About
Vodafone Vanuatu partnered with Arimac to build a unified digital self-care app that brings mobile, broadband, and wallet services into one seamless experience. Designed to reduce support load, improve service accessibility, and accelerate digital adoption, the solution empowers customers to manage everything, from top-ups to payments, made possible in seconds.
This transformation aligns with Vodafone’s global push toward scalable, customer-first digital ecosystems across emerging markets.
Challenges
Before this solution, Vodafone Vanuatu faced the same challenges that many telecom operators still struggle with:
Key challenges included:
- No self-care app → customers relied on outlets, call centers, or USSD for basic services like balance checks and recharges.
- Fragmented platforms → mobile, broadband, and financial services operated in silos, creating inefficiencies.
- Slow promotions → new offers depended on third parties and physical distribution.
- High OPEX → call center volumes were heavy, with agents handling even simple requests.
- Customer dissatisfaction → limited access to services outside business hours hurt loyalty.
Solution
Arimac Digital developed a tailor-made self-care mobile app for Vodafone Vanuatu, designed to solve these pain points and modernize customer experience.
Key solution features included:
- Unified services → Mobile, broadband, and M-VATU wallet integrated in one app.
- 24/7 self-service → Balance checks, recharges, bill payments, and package subscriptions available anytime.
- Customer-first design → Easy onboarding, user management, and intuitive navigation.
- Support made simple → In-app help, store locator, and real-time account management.
This centralized platform gave Vodafone a new digital engagement layer, aligning with global standards while addressing local market needs.
Impact
By moving from manual processes to digital self-care, Vodafone Vanuatu achieved:
- Operational efficiency → Reduced reliance on call centers and physical outlets.
- Customer satisfaction → Simpler, faster journeys that customers could complete in seconds.
- Faster go-to-market → Instant digital promotions and campaign launches.
- Lower costs → Reduced OPEX by cutting routine support requests.
- Stronger brand positioning → Reinforced Vodafone’s reputation as a digital-first operator.
- Actionable insights → Real-time analytics into customer usage and behavior
The Arimac team was fantastic to work with — professional, responsive, and genuinely committed to helping us succeed. They took the time to understand our needs and went above and beyond to deliver a solution that exceeded expectations. It truly felt like working with a partner, not just a vendor.
Senily Jacquier
Chief Commercial Officer,
Vodafone Vanuatu
