Client: IFC | Vodafone M-Pesa Mozambique
Portfolio: Mobile Money
Service: Entity Quality Management, Field Force Management, Sales & Marketing Support, Below-the-Line Marketing
Category: Quality Management
Duration: December 2021 – November 2022
Project Name: Comprehensive Merchant Paga Facil Acquisition and Retention Management Program
Project Overview: Deployment of 92 Trade Development Representatives to enroll, train, and monitor merchants while driving customer usage of the Merchant Paga Facil product under M-pesa through acquisition, usage, and retention-based activities.
Direct Client Results: 92 Trade Development Representatives deployed; 5,144 new merchant acquisitions contributing 25% of overall monthly transaction values; 15,498 merchants (old and new) trained on new merchant system migration; 4,620 new merchants acquired and actively transacting; 188 medium BTL activations across new merchants; 8,662 merchant reactivations (30 days); 7,401 unique merchant retentions (30 days active); 51,509 TDR visits for merchant retention purposes.
Impact:
- Strengthened merchant payment ecosystem infrastructure; improved small business financial management capabilities; enhanced customer payment experience through expanded merchant network; increased formal economy participation among small and medium enterprises; improved merchant operational efficiency through systematic training and support programs.
- Created employment for 92 Trade Development Representatives; empowered women merchants through comprehensive training programs; enhanced youth employment opportunities in digital finance sector; strengthened community-level business networks through merchant support; improved social wellbeing through enhanced financial accessibility; supported family business sustainability through merchant retention programs; enhanced women’s economic participation in formal business sector; contributed to community development through expanded merchant services network.