Revamping Safaricom’s web selfcare

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Considering the continuous growth of online services, via smartphones and tablets, Safaricom felt the need to provide its customers with an improved digital experience, where information would be accessible anytime, anywhere and ultimately reduce the operator’s customer support load.

To modernize the Web Selfcare Portal and Business Solution Shop enhancements were considered in what concerns usability and technical aspects.

For this project, Celfocus proposed a state-of-the-art delivery framework that allowed Safaricom to have a collaborative development process and an effective integration and delivery. While having direct impact on the Integration, Order Management and CRM implemented at Safaricom, Celfocus successfully delivered this revamp in January 2019.