MTN MoMo Moves to Restore Confidence with Nationwide Agent Forum in South Sudan.

MTN Mobile Money (MoMo) South Sudan Chief Executive Officer and his Executive team, have taken a decisive step to reinforce confidence, reliability, and alignment across MoMo agent network, following a strategic engagement aimed at stabilizing operations and restoring trust in the MoMo ecosystem.

The engagement brought together MoMo agents as frontline partners in a renewed push to strengthen service delivery, address operational challenges, and ensure customers continue to access reliable digital financial services particularly cash withdrawals, a critical service in South Sudan’s cash-driven economy.

The primary objective of convening the MoMo agent network was clear: to rebuild confidence and trust by engaging agents directly as key stakeholders and representatives of the MoMo brand.

Recognizing agents as the frontline of customer experience, MTN MoMo used the engagement to realign partners with current operating realities, reaffirm their central role in service delivery, and secure their commitment to consistent, professional, and customer-first service. Emphasis was placed on the importance of dependable cash withdrawal services, which remain essential to customer confidence and daily economic activity.

Beyond operational alignment, the engagement created an open forum for dialogue. MoMo management listened to agent concerns, clarified expectations, and reinforced a shared responsibility for restoring stability and trust in the market. Agents were encouraged to recalibrate their mindset around “doing the right things” ensuring consistency with standard MoMo business practices and reinforcing discipline across operations.

The timing of the initiative was intentional and critical as customers remain highly sensitive to service disruptions, and recent liquidity pressures and operational challenges within the agent network which have affected transaction volumes and confidence. In a market where trust plays a decisive role in digital finance adoption, even small inconsistencies can escalate quickly.

By bringing agents together at this moment, MTN MoMo sought to take proactive control of the narrative by:

• Stabilising market perceptions,
• Ensuring agents are equipped with accurate, official information,
• Preventing the spread of misinformation and speculation, and
• Reinforcing frontline consistency while reaffirming agents’ commitment to diligent customer service.

In an economy that relies heavily on cash and relationships, agents remain the backbone of the MoMo ecosystem. Re-engaging them directly is essential not only to protect the brand, but also to sustain usage, safeguard livelihoods, and support broader commercial recovery, while accelerating the financial inclusion agenda.

The engagement directly tackled several key challenges affecting the ecosystem. These included declining customer confidence caused by inconsistent cash withdrawal experiences, liquidity constraints at agent level affecting service reliability, the spread of rumors within communities, and variations in operational compliance and customer service standards. Together, these factors had contributed to reduced transaction volumes and wallet activity.

Importantly, the discussions also highlighted opportunities emerging from the situation. MTN MoMo outlined a renewed vision of agents as trusted ambassadors of the MoMo brand, capable of restoring confidence through professionalism and consistency. Clear, unified communication was emphasized as a critical tool for reshaping expectations and strengthening collaboration between agents and MoMo management.

The engagement also reinforced the importance of compliance, ethical operations, and customer-first behavior creating momentum toward gradual recovery in transaction activity and overall service usage. What began as a moment of pressure was reframed as an opportunity for alignment, reassurance, mindset shift, and recommitment across the entire agent network.

As the engagement concluded, agents were encouraged to reassure customers that MTN MoMo remains stable, operational, and committed to South Sudan. Customers were reminded that their funds remain safe, the platform continues to be secure, and service reliability particularly around liquidity and cash withdrawals remains a top priority.

Agents were also reminded of their role as trusted partners, expected to serve customers professionally, fairly, and with integrity. Customers, in turn, were encouraged to rely on official MoMo information rather than rumors or speculation.

Above all, the message reinforced MoMo’s position as South Sudan’s most accessible digital financial service, supporting daily life, trade, and money transfers across the country.