By Shadrack Nyakoe
Safaricom has launched a pioneering tech-fit and experiential outlet at BBS Mall in Eastleigh, Nairobi, aimed at enhancing service for business customers.
This unique phygital outlet, blending physical and digital experiences, is expected to accommodate over 500 customers daily and features several specialized zones, including M-PESA, an Enterprise Zone, a Tech and Gaming Zone, a Customer Care aisle, and a Business Meeting Zone for enterprise customers to meet with Safaricom’s business specialists.
“Part of our strategy is to cater to all customer segments at one touchpoint, offering integrated solutions. This space will support our super agents, address dealers’ issues, and provide essential services to walk-in customers,” said Peter Ndegwa, CEO of Safaricom PLC. “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 will feature soundproof meeting booths for private online meetings, a Tech Bar for after-sales support, and Terminal Walls showcasing devices and accessories from key manufacturers.
Dedicated brand ambassadors will assist customers with a variety of devices, including locally assembled 4G phones and accessories.
“Creating an Enterprise-led outlet has been a long-term goal for us, and we designed this shop to reflect our journey toward frictionless customer service,” said Cynthia Karuri-Kropac, Chief Enterprise Business Officer at Safaricom PLC. “The different experiential zones will uniquely address the diverse needs of the business community in Eastleigh and nearby areas. Our aim is to make this shop a hub for customers to experience the full range of Safaricom Business offerings.”
The outlet’s opening also aligns with Safaricom’s retail expansion strategy to increase customer touchpoints.
Currently, Safaricom operates over 47 shops nationwide, 373 franchise stores, 2,900 authorized dealer outlets, and 273,000 M-PESA agent outlets that play a vital role in resolving customer-related issues.
Read also:- Safaricom announces new low amount for M-pesa Airtime purchase
phygital outlet