By Staff Writer
Mulonga Water Supply and Sanitation Company Limited (MWSC) has begun to implement technology innovations in order to improve customer service and business performance.
MWSC Director Finance Sila Siame said that the company’s goal is to move all customer interactions to digital platforms in order to improve operational efficiency and customer experience.
Mr Siame said that the firm is currently testing its cutting-edge contact center platform, which will provide more robust customer support across a variety of channels such as voice, text, web chat, email, social media, and others.
“Additionally, the contact center will have technological solutions to streamline systems and operations, provide faster and more improved customer support, and strengthen customer engagement,” he said.
“We have invested in both software and hardware to modernize the operations of the business and the new state of the art Contact Center is an integral part of the digital transformational agenda. We will soon migrate to a web-based billing system, which will include many new features,” he said.
Mr Siame asserted that the Company’s digital transformation agenda was driven by a desire to pivot the company toward its customers, better understand their needs, and deliver customer benefits as well as improved customer experiences.
“We are going to have spot billing, real-time balance inquiry, customized messaging, and a robust complaint management structure. These will supplement the existing electronic payment systems. To improve customer satisfaction, we will migrate all of our customer interactions to digital platforms,” he said.
He stated that the Company had closed two (2) pay points so far, and that customers in the affected areas were now paying for MWSC services using mobile money platforms and calling the Contact Center to report concerns.
MWSC has partnered with MTN MoMo, Airtel Money, and Tingg to allow customers to pay using their preferred mobile money platform.
Mr. Siame encouraged customers to report complaints by dialing the short code 2012 on MTN and Airtel, and those who will visit the company’s offices in person, a phone will be provided for them to call the Contact Center.
MTN officials recently visited MWSC as one of the partners in the digital transformation agenda and to express their appreciation for the progress that has been made.
