Chapter 1
Context
Vodafone Uganda was building a differentiated digital proposition for data-led customer segments, with digital expected to play a larger role in both customer experience and service delivery.
ChallengeThe opportunity was not only to communicate online, but to make digital channels useful enough for customers to complete common service tasks themselves, improving convenience and revenue, while reducing the cost of serving key segments.
Chapter 2
Role
As Digital & Social Media Specialist, I worked across digital strategy, social engagement, digital products and the establishment of Vodafone Uganda’s internal digital operations.
Chapter 3
Approach
- Supported the launch of the MyVodafone self-care app.
- Helped establish the in-house digital systems, processes and resourcing.
- Supported the launch of Chat+ and JUMP by Vodafone, a youth programme.
- Connected self-service adoption to customer-service and cost objectives.
Chapter 4
Outcomes
- Contributed to a 32% reduction in cost of service for youth and premium customer segments.
- Supported the launch of the MyVodafone self-care app, reducing physical interactions
- Contributed to award-winning digital brand work during the same period.
Chapter 5
Lessons
Channel migration only works when the digital option is good enough to be chosen. Cost reduction is the business result; customer trust and ease are what make it possible.
