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Safaricom Launches Innovative Tech-Fit Experiential Outlet in Nairobi

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Safaricom Launches Innovative Tech-Fit Experiential Outlet in Nairobi.

From left to right:Dalmar  Abdi Chief Marketing Officer Business Bay Square(BBS),Lucille  Aveva ,Safaricom PLC Director Customer Obsession,Cynthia Kropac,Safaricom PLC Chief Enterprise,Munir Sheikh Ahmed,CEO Business Bay Square (BBS)Mall,and Aisha Said Ahmed , Executive Assistant to the CEO BBS  Mall cut a ribbon during opening of the first ever Safaricom business hub at BBS Mall in Eastleigh,Nairobi september 17,2024

By MAXIMILLA WAFULA & PATRICK KIMANZI 
The County diary Reporters

Nairobi, 18th September 2024 – In a significant leap towards enhancing customer experience, Safaricom (NSE: SCOM) unveiled a groundbreaking tech-fit experiential outlet at BBS Mall in Eastleigh, Nairobi. This pioneering venture aims to better serve both business and walk-in customers by creating a dynamic space that combines physical and digital interactions.

The outlet is designed to accommodate over 500 customers daily and features a variety of specialized zones, including an M-PESA area, an Enterprise Zone, a Tech and Gaming Zone, a Customer Care aisle, and a Business Meeting Zone. Here, enterprise clients can engage directly with Safaricom’s business specialists, ensuring tailored support for their unique needs.

“Part of our strategy is to cater to all customer segments at a single touchpoint, providing integrated solutions,” stated Peter Ndegwa, CEO of Safaricom PLC. He emphasized that the outlet serves as a hub for super agents, dealers, and walk-in customers alike, facilitating a seamless service journey. “Our focus is on delivering technology-first, customer-centric services, aligning with our mission to become Africa's leading purpose-led technology company.”

The outlet’s design incorporates soundproof meeting booths for private online discussions, a Tech Bar for aftersales support, and Terminal Walls showcasing devices and accessories from major manufacturers. Dedicated brand ambassadors will assist customers in navigating a range of products, including locally assembled 4G phones.

Cynthia Karuri-Kropac, Chief Enterprise Business Officer at Safaricom PLC, expressed her enthusiasm about the outlet’s potential. “Setting up an Enterprise-led outlet has long been a dream of ours. This shop reflects our journey towards frictionless customer service. Our goal is to create a hub for the business community in Eastleigh and surrounding areas, where they can experience the full spectrum of Safaricom Business offerings.”

The launch of this tech-driven outlet is a key component of Safaricom’s retail expansion strategy, aimed at increasing customer touchpoints. The company currently operates over 47 shops nationwide, along with 373 franchise stores, 2,900 authorized dealer outlets, and 273,000 M-PESA agent outlets, which play a crucial role in addressing customer needs.

As Safaricom continues to innovate and evolve, the new experiential outlet stands as a testament to its commitment to delivering cutting-edge technology and unparalleled customer service, further solidifying its position as a leader in the telecommunications industry in Kenya.

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