Safaricom Introduces Biometric Verification in Franchise Shops to Improve Customer Service

Safaricom PLC is introducing biometric verification technology in its franchise shops as part of efforts to improve customer service, strengthen security and make routine transactions more convenient.

The telecommunications company announced the planned rollout while opening Dankey, a new franchise outlet in Embu, in an event attended by Chief Executive Officer Peter Ndegwa and members of the company’s Executive Committee.

Safaricom said the technology would help make visits to its franchise shops faster, smoother and more secure, although it did not provide details on the rollout timeline or the specific biometric systems to be deployed.

Biometric verification uses unique physical characteristics to confirm a person’s identity. In telecommunications, such systems can support identity verification during certain customer transactions, including SIM-related services, subject to applicable regulatory and data protection requirements.

The planned introduction comes as telecommunications providers continue to expand digital services while seeking to protect customers against identity-related fraud and unauthorised access to accounts.

Safaricom said its franchise network plays a central role in bringing products, devices and customer support closer to users. The outlets also provide opportunities for local entrepreneurs to invest in their communities and create jobs.

The new Embu outlet will offer services including SIM replacement, device access and assistance with M-PESA-related issues, reducing the need for some customers to travel longer distances to access support.

However, the effectiveness of biometric verification will depend on how the technology is implemented, how customer information is protected and how accessible alternative verification methods remain for customers who may face difficulties with biometric identification.

Safaricom did not disclose further details about the technology’s data-handling procedures or whether the planned changes would be introduced across all franchise outlets simultaneously.