New Zealand co-operative Ravensdown had an aging call centre platform that was expensive to make changes on, was unable to bill based on consumption, and did not adapt easily to an omnichannel approach.
Ravensdown’s products, expertise and technology help farmers reduce environmental impacts and optimise value from the land. With numerous depots and stores across Aotearoa, their contact centres are based in two locations which have been live with the Vodafone Connect solution since June 2021.
Ravensdown approached Vodafone, who quickly identified that Vodafone Connect would be the ideal solution to solve their issues, enabling significant omnichannel functionality with various CRM integrations – Voice, SMS, Email and Web Chat Routing, ServiceNow CRM record popping, Reporting & Dashboarding and Verint Monet Workforce Management. Vodafone demonstrated new ways of working and faster time to value with AWS.
Omnichannel functionality is a win for both a business and their customers. By moving to Vodafone Connect and improving their omnichannel approach, the Ravensdown team can now oversee a holistic view of customer communications, and their customers have the power to choose how they communicate with the business, whether that’s email, phone, or online.
Ravensdown Customer Centre Manager James Jacques says the Vodafone Connect solution has been a drastic improvement to their contact centre functionality, and the team was thorough and efficient throughout the whole process. “Vodafone’s continued commitment to get this system up and running has made a real improvement to how we interact with our customers.
“This ease of omnichannel solution has made a significant difference to our business.”
Scott Gardiner,Vodafone Cloud Solutions Manager, is pleased to have set another great Kiwi business up for success and is looking forward to delivering Vodafone Connect to even more customers.
“What we delivered for Ravensdown is another example of our Vodafone Connect solution having a real positive impact on customer experience for a Kiwi business.”
The Vodafone technical teams worked very closely and collaboratively with Ravensdown, even though the entire process took place over video conferencing during Covid lockdowns. Vodafone was able to carry out complex bespoke CRM and ServiceNow integrations within a complete a 16-week deployment.