Revenue collection agency the Kenya Revenue Authority (KRA) has recorded an increased achievement of 71.9% on the Customer Satisfaction Index; a sure sign of the smooth and seamless taxpayer experience currently delivered by the government agency.
The development comes after the successful implementation of Oracle’s Customer Relationship Management (CRM) cloud solution that has enabled KRA introduce a uniform approach to taxpayer interactions across integrated platforms.
“We need to re-engineer processes, realign structures and implement tools that would ensure that the CRM system is delivered on simplicity, convenience and efficiency in service delivery,” notes KRA Commissioner-General John Njiraini.
“Since the implementation of Oracle CRM Cloud, our social media engagement rate has doubled, our customer query response time has improved from an average of an hour to only 15 minutes, and the resulting insights have enhanced our understanding of our customers and their needs.”
With the new Oracle CRM system has created a strong customer engagement platform that allows for every service requests, enquiries complaints and compliments to be tracked and logged across various touch points. It also includes an end-to-end issue resolution and escalation framework that was built using the Oracle Cloud platform.
In the near future KRA will also incorporate the Oracle Customer Analytics system for intelligent insights that can be used to drive exceptional customer engagement.
“The KRA is committed to developing a solution that’s hinged on the concept of customer centricity and we are inspired by the government entity’s vision”, said Arun Khehar, Senior Vice President – Business Applications, ECEMEA, Oracle.
“The success achieved thus far is the result of the first phase of KRA’s Oracle CRM implementation. During the course of 2018, our goal is to link all front line and back office staff through a framework that connects the teams in a virtual environment that is accessible regardless of geographical location”.