CRM
Customer Relations Management
Dedan Kimathi University of Science
IT Bachelor’s
Nairobi

Customer relations monitor signs deal with global firms for online tracking

Clientelle says every institution needs to assess interaction with its customers.

Dayvee Ngugi was earning as a blogger in Nyeri running a news site. He started getting adverts from corporate bodies. But something hit him, that as an IT Bachelor’s student at Dedan Kimathi University of Science and Tehnology he could manage customer relations as well as monitor the same.He came up with a Customer Relations Management software called Peach CRM but retired it a year later when he partnered with an established Nairobi firm handling corporate clients CRM portfolios.He was able to raise Sh100,00 as seed capital and Clientelle in 2015.

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“I signed several partnerships with global CRM providers and acted as their local partner where the main task was to launch operations within participating companies as well as train their staff how to operate the online customer relations portal,” he recalls.“Sales teams going out to meet clients register all customer details on our app. Companies now understand their clients better as all interactions are monitored and products ordered are diarised, indicating frequency as well demand for specific products,” he said.With their operations running online, Mr Ngugi provided support for his clients from the comfort of his house.“Hotels are now able to monitor orders by specific clients as well as collect data about individual customers that can be analysed for business opportunities in direct marketing,” he said.In 2016, the firm earned Sh2 million in gross profit, which went up to Sh15 million last year, in what it attributes to an increase in the number of clients.“There is a need to monitor interactions with Kenyans to enhance service delivery. In case of persistent complaints from a specific individual, the senior person is notified and instant action,” he says.Clientelle has also ventured into social media monitoring for their clients where posts received are segmented as compliments and complaints, thereby helping to enhance responses and where necessary companies respond to criticism on time.“State agencies hardly keep files anymore since Kenyans seeking services from participating agencies have all individual customer details captured online, thereby easing the need for manual filing. No jobs are lost since this frees cash that could be invested in hiring personnel for other offices,” Mr Ngugi said.Clientelle has seven staff members and says is focused on expanding operations since use of CRM solutions “is fast gaining currency among companies and State agencies.”

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