Airtel Redefines Digital Customer Engagement in Africa
Airtel Kenya was positioned as the online leader for three consecutive years, with Airtel Uganda and Airtel Rwanda also achieving top rankings shortly after Kenya. Our success was recognised as a finalist in the Innovation/Digital Experience category at the 2015 Loeries.
We significantly reduced the online response time from 5 minutes to under 3 minutes in less than 3 months. Turnaround time was also greatly improved. The NPS score surpassed 80%, and the turnaround time was reduced to 3 minutes. Airtel became a Best Practice Global Case Study according to Social Bakers in 2015.
Crafted a Customer Experience Strategy, assembling an internal team, and ultimately institutionalising digital customer engagement practices. We managed the strategy's creation and implementation, which involved hiring international vendors and directing the digital brand localisation strategy.
Brand partner
Airtel Africa
Creative direction
Customer Engagement and Content Strategy
What we did
Content Strategy, Digital Customer Care, Social Media, Knowledge base, Data Management
What drives our vision
At DB, creative force inspires every project, brand, and digital story we build, guided by clarity, trust, and bold goals
DB shapes brand journeys with energy, skill, and vision. Our team’s passion for design, strategy, and smart tech ensures every project inspires real audience connection.
team Involved: JB, KE
0
Our address
JHB
Team size
0
Total growth
$0M
Elementra’s work made a huge impact on our image. The team listened to our needs, and the finished project truly elevated how we connect with clients.
