About The Project

Industry

Telecommunications

Product

My Vodafone Mobile App

Year

2014

Awards

CMMC Best Mobile App 2015

From Self Care to end to end Customer Experience management

Succeeding in providing assistance through a dedicated channel may entail a strong positive impact on customer satisfaction.
In view of the above, Vodafone requested Assist to create a unique, complete and customizable app, capable of meeting any single need of their users.

About The Project

Vodafone: Power to You

Vodafone wanted to build a mobile platform, taking advantage of their technology and contents synergies, to change customers behaviors to mobile channels, using highly effective and efficient self care tools.

Solution

A unique contact point with Vodafone customers

In order to solve this issue, we designed and developed My Vodafone, an innovative self care app that quickly became a reference point not only for the TLC industry. The App was fully developed and managed in outsourcing by our team. My Vodafone is now a a constitutive part of company’s relationship strategy.
Vodafone fully relied on us, and we built a mutually rewarding cooperation that enabled us to freely and independently manage the project, so that we achieved excellent results. My Vodafone is now a mobile platform able to collect a large number of temporary functions, subject to the customer’s needs. An evolving App growing up with a set of changes underway

Result

Increased usage and satisfaction level

My Vodafone is the most used app in Italy, after Google and Facebook 

Owing to our competence we developed a solution featuring an extraordinary quality/cost-saving ratio. My Vodafone entailed a remarkable reduction of costs, and ensured a careful and effective customer care service.
Our app evolved into a customizable tool provided with widgets and ad hoc solutions. We set up a dedicated team and Vodafone established fit-for-purpose working group to assist us.

My Vodafone is unique and constant. In particular, success came with the push tools, which vehicle those offers endowed with a very high redemption rate exceeding emails.

Vodafone

Mobile/Digital Solutions / UX Research & Design

UniCredit

CRM and Marketing Services / UX Research & Design

FCA

CRM and Marketing Services / Multichannel Operations