Vodafone Australia, which has a 4G network that covers more than 22 million Australians, will use the Splunk platform to strengthen operations, network visibility and reporting. Vodafone’s investment significantly enhances its ability to investigate and resolve customer-facing and back-end issues, delivering a positive customer experience by providing proactive and predictive insights into customer needs.
Vodafone can overcome the telecommunication issue of having to navigate multiple manual legacy tools to correlate and analyze data regarding operations and network performance.
Vodafone has automated many processes after the deployment of the Splunk platform. Splunk allows the team to gain insights and act more swiftly to solve issues that may impact a customer experience.
Splunk also continues to help with internal system performance improvement including log-on times for customer care agents, speed of credit checks and ensuring mobile number porting performance is at optimal levels.
“Splunk’s diagnostics and analytics capabilities also help our internal teams uncover issues that may hinder performance or impact customers to maintain a level of performance we’re proud of,” said Dan Lloyd, chief strategy officer and corporate affairs director, Vodafone Australia.
“Vodafone has demonstrated to Australia’s enterprises how machine data can help solve a multitude of business challenges and create opportunities,” said Simon Eid, area vice president, ANZ, Splunk.
Vodafone Australia will launch fixed broadband services in late 2017. Vodafone Australia’s customer base was approximately 5.7 million. It employs around 3,000 people at its Sydney, Melbourne, Brisbane, Adelaide and Perth offices, Customer Care Centre in Hobart and more than 120 company-owned retail stores throughout Australia.