However, it also changed customer behaviour in one fundamental way. For Vodafone Ghana and many other organisations worldwide, the pandemic underscored the urgent need to deliver services to customers in safe, contactless, and reliable ways.

Along came a pandemicĬOVID-19 took the world by surprise, heralding an era of uncertainty. Almost overnight, digitalising this process brought these problems to an end and reduced Vodafone Ghana’s carbon footprint. Also, once the card was used, it was often improperly discarded, contributing to litter and environmental damage. Not to mention the ink, plastic, and other materials involved in the manufacturing process. 'Digitalising the top-up process was a key part of our strategy for two main reasons,' explains Samuel Sarpong, Vodafone Ghana’s Sales and Distribution Manager, a key architect of the effort to modernise Vodafone’s top-ups.ĭespite the small size of the scratch cards, it took over 350 million pieces of paper a year to produce them. Vodafone Ghana’s efforts have paid off today. This remarkable journey began two years ago when the telecommunications provider launched a concerted campaign to digitise its customers’ top-up processes. Digital top-up methods have gradually replaced the traditional Vodafone scratch cards. James’ observations are not only true for Accra. If you want to buy credit, I will either do a credit transfer for you or you buy it yourself from your Vodafone Cash wallet,' he tells me as he serves a customer with practised ease. 'Right now, the Vodafone scratch cards are not in the system anymore. As an experienced credit vendor based in Accra, he tells me that the little tote bag slung around his shoulders used to be packed with scratch cards.

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