About 73% of business leaders report that there is a direct link between their customer service and overall business performance. In addition, 64% of business leaders say that customer service has a positive impact on their growth.
Customer Service started becoming recognisable as a business pillar within Kenyan organizations in the 2000s. Consultancy firms opened to train teams within organizations on how to treat their customers right. It was around this period that the catchy phrase “Customer is King” became common and was being hung in shops to give Customers the feeling that they were appreciated .
Initially good customer service was a reserve of the traditional service industries like Banking, Retail and Hospitality. As new business opportunities emerge in the internet space which leads to the creation of technology companies, we look at how these companies handle customer success. In this case study, we will look at Pawa IT Solutions Ltd, a leading cloud computing Tech Firm headquartered out Nairobi.
Pawa It’s customer success team is responsible for making sure the tech services Pawa IT has sold to its customers work for them, and delivers optimal utility and consequently success at an organizational level.
According to the company’s Founder and CEO Oscar Limoke, Pawa IT’s core focus in the early years of between 2013 and 2017 were on tech support on Cloud Solutions for Educational institutions.
“The early years were a great training ground for us to become experts at cloud tech. These learnings are what we have been able to reuse and repeat to create a 5 star experience no matter the size of client from Enterprise clients with thousands of users, to small businesses with 5 users”. And this foundation is what has enabled the team to excel in Customer Success. This ability to lead with stellar service is often reiterated by their sales team as they approach new clients.” says Oscar Limoke.
Customer Success is not only limited to support on Customer Concerns but is a core feature throughout the customer journey when a client is on boarded as a customer at Pawa IT. From the initial sales calls where a potential customer can speak to one of the members of the tech team to establish if Pawa IT can deliver. To the actual onboarding where a comprehensive project plan is scoped out with milestones laid out to ensure efficiency. To the contracting stage where a key feature is 99.9% uptime of Google not to mention the 2 hour response rate once a ticket is raised via email.
The CEO adds that constant checks by the firm’s Cloud Engineers and Customer Success team to ensure that a customer’s use of the Cloud Services is increasing value for their organisations.
In conclusion, if you want your customers to have a positive experience while using your service it is important to make the right technical investments, not only on the platforms you decide to invest in but also the partner that you choose to walk with you on that journey.
ALSO READ; How Pawa IT is Powering African organizations to cloud in partnership with Google
