Digital Business Transformation in Silicon Savannah: How M-PESA Changed Safaricom (Kenya)

Case Solution

Tawfik Jelassi, Stephanie Ludwig
IMD ()

This case study explores the phenomenal evolution of MPESA in Kenya, the world’s most successful financial services company in mobile phones, and how its parent company, Safaricom, has evolved from an established telecommunications provider to a digital platform that works across all industries and sectors in an extensive scale business ecosystem. Safaricom, the Kenyan-based telecommunications operator, developed MPESA in collaboration with Vodafone. The service was launched in March 2007 and has been used by more than 23 million people in Kenya since then. It started out simply as a person-to-person referral service and now offers a wide range of financial services to individuals, businesses, and government. Almost a decade after its creation, MPESA has drastically changed the daily lives of its users, as well as the economic landscape of Kenya, where it impacted the banking and telecommunications landscape, stimulated the development of e-commerce and operations for thousands of small businesses. , online. and offline, it has made it easier. Internationally, MPESA has become a role model for mobile financial services and payment platforms, as well as inclusive business practices. Learning Objective: The case provides insight into the Digital Business Transformation (DBT) of an established telecom provider offering mobile financial services. Helps to: understand the why, what and how of DBT; Evaluate the various dimensions of DBT; Appreciate the critical roles in DBT of leadership, lean management, talent development, and organizational alignment; Understand the business opportunities that arise from taking advantage of breakthrough innovations, digital platforms, and big data.

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