C

onsistent customer experience. It is the one thing

companies need to ensure can ultimately translate on
a global scale when doing business. Regardless of
language barriers, cultural differences, or geographic chal-
lenges, organizations that are successful in the global delivery
of services are able to effectively provide the customer experi-
ence in a consistent manner, anywhere in the world.
Achieving such, however, is often easier said than done.
Given the growing expectations associated with taking
products and services global, the old way of doing business
simply wont suffice in this new connected world. Businesses,
no matter what the industry, that can most aptly adapt will be
in a prime position to succeed.
If you want to sell your product globally, whether its
healthcare equipment or devices, consumer electronics, or a
bulldozer, a connected service lets you deliver a high-value,
closely managed, consistent customer experience. These are
the words of Andrew Morawski, Vodafones head of M2M in
the Americas, a man who has deep roots helping companies
deliver on the globalization of products and services. And
if experience tells him anything about the future, it is that
companies must prepare to address such challenges differ-
ently than in the past.
In the old days you could deliver services locally through a
hands-on approach, Morawski says. But that simply doesnt
scale in a cost-efficient manner when deploying your product
globally. Globalization also means that customers expect
the same level of service and capabilities whether they are
using a product in China, Mexico, or London. A global M2M
(machine-to-machine) connected service can reliably make
that desire a reality.
Joining Vodafone following the acquisition of
Cable&Wireless Worldwide in 2012, Morawski is now
responsible for leading Vodafones M2M sales, strategy, and
operational initiatives in North America and South America.
With a clear focus on the application of technologies that
enable creative new business models in both established and
emerging markets, Morawski believes M2M brings significant
advantage to enterprises as they look to develop new revenue
streams. Whether that is localized to the Americas region or
worldwide on a multinational scale, it all comes back to that
little thing called consistency.
Given improvements in networks, standards-based access,
and the reductions in cost and abundance of connectivity
solutions driven by global adoption, the level of ROI (return
on investment) is compelling for companies to consider how to
effectively leverage M2M in the collection of less critical data
across a wider variety of operational elements, to help them
make better business decisions and improve operational consis-
tency, he adds. From safety and security, to environmental
control/monitoring, to simple tracking of assets, M2M is a
cost-effective way for businesses to understand whats going on
with that thing and to use the information to build value.
Morawski knows a thing or two about creating compelling
business units that serve customers on a global basis. Coming
from the fixed line WAN (wide-area network) space, he has
VODAFONE DELIVERS
CONSISTENT
CUSTOMER EXPERIENCE
FOR GLOBAL BUSINESSES
Reprinted with permission from the Aug/Sept 2013 issue of Connected World magazine www.connectedworldmag.com
S P E CI AL ADV E R T I S I NG S E CT I ON
magazine

worked with both multinational corporations and carriers on

developing solutions and partnerships, which enable busi-
nesses to operate more effectively. This experience, in many
ways, has been a precursor of sorts, allowing him to take
on the challenges that lay ahead for the enablement of that
consistent customer experience via M2M.
I think (the experience) is very similar to what we are
trying to do in the M2M space, Morawski says. The exciting
thing about the M2M space is that its a rapidly evolving
space with high-growth potential. My experience in creating
partnerships with carriers and developing solutions enabled
by technology for multinational corporations will help guide
the M2M strategy for Vodafone through the creation of new
go-to market models. It will also help us to take a holistic view
of a customers communications needs as opposed to only a
view of their strategies relating to mobility.
In his opinion, that complete view helps Vodafone work
with customers to develop solutions that essentially fit into
their entire technology ecosystem. Such a multi-dimensional
approach gives the company a unique view of a customers
business and what it is they are ultimately trying to achieve.
Beyond this intangible, it still comes back to the core set of
fundamentals from Vodafone that drive its approach to M2M.
In essence, Morawski believes its the high-level factors that
continue to separate the company from the pack:
One Global Network and Global SIM (subscriber identity
module)
Having a large, fully owned global mobile network (repre-
senting more than 30 countries), along with a partner and
affiliate program (representing more than 50 countries)
allows the company to offer compelling and competitive
commercial contracts with a high quality of service.
Global M2M Platform
By designing and developing its own M2M Connectivity
Platform, Vodafone owns the intellectual property and fully
controls the roadmap. Contrast this against mobile network
operators that use third-party platforms, and the competitive
advantage becomes clear. In search of that seamless experi-
ence, such a platform can help companies manage their
M2M deployments on a global basis in a secure manner,
offering full authentication and access controls. Enabling
authorized users to access information through a self-service
portal empowers the customer on multiple levels.
SLA and Global Support
One interface for customers with more than 250 dedicated
staff worldwide gives customers unlimited options for
ensuring their product and service never goes dark when
customers are in need of critical answers.
Add in the more than 50 partner networks and dedicated
vertical market services offered by Vodafone, and it creates
a compelling argument for working on all levels in order to
reinvent the customer experience. Vodafones M2M leadership
and value to customers are recognized by Machina Research.
In its annual M2M CSP (communication service provider)
benchmarking study, Machina Research placed Vodafone as
best global M2M player for the second year running.
Just ask India-based Mahindra. Founded in 1994, the
REVA Electric Car Company was launched as a joint venture
between the Maini Group of Bangalore and AEV LLC of
USA. Carrying global patents in energy management, remote
diagnostics, and battery management, the company came to
market with the REVA electric vehicle in Bangalore in 2001,
and in London three years later branded as the G-Wiz.
The company is a part of the $15.4 billion U.S.-based
Machindra Group Mahindra Reva Electric Vehicles Pvt. Ltd.
that has formed a partnership with Vodafone in India. Under
the strategic partnership Vodafone will provide M2M services
that help to connect the Mahindra Revas e2o electric vehicle.
Morawkski describes it as the first truly connected car to be
launched in India, and among a select few in the world to
support telematics.
e2o owners can check the state of charge in the battery of
their car, remotely control its air-conditioning, lock or unlock
doors, and find the nearest charging stations, among other
tasks, all via a connected device like a tablet. The e2o addi-
tionally automatically alerts on any safety features not being
fulfilled, such as a door being left unlocked, or a parking
brake not applied. Applicable to this experience is the use
of M2M services for connectivity. The services help provide
a holistic customer experience around the ownership of an
electric vehicle.
That consistent experience can be perhaps the most critical
part of getting more drivers on board with the idea of electric
vehicles. Without a partner that has the vision and direction
to make this work on a global scale, expectations would most
certainly fall short. It all comes full circle back to the consistent
customer experience. Now its time to go global with confi-
dence by selecting the right partner such as Vodafone.
For more information, visit
http://m2m.vodafone.com
If you want to sell your
product ... a connected
service lets you deliver
... a consistent customer
experience.
Andrew Morawski, Vodafone
Reprinted with permission from the Aug/Sept 2013 issue of Connected World magazine www.connectedworldmag.com
S P E CI AL ADV E R T I S I NG S E CT I ON