Page 16 - Issue 48_press_efile

SACCO INDUSTRY WATCH
Ushuru SACCO Enhancing
Customer Service
1. More companies are using
technology to handle customer
service in an efficient and cost-
effective way. How has your SACCO
adopted technology to enhance
your customer service?
• USHURU SACCO has adopted
technology to enhance customer
service in the following ways
• Communication - Most of our
communication is done digitally to
manage distance and time.
• SMS alert to members upon
disbursement of loans.
• We have implemented a mobile
loan service where members can
access funds as and when needed
irrespective of time and location.
• Member details are managed through
a web portal, where members can
access their statements, check details
of their accounts, monitor the loans
they have guaranteed etc.
• The SACCO has an interactive website
where the members have access to
information and ask questions.
• Using Social media platforms for
brand awareness and membership
recruitment campaigns.
• We are in the process of implementing
online loan application which will
enable loanees to access guarantors
countrywide through email and
phone contacts.
14| SACCO Star Magazine
with Ushuru SACCO CEO William Pudha
Customers are increasingly focused on the level of service they
receive when making investment decisions. A majority of today’s
customers are prepared to switch if the service they receive isn’t up to
standard. But what is behind the enhanced focus on customer service
and can companies truly benefit from better customer service? Ushuru
SACCO’s Chief Executive Officer Mr. William Pudha spoke to SACCO
Star magazine on how the SACCO is enhancing customer service
2. The goal of a business in terms uses has enabled us to manage
of its customer interactions is to data and analyze the same through
generate loyalty. Which products customized reports. E.g. Delinquent
and services does your customer loans report, Loan guarantee reports,
service offer to enhance customer Interest recovery reports, member
loyalty? savings progression reports etc.
The Society is able to flag dormant
• Our key strength when it comes to accounts, defaulters accounts, profile
service is that we have a turn around our members and do target marketing.
time of two (2) working days on all • Self-service optimization; Through
loans regardless of amount or type. mobile services, Msacco app, web
We also have a unique range of portal and website, the members
special loan products that inspire are able to access services as and
loyalty which include, when they want. Members can access
1. Jongea loan for new members loans from their own mobile phones
2. Mpoa mobile loan through our easy to use Msacco app,
3. Shujaa that allows high savers to they are also able to transact through
get five times their savings with a the same app. Through our web portal
longer repayment period. the members are able to check their
4. Tiba that allows members have member details and raise any query
a shortfall in shares to get a on what is not clear to them. The
boost and take the loan amount SACCO also has an interactive website
they desire. More information where members can access details on
is available on our website: the SACCO products and services.
ushurusacco.com • Workforce effectiveness and market
automation; The Society has not
3. Experts suggest that businesses exploited this.
use technology to raise the
quality of their customer focus on 4. What’s the relationship with your
data-management and analytics, service providers?
marketing automation, self-service
optimization and workforce • Our relationship with the service
effectiveness. What’s your providers is good. The Society seeks
experience? to stick to the terms of the service
and we have not had any issue with
• Data management and analytics; The those providers who have abided by
core banking system that the SACCO