Share this Safaricom, part of the Vodafone Group, provides mobile voice, data and payment services to more than 23 million customers in Kenya. The company is growing at around 11 percent annually, and sells through 270,000 retailers, 450 dealerships, and a network of 81,000 M-PESA mobile payments agents. Employing around 4,000 people, Safaricom generates annual revenues of approximately KES144 billion (USD1.6 billion). Business challenge Safaricom sells phones, contracts and airtime through a vast network of dealers. How could Safaricom improve its dealer service to increase loyalty and revenues? Transformation Rapid growth placed Safaricom’s manual business processes under strain and risked fraying dealer relationships. T o nurture customer loyalty with better service delivery,

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