- Telecom and retail networks are multi-site, multi-supplier environments that face rising pressure to deliver fast service and meet ESG obligations.
- Vodafone Portugal unified asset and facilities management across 100 buildings and 14,000 assets using the Nextbitt platform.
- Key results: over 60,000 service notifications processed annually, 100% SLA tracking, and streamlined ISO 14001 compliance.
Problem Context
Telco and retail companies operate across large, distributed infrastructures — stores, offices, service centres — supported by extensive networks of soft and hard service providers. Managing these facilities requires real-time coordination, visibility over thousands of assets, and strict control of supplier performance.
Vodafone Portugal faced exactly this challenge, with 14,000 assets across 100 buildings, serviced by multiple vendors using disparate tools. SLA enforcement was difficult, data was fragmented, and service requests often relied on email or phone. The growing pressure to meet ISO 14001 requirements and streamline ESG reporting added further urgency.
Technical Diagnosis
Operational inefficiencies at Vodafone stemmed from:
- Multiple suppliers using different systems, creating data silos
- Lost information when suppliers changed
- Service requests arriving via non-centralised channels (email, phone)
- No single platform for tracking SLAs or validating compliance metrics
Solutions and Trade-offs
|
Solution
|
Data Integration
|
SLA Monitoring
|
ESG Traceability
|
User Autonomy
|
|
Manual channels (email, phone)
|
None
|
Poor
|
Non-compliant
|
Low
|
|
Supplier-owned platforms
|
Partial
|
Fragmented
|
Unreliable
|
Low
|
|
Nextbitt centralized platform
|
High
|
Real-time
|
ISO-aligned
|
High
|
What Vodafone implemented:
- A unified cloud platform, accessible via web or mobile
- Specific workflows to manage both recurring and ad hoc services
- Automated SLA monitoring and performance reporting
- Centralised document management supporting ISO 14001
Real-World Use Case
Vodafone Portugal
Vodafone Portugal adopted Nextbitt to streamline its facilities management across 100 buildings and 14,000 assets, involving 1,400 requesters.
What was done:
- Implemented a mobile-first platform, accessible without internal network access
- Integrated all service providers under one shared system
- Standardised workflows for reactive, planned and preventive maintenance
- Migrated historical data and documentation to maintain operational continuity
- Enabled real-time SLA tracking and ISO 14001 compliance reporting
Results:
- Over 60,000 service notifications processed annually
- 100% of requests tracked and resolved through the system
- Improved vendor accountability and transparency
- Drastic reduction in lost information and duplicated efforts
- Faster response and resolution times with centralised dashboards
View the full case
Stats and Benchmarks
- Many firms are sitting on huge asset investment needs yet they lack integrated tools to manage that vast asset base effectively. The diagnosis for both telco and retail FM is the same: fragmented legacy tools cannot scale or support modern compliance needs.
🔗 EY Global Telecommunications Study, 2023
Technical Evaluation Checklist
- Real-time SLA tracking across all suppliers
- 100% request traceability across 1,400+ users
- Full asset lifecycle management (14,000 assets)
- Compliance support for ISO 14001 and ESG audits
- Platform onboarding in under 3 months
- Centralised vendor performance dashboards
Product Integration and Use
Nextbitt’s suite adapts to complex, multi-location environments typical of the Telco & Retail sector. Vodafone used:
- EAM – Asset inventory and maintenance lifecycle management
- Facility Management – SLA-based tracking and vendor coordination
- ESG Support – Traceable records for ISO 14001 and CSRD alignment
Final Thoughts
As Vodafone Portugal’s case illustrates, telecom and retail businesses need more than just supplier oversight — they need end-to-end visibility. Digital platforms like Nextbitt create that visibility, reducing operational risk and supporting ESG transformation.
From scattered emails and inconsistent SLA tracking to real-time dashboards and full audit readiness, the change is tangible. For large-scale multi-site companies, this transformation isn’t a luxury — it’s becoming a necessity.
For C-level leaders in telco and retail, the Vodafone Portugal case offers clear lessons: digitalizing facilities management is a force multiplier. It turns reactive chaos into proactive control. Key takeaways include:
- Unified platform – Integrating all sites, assets and suppliers on one cloud system dramatically cuts complexity.
- Process automation – Standard workflows and mobile access speed up resolution times and ensure no request “falls through the cracks.”
- Real-time SLAs & compliance – Automated tracking delivers 100% SLA adherence and instant audit evidence (e.g. for ISO 14001).
- ESG readiness – Centralizing environmental data across buildings makes ISO certifications and CSRD reporting feasible.
Overall, as industry surveys confirm, organizations investing in digital FM see measurable gains (reduced downtime, lower costs, higher user satisfaction). Vodafone Portugal’s experience demonstrates how a modern FM platform delivers these gains at scale. For COOs and ESG officers, the message is clear: embrace digital FM to streamline operations, enforce SLAs, and make sustainability transparent.
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Technical FAQ
- Can the platform handle multiple service types and providers?
Yes. Vodafone onboarded dozens of suppliers, all managed under the same workflows.
- Does it support ISO 14001 and CSRD traceability?
Yes. Documentation, actions, and metrics are centralised and exportable for audits.
- How fast can a company deploy it across all sites?
Vodafone's first production version went live in 3 months, including full data migration.