Vodafone UK is to deliver its enterprise portfolio on a regional basis as it bids to provide its business customers with a better level of service.
The operator is rejigging its business account management, customer services and network teams by putting dedicated teams in 12 regions across the UK.
Within each region, a series of ‘hubs’ in key towns and cities have been created that will be managed by local business advisors.
Vodafone said these advisors will work flexibly, basing themselves in Vodafone offices, retail stores or in the offices and workspaces owned and operated by their customers.
Dave Langhorn moves from Head of Private Sector Enterprise Sales to lead the initiative as Head of Regional Business.
A separate Major Business Team has been created to look after “the UK’s largest firms”, which will be led by Head of Enterprise Sales Mick Wayman.
Vodafone cited research it commissioned from YouGov, which found that 44 percent of business leaders said a company with a strong local presence can offer a better service than those that do not.
The nationwide strategy follows a pilot the company ran in Leeds last year, which Vodafone said resulted in a “significant” increase in customer satisfaction rates.
Phil Mottram, Vodafone UK Enterprise Director, said: “We were able to get to know our customers even better, and run or support events within local business communities.
“This move to work with SMEs, mid-sized and even larger businesses, as well as local public sector organisations within a defined local area, will see us become more responsive and help us to transform the relationship we have with our customers and enable us to become a trusted, local partner.”
Mottram added: “We’re changing how we do business, putting more of our people where our customers are and where they run their businesses.
“We know that being able to respond quickly to our customers and being available when needed, is really important to organisations of all sizes up and down the country.
“Our new approach will enable us to do this better than ever before and see specialist business advisers and support teams becoming an integral part of local business communities across the private and public sector.”