Vodafone Global Supplier Management

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1 Vodafone Global Supplier Management Vodafone Global Enterprise One global communications supplier for streamlined processes, reduced costs and fully centralised management. Vodafone Power to you 78% of businesses agree that it will become more important in the future that a communications provider s global reach matches their own footprint. * * Vodafone Global Enterprise Future of Business Communications Research 2011

2 How choosing a single communications provider can help you overcome global business challenges As the complexity of new communications and applications grow, staying informed and gaining expertise on the latest technologies becomes increasingly challenging. Vodafone Global Enterprise can help. Complexity reduction It s all too easy for multinational companies to end up with multiple suppliers of telecoms services. The result is contractual complexity, duplication of effort and lack of visibility over spend. With one global supplier this complexity can disappear, making it possible to standardise legal and financial frameworks, as well as processes like service ordering, billing and provisioning. With one global supplier you ll be able to consolidate and rationalise your telecoms spend, track performance and drive continuous improvement. All of which will help your organisation achieve operational excellence, wherever you do business. Communications convergence The world is getting smaller, and the business world especially so. Because of this, businesses increasingly need to connect employees, suppliers and customers seamlessly across multiple locations. To do this they need converged communications solutions that integrate fixed line and mobile services. If expansion into new and emerging markets is a key growth objective, you will recognise the need for a support infrastructure that enables your local workforce to market, sell and deliver to a diverse customer base. The key to this is a global communications network that offers high performance, reliability and diversity. A truly global communications solution can also: Provide a data network that spans the world. Enable the outsourcing of non-core telecoms processes and activity through managed services capabilities. Help businesses transition and join up these services via programme management and professional services capabilities to deliver maximum benefits. Consistent service quality With consistent service delivery so essential in the battle for customers, many multinationals are looking to re-structure business operations, including communications and IT, around a tighter and morecentralised senior management team. In terms of governance, this team requires a single point of contact for strategic, contractual and service delivery waith strong, in-country support as and when necessary, underpinned by the assurance of a backed up Service Level Agreement (SLA) framework. Vodafone: supporting your globalisation strategy Vodafone s global communications solution has been developed in response to these challenges, to meet the needs of even the most demanding global business. It s designed to enable you to deploy communications and enterprise applications into new parts of the world quickly and manage them easily, using one trusted supplier. 2

3 What the Power of One can do for your business Our goal is simple: to achieve the closest possible match between our services and your needs, and to provide a superior, consistent and differentiated service, consistently at a national, regional and global level so that you can achieve your ambitions. One Global Network Vodafone can support your global business operations through a single communications infrastructure that covers your world giving you the agility to extend your reach and react quickly to new opportunities. One Commercial Model We aim to help you reduce your costs and supplier complexity wherever possible, with multi-country fixed and mobile consolidation tariffs and the ability to pool usage across countries or devices per user. One Contract Framework Our Master Services Agreement (MSA) simplifies contracting, supply chain and invoicing processes, while allowing you to harmonise your global communications contracts. One Account Team Vodafone Global Enterprise Account Management helps you articulate your vision, global strategy, key priorities and the communications resources you require to fulfil them. It also gives you access to our experts in new product and service areas. One Global SLA Framework We offer a standardised Global SLA framework for mobility in 30 countries together with a series of SLAs covering fixed voice and fixed data services. This helps to ensure there are clear expectations around service quality and delivery. One Global Helpdesk We provide a 24/7 central point of contact across more than 50 countries to handle the end-to-end management of service requests, inventory, incident and problem management from your helpdesk and approved contacts. So when an issue arises, we can take care of it for you. 3

4 Wherever your business is going, you ll find Vodafone Whatever your road to global business growth, Vodafone Global Enterprise is ideally positioned to manage the telecoms lifecycle on your behalf, leaving you free to focus on your core business. Whether you would define yourself as an international company, a regional multinational or a true global player, it s likely you will be looking to expand into new markets, regions or territories. This may well entail consolidating business support functions such as technology, communications, finance and human resources. You may be looking to restructure your organisation into fewer, more centralised regional hubs or even into a single global centre. You may even be looking to outsource your entire fixed and mobile communications estate to one global supplier. Whatever your road to global business growth, Vodafone Global Enterprise is ideally positioned to manage the telecoms lifecycle on your behalf, leaving you free to focus on your core business. Through the acquisition of Cable&Wireless Worldwide, the Vodafone network can now support you in over 150 countries around the world, helping you achieve transparency in your communications and benefit from considerable economies of scale. One global network Vodafone is the world s leading mobile telecommunications company. We have a significant and growing sales and service presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company s subsidiaries, joint ventures, associated undertakings and investments. Through our partners and affiliates, Vodafone Global Enterprise provides services outside the base Vodafone footprint, allowing our global reach to mirror yours. Through our robust data networking capabilities we can: Provide mobility services in over 70 countries. Support your business operations through a fixed data network and communications infrastructure that spans over 150 countries. Provide fixed voice services in over 40 countries. This means we can help you target growth in emerging markets. For example, Vodacom Business Africa can provide you with data networking services in over 40 countries, while the Conexus Alliance extends our footprint across South East Asia, in addition to our already leading presence in India. You will find us close to you, wherever you operate. We can support your organisation s critical communications 24/7, everywhere you have people and customers. We can extend and deploy connectivity and communications services quickly and easily into new markets to support your growth plans or react quickly to fast moving world events. 4

5 The key to the success of our support services is that they are based on mutual collaboration and strategic engagement and individually tailored to the needs of your business. One commercial model Vodafone Global Enterprise is making mobile working easier and more cost-effective through a range of commercial solutions. These enable you to expand the usage of mobile devices to keep your customers and employees connected worldwide. Our bundled options mean you can pool usage across whole countries or even across a number of devices per user. With a single supplier and multi-country tariffs, it will be easy for you to understand, predict and reduce your fixed and mobile communications costs and to consolidate your spend. Voice and data solutions that make global communications simple and efficient. More predictable costs no more bill shock for your global travellers. Reduced communications costs of typically between 10 to 20% across your entire telecoms estate through supplier consolidation and expense management. Simpler management of your suppliers. One contract framework Our Master Services Agreement (MSA) is a contracting framework that standardises and sets the terms and conditions for the relationship between ourselves and our customers. This allows you to harmonise your global communications contracts. A quicker, easier contracting process. A single point of contact for contract negotiations covering many products, services and territories Centralised negotiations, without losing the local relationship. Simplification of the supply chain and invoicing. Greater flexibility in adding new products and services. One account team As a Vodafone Global Enterprise customer, you will have access to an experienced Account Management team who will be responsible for the seamless delivery of your day-to-day services and support that is tailored to your precise needs. They can provide tactical recommendations, support you in discussions with your internal stakeholders and work with you to create a management strategy that helps you achieve your key priorities and strategic objectives. They will be supported by regional and local service teams, with a direct link into the Vodafone support infrastructure, who will be responsible for ensuring that both your local and global requirements are met. Large complex transition programmes such as rolling out Unified Communications across the enterprise or implementing new, more efficient ways of working can also be supported through a dedicated Programme Management function which can handle any migration issues. Access to coordinated governance and stakeholder management between you and Vodafone at a global and local level Coordinated, seamless experience across the broadest footprint Simplified contract negotiations and communications management with greater visibility and control Access to thought leadership, innovation, experts in the latest products and services and our Global Operations Centre. 5

6 Vodafone has the reach, scale, and expertise to support your business at a local, regional and global level. By choosing Vodafone Global Enterprise as your strategic partner, you will benefit from a single point of access to the very best in-country, regional and global support we have to offer. One global SLA framework Vodafone Global Enterprise has a standardised Global SLA framework for mobility in 30 countries, with more countries to come. Our SLAs are designed to enable you to achieve certainty of your end user experience, regardless of country, to remove layers of complexity from your operations and management function, and to reduce support and administration costs. Importantly, all SLAs are reinforced by Operating Level Agreements (OLAs) with Vodafone s Operating Companies, Partners and Affiliates. Countries are defined as Tier 1 or Tier 2 based on their capability to provide consistency. Operating manuals are agreed, ensuring processes are robust, while a standard Global SLA reporting framework allows Vodafone Global Enterprise to drive continuous improvements. Bespoke SLAs are also available to meet your specific needs and requirements. Service levels covered include: Device and SIM dispatch. Device repair or replacement. Service activation, suspension or disconnection. Incidents are prioritised as 1-4 for response and resolution. Billing query resolution. Vodafone Global Enterprise can also provide a series of SLAs covering fixed voice and international fixed data services. Clear expectations around service quality and delivery Consistency, where possible, through standardised SLAs across countries covering performance and service metrics for key events. Access to detailed reporting data to highlight underperforming areas and drive improvement plans. One global helpdesk Our Global Helpdesk is a 24/7 helpdesk-tohelpdesk resource manned by knowledgeable advisors who will provide your own helpdesks and telecoms administrators with professional support, issue resolution and central ordering capability whenever and wherever they need it. The Global Helpdesk is a helpdesk-tohelpdesk service exclusively for Vodafone Global Enterprise customers. It provides a central point of contact through which your organisation can interface into the worldwide support that Vodafone provides across more than 30 countries and handles the end-to-end management of service requests such as issue resolution, billing queries, inventory, incident and problem management from your helpdesk and approved contacts. The Global Helpdesk also provides support for all other Vodafone Global Enterprise Central products and services, such as Vodafone Global Enterprise Central Ordering (VGECO), Vodafone Telecoms Management and Vodafone Spend Analytics. 6

7 A safe pair of hands Vodafone is the world s leading telecommunications solutions provider with a direct presence in over 30 countries across five continents and with more than 40 partner networks worldwide. Vodafone Global Enterprise is enabling organisations to revolutionise products and services and redefine the way their business works by embedding connectivity more deeply in everything they do. Vodafone Global Enterprise supports over 1,500 multinational companies. They trust us because: We listen: We work to understand your business as if it were our own and not just your mobility challenges. We want to build a strong and trusted relationship with you, and help you in future strategy developments. We go further: There s much more to what we do than selling minutes, mobiles and megabytes we offer services, solutions and support that address your key business challenges and strategic global goals. We are flexible: We can design and structure a solution that makes the best use of standard Vodafone Global Enterprise products, services and solutions or develop bespoke solutions for your specific needs both now and in the future. We deliver: We aim to exceed your expectations at every stage as we help you implement your communications strategy and vision. What Vodafone offers: An unrivalled global footprint that allows us to get closer to you, with our people working directly with your people, wherever they work. Understanding of your business challenges. We are a global business and face the same issues you do and we walk our talk by demonstrating how our solutions transform our business. We have a global customer satisfaction programme in place. This helps us understand your issues, innovate our products and solutions around your needs and adapt the way we work to the way you work. We value the willingness of our customers to recommend us as a trusted Global Partner. We have over 1,500 dedicated staff to meet the communications needs of our global customers. We are a global employer of choice and attract and retain some of the best people across our industry. This means you deal with the best people in the business on a daily basis. We are much more than a global network: we advise, plan, structure and deliver end-to-end fixed, data and mobile products, service and solutions globally. We are constantly growing through acquisition, expanding our network and reach to give you the benefit of broader capabilities none of our competitors can offer such a wide range of services. We offer an unrivalled enterprise-grade set of fixed and mobile products, service and solutions. These cover central services, commercial solutions, connectivity and end-to-end consulting, implementation and programme management. 7

8 enterprise.vodafone.com/blackberryservices P20101_ Vodafone Group This document is issued by Vodafone in confidence and is not to be reproduced in whole or in part without the prior written permission of Vodafone. Vodafone and the Vodafone logos are trademarks of the Vodafone Group. Other product and company names mentioned herein may be the trademarks of their respective owners. The information contained in this publication is correct at time of going to print. Such information may be subject to change, and services may be modified supplemented or withdrawn by Vodafone without prior notice. All services are subject to terms and conditions, copies of which may be obtained on request. 8