“Vodafone Fiji, a cornerstone brand across our region, remains steadfast in its commitment to delivering personalized and seamless experiences for every customer. ZEPIC's holistic customer intelligence and engagement platform has been instrumental in this pursuit. Through the ZEPIC implementation, we are not only enhancing our eCommerce offerings but also providing a crucial foundation as we consolidate our customer journeys and expand our footprint into dynamic new territories, including digital payments and entertainment.”
As the market leader with 80% market share in Fiji, Vodafone serves an island nation of about a million people. They've grown beyond traditional telecom to become a digital ecosystem that includes VitiKart (eCommerce marketplace), M-PAiSA (payment app), Pacific Islander top-up services, newly launched Vodafone Play (entertainment streaming), and a growing ICT services business.
Vodafone Fiji is the trusted brand for Pacific Islanders across the region. With high digital and mobile penetration among Fiji's young population, they're reinventing themselves to engage customers proactively with the right services at the right time. This digital transformation strategy accelerated following the COVID-19 pandemic, positioning them to cross-sell and up-sell value-added services across their diverse business units.
When Vodafone Fiji strategically expanded beyond traditional telco services, they sought to enhance personalized customer experiences. Their growing portfolio required refined targeting and tailored product recommendations, ensuring customers received relevant offers without broad, generic messaging. The goal was to maintain a personal connection as their service offerings rapidly evolved.
Vodafone Fiji saw an opportunity to strategically enhance their digital infrastructure. To fully capitalize on their extensive user base, they initiated improvements to their website, leading eCommerce platform, and cross-selling capabilities, ensuring they could unlock untapped potential without increasing their physical workforce.
Vodafone Fiji sought to strategically integrate their customer information to enhance customer engagement. By connecting their telco services, Vitikart marketplace, M-PAiSA payment app, and Inkk Mobile into a unified view, they aimed to gain insight into cross-business purchasing patterns and deliver more targeted offers, fostering deeper loyalty.
Unifying customer data across services (eCommerce and Telecom)
With ZEPIC, Vodafone Fiji brought all customer interactions—across telecom and eCommerce—into a single view. Their Vitikart marketplace now retails both local Fijian products and international brands alongside Vodafone's telco offerings, creating multiple touchpoints for customer engagement. This unified approach enables them to not only personalize every step of the customer journey—from choosing mobile plans and purchasing devices to online shopping and support—but also acquire new customers and effectively nurture those new to the Vodafone ecosystem, resulting in a more intuitive and connected experience.
A comprehensive view of customer interactions across both telecom services and Vitikart eCommerce platform, enabling targeted cross-selling opportunities.
Real-time integration of customer data from multiple touchpoints, allowing immediate response to customer behavior.
Smart identification of high-value customers for personalized retention strategies using complete customer profiles.
Deep insights into customer preferences and behaviors to deliver smarter product recommendations and service offerings.
Identified and implemented successful cross-selling opportunities between telecom services and eCommerce products, driving higher customer engagement.
Boosted customer response rates by 40% through personalized, data-driven communications.
Transforming marketing efficiency with Zenie AI
Vodafone Fiji leveraged Zenie, ZEPIC's AI engine, to automate and enhance marketing campaigns across both telecom and eCommerce. This significantly reduced campaign creation time while improving effectiveness.
Automated creation of personalized segments based on customer behavior patterns across telecom and eCommerce platforms.
AI-driven content that maintained a consistent brand voice while personalizing messages for different customer segments.
Achieved 45% campaign performance uplift through AI-optimized content.
Maximizing reach and response
To enhance direct customer engagement, Vodafone Fiji embraced WhatsApp, the globally preferred messaging platform. ZEPIC's WhatsApp solutions, including Team Inbox, provided a secure and efficient way to manage personalized conversations with valuable customer context, marking a new approach for the company.
Centralized management of all messaging interactions, from campaign responses to customer queries, in a unified Team Inbox.
Ability to send personalized messages for special occasions like birthdays, Valentine's Day, back-to-school, Christmas, and New Year offers.
Multi-channel campaign orchestration combining email and WhatsApp through automated flows.
Real-time tracking and response management for customer conversations across both telecom and eCommerce services.
Ability to mark chats based on status (Open, Closed) to keep team communications organized.
Successfully established WhatsApp as their first third-party messaging platform, with ZEPIC bringing Meta to the Pacific alongside Vodafone Fiji.
Improved team efficiency by managing all customer conversations from a single dashboard.
Enhanced customer support with context-aware responses based on complete customer profiles.
Precision targeting for better results
ZEPIC's Zenie transformed Vodafone Fiji's marketing approach. Instead of time-consuming manual segmentation, teams could now instantly generate precise audience segments for campaigns simply by asking Zenie.
Comprehensive visitor tracking across their website and the Vitikart marketplace, with identity resolution that connected customer journeys across platforms.
Direct integration with Magento to create fine-grained cohorts and custom events for more targeted marketing.
Building relevant timeline views of customer interactions, providing deeper insights into behavior patterns.
Attribution tracking for their Facebook campaigns, allowing them to measure landing site performance and campaign effectiveness.
Comprehensive visitor tracking across their website and the Vitikart marketplace, with identity resolution that connected customer journeys across platforms.
Direct integration with Magento to create fine-grained cohorts and custom events for more targeted marketing.
Building relevant timeline views of customer interactions, providing deeper insights into behavior patterns.
Attribution tracking for their Facebook campaigns, allowing them to measure landing site performance and campaign effectiveness.
"ZEPIC is not doing one person's job; it's doing a team's job. Before, we were only focused on social media. Now, we're going beyond Fiji, targeting tourists, and truly connecting with customers—something impossible with just our physical resources."
.svg)
ZEPIC's targeted marketing proved remarkably effective, driving a complete sell-out of Vodafone Fiji's smart cameras and robot vacuums in 48 hours. This success has led their devices team to rely on ZEPIC's market insights for all inventory and new IoT product decisions.
.svg)
A surprising finding from ZEPIC's visitor tracking—significant international traffic—led Vodafone Fiji to strategically introduce international shipping. This move enabled merchants to tap into Fiji's tourist destination status and expand their reach significantly.
.svg)
ZEPIC's impact on Vodafone Fiji's flash sales is undeniable. Improved targeting and automated campaigns consistently deliver sell-out results, moving inventory quickly. The marketing team now leverages ZEPIC to create buzz and drive immediate conversions, a significant improvement over generic campaigns.
"Other vendors just focus on revenue, but what stands out about ZEPIC is the people. The team's dedication to help is exceptional - 100/10! They truly understand our platform, our issues, and our vision. That makes all the difference."
The implementation process was straightforward and well-supported, thanks to
Early access to the platform and free trial helped evaluate capabilities before purchase
Weekly progress meetings that ensured a smooth onboarding experience
Integration challenges that were handled efficiently with dedicated support
Zenie AI that significantly reduced the workload of the Vodafone Team -
"If not for Zenie, we would have spent hours creating segments and flows"
ZEPIC’s support team, who were rated "100/10 exceptional" for their dedication and understanding of unique challenges
Transformative outcomes that redefined Vodafone Fiji's business approach
Achieved 45% average lift in campaign performance after implementing ZEPIC
Easy success with flash sales—smart cameras and robot vacuums sold out within 2 days
"ZEPIC is our central solution for every customer. It's not just a customer experience solution—it's a core functionality we needed. In order to make business work, you need to understand what a customer really wants, and ZEPIC is that solution for us."
Better utilization of resources— the marketing team at Vodafone Fiji has applauded ZEPIC for doing the work of an entire team
Expanded market reach by discovering and targeting international tourist segments
Improved collaboration between departments, particularly between devices and marketing teams
Transformed from generic communications to personalized customer engagement across channels
Improved inventory management through real-time market feedback and campaign performance data
For a business that's sales-staffed mainly for its enterprise IT solutions business, ZEPIC is a strong right-hand for its marketing teams, which are in charge of growing the consumer business. The digital and marketing teams plan to immediately expand their use of ZEPIC in several key areas.
The digital and marketing teams plan to immediately expand their use of ZEPIC in several key areas:
Integrating ZEPIC with other business units, such as M-PAiSA, to get an even better 360° view of their customers
Expanding capture of data beyond website visitors, into offline stores and other customer outlets, and events to reach customers using their core offerings
Cross-selling additional services to their existing customer base
International SIM and partnerships with other leading Fijian Bodies & Companies, building on their successful IoT business case, where products sold out within 2 days of launching campaigns through ZEPIC
The Vodafone Fiji team, through ZEPIC, is now targeting international markets, not just with the Vitikart and Telco businesses. Other island nations with their respective operating companies in the Vodafone group are now implementing ZEPIC to similarly gather deeper customer insights to unlock growth.
"ZEPIC has transformed our approach to customer engagement. Their platform's ability to provide a 360-degree view of our customers across both telco and eCommerce operations has been invaluable. What stands out is not just the technology, but the dedicated support and understanding of our unique market challenges."
Earlier, we were very focused only on revenue. Now, we get to connect with customers, listen to their feedback. Customers are changing, and now we have to change as well.
What started with a simple platform trial has grown into something much bigger—a partnership that is set to change how digital businesses work in the Pacific. Together, Vodafone Fiji and ZEPIC are showing that with the right customer insights, you can transform from a multi-service provider into a global retail innovator.
“We are eager to explore how our business partners can leverage these experiences to further grow and enhance their own businesses. The potential for collaboration and mutual success is immense, and I'm confident that the insights we've gained with ZEPIC can serve as a valuable asset for our partners”
.jpeg)
.png)
.png)
.png)
%201.png)
.svg)
