The Challenge

Safal Group is the largest producer of steel roof sheeting on the continent. The company has been around for 60 years with operations in 8 countries including Kenya, Uganda, Tanzania, Ethiopia, Namibia, Rwanda, Malawi, South Africa.

The new company strategy around its multiple brands and customer segments, includes building a stronger bond with clients through an improved and outstanding customer experience, consolidating its leading position in the market. Safal was looking for a partner that understands the diversity of Africa and its multiple cultures  to help executing the new customer experience program.

The Solution

RightCom CX Advisory team worked closely with Safal team to ensure that all practical aspects of the customer experience program are in place and advised on the gaps to close. By the time we started the program implementation, all stakeholders knew exactly what to do and what outcome to expect. Our CX implementation methodology is agile and result-oriented enabling quick scalability. We  continuously test to drive continuous customer experience improvement by focusing on meeting progress-specific objectives before moving to the next focused set of goals.  We used RightSurvey (Survey and Feedback Management) to collect customer feedback and RightData (CX Data Analysis) for in-depth data analysis.

The Benefits

Safal has gained more visibility about the customer experience across the various countries and business units. The collaboration allowed the business to lay down the blocs towards an improved and outstanding customer experience. Customer Experience Management is a journey and not a one off project, hence we continue supporting Safal on this beautiful journey of delivering the best experience.