“ In the market that we operate in , your ability to innovate is going to stand out and determine your overall position in the market ”
— Shoyinka Shodunke , Director of Technology , Vodafone Ghana
unique app allows customers access to Vodafone services and is designed with the objective of empowering the customer to do more and manage their accounts on the go . The app also integrates TOBi in its interface and so you don ’ t necessarily have to go to a retail store for assistance .”
“ Tobi is now taking on around 30 % of all customer contacts to our experience centre and is able to deal with transactions and information ,” adds Mensah-Poku .
“ It runs on machine learning and Big Data and was something the team were able to implement in-house that has managed to bring significant efficiency and take our customers on that self-service journey . When you talk about the impact of COVID , our customers and ourselves had to adapt and become more digital in a matter of weeks . Fortunately for us , we were already on that journey and being on that journey meant we could introduce the My Vodafone app to drive conversations and mitigate the pressure during those critical periods . Hopefully when we fast forward to next year , you will see a very different organisation and customer base that aren ’ t afraid to embrace digital because they had no choice .”
‘’ We place the customers at the very heart of all that we do and this is what drives our leadership in innovation . Enabling our customers to interact seamlessly and consistently with us ,
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