Challenge:
Vodafone needed first-line customer support for their IITC service — a Wi-Fi hotspot providing internet connectivity to vehicles — across Denmark, Norway, and Sweden simultaneously, without direct end-customer exposure for their internal 2nd and 3rd line teams.
Approach:
3C Online has provided dedicated first-line support since 2019, available year-round from 08:00 to 18:00 across all three markets. Common contacts — activation, subscription queries, basic troubleshooting — all handled at first line. Cases requiring escalation operate collaboraitvely with 2nd line before any response reaches the customer, ensuring 2nd and 3rd line teams have zero direct end-customer contact. Where resolution is delayed, customers are enabled with temporary services at no extra charge.
Stat 1: <1 minute / Average customer wait time
Stat 2: 0 / End-customer contacts reaching 2nd or 3rd line
Stat 3: 3 markets / Denmark, Norway, Sweden — single 3C Online team
