Customer Engagement on Steroids Across Kenya, Uganda and Rwanda
Project Summary:
How We Did It:
This entailed developing the 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. Our efforts resulted in a framework that empowered the organisation to convert customer insights (voice of the customer) into actionable steps and product development.
Results:
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.
PROJECT DETAILS
CLIENT
Airtel
Date
2015
CATEGORY
CX Training