Customer Service Head quarters stands as the pivotal force in Medical Stores Department (MSD) service delivery connecting customers and stakeholders to accessing state of art services. Through digital platform of MSD Portal, customers and stakeholders are able to access information such as Stock status, Price catalogue, Order status, Customer statement & Complaint registration. Customer service headquarter stands as a liaison for zonal offices and different directorates in MSD on day to day operations. Some of operational duties covered in Customer service headquarters include;

• New customer registration. All health facilities in need of service from MSD must be registered after authorization from Ministry of Health. Customer service team ensures customers are notified of their new account numbers and zonal offices that serve them
• Project management. Stakeholder’s wishing to procure medical supplies for health facilities for a specific project, department or function are welcomed. Customer service unit has ample set of skills to manage large scale orders for customers and stakeholder’s
• Complaint management. All queries launched through MSD Portal, MSD ERP system and E- Mrejesho are followed up by Customer service Headquarter to ensure every customer is attended to on queries launched.
• Call – center platform. Through number 0736 844 844 customers are able to call in seeking guidance and navigation through service offered by MSD. Be it a question or recommendation on how better to improve our services your call will be handled by a team of professional call center agents ready to listen and serve.
• Corporate social responsibility.MSD understands the importance of a well-served society and giving back to the community. Through MSD CSR Policy, customer service team at Headquarters navigates and spearheads MSD participation in different social welfare activities aimed at improving health services provision.