Oracle Customer Success — Kenya Revenue Authority

Kenya Revenue Authority

Kenya Revenue Authority Raises Citizen Satisfaction with Oracle Service Cloud

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Since implementing Oracle Service Cloud, our social media engagement and customer response times have improved dramatically. It’s helping us provide a better service for customers that will also deliver long-term economic benefits for Kenya.

— Grace Wandera, Deputy Commissioner, Marketing & Communication, Kenya Revenue Authority

Kenya Revenue Authority Responds to Customers 75% Faster with Omnichannel Service Powered by Oracle Service Cloud

The Kenya Revenue Authority (KRA) helps the Kenyan government to collect tax revenue, reduce tax evasion, and educate the public on the benefits of the tax system. Like many other similar government agencies around the world, it is currently transforming the way it works by using digital technology to improve operational efficiency and engage more effectively with customers. To make this happen, KRA decided to deploy an advanced customer relationship management (CRM) solution in the cloud.

Kenya Revenue Authority Chose Oracle CX for Better Insight

 
 
Challenges
  • Improve public perception of the tax system by developing a mechanism for listening to social media sentiment and refining the delivery of tax collection services accordingly
  • Reduce customer service response times by creating a more efficient digital framework for case work and case resolution
  • Enable citizens to contact KRA through whichever channel (phone, email, social) they prefer to reduce their effort and drive engagement
  • Introduce online self-service capabilities to reduce pressure on front-line service teams and cut operating costs
  • Increase Kenya’s tax revenue by communicating compelling reasons for voluntary tax compliance
Results
  • Refined management of customer complaints handling by enabling agents to easily classify issues as complaints with Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service and attach a service level to it based on its complexity and priority
  • Improved first-call resolution by creating a single view of the taxpayer using Oracle Customer Relationship Management Desktop Cloud Service, enabling KRA service agents to see the taxpayer’s full details regardless of channel
  • Improved social media response rates from 83% to 94% by integrating the monitoring of social media channels such as Facebook, Twitter, and YouTube with Oracle RightNow Knowledgebase Optimization Engagement Service
  • Boosted customer experience by enabling co-browsing on customer service calls, enabling agents to provide citizens with targeted, practical help—for example, for filling out a tax return
  • Increased call deflection with Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service and reduced pressure on front-line agents by creating a web-based customer self-service portal that includes chat and ask-a-question functionalities
  • Enhanced customer self-service by using the SmartAssistant feature within Oracle RightNow Knowledgebase Optimization Engagement Service Cloud to suggest answers to customer questions—for example, how to calculate duty for variable items such as vehicle imports
  • Boosted understanding of customer concerns by enabling unified monitoring, listening, and tracking of KRA mentions across mainstream media, blogs, and social media sites
  • Enhanced understanding of customers’ online habits with automated reporting and analysis of social media reach in terms of gender, age, language, and geographical locations

 

To achieve our objective of a more responsive tax service, we needed to fully re-engineer the way we work. Oracle has the complete range of integrated omnichannel and social media management tools we need to accomplish that.

— Sheila Mugusia, Customer Experience Manager, Kenya Revenue Authority

About Kenya Revenue Authority

Headquarters

 
Nairobi, Kenya

Employees

 
Less than 500
The Kenya Revenue Authority was established in 1995 and is responsible for collecting tax revenue on behalf of the Government of Kenya. Its work includes administering and enforcing all laws pertaining to assessment and collection of tax revenues, as well as educating the public on the benefits of tax compliance.
 

Partners

The solution was implemented by Next Technologies. The Nairobi-based Oracle partner played a key role in educating the Kenya Revenue Authority on the value of having a fully integrated omnichannel system for service, social interaction, and marketing.
Published:  Feb 27, 2019