About
Vodafone Vanuatu partnered with Arimac Digital to launch its first-ever dedicated self-care mobile application, giving customers the ability to manage their mobile and broadband accounts in just a few taps.
The solution unified mobile services, broadband, and the M-VATU wallet into a single platform, enabling customers to recharge, pay bills, subscribe to packages, and access support 24/7. For Vodafone, the app created a digital-first customer engagement channel that reduced call center dependency, streamlined operations, and accelerated go-to-market for new promotions.
Challenges
Before this solution, Vodafone Vanuatu faced the same challenges that many telecom operators still struggle with:
- 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 solutions 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.
- Instant promotions – Offers launched directly through the app, eliminating delays.
- 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
