National Health Insurance Fund

Deployment of Customer Relationship Management System (CRM) to enhance customer satisfaction

Implementation year

The National Health Insurance Fund (NHIF) in Kenya, hereafter also referred to as the Fund, which is a state corporation mandated to offer health insurance to the populace, deployed the Customer Relationship Management System (CRM) as a strategic move to timely address customers’ complaints and to boost customer satisfaction levels. The key benefits of the deployment of this system include a quick view of customer pain points, which lead to timely interventions that in turn enhances customer bonding.

Information and communication technology
Service quality