Safaricom’s digital transformation has been notable from when it exploded onto the market in 2002 to 2023. Since then, it has launched a myriad of services, including the revolutionary mobile wallet M-PESA, mobile banking, 5G internet, cloud computing, and robotics, among others.
Digital transformation affects all users including customers, stakeholders, partners, suppliers, and regulators. Safaricom’s central goal is to achieve the vision of being “A purpose-led TechCo by 2025”.
The most successful digital app
M-PESA has been among Safaricom’s most successful digital products. Originally, M-PESA was only available as part of the SIM toolkit and was borderline analogue. However, in 2021, Safaricom launched a digital M-PESA app. With access to a smartphone, users can now use the app to conduct their transactions easier and faster. It’s available for both Android and iOS devices. The features make all payments easier.
It saves all frequently used billing and shopping information to save the hassle of having to write down all payment information. It also saves till numbers of frequented shops for more convenience. There are also direct icons to access frequently used services like Hustler Funds, health insurance, social security, ticketing, or the Safaricom e-commerce platform Masoko. They are also classified into categories such as Education and Entertainment for easier navigation.
The app is very secure with multiple requests for authentication throughout processes. It also provides an online debit card to make international transactions easier and safer. The app also shows an aggregated history of your monthly transactions and lets you download your statement instantly.
Safaricom’s digital transformation journey
Safaricom’s future involves investing in and scaling up technologies such as robotics, Artificial Intelligence, and cloud services.
With over 2 million users across the groundbreaking technologies offered, Safaricom provides more control and transparency through self-service. The awareness and ease of use of products create better value for money. Businesses can also take advantage of the Business Hub and Partner Mini Apps to grow their portfolios.
It is made easier by having a digital-first policy among employees to better serve all stakeholders. Digital adaptation serves all demographics.
Customer Experience
Multiple small improvements in the customer’s experience help improve all services.
Digital channels have made it easier for customers to access their preferred products and services immediately. They have also increased the convenience of service use and provided better transparency of transactions. The apps have also provided peace of mind through added security and fraud control layers.
Smoother customer experiences, better security, efficiency, and better customer awareness can map the success of Safaricom’s digital transformation. The continued transformation will be guided by consumer feedback and continuous product assessment.
Its self-service customer service bot, Zuri, has also transformed digital customer care. Zuri has improved client data security because it doesn’t store any customer information. It better creates feedback for future service improvement. It also deals with client problems faster which enrich the customer’s experience.
Why digital transformation is important
Digital transformation is essential because it improves the end-user experience and makes it easier to adapt to emerging technology. It also provides a competitive edge because digitization provides customers with more options. Operations also become a lot easier.
Safaricom’s digital journey has led to improved employee skills through digital learning with programs with Moringa, Strathmore, and online learning programs on LinkedIn.
It has a competitive lead in emerging specialist tech like M-KOPA and DigiFarm. M-KOPA is a financial asset platform that enables clients to seek funding to purchase essential devices. DigiFarm is also a financing platform that focuses on farmers. It provides them access to discounts, loans, educational material and access to varied markets. Having a foot forward in cutting-edge and tailored services gives Safaricom an advantage when growing its clientele.
In addition, it has established a footprint in talent promotion with music and video artists. Safaricom is also involved in social-based digital programs like Shupavu learning content and training users in Fintech and Big Data.
The social impact of Safaricom digitisation
Safaricom’s impact is also visible in the justice system by streamlining judicial payments and court order processing.
It has additionally provided Smart Water Metering internet of things to help water suppliers provide for their clients easily. The smart metres help clients keep track of their usage and reduce the chances of inaccurate readings.
Business tills like Lipa Na Mpesa and Pochi la Biashara have made payments more convenient and secure. For business owners, this has streamlined accounting. It also has low charge rates with no charges on transactions below Sh200. Cashless transactions also reduce the hassle of dealing with looking for change. They also enable businesses to keep better track of customer trends.
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