Introduction
Founded on the belief that girls are powerful agents of change, Girl Effect is a global non-profit organisation dedicated to empowering adolescent girls and young women to reach their full potential. With a mission to harness the power of media and technology to provide girls and young women with the knowledge, skills, and support they need to thrive, Girl Effect has been making a significant impact in various regions around the world, including Kenya.
In Kenya, Girl Effect has implemented innovative programs and initiatives aimed at addressing the unique challenges faced by adolescent girls and young girls in the country. Recognising the importance of education, health, and economic empowerment in transforming the lives of girls and young women and their communities, Girl Effect works collaboratively with local partners, governments, and communities to design and implement targeted interventions.
Through a combination of media campaigns, digital platforms, and community engagement, Girl Effect seeks to break down barriers that prevent girls and young women from realising their potential. By providing access to education, promoting sexual and reproductive health, and fostering economic opportunities, Girl Effect is helping girls and young women in Kenya to build brighter futures for themselves and their communities.
WAZZII stands out as one of the innovative initiatives within the spectrum of Girl Effect's endeavours.
Introducing WAZZII: Empowering Youth Access to Reproductive Health
WAZZII is more than just a digital product; it's a beacon of empowerment for young people in Kenya. In a landscape where access to reproductive health services and products can be challenging, WAZZII stands out as a comprehensive solution designed to bridge the gap.
At its core, WAZZII is a testament to collaborative innovation. Through a meticulous design-led approach involving girls, young women, young men, technical experts, and stakeholders from both public and private health sectors, WAZZII was born. This inclusive process ensured that the final product truly resonated with the needs and realities of its target audience.
But WAZZII is not just a static platform; it's a dynamic ecosystem. It seamlessly integrates multimedia Social and Behavioural Change (SBC) messaging, innovative digital engagement tools, and a human-in-the-loop concierge service. This holistic approach allows WAZZII to respond innovatively to the sexual and reproductive health needs of youth in Kenya, empowering them with knowledge and resources to make informed decisions about their health.
In a world where information is power, WAZZII shines as a beacon of empowerment, guiding young people on their journey to access reproductive health services and products.
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 an opportunity to conduct a written interview with Terry Mathenge, the Digital Delivery Manager at WAZZII. In her role, Terry facilitates the delivery of a range of impactful and dynamic technology-enabled/digital projects for girls. Her responsibilities include supporting content and tech experts as they co-create digital engagement channels with young people in Kenya, ensuring that the products serve the needs of their end users adequately and efficiently. Here’s what she had to say;
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?
Our target audience for WAZZII includes young people with access to smartphones (HI-Fi) and those without, especially those in rural areas (Lo-fi). During the design and development process for girls who use feature phones, we needed to utilise a digital platform that could operate offline (no internet required). USSD was the preferred technology as it would enable WAZZII to close the digital divide by ensuring those without access to the internet were not left behind. Mteja emerged as a perfect technology partner that we could rapidly design a solution with while customising the USSD platform to meet the unique needs of our target audiences, including while guaranteeing data security and superior UX.
Our requirements were clear: we needed a simple and easy-to-use USSD interface for young people in Kenya to access information on their reproductive health. We also needed an agile platform that was easy to customise and iterate. A platform that would integrate two-way SMS functionality to send alerts and facilitate quizzes in the form of a survey feature. The Mteja platform provided us with all these features while giving us access to an easy-to-use back-end content management system.
Can you share any metrics you measure that have improved since adopting Mteja?
Over a four-month period, over 10,000 users engaged with the WAZZII USSD service via the Mteja platform and accessed critical information on their reproductive health.
Image: Wazzi Activation showcasing the USSD code *709# that the participants dialled in to interact with the quizzes.
Were there any unexpected benefits or positive outcomes that you've experienced as a result of using Mteja?
Through this partnership, we have firmed up our use case for WAZZII in service for Lo-Fi audiences and are currently designing even better digital experiences with young people in Kenya.
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?
Mteja’s customer support teams, tech teams, and even senior management responded to our unique needs. They rapidly developed additional tech features to allow us to launch the WAZZII USSD product feature on time. They also managed to provide very impressive uptimes for their platform.
On a scale of 1 - 10, are you likely to recommend Mteja to someone who might be interested in the service? Why?
Nine. Very likely. Their platform is easily customisable, and stable, and guarantees data security. The Mteja team offers excellent customer support.
Bottom Line
In conclusion, the collaborative efforts of Girl Effect through WAZZII and Mteja are playing a pivotal role in empowering young people with the knowledge and resources necessary to make informed decisions regarding their sexual and reproductive health. By leveraging Mteja's technology and expertise, WAZZII is breaking down barriers to access and ensuring that vital information reaches even the most marginalised populations. This not only fosters individual well-being but also contributes to the creation of a healthier and more empowered future generation, poised to shape a brighter tomorrow for themselves and their communities.
Curious to learn how Mteja can enable you to meet your customer engagement needs? Reach out to us today at info@mteja.io.