Oracle Nominates KRA for the Modern Customer Experience Award

The Kenya Revenue Authority (KRA) has been nominated as the only African finalist among 39 others for the prestigious Oracle CX Excellence Awards to be announced tomorrow in Chicago, USA.

According to an official statement by Oracle, a global tech firm, KRA has been nominated as a finalist in the Modern Customer Experience Award, which distinguishes organizations that deliver industry-leading customer experience using multiple Oracle CX products.

The announcement made by Oracle Senior Product Manager, Customer Advocacy, Beth Renstrom, stated that 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 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.

“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,” said KRA Deputy Commissioner, Marketing, and Communication, Grace Wandera as she welcomed the local Tax Authority’s shortlisting as a finalist.

“The CRM solution leverages technology to achieve full electronic customer service and enhance operational efficiency,” she added.

According to KRA, the introduction of CRM tool, which was part of the company’s Transformation Agenda, caused excitement among taxpayers who received Seasons Greetings E-Card on their iTax registered Email Addresses in December 2017.

Recently, KRA deployed the CRM solution by sending email messages to all registered taxpayers, reminding them to file their tax returns.

KRA’s Transformation Agenda includes consciously changing the tax compliance approach to focus more on customer facilitation rather than the traditional enforcement model.

It is also implementing an advanced Customer Analytics through the CRM solution to generate insights that enable connection with individual customers at every touch point effectively and maximizing value with each interaction.

In 2018, 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, the 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.