Safaricom launches Emerald platform for premium customers

Safaricom has launched Emerald, an exclusive customer engagement platform for its high-end clientele.

The telco, which has over 48 million subscribers, has tailored its Emerald product for a segment of 3 million customers contributing 42 percent of its revenues.

Fawzia Ali, Safaricom’s Chief Consumer Business Officer, said Emerald offers personalised customer care services that save time and enhance customers’ overall experience.

“We are curating valuable moments while ensuring purpose remains at the heart of everything we do,” she shared.

Currently, 92.8 percent of this customer base uses prepaid services, with only 0.5 percent using postpaid services.

Fawzia said clients could also upgrade to Emerald post-pay services, ensuring they have faster and more convenient ways to purchase their data, minutes and home fibre.

“We will provide a superior experience at home, and revamped Home Fibre plans to better meet customers’ needs,” she noted.

The Emerald Platform will offer Safaricom customers access to key products and services, including Emerald Post Pay, Roaming, E-Sim, and QR Code Payments.

Emerald customers who spend Sh1,000 per month will receive 400 Minutes, 10GB of Data, while those who spend Sh2,000 monthly will receive 2,000 minutes, 20GB of Data. Clients who spend Sh10,000 per month will receive 7,500 Minutes and 100 GB.

All Emerald platform clientele will also have access to a free e-Sim, roaming wallet, an optional device with insurance and free e-paper.

Customers will also gain access to exclusive, high-profile networking and lifestyle events.

At its core, the Emerald platform is built on three key pillars, namely engagement that elevates customer service to a personalised and rewarding experience.

The second pillar is technology that anticipates customer needs, ensuring seamless and intuitive interactions. The third pillar is experiences that resonate with their lifestyles, crafting meaningful moments beyond transactions.

Speaking during the launch, Safaricom CEO Dr Peter Ndegwa said the platform is about anticipating customers’ needs, offering personalised care, and delivering exceptional service.

“Emerald is a commitment to placing our customers at the heart of our business. It is a statement of our deep appreciation for our loyal customers who have walked this journey with us. With Emerald, we are creating a world where convenience meets exclusivity, offering seamless digital experiences, dedicated customer care, priority service, and a curated range of lifestyle benefits,” he said.

The Emerald launch comes after the successful introduction of Safaricom Hook, another platform targeting the youth segment with personalised digital services, career opportunities, and financial literacy workshops.