Safaricom unveils new strategy during its 19th anniversary celebrations


Safaricom today marked its 19th anniversary since the company begun operations by unveiling a new strategy where the telco committed to being Simple, Transparent and Honest across all its products and operations.

As part of its new strategy, the telco launched a new data plan, and a new calling and SMS plan that will respectively offer data bundles and calling minutes with no expiry. Both Data bundles, and Calls and SMS with no expiry are immediately available on *544#.

The new plans give customers freedom to purchase both talk time and data bundles for any amount, starting as low as 1 bob . Customers can see how much data MBs, minutes and SMS they will get before completing the transaction. Customers purchasing Call and SMS plans on *544# will from now henceforth get 50 percent extra talk time with every purchase enabling them to talk more for less. This is not a promotion but a permanent proposition.

When it comes to customer care, the telco has committed to serve its more than 33 million customers in under five minutes both at its more than 50 Safaricom shops across the country and whenever they call the Call Centre. In addition, the company will reorganize its shops across the country to provide a more personalized experience to customers.

Also, starting 1st November 2019, new customers joining the network will get SIM cards for free at Safaricom shops and dealer outlets, upon which a customer will top up with KES 50 airtime to activate their line. Customers will also have the freedom to choose a number of their choice when they purchase a new line.

Safaricom has also revamped the *100# menu. In addition to the Data Manager where customers can stop their airtime from being used when they run out of data bundles, customers will also have the power to see and stop promotional messages.

The company has also increased its data bundle sizes under the new plan by more than 45 percent especially for the more affordable price points of between KES 1 and KES 20. A customer purchasing KES 5 worth of bundles will now get 10 MB with no expiry up from 7 MB that would expire in 24 hours.

Michael Joseph, CEO, Safaricom, had this to say, “Over the last 19 years, we have come a long way together with our customers. As we celebrate our anniversary, it is a unique opportunity to reevaluate our operations to ensure that we remain relevant to our customers into the future. Today, we are starting afresh and going forward we aim to be even more Simple, Transparent and Honest in everything that we do. For our customers, we are a Safaricom that is there, For You.”

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