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Safaricom says My OneApp has 4.5 million monthly active users, with 7.3 million downloads and KSh2 trillion processed as migration continues.
Safaricom’s My OneApp has reached 4.5 million monthly active users. Safaricom said the app has 7.3 million downloads and has processed KSh2 trillion in transactions.
Safaricom is using My OneApp to bring users of its standalone M-PESA app and MySafaricom app into one digital environment. The company said CEO Peter Ndegwa acknowledged that the launch disappointed some customers.
Ndegwa told analysts and journalists that Safaricom made mistakes during the initial rollout. He said the company has worked to address customer complaints and improve the experience.
Safaricom said customer feedback on iOS and Android is now above 75%. The company said it is now focusing on growing engagement and moving customers from its older apps.
Safaricom broke the remaining migration into two groups. It said about 100,000 users of the standalone M-PESA app were yet to move to My OneApp. It also said about 1.8 million MySafaricom users remained to be migrated.
Ndegwa said Safaricom is letting customers move at their own pace, while encouraging them to learn the extra capabilities in the unified app. He added that the transition requires Safaricom to ensure customers keep access to the services they used before.
Ndegwa said the company is taking a structured approach to migrating MySafaricom users, with attention to making sure customers do not lose information or functionality. He said the capabilities from the older apps have been incorporated into My OneApp, alongside additional features.
Safaricom also addressed problems experienced by customers living outside Kenya. Ndegwa said the company had resolved several issues affecting diaspora users.
Safaricom is betting that a single app can combine mobile money transactions with telecom services in one place. The remaining migration numbers show the shift is still in progress, and user experience and data retention are key to getting more customers to switch.
Primary Source: Tech Trends KE
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