Connect with us

Hi, what are you looking for?

Capital Business
Capital Business

Government

KRA nominated for top global customer service award

In the Modern Customer Experience Award category, KRA is sharing the finalists’ podium with American Cable Television service provider, Cablevision and Schenck Process/FILE

NAIROBI, Kenya, Apr 9 – The Kenya Revenue Authority (KRA) has been selected as one of the 39 global and only African finalist for the prestigious Oracle CX Excellence Awards to be announced this tomorrow in Chicago, USA.

In a communique from global technology firm Oracle, KRA has been nominated as a finalist in the Modern Customer Experience Award. This award recognizes the organization that delivers an industry-leading customer experience through the use of multiple Oracle CX products.

According to the communique from Oracle Senior Product Manager, Customer Advocacy, Beth Renstrom, finalist brands, such as KRA have been picked in a competitive methodology for what she described as their transformative customer service strategies.

“Ordinary customer experiences don’t cut it anymore. Top brands, like the ones chosen, stand out from the crowd by offering unforgettable customer experiences. They’re differentiating their business, disrupting their industries and they’re achieving legendary results with innovative and transformative Customer Service strategies. Oracle is recognizing 39 finalists who are leading the pack,” Renstrom said.

In the Modern Customer Experience Award category, KRA is sharing the finalists’ podium with American Cable Television service provider, Cablevision and Schenck Process the global technology and market leader in applied measuring technology. Finalists in other categories including global giants, Mercedes Benz, Old Dominion Freight Line, Royal Mail Group, Ricoh USA, Penn Foster, General Electric and Veritas among others.

Speaking while welcoming the local Tax Authority’s shortlisting as a finalist, KRA Deputy Commissioner, Marketing and Communication, Grace Wandera said the nomination comes at a time when KRA has redesigned its service delivery model which is anchored on Customer Relationship Management (CRM) solution as one of its pillars.

The CRM solution, Wandera said, leverages on technology to achieve full electronic customer service and enhance operational efficiency.

“The robust CRM tool introduced as part of KRA’s Transformation Agenda caused excitement among taxpayers who have received a Seasons Greetings E-Card on their iTax registered Email Addresses in December 2017. Recently, KRA has deployed the CRM solution in sending email messages to all registered taxpayers, reminding them to file their tax returns,” she said.

Within the Transformation Agenda, KRA is consciously changing the tax compliance approach to focus more on customer facilitation rather than the traditional enforcement model. KRA is also implementing an advanced Customer Analytics through the Customer Relationship Management (CRM) solution in order to generate insights that enable connection with individual customers at every touch point effectively, and maximizing value with each interaction.

This year, over 100 nominations were received for the international 2018 Oracle Customer Experience Excellence awards. Winners will be announced during the Modern Customer Experience Conference in Chicago, Illinois, USA on Tuesday, 10 April, 2018.

Advertisement. Scroll to continue reading.

The Modern Customer Experience Award is reserved for organizations that deliver industry-leading customer experiences, using multiple Oracle CX products, including Sales and Service Cloud.

Click to comment
Advertisement

More on Capital Business

Executive Lifestyle

NAIROBI, Kenya, Mar 12 – The country’s super wealthy individuals are increasing their holding of bonds, gold and cash, a new report by Knight...

Ask Kirubi

NAIROBI, Kenya, Mar 9 – Businessman and industrialist Dr. Chris Kirubi has urged members of the public to exercise extreme caution when making any...

Ask Kirubi

NAIROBI, Kenya, Mar 24 – Businessman and industrialist Dr. Chris Kirubi is set to own half of Centum Investment Company PLC, following a go-ahead...

Headlines

NAIROBI, Kenya, Mar 18 – Commercial Banks have been ordered to provide relief to borrowers on their personal loans, with loans eligible from March...

Ask Kirubi

It is without a doubt that the COVID-19 pandemic has caught the whole world by surprise. Although its full impact is yet to be...

Kenya

NAIROBI, Kenya, Jun17 – Kenya’s tea leaves manufacturer Kericho Gold, has been awarded the Superbrands Seal by Superbrands East Africa for their quality variety...

Coronavirus

NAIROBI, Kenya, Apr 13 – As the local telecommunications industry gears up to roll out 5G networks in the country, the Communications Authority of...

Coronavirus

NAIROBI, Kenya, Mar 22 – Airtel Kenya is offering free internet access for students in order to enable continued learning at home in the...