommunications industry is a highly competitive and fast moving sector. To remain at the forefront of this market, exceptional customer service must be delivered. Critical to exceptional service is rapid and accurate processing of customer accounts and bills. With customer service the fundamental element of Vodafone Fiji’s operations, it is crucial that business processes are streamlined and customers are provided with top level customer service.Vodafone Fiji recently experienced rapid growth, taking on 238,000 new customers, in 12 months. While this was great news for the business, it meant account managers and teams were handling at least 5,000 invoices per day, using manual processes of entering 15 digit serial numbers into the system to invoice each stock item.
For customers, this meant delays with their invoices as the team and its systems struggled to cope with the volume, often taking more than an hour to process just 100 invoices. The flow on effect began to impact morale as staff worked 24 hours a day, 7 days a week to complete invoices. Human error also became a factor as staff found themselves managing an increasing volume of customer complaints about inaccurate bills and invoices.
To address these problems, Vodafone Fiji needed an ERP solution that was capable of scaling up the invoicing process to cope with large volumes of invoices while at the same time, automatically scanning and tracking serial numbers.
Solution
Vodafone Fiji, in partnership with Datec (Fiji) Ltd, worked together to customise its existing Accpac ERP system. The customisation included improvements to the invoicing process and enhancements to the serial number tracking capabilities of the product. “Our strong partnership with Datec and Sage provided us with the ability to customise the software to suit our specific invoicing needs. We were able to shorten the invoicing process and also the task of scanning serial numbers, which has significantly improved productivity” said Divik Deo at Vodafone.“We found the ERP solution was easy to customise, and had the ability for features to be extended it meet Vodafone Fiji’s market’s specific requirements. Based on our 19 years of experience with Sage products in the Fiji market, we understand every business has different needs” said Umesh Nand at Datec.
www.sagebusiness.com.au/ns-vodafone.seo