Intelligent CIO Africa Issue 21 - Page 59

CASE STUDY “The feedback obtained from staff shows that their satisfaction level is currently at 74.69% regarding the iTax system, whereas their productivity has improved to 80.36%. “Since the initial CRM rollout as part of the authority’s transformation agenda, their engagement with taxpayers has significantly improved.” THE KRA’S VISION IS COMMITMENT TO DEVELOPING A SOLUTION THAT IS HINGED ON THE CONCEPT OF CUSTOMER CENTRICITY, Geno Sher Malmqvist, Senior Sales Manager for Applications at Oracle Kenya, said KRA has created a robust customer engagement platform. and logged across various touch points,” she said. “It allows for every service request, enquiry, complaint and compliment to be tracked “It also includes an end-to-end issue resolution and escalation framework that was built using the Oracle Cloud platform. KRA will soon also incorporate the OracleCustomer Analytics system for intelligent insights that can be used to drive exceptional customer engagement.” n INTELLIGENTCIO 59