Aston Lukoye
The tech-driven outlet is segmented to cater to Business customers as well as walk-in customers and will include meeting rooms, gaming zones, and care desks.
Safaricom (NSE: SCOM) has today launched a first-of-its-kind, tech-fit and experiential outlet in the country at BBS Mall in Eastleigh, Nairobi as it seeks to better serve Business customers.
The one-of-a-kind phygital experiential outlet (combining physical and digital experiences) is expected to serve over 500 customers per day and 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 be able 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 still 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 key manufacturers and vendors. There will also be dedicated brand ambassadors to guide customers on a range of 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 the pursuit of frictionless customer service. The different experiential zones in this shop will meet the diverse needs of the business community in Eastleigh and surrounding areas uniquely. We aim 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, the opening of 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.
