Safaricom PLC officially launched a pioneering tech-driven experiential outlet at BBS Mall in Eastleigh, Nairobi, aiming to enhance service delivery for both business and walk-in customers. This unique phygital outlet integrates physical and digital experiences, designed to serve over 500 customers daily.
The outlet features distinct zones tailored to various customer needs, including M-PESA services, an Enterprise Zone, a Tech and Gaming Zone, a Customer Care aisle, and a Business Meeting Zone for enterprise clients to engage directly with Safaricom’s business specialists.
Peter Ndegwa, CEO of Safaricom, emphasized the company’s commitment to providing integrated solutions at a single touchpoint. “Our strategy is to cater to the diverse segments of our customers, supporting super agents and addressing dealers’ issues while ensuring walk-in customers receive essential services. This reflects our mission to become Africa’s leading purpose-led technology company,” he stated.
The facility also includes soundproof meeting booths for private online meetings, a Tech Bar for aftersales support, and Terminal Walls showcasing devices and accessories from major manufacturers. Additionally, dedicated brand ambassadors will assist customers in navigating a range of devices, including locally assembled 4G phones.
Cynthia Karuri-Kropac, Chief Enterprise Business Officer, highlighted the outlet’s role as a hub for the business community in Eastleigh and surrounding areas. “This shop is designed to provide frictionless customer service, meeting the diverse needs of our clientele in a unique way,” she said.
The launch of this outlet is a significant step in Safaricom’s retail expansion strategy, which aims to increase customer touchpoints across the country. Currently, Safaricom operates over 47 shops, alongside 373 franchise stores, 2,900 authorized dealer outlets, and 273,000 M-PESA agent outlets, all of which are crucial in addressing customer-related issues.
As Safaricom continues to evolve in the tech landscape, this experiential outlet marks a commitment to customer-centric service, enhancing the overall experience for users in the region.