This case study delves into how Mukuru partnered with XCALLY to seamlessly integrate voice and digital communication, leading to remarkable improvements in operational efficiency, customer engagement, and service quality.
Who are Mukuru? An introduction
Mukuru is a leading next-generation financial services platform in Southern Africa that offers affordable and reliable financial services to a customer base of over 14 million across Africa, Asia, and Europe. With over 100 million transactions to date, Mukuru's core service is international money transfers, and they have expanded their offerings to address the broader financial needs of their customers. Operating in over 50 countries and across over 300 remittance corridors, Mukuru serves clients through various channels, including physical and digital channels, multiple payment methods, and a range of engagement platforms.
Recognition and awards
Mukuru has achieved significant recognition in the industry, being listed as one of the top 100 Cross Border Payments businesses in the world for four consecutive years in the 2023 FXC Intelligence Top 100 Cross-Border Payment Companies. They were also honored with the Fintech Innovation of the Year Award at the 2023 Africa Tech Festival Awards for their transformative use of financial technology. In addition, Mukuru ranked sixth on the 2023 LinkedIn Top Companies List in South Africa.
Client’s needs and requirements
Mukuru is a business that puts the customer at the centre of everything they do, and for that reason, they serve clients across physical and digital channels, by various payment methods (cash, card, wallet) as well as a range of engagement platforms including WhatsApp, USSD, contact centre, App, website, agents and a branch and booth network.
It was therefore crucial for the company to find an omnichannel solution that would enable a smooth transition for their customer service.
Why did the company contact XCALLY?
Mukuru sought XCALLY's assistance to transition their customer service operations to encompass both digital and voice communication. They were particularly interested in leveraging XCALLY's offerings in WhatsApp and Webchat services to facilitate this transition effectively.
What were their needs?
Mukuru needed to migrate to an omnichannel platform that integrated voice and digital service channels seamlessly. They also required a centralized interface that empowered their staff to efficiently serve customers across all communication methods.
What services did they require, and what were the set objectives?
The primary objective was to ensure that customers received swift and professional service, regardless of the communication channel they chose. The secondary objective was to enable staff to navigate between voice and digital service channels within the same interface seamlessly.
Solution provided by XCALLY
XCALLY provided a tailored solution to meet Mukuru's requirements. The implemented solution included comprehensive voice functionality for inbound, outbound, and campaign calls, along with digital channels such as WhatsApp and Webchat.
Key features of XCALLY’s solution provided
• Agent Management: XCALLY's unified interface allowed seamless support across all service channels, empowering agents to handle customer interactions effectively.
• IVR (Interactive Voice Response): An IVR system was implemented to enhance call routing and improve customer interaction.
• Integrations: API integrations were utilized to automatically route customers to the most skilled agents based on specific criteria, ensuring efficient and effective service delivery.
• Customer Journey Management: Voice and digital support touchpoints were integrated into XCALLY via API, providing a holistic view of customer interactions.
• WhatsApp Support: XCALLY enabled direct communication with customers via WhatsApp, expanding Mukuru's reach and enhancing customer engagement.
Achieved results
The implemented solution by XCALLY brought significant improvements and achieved the desired outcomes for Mukuru:
• Increased Digital Engagement: Since migrating to XCALLY, Mukuru has experienced a significant increase in digital engagement from their customers, indicating successful adoption of the new service channels.
• Streamlined Operations: The unified interface and automated routing capabilities have improved operational efficiency, resulting in faster response times and enhanced customer service quality.
• Enhanced Customer Support: XCALLY's solution provided a comprehensive view of customer interactions across all channels, enabling Mukuru to offer personalized and effective support tailored to individual needs.
• Voice Answer Rate Improvement: The project yielded a 19% improvement in the rate at which voice calls were answered promptly.
• Speed to Answer Improvement: Mukuru experienced a 25% reduction in the average time taken to answer customer inquiries, improving overall customer satisfaction.
• Number of Calls and Digital Chats Automatically Assigned: XCALLY's automation capabilities allowed for the efficient handling and assignment of 100% of calls and digital chats, ensuring prompt and appropriate customer support.
Xcally has greatly enhanced our contact center’s operations with their voice and chat support functionalities, including robust real-time dashboards. Their seamless integration has boosted both our customer satisfaction and agent productivity. Xcally has been a key partner in advancing our omnichannel strategy.
Lyall Johnson - Senior Operations Manager
Conclusions
In conclusion, the implementation of XCALLY's omnichannel solution successfully addressed Mukuru's needs and requirements. The achieved results, including increased digital engagement, streamlined operations, and enhanced customer support, demonstrate the effectiveness and success of the project. Mukuru's positive testimonial further reinforces the value and impact of XCALLY's solution in transforming their customer service operations.
