Safaricom Launches a Tech-Fit Experiential Outlet In Nairobi

By Samuel Ouma

Safaricom has launched a first-of-its-kind, tech-fit, and experiential outlet in Kenya, at BBS Mall in Eastleigh, Nairobi, to serve business customers better.

The one-of-a-kind phygital experiential outlet combining physical and digital experiences is expected to serve over 500 customers daily. It will host several zones, including one for M-PESA, an Enterprise Zone, a Tech and Gaming Zone, a Customer Care aisle and a Business Meeting Zone where enterprise customers can hold in-person meetings with Safaricom’s business specialists.

"Part of our strategy is to cater to all the different segments of our customers at one touch point, ensuring that we offer integrated solutions. Having one space where we can support our super agents, address our dealers' issues, and have a care desk to provide essential services to our walk-in customers speaks to that journey. The focus will be on delivering technology-first, customer-centric services, aligning with our mission to become Africa's leading purpose-led technology company," said Peter Ndegwa, CEO of Safaricom PLC.

The shop will also have soundproof meeting booths for private online meetings, a Tech Bar for aftersales support and advice, and Terminal Walls, comprising devices and accessories from critical manufacturers and vendors.

 There will also be dedicated brand ambassadors to guide customers on various devices, including Kenyan-assembled 4G phones and other phone accessories.

 "Setting up an Enterprise-led outlet has long been a dream of ours, and we have designed this shop to reflect the journey we are on in pursuing a frictionless customer service. The different experiential zones in this shop will meet the diverse needs of the business community in Eastleigh and surrounding areas in a unique way. Our aim is to make this shop a hub where customers can experience the full spectrum of what Safaricom Business has to offer," said Cynthia Karuri-Kropac, Chief Enterprise Business Officer, Safaricom PLC.

Beyond embedding Customer-Fit Tech capabilities, opening the outlet is also part of Safaricom’s retail expansion strategy as it seeks to increase its customer touch points.

Currently, Safaricom has over [47] shops across the country, with [373] franchise stores, [2,900] authorized dealer outlets, and [273,000] M-PESA agent outlets, which also play a crucial role in addressing customer-related issues.