Mr Dayvee Ngugi of Clientelle fields questions. photo | diana ngila | nmg
Dayvee Ngugi was earning as a blogger in Nyeri running a news site. He started getting adverts from corporate bodies.
But
something hit him, that as an IT Bachelor’s student at Dedan Kimathi
University of Science and Tehnology he could manage customer relations
as well as monitor the same.
He came up with a Customer
Relations Management software called Peach CRM but retired it a year
later when he partnered with an established Nairobi firm handling
corporate clients CRM portfolios.
He was able to raise Sh100,00 as seed capital and Clientelle in 2015.
“I signed several partnerships with global CRM providers and
acted as their local partner where the main task was to launch
operations within participating companies as well as train their staff
how to operate the online customer relations portal,” he recalls.
“Sales
teams going out to meet clients register all customer details on our
app. Companies now understand their clients better as all interactions
are monitored and products ordered are diarised, indicating frequency as
well demand for specific products,” he said.
With their operations running online, Mr Ngugi provided support for his clients from the comfort of his house.
“Hotels
are now able to monitor orders by specific clients as well as collect
data about individual customers that can be analysed for business
opportunities in direct marketing,” he said.
In 2016,
the firm earned Sh2 million in gross profit, which went up to Sh15
million last year, in what it attributes to an increase in the number of
clients.
“There is a need to monitor interactions with
Kenyans to enhance service delivery. In case of persistent complaints
from a specific individual, the senior person is notified and instant
action,” he says.
Clientelle has also ventured into
social media monitoring for their clients where posts received are
segmented as compliments and complaints, thereby helping to enhance
responses and where necessary companies respond to criticism on time.
“State
agencies hardly keep files anymore since Kenyans seeking services from
participating agencies have all individual customer details captured
online, thereby easing the need for manual filing. No jobs are lost
since this frees cash that could be invested in hiring personnel for
other offices,” Mr Ngugi said.
Clientelle has seven
staff members and says is focused on expanding operations since use of
CRM solutions “is fast gaining currency among companies and State
agencies.”
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