The Kenya Revenue Authority (KRA) became the only African country to be nominated by Oracle CX for the 2018 Global Excellence Award in customer service.
The taxman was nominated as one of the 39 companies worldwide as a finalist for the Modern Customer Experience Award.
Communication from Oracle outlined that the award ceremony would take place on April 10 in Chicago, United States.
Oracle Senior Product Manager, Customer Advocacy, Beth Renstrom explained that a rigorous process was employed to determining the finalists.
[caption caption="KRA boss John Njiraini"]
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Renstrom outlined that the key focus of the methodology was in the transformative customer service strategies employed by the companies.
"Ordinary customer experiences don’t cut it anymore. Top brands, like the ones chosen, stand out from the crowd by offering unforgettable customer experiences.
"They’re differentiating their business, disrupting their industries and they’re achieving legendary results with innovative and transformative Customer Service strategies. Oracle is recognizing 39 finalists who are leading the pack," she stated.
KRA Deputy Commissioner, Marketing and Communication Grace Wandera welcomed the nomination explaining that the taxman had employed new service delivery strategies pegged on Customer Relationship Management (CRM).
"The robust CRM tool introduced as part of KRA’s Transformation Agenda caused excitement among taxpayers who have received a Seasons Greetings E-Card on their iTax registered Email Addresses in December 2017.
"Recently, KRA has deployed the CRM solution in sending email messages to all registered taxpayers, reminding them to file their tax returns," the commissioner explained.
The Modern Customer Experience Award is reserved for organizations that deliver industry-leading customer experiences, using multiple Oracle CX products, including Sales and Service Cloud.
[caption caption="File image of taxpayers seeking help from KRA officials"]
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