Internal Communications Innovations Score Proven Results At Leading Telco

Vodafone is at the heart of the mobile future - where telecommunications, infotainment and information technology meet. It is a highly customer-driven organization and believes that happy, fun people who enjoy coming to work equate to a great experience for its customers.

Vodafone employs around 1400 staff in New Zealand and keeps its management structure as flat as possible to ensure that the decision-making ability is closer to the customer. Vodafone’s employees are encouraged to take personal responsibility for their choices and to strive to delight customers.

Vodafone needed to overcome a number of internal communications issues. It was difficult to centrally manage the number and diversity of messages being put out by different areas of the business.

‘All staff’ emails were viewed as a junk medium due to high usage. In most cases they were ignored, in some cases they were automatically trashed. Hence cut-through for important messages was difficult to achieve.

Staff surveys were generally posted on the intranet and a link was sent out via email. Due to the issues associated with emails, the response rate to staff surveys was low. Managers needed to chase staff to ensure that important employee surveys were completed.

Team meetings were filled with reminders, business updates, product and service updates etc. Vodafone wanted to ensure that team meetings were efficient, effective and focused on their goals – not spending time covering off ‘housekeeping’ issues.

Vodafone were moving to a global intranet which due to its sheer size would be harder to navigate. They were looking for a tool to help direct people to the information they needed.

Their main objectives were to easily gather staff feedback, ensure employees could focus more on customers and less on administration, increase employee engagement and promote Vodafone’s ‘one team’ culture and ‘I Belong’ community spirit.

With the aid of the SnapComms tools, informed, enthusiastic, empowered staff can continue to deliver the high standards that customers have come to expect from Vodafone.

The results of a Vodafone staff survey speak for themselves:

• 80% of people thought screensaver content was ‘excellent’, ‘really good’ or ‘pretty good’. 50% of people notice every time a new one comes out.
• 90% of people do a quiz ‘every time one comes out’, ‘quite often’ or ‘sometimes’. 80% of people ranked the quiz content as ‘excellent’, ‘really good’ or ‘pretty good’.
• 50% of people read "The Lot" eNewsletter 'every time it comes out’ or ‘quite often’.