How to manage Soft and Hard Services based on service levels

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How to manage Soft and Hard Services based on service levels

In search of greater efficiency in service management

Vodafone Portugal wanted to improve the management of dozens of service providers that operated 14,000 assets in 100 buildings every day.
 
The large number of suppliers created a number of problems in the operation’s management.

  • Each provider used a different asset management tool;
  • When there was a change of provider, all the information stored on the platform controlled by the service provider was lost;
  • The Vodafone help desk received requests and information on different channels, often by email, which made it difficult to process and follow up on requests.

All this complicated management, and made it difficult to control contracted service levels, a crucial issue for this type of organization.

The solution that has everything Vodafone needs

The solution that has everything Vodafone needs

It was very important for Vodafone Portugal to have a solution that was accessible from anywhere and any device. Fully cloud-supported NextBITT met the company's needs perfectly.
Find out more about our solution

Cloud

It was accessible by browser or mobile app and offered quick access by providers, with no need to access Vodafone's internal network. 

Specific workflows

The solution’s modules made it possible to start managing various services immediately, from one-off actions to regular or preventive tasks.

Document management

All information is stored and is not affected by changes of providers, thereby giving management teams greater control.

Certification information

It is now easier to store and organise all the information needed to check compliance with ISO 14000 environmental certification.

Fast integration

The first production version was implemented in only three months, including migration of existing data to the new solution.

SLA management

The NextBITT solution automatically calculates compliance with contracted service levels, thereby facilitating the monitoring of service providers.

The solution

After NextBITT integration, all these problems have been solved, in a fast process that has streamlined asset management at Vodafone Portugal.

Today, NextBITT processes over 60,000 notifications per year and Vodafone's managers know there is room to continue growing.

  • The relationship with providers has become more demanding and transparent as Vodafone Portugal's management team, applicants and suppliers now have access to the same tool and can follow all requests in real time.

 

  • NextBITT has streamlined everything. For example, when a store makes a customer service request, the help desk does the screening and the provider who has to solve the problem receives the notification. In addition, everything can be done from anywhere with a computer or mobile device.

 

  • No request remains unanswered. In the words of Esther Domínguez, Infrastructure Engineer at Vodafone, “There is now self service on the part of the person requesting the service and no request remains unanswered. Moreover, there is no longer the danger of dispersing the information into different files, which sometimes created repetitions and complicated management of requests”

What our client says

Luís Ameixa
“The use of the NextBITT platform allows us to register our portfolio of buildings and assets”
Read more
Luis Ameixa, Eng.
Infrastructures Engineer

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