As Africa’s tech-savvy population grows, its e-commerce sector is expanding rapidly, driven by rising smartphone use and broader internet connectivity. In response, operators in the region are putting customers first and making EMS service improvements to meet international e-commerce needs. The efforts of EMS operators are yielding results. 2025 marks the third consecutive year of positive EMS growth for Africa, with both inbound and outbound volumes rising steadily.

Posts in Africa not only have the advantage of large physical networks to reach customers. They are also evolving to offer reliable and efficient solutions for individuals and businesses. While cash remains a common payment method, operators are adapting all the time, making the move to offer digital platforms to facilitate e-commerce payment solutions.

A key driver of the region’s success has been the strong cooperation among EMS Cooperative members to maximize business opportunities and enhance performance. Sub-Saharan African members have found the EMS Cooperative’s resources and training invaluable to their operations. By analyzing data in SMART, the EMS Cooperative’s reporting tool, they can identify trends and take swift action to improve service quality. Ethiopia stands out with an exceptional track record: recognized as a SMART active user for over 13 consecutive quarters, a milestone unmatched by any other operator worldwide.

To keep customers well-informed, all operators in the region are actively using i-Care, the EMS Cooperative’s customer service system. Year after year, the quality of customer service responses has steadily improved. In 2024, several operators from the region: Benin, Ghana, Ethiopia, Togo, Mauritius, and Madagascar, were recognized with Customer Care awards.

The commitment to EMS improvement is clearly reflected in the enthusiasm shown by operators who regularly attend regional meetings organized by the EMS Regional Coordinator focused on enhancing performance. These gatherings also foster valuable connections among operators across the region. In addition, dedicated one-on-one meetings are held with individual operators to address their specific strategic needs. Recently, Senegal benefited from a review of its processes and performance conducted by the EMS Unit.

The region is making significant improvements for its customers through cooperation, customer service excellence, and EMS improvement efforts. With the ongoing dedication of EMS members, Africa holds strong potential for the future and is well-positioned to continue its growth and achieve further EMS success.