Salesforce reseller and consulting partner Agilitude has announced that is has opened an office in Kenya, making East Africa its next target for growth.
Agilitude opened its South African operation in May 2013 and has experienced significant growth on the back of its Salesforce partnership, but also the uptake and interest in customer experience management.
Quinton Pienaar, CEO of Agilitude, says that the expansion into East Africa is part of the company’s ongoing growth strategy. “Kenya is a vibrant economy and underrepresented in terms of cloud and customer experience service providers. It is also strategic in that it can more easily service the region,” he says.
Tejpal Bedi, MD of Agilitude East Africa, says that Kenya has many innovative businesses and has a strong ICT sector: “There is a drive for a richer customer engagement and finding efficiencies across the business. Local companies are growing at a tremendous pace however their IT systems have not kept up with the growth.”
Mobility is another key growth force within East Africa. Pienaar says that the region is burgeoning with the use of social media and apps: “Given that Salesforce was built for mobile first, there is tremendous opportunity.”
He says that, similar to South Africa, Kenya needs basic sales force automation, customer service, contact centre and marketing automation. “More importantly, there is a desire to move from customer management to customer engagement, allowing companies to differentiate via experience rather than product and price.”
With the office established, Agilitude plans to establish itself as the leading provider of customer experience management services and tools: “We will be focused on the salesforce.com and its associated ecosystem as our platform and we will concentrate on the financial services, telecommunications, high-tech and retail industry sectors.”