Customer Care on Handset

Vodafone Group Plc
14 February 2008


14 February 2008

    VODAFONE TO ROLL OUT ADVANCED CUSTOMER SERVICES DIRECTLY ON THE HANDSET 

Vodafone announces today that it will launch advanced customer services directly
on the handset to give Vodafone customers customer 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.

                                     - ends-


For further information:

Vodafone Group

Investor Relations
Tel: [phone]

Media Relations
Tel: [phone]


About Vodafone

Vodafone is the world's leading international mobile communications group with
operations in 25 countries across five continents and over 252 million
proportionate customers at 31st December 2007, as well as 40 partner networks.
For further information, please visit www.vodafone.com


About SNAPin Software

SNAPin Software, the leader in mobile interaction management, 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. For more information, visit www.snapin.com.





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