Vodafone CIO Anthony Thomas: Focus on better customer experience via CRM system, billing transformation, big data analytic, cloud
Vodafone CIO Anthony Thomas (Tony) says the Indian telecom operator will be focusing on superior service delivery and customer experience through a combination of CRM system, billing transformation, big data analytic and cloud capabilities.
Tony joined Vodafone India in April 2012, after working with Citi Group. His contribution to Vodafone has been significant as the telecom operator achieved several milestones in the recent past.
IT investments are important for a telecom operator who is constantly adding subscriber base and bringing new products and services.
At present, Vodafone handles over 10 billion CDRs (Call Data Records) per day including roaming CDRs.
In an interaction with TelecomLead.com’s chief editor Baburajan K during Amdocs’ InTouch 2013 in Singapore, Tony shared Vodafone India’s new initiatives and IT investment focus areas to improve customer experience and better growth.
Billing transformation — which is currently in association with IBM and Amdocs — will enable Vodafone to ensure strong billing platform. Vodafone’s roaming products are now part of the new billing platform. Vodafone is bringing down the number of billing instances to a single common instance across the country, streamlining processes and plans.
Big Data and Analytics
The Vodafone CIO says implementation of analytics solutions enables Vodafone to ensure that most appropriate services and products are offered to its customers. The volume and quality of available data had impacted deriving right insights in the past. With the convergence of IT and Networks, a more homogenous environment will be created for better analytics.
Vodafone gives special thrust on green IT and green networks. “This includes green focused designs, green equipment, monitoring and optimizing consumption, etc. We have a special team to execute and monitor our green projects,” Tony added.
The printers are managed by centralized network and Vodafone can control the toner usage and monitor paper usage the in their corporate office and regional offices.
Focus on Cost
Through cost efficiencies, Vodafone India targets to be one of the lowest cost operations in the world as a percentage of spend per customer.
Vodafone, like most large operators in India, outsources a majority of its IT functions. Hence, selection of vendor partners becomes very important. Foremost priority in vendor selection is on the vendor’s reliability, feasibility, expertise, global presence, etc.
The mobile operator, which is expanding its 2G and 3G network in India, will focus on paperless acquisition of customers. This will enable the telecom operator to focus on digital signature, biometrics, digital documents providing better customer experience and greener environment.
Innovation at Vodafone
Vodafone focuses on innovation. “It has just completed a successful pilot involving Aadhaar based mobile user verification. Focused innovation by IT vendors and operators will help the sector,” Tony added.
More about Tony:
Before joining Vodafone India, Tony served Citigroup, Ernst & Young, Intelligroup and SEEC among other organizations and held leadership roles in management consulting, information technology and business operations.
Though most of his career was based out of the USA, Tony has managed teams across the globe including in India. Tony has managed many key initiatives across multiple organizations and has made many key contributions to IT.
During his tenure at Citigroup as the global head of Digital Banking Operations, Tony drove the digitization of all Banking processes, including acquisitions, servicing, payments for a full lifecycle positive channel agnostic customer experience, reduced cost, reduced process cycles and increased revenue opportunities.
Prior to that Tony was the global head and Chief Architect of Citi eDelivery where he drove the development, roll-out and support of electronic interactive communications platform to digitize 2 billion communications; 3 billon pieces of paper at a $1Billion annual cost.