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
www.intelligentcio.com
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
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