Teething problems for Vodacom’s new customer management system

Vodacom introduced a new customer management and billing system in 2015 that moved it from a “predominantly mobile company to a unified communications provider”.

Part of the move involved migrating customers to Vodacom’s Customer 3D system.

“To date, in the order of 7% of our 34 million customer base in South Africa has already been migrated, and the vast majority of these successfully so,” said Vodacom.

Unfortunately, certain customers experienced problems with customer care as a result of the system change.

A MyBroadband reader stated that he experienced long call times to Vodacom call centres as agents had problems accessing his account.

One incident resulted in Vodacom being unable to resolve an account billing error due to problems accessing his profile.

“As one might expect, there were some teething problems in the early phases of the migration and a dedicated project team is tasked with resolving all of these as soon as we become aware of them,” said Vodacom.

Vodacom acknowledged the problems experienced by the complainant, and stated that they had been resolved.

“As a company that aims to deliver an unmatched customer experience, we apologise for any inconvenience that this may have caused,” it said.

Giving customers greater value

Vodacom said Customer 3D is a major investment which will replace its 20-year-old billing and customer relationship management system.

“Once this process is completed, we are confident this will allow us to be faster, more innovative, and ultimately provide customers with even greater value.”

“We remain fully committed to ensuring that we remain the country’s best network by investing extensively in infrastructure, including in our IT systems,” said Vodacom.

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