As a global player in the telecoms industry, Vodafone's reputation thrives on their ability to stay reliable at carrier scale. Their internal service management tooling was a patchwork of region-specific platforms — operationally functional but slowing every cross-region engagement.
The brief
Build a unified service-management workflow that worked across regions, with vertical-specific automations for the use cases their frontline teams ran most often.
What we built
A custom workflow layer on top of their existing service management platform:
- Region-aware ticket routing with automatic escalation tied to local on-call schedules
- Vertical-specific templates for the 12 highest-volume engagement types
- Integration with their internal asset and identity systems
- Reporting dashboards designed for frontline managers, not just executives
How we delivered
Three-phase rollout over nine months. Phase 1 in two regions for validation, Phase 2 in five regions for refinement, Phase 3 globally with a managed cutover. Each phase had its own KPIs, owner, and rollback plan.
Outcomes
Carrier-grade SLAs maintained throughout the rollout. Frontline teams report substantial productivity uplift on the workflows we automated — particularly the high-volume engagement types that previously required manual region-by-region setup.
Global rollout footprint achieved without a single service degradation event tied to the new tooling.