Driving Compliance and Customer Satisfaction Across Africa

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Managing customer experience across the African continent, with its diverse regulations and languages, can be a daunting task for any organisation. For a leading African bank, Smoke Customer Intelligence delivered a comprehensive solution, addressing key challenges like data privacy compliance, multilingual survey deployment, and advanced security protocols, making the experience seamless and simple.

Through the Eyerys platform, Smoke^CI enabled the bank to seamlessly consolidate customer feedback, enhance security, and ensure compliance with local data regulations, helping them to maintain high levels of customer satisfaction and meet their regulatory requirements.

Key Challenges:

• Data Privacy & Compliance: Navigating the complex landscape of data regulations across 12 countries.
• Multilingual Surveys: Providing accurate, localised customer feedback in multiple languages.
• Technical Infrastructure: Addressing the need for both Cloud and on-premises hosting across various regions.
• Security Protocols: Meeting diverse security requirements, including regular password resets and enhanced authentication measures.

The Solution: Smoke^CI’s Eyerys platform provided a centralised solution to unify the bank’s NPS^® data from all 12 countries, offering a clear, consolidated view of customer satisfaction. By partnering closely with the bank’s internal teams, Smoke^CI successfully implemented multilingual NPS^® surveys and ensured compliance with local and global data regulations. The integration of secure access protocols enhanced both security and user trust, positioning the bank to deliver an exceptional customer experience across its African footprint.

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