Introduction
In Kenya, corruption has become a pervasive and systemic issue, infiltrating all levels of society and undermining the country's development and stability. From embezzlement of public funds to bribery and extortion, corrupt practices have eroded trust in institutions and perpetuated inequalities, hindering progress and exacerbating poverty. Despite efforts to address the problem, corruption remains deeply entrenched, necessitating sustained and multifaceted approaches to combat it effectively.
In response to the challenge of corruption, advocacy organisations in Kenya have emerged as critical actors in the fight for transparency, accountability, and good governance. These organisations play a vital role in raising awareness about corruption, mobilising citizens, and advocating for policy reforms to address the root causes of corruption and strengthen anti-corruption mechanisms. By amplifying the voices of marginalised communities and holding leaders accountable, advocacy organizations are working towards a more just and equitable future for Kenya, where the rule of law prevails and public resources are used for the benefit of all citizens.
Introducing Transparency International
Transparency International, a global movement operating in over 100 countries, endeavours to eradicate the scourge of corruption. Focusing on issues paramount to people's well-being, it endeavours to hold the powerful accountable for the greater good. Advocating, campaigning, and conducting research, the organization exposes the intricate systems fostering corruption, advocating for enhanced transparency and integrity across all facets of public life. Their overarching mission seeks to halt corruption while promoting transparency, accountability, and integrity across societal strata. Envisioning a world devoid of corruption where governance, politics, business, civil society, and individuals' daily experiences are untainted, Transparency International operates independently, as a non-governmental, not-for-profit entity, collaborating with allied partners globally in its pursuit to combat corruption.
Introducing Mteja
Mteja is a powerful, cloud-based platform that unifies a business’ contact center and CRM needs. We go beyond just tools – we transform the way you interact with your customers. Our comprehensive solution provides a multichannel contact center (IVR, USSD, SMS, WhatsApp for Business); customer experience (CSAT, CES, NPS Sentiment Analysis) tools and advanced data analytics, all seamlessly integrated within a single platform. This streamlines operations, enhances customer experience, and equips you with actionable insights to optimise communication strategies. Build stronger relationships, drive growth, and achieve success – all with Mteja by your side. We equip businesses of all sizes with the tools to excel in:
Multichannel Engagement: Mteja's solution offers a unified platform for seamless interactions through a variety of channels including IVR, SMS, USSD and WhatsApp.
Understanding Your Customer Better: With Mteja, businesses can build and develop rich contact profiles, providing a holistic view of each customer's preferences, behaviour, and history.
Increase Brand Loyalty and Satisfaction: Mteja's CRM features, including CSAT (Customer Satisfaction), CES (Customer Effort Score), Sentiment Analysis, and NPS (Net Promoter Score), empower businesses to measure and track customer sentiment and satisfaction in real-time.
Data-Driven Customer Initiatives: Mteja empowers businesses to utilise data-driven insights, leveraging trend analysis, and segmentation techniques to identify opportunities for cross-selling, upselling, and personalised offerings, thereby driving revenue growth and enhancing customer engagement.
Customer Story
We had the opportunity to speak with Samuel Komu, a Senior Regional Officer at Transparency International's Advocacy and Legal Advisory Center in Nairobi. Samuel oversees operations within the Nairobi regional office and the Advocacy and Legal Advisory Center (ALAC) and plays a pivotal role in coordinating efforts to combat corruption and promote transparency and engagement of citizens. Here's what he shared about their experience using Mteja's platform:
How did you first come across Mteja, what challenges or goals led you to consider using the platform, and how have your initial expectations and goals evolved as Mteja helped you achieve them?
We discovered Mteja while exploring communication platforms that could facilitate secure interactions with citizens across the country. Our goal was to establish a reliable channel for individuals to report instances of corruption and service delivery issues. Ensuring the privacy and security of these communications was paramount to us, given the sensitive nature of the information being shared.
Can you share any metrics you measure that have improved since adopting Mteja?
We conduct monthly analytics to track engagement levels, though I have no specific metrics to share at this time. Despite occasional fluctuations due to outreach activities, we have observed a consistent usage pattern and received positive feedback from users. This indicates that Mteja has been instrumental in facilitating communication and fostering trust between citizens and our organisation.
Were there any unexpected benefits or positive outcomes that you've experienced as a result of using Mteja?
Mteja has provided us with unexpected benefits that go beyond just communication. It has allowed us to explore features that enhance citizen outreach and data management by integrating various online platforms into a unified system. These insights emerged from our interactions with Mteja's team, who have demonstrated a proactive approach to addressing our needs and providing innovative solutions.
How would you describe the level of support and assistance you've received from Mteja's customer success team during your journey with the platform?
I would rate Mteja's customer support an 8 out of 10 for its responsiveness, proactive communication, and efficient issue resolution. The team has been instrumental in ensuring the smooth operation of the platform and addressing any concerns or queries promptly. Their dedication and willingness to understand our unique requirements have been commendable.
On a scale of 1 - 10, are you likely to recommend Mteja to someone who might be interested in the service? Why?
I would rate my likelihood of recommending Mteja as a 7.5 out of 10. Based on our positive experience and the tangible benefits we've derived from using Mteja, I would certainly encourage others to explore its potential for facilitating transparent communication and citizen engagement.
Is there anything else we should know?
I appreciate the opportunity to share our experience with Mteja and encourage ongoing collaboration. Thank you for considering our insights into the transformative impact of Mteja on our mission to combat corruption and promote transparency.
Bottom Line
In conclusion, Transparency International's partnership with Mteja exemplifies how technology can advance organisational missions, fostering transparency, trust, and citizen engagement in the fight against corruption.
Curious to learn how Mteja can enable you to meet your customer engagement needs?Reach out to us today at info@mteja.io.