Paynet sinks Sh 1.7 million into CRM

Paynet invested Shl.7 million in a new programme automates and centralizes its operations. The solution, known as Customer Relationship Management (CRM), is expected to cut costs by increasing efficiency while retaining and growing business by tracking clients.

Our business is growing everyday and we need immediate responses to customer requests and questions. CRM is the only way to effectively manage our customers on a personal level.

CRM enables the analysis of trends in customer behaviour, their needs and responses to a company's services and products. It will be possible, for instance, for Paynet staff to track
each of its customer's complaints or any communication to the head office in the city centre.

Think about the danger of not addressing just one complaint, a customer may pull out... and that's lost business.

The CRM, a Microsoft product, is customized for Paynet's businesses and can be upgraded if the need arises. It is going to create a knowledge base that can be used to
solve problems. It collects all customer information and organizes it for easy access.

The ability to make good decisions hinges on usable, accessible, up-to-date as well as accurate data. Broad-based information about customers, products, operations and market trends is what will eventually arm Paynet with a clear advantage over the competition and enable them to make decisions that impact on the bottom line.

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