In a significant move to enhance its service delivery, Safaricom has upgraded its billing system, expanding its capacity by 40% to accommodate 70 million users. This upgrade aims to increase efficiency and improve the reliability of its services, ensuring a smoother experience for customers.
According to Safaricom’s CEO, Peter Ndegwa, the new converged billing system is designed to minimize disruptions, featuring zero-downtime rolling upgrades that allow for faster recovery from any system disruptions. “I’m thrilled to announce a major milestone! After a 16-month journey, we’ve successfully upgraded @SafaricomPLC’s converged billing platform to the latest release, bringing important enhancements for our business and even greater value to our customers,” Ndegwa stated.
Key Enhancements
The latest upgrade has resulted in a remarkable 65% reduction in bill run time, enabling customers to receive accurate and timely billing information. This enhancement is expected to foster greater confidence among users regarding the reliability of Safaricom’s services. Moreover, the upgraded billing system introduces enterprise billing and multi-tenancy features that further strengthen offerings for Safaricom’s enterprise customers.
Impact on Services
While the upgrade is designed to improve service delivery, it has temporarily affected the purchase of bundles and various services, including Okoa Jahazi, Bonga, and Sambaza. The company has acknowledged the inconveniences caused to its clients and expressed its commitment to enhancing its services moving forward.
Safaricom’s previous maintenance activities have sometimes led to temporary interruptions in its services, such as during a scheduled system maintenance in September 2024 when M-Pesa customers faced access issues. Despite these challenges, Safaricom assures its customers that regular maintenance is crucial for maintaining and improving service quality.
As Safaricom continues to invest in technological advancements to better serve its customers, this upgrade to its billing system represents a significant step forward. By enhancing its capacity and reliability, Safaricom aims to maintain its position as Kenya’s leading telecommunications provider, committed to delivering exceptional service to millions of users.
