KRA nominated for top global customer service award

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.

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.