Results at a glance
In just three months, nearly 200,000 breakdowns were reported. Close to 74,000 were resolved immediately through the Bonita-powered application — with 40% of all cases now resolved by customers themselves, digitally.
40%
Cases resolved by customers, self-service
531M
Mobile customers worldwide
The situation
The challenge
Before Bonita, resolving a phone issue meant waiting for an agent during customer service hours. There was no way to fix problems in real time outside those hours — only delays and frustration. Vodafone needed a shift from manual process handling to automation, built around two priorities: staying close to the customer, and handling incidents the same way every time.
What changed
Customers can now resolve issues themselves through the Mi Vodafone app, connected directly to Bonita. Diagnostic flows identify the problem, walk the customer through guidelines, and apply remote fixes — all without waiting for an agent.
How it came together
Vodafone's developers used Bonita's graphic diagrams to design and build diagnostic flows quickly. Because incidents and products keep changing, those flows stay in continuous improvement rather than being built once and left alone. Vodafone worked with Atos, an official Bonita integration partner, to carry out the digital transformation a decision made after seeing stronger results with a partner experienced in managing the platform.
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In their words
"Automation makes it easier to work and improve results. Obviously, manual tasks will not disappear, but everything that can be automated and guided will always help any type of organization to reduce errors and risks."
