Varsity launches Customer Management system to boost services
Zetech University has invested in a new Customer Relationship Management System in a bid to enhance services provided to stakeholders. The integrated system is designed to streamline processes, build customer relationships, enhance engagement, and improve the overall customer service which is critical for the higher education sector.
As an ISO 9001:2015 certified institution that received recertification early September, the University has embarked on this process, taking advantage of digital systems to improve the student and client experience while promoting online learning for qualified students. The move comes ahead of the annual customer service week planned for the first week of October 2020.
Following the impact of the COVID-19 pandemic and the uncertainty around reopening of institutions, the CRM is a timely investment that will leverage digital systems to connect with students while providing guidance on navigating the University’s online blended learning system and progress with their university studies.
Commenting on the initiative, University Vice Chancellor noted that the move was adopted in line with growing needs of the new generation customer, changes in consumer behavior, purchasing as well as dynamics of current market forces that demand service providers to carefully engage with customers. He added, “As Zetech University, customer focus is one of our core values and in this new normal of providing online learning and professional courses, the investment in a customer relationship system is a timely investment.” said Prof. Njenga Munene.
Echoing his thoughts, Deputy Vice Chancellor Dr. Alice Njuguna highlighted that the shift to online learning requires that students are well handled and guided in the relevantly new process. “This CRM system is ideal for better engagement with our students and their guardians and enhances our delivery of service to ensure a seamless process at all University service points,” said Dr. Njuguna, adding, “it also serves as a tool for training as we develop in our students an entrepreneurial spirit and emphasise the critical role customers play in every industry.”
The move is an addition to the recent upgrade of the institution’s Learning Management System to boost the student online learning experience. As the University builds its customer base by accommodating government and self-sponsored students in the ongoing September intake, the investment is bound to bear much fruit in the coming years.