New Customer Service Centers Open in Kampala and Kigali

Kampala, Uganda & Kigali, Rwanda – Mkopo Express is proud to announce the opening of two new dedicated customer service centers in Kampala, Uganda, and Kigali, Rwanda. These state-of-the-art facilities represent our commitment to providing exceptional face-to-face customer support while expanding our physical presence across East Africa.

The new centers will serve as comprehensive support hubs for our growing customer base in Uganda and Rwanda, offering personalized assistance, financial education programs, and community engagement initiatives that complement our digital-first approach to financial services.

"While we're proud of our digital innovation, we recognize that sometimes our customers need the human touch. These new service centers bridge the gap between digital convenience and personal support, ensuring every customer receives the assistance they deserve." - Peter Mulei, Head of Customer Operations, Mkopo Express

Enhanced Customer Experience Strategy

The opening of these service centers marks a significant evolution in our customer service strategy. While Mkopo Express has built its reputation on digital innovation and rapid online service delivery, we understand that financial services often require a personal touch, especially when customers are making important decisions about their financial future.

Strategic Importance and Market Response

The decision to establish physical service centers comes in response to growing customer demand for face-to-face support and reflects our commitment to serving diverse customer preferences across our markets. Market research conducted in 2024 showed that 68% of customers in Uganda and 72% in Rwanda expressed interest in having access to physical customer service locations.

Community Impact and Financial Inclusion

Beyond providing customer service, these centers will serve as catalysts for financial inclusion in their respective communities. Each facility will host regular financial literacy programs designed to educate community members about responsible borrowing, savings, digital banking, and entrepreneurship.

"These centers represent more than just customer service points – they're community hubs where we can directly engage with people, understand their financial challenges, and provide education that empowers them to make better financial decisions." - Dr. Grace Nakimuli, Head of Financial Inclusion, Mkopo Express

Specialized Programs

• Women's Financial Empowerment Workshops: Monthly sessions focused on women entrepreneurs and financial independence
• Youth Digital Banking Training: Programs designed to introduce young people to digital financial services
• SME Development Seminars: Quarterly workshops for small business owners on growth strategies and financing options
• Rural Outreach Programs: Mobile service teams visiting remote communities monthly
• Financial Planning Clinics: Individual consultations for debt management and financial goal setting

Technology Integration and Digital Bridge

While these centers provide face-to-face support, they're also designed to help customers transition to and better utilize our digital platforms. Each center features demonstration areas where customers can learn to use the Mkopo Express mobile app, understand online loan applications, and practice digital payment methods in a supportive environment.

Staffing and Local Employment

The new service centers have created 50 direct employment opportunities for local professionals, including customer service representatives, financial advisors, security personnel, and administrative staff. All staff members have undergone comprehensive training on Mkopo Express products, customer service excellence, and financial education delivery.

Our recruitment process prioritized local talent, ensuring that our teams understand the cultural nuances and specific needs of customers in each market. This approach not only supports local employment but also enhances the quality of service we can provide.

Future Expansion Plans

The Kampala and Kigali centers are part of a broader expansion strategy that will see additional service centers opening across our operational territories. Based on the success and customer feedback from these initial locations, we plan to establish similar facilities in Dar es Salaam, Tanzania, and Nairobi, Kenya, by the end of 2025.

"This is just the beginning. Our goal is to have a physical presence in every major city where we operate, ensuring that customers always have access to the support they need, when they need it." - James Mwangi, Head of Expansion, Mkopo Express