Britam unveils tool to boost customer service

NAIROBI, KENYA: Britam has unveiled a cutting-edge IT system aimed at streamlining its business operations. "Jawabu", as the project is known, is an ambitious IT-enabled business transformation project designed to deliver the technology capabilities required to deliver the best customer experience.

It is part of the diversified financial services group's quest to achieve its strategy for regional and local expansion through IT business transformation, and to also respond to the growing requirements of its customers.

Group Managing Director Benson Wairegi said the system will transform Britam by delivering world-class business processes and state-of-the-art IT systems. "It will move the company from being a product-centred organisation into a customer-centric organisation, providing customers with first-class service," he said during the launch of the project.

Wairegi noted the IT programme would deliver a new era of convenience through improved business processes, enhanced structures and state-of-the-art system. Developed in partnership with Oracle, IBM, Fadata, and PwC, among others, the project will be implemented and deployed in three phases. The current phase kicked off in July and is expected to run until May next year. The system has also created a single repository and multi-access to customer profiles.