directly on the handset to give Vodafone customers care and billing information in real-time. The service will not only provide customers with a self care facility but also gives Vodafone an added opportunity to provide interactive promotions and tutorials, such as step by step guides on how to use the mobile internet to download music or how to send an MMS.  SNAPin Software, a specialist in mobile self-service software, has agreed to provide the capability that will allow this market leading service to be rolled out.

Following a successful trial with more than 3000 customers in the UK and Spain using SNAPin SelfService, Vodafone will begin a phased roll out of the on device self care service from this year. The service will be available on open OS handsets, including S60, UIQ and Microsoft Windows Mobile, to begin with, with the aim to extend to the majority of handsets on offer from Vodafone over time.

The SNAPin service enables customers to navigate an on-screen visual menu of options which customers can use to answer questions or solve their problems right on the handset. Customers also have the option to connect through to the call centre, bypassing traditional IVR menus, or to get an automatic response directly on their phone. The menu can be tailored according to the needs of different customers.

The trial identified that there is a strong desire among customers, both in emerging and mature markets, to have self help facilities on the phone. In more mature markets in Europe quickly solving problems in this way is highly desirable and often considered more convenient for solving routine queries such as current billing information.  In emerging markets such as India, self help on the device empowers customers who are using mobiles for the first time and helps them to quickly and easily get the most out of a new phone and the services on offer.

Paul de Laat, Global Director of Customer Value Management at Vodafone, explains, “We have conducted thorough trials over the last three months with customers. The trials have confirmed that on device self help, when simple and quick to use, is very desirable for customers as it gives them control of how and when they deal with us and makes the most of their time. It also greatly adds to their experience of dealing with Vodafone and improves overall satisfaction.”

Paul continues: “Many customers particularly liked the ability to answer set up questions themselves when trying out new services, like MMS, or the mobile internet. Customers were also more willing to try new services after receiving targeted interactive promotions. We believe that rolling out self care services could help us to grow loyalty and stimulate revenue, especially as customers become more confident to try new services.”

Rolling out user-friendly self care services will not replace current customer care channels, but merely provide the customer with more choice over when, where and how they obtain information on Vodafone’s products and services as well as their own personal account information.

About SNAPin Software
SNAPin Software allows operators to interact with their subscribers in real-time and in the context of their current mobile behavior. The company’s handset-based SelfService product suite enables the delivery of interactive promotions, the resolution of most customer support problems and allows operators to deliver a branded service experience to their subscribers.