Financial Services
Kenyan Commercial Bank: Swahili Contact Centre Transformation
CSAT +28 pts
A mid-tier commercial bank with 2.1 million account holders transformed its customer contact operation with Corpshore bilingual support in English and Kiswahili.
CSAT improved from 61% to 89% in 6 months
Voice queue time: 8.4 minutes to 1.9 minutes
Annual saving: KES 38 million
International Development
USAID Agricultural Programme: Swahili Farmer Helpline
280,000 contacts in 4 months
A USAID-funded agricultural programme needed a helpline for smallholder farmers in Kalenjin, Luo and Kiswahili.
280,000 farmer contacts (43% above target)
94% farmer satisfaction in post-contact survey
USAID review: best-in-class farmer engagement
Fintech
Kenyan Fintech: M-Pesa and Mobile Lending Customer Support
Dispute resolution -62%
A Nairobi-based fintech with 45% quarterly borrower growth needed to meet CBK's 7-day dispute resolution mandate.
Dispute resolution: 5.8 days to 2.2 days (-62%)
CBK 7-day compliance: 71% to 98%
CBK complaints reduced by 78%
FMCG and Retail
Multinational FMCG: East Africa Distribution Network Support
Distributor NPS +34 pts
A multinational FMCG group distributing to 8,000 retail outlets consolidated three incompatible internal teams.
Distributor NPS: -12 to +22 in 4 months
Order cycle: 3.2 days to 1.1 days
Annual saving: USD 680,000
International Development
World Bank Programme: Household Survey in 9 Languages
22,340 surveys, 97.9% quality
A World Bank financial inclusion survey required 22,000 household interviews in 9 languages including rare minority languages.
22,340 surveys completed (101.5% of target)
Data quality: 97.9% (threshold: 95%)
3 days ahead of schedule
NGO
UK Charity: Safeguarding and Beneficiary Helpline
96% beneficiary satisfaction
A UK-registered charity needed a confidential beneficiary helpline aligned to UK safeguarding standards in Swahili and local languages.
96% beneficiary satisfaction
100% reports processed within 24-hour protocol
Zero data security incidents in 18 months
E-commerce
Pan-African E-commerce: East African Customer Service Hub
CSAT 61% to 92% in 90 days
A pan-African e-commerce platform with no Swahili capability in its South Africa centre achieved only 61% CSAT for East African customers.
CSAT: 61% to 92% in 90 days
M-Pesa payment resolution: 97% same-day
Returns processing: 9 days to 3.1 days
Insurance
Kenyan Insurer: Claims Processing Transformation
Claims processing -51%
A Kenyan general insurer with 180,000 active policies faced claims backlogs of 45 days against the IRA standard of 30 days.
Claims processing: 38 days to 19 days (-51%)
IRA compliance: 68% to 97%
Cost per claim: -39%
Agritech
Kenyan Agritech: Swahili AI Farmer Advisory
150,000 Swahili interactions in 3 months
A Nairobi agritech platform with an English-only chatbot was failing to engage the 70% of registered farmers who communicated primarily in Kiswahili.
Farmer engagement: +340% in Swahili counties
150,000 automated Swahili interactions in 3 months
Client cited capability in $4M Series A
Mining and Resources
Canadian Mining Company: Employer of Record, Kenya
22 geologists employed in 5 weeks
A Toronto-listed junior mining company needed to employ 22 Kenyan geologists before its subsidiary was registered.
22 employees legally employed in Kenya in 5 weeks
Zero labour disputes during EoR period
Estimated saving: CAD 95,000
Telecommunications
Kenyan Telco: 3 USSD Applications in 8 Weeks
2.1M sessions in first 30 days
A Kenyan mobile network operator needed three USSD applications. Their internal team had capacity for only one.
3 USSD applications delivered in 8 weeks
SIM registration USSD: 2.1M sessions in 30 days
Zero critical bugs in first 60 days
Financial Services (EAC/Rwanda)
Rwanda Development Finance: Kinyarwanda Loan Helpline
92% Kinyarwanda contacts native
A Rwanda-headquartered development finance institution serving SME borrowers needed a multilingual loan helpline in Kinyarwanda, French and Kiswahili.
Helpline operational in 4 weeks
92% of Kinyarwanda contacts handled natively
Borrower satisfaction: 91% in first survey