Vodafone Germany rings Tech Mahindra for seamless CX

Vodafone Germany has expanded its partnership with Tech Mahindra towards the transformation of its sales and customer experience processes.

As a part of this multi-year engagement, Comviva, a Tech Mahindra company, will deliver a unified sales solution across mobile, fixed, cable and TV services businesses of Vodafone Germany. 

The expanded partnership, which began in 2019 and partnership focused on transforming assisted sales experience, will target transforming non-assisted digital sales channels and elevating the entire integrated buying experience.

”We are grateful for the support and guidance of Vodafone Group as we embark on a new chapter in our digital journey, building the groundwork for the next generation of technology solutions on BlueMarble foundation,” said Manish Vyas, CEO of network services at Tech Mahindra.

Comviva has deployed its BlueMarble platform with an expansive range of use cases that include digital commerce, catalog, order management and customer care. 

BlueMarble is a modular commerce, order management, customer care and partner management digital platform. It is a 5G ready, cloud-native, microservices based, open digital solution that delivers business agility by offering personalised customer experiences and journeys.

The first phase of the engagement was focused on creating a unified platform that provided a converged 360-degree view of the customer across telesales and retail operations. 

The second phase will further the convergence to digital channels and empower Vodafone Germany in extending on-demand, personalised solution bundles seamlessly to its customers across the channels of their choice.

Ulrich Irnich, CIO at Vodafone Germany, said the expanded partnership and choice of ODA-compliant cloud-native Comviva platform will enable them to drive personalisation at scale and further optimise experience across online and in-store. 

“The new solution shall help us align teams around a single view of the customer, with insights and activation capabilities that will make experiences even more seamless, connected and relevant,” said Irnich.

Comviva CEO Manoranjan Mohapatra said a unified integrated customer experience across all channels is paramount since customers use a variety of touchpoints to engage both digitally and offline. 

“Our partnership shall deliver a more comprehensive view of customer journeys and enhanced omnichannel experiences,” he said.