SMS-BASED CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE

Delivering great digital customer experience across channels and customer lifecycle stages, requires a
strong and user-friendly technology stack for data collection, management and analysis.

A digital customer experience software platform is a valued technology solution that helps businesses
manage, measure and improve on the overall experience customers have during their engagement
cycle with the company. The customer experience platform could help to increase customer retainer
by over 50%, build strong emotional attachment to your brand, and the platform can also power your
sales funnel conversation strategies.

A digital customer experience (CX) software is a level up in its ability to leverage customer insights for
recommending actionable improvements in your product performance and customer engagement. –
either at an individual or organizational level. On an individual level, a digital CX software can guide
CX transformation through tracking individual customer behaviour, and by raising red flags in a
customer journey, wherever possible, leveraging predictive analytics to suggest personalized digital
experience solutions for customer retention. On an organizational level, CX software studies customer
journeys to track patterns and identify larger problem areas or loopholes within the organization that
may be affecting the overall digital customer experience journey, allowing CX professionals to plan
and execute internal procedural transformations for better customer experience.

As Nabaki continues to expand your customer base and improving your customer experience, it is
important to deploy an automated customer experience management software that allows Nabaki to
keep track of your customers’ experience, generate and manage customer leads to amplify
conversation. To handle seamless pre & post sales customer experience, we are proposing to develop
an SMS integrated customer experience for Nabaki, to automatically generate real data of your
customers’ experience, provide real time support to your customers and also answer to their urgent
questions through an encrypted two-way SMS communication. Below, we have highlighted key
features of the software;

Post Sales Customer Experience Management – The digital CX will automate Nabaka Afrika’s post-
sales customer services delivery, gather data on post-sales product experience from customers to help
Nabaki Afrika analyze areas of product improvement, it will also act as retainer marketing channel for
higher retention rate. The CX platform will be automated to deliver two-way SMS interaction between
Nabaki Afrika’s sales & marketing team and your customers. Through the CX platform Nabaki Afrika
can fully provide dedicated customer service support to each client, thereby offering a personalized
business support to your customers. The CX software will be integrated with Nabaki Afrika’s current
sales software, where it will pull clients data and automate customer experience. The CX sequence
can start from sending “Thank you for buy Nabaki Product” text to customers immediately they
purchase any product from Nabaki Afrika, and the CX system will automatically handle customer
interaction by sending product related short surveys, product support tips and off-sales campaigns to
increase their chances of becoming retainer customers.

Sales funnel management and Leads Conversion – The CX software will provide 2 UIs (user interface);
first interface will be Admin analytics dashboard that provides a seamless data analysis platform to
enable Nabaki Afrika’s sales team to fully engage customers and visualize stage of each prospective
customer in the customer flow journey. The dashboard will show which customer is on leads stage,
which ones that are on prospecting stage and which ones on the conversion stage. This is easy-to-use
analysis platform will help Nabaki Afrika sales team to easily fast track conversion of customers and
close more sales within a shorter timeline. The dashboard will also help them explore most trending
sales queries and post-sales customer concerns, and thereby find lasting solutions to customers most
pressing needs. The second UI is the customer SMS feature, that allows them to receive short
messages and reply quickly to Nabaki Afrika. Through the SMS feature, customers can easily reach out
to Nabaki Afrika’s sales team without internet connections. The feature gives them 24/7 access and
direct communication with Nabaki Afika’s sales/technical team. The solution will help Nabaki offer
real time post-sales support and also provide real-time product information to prospective customers
across the country. With the SMS feature, Nabaki can now reach customers in every corner of the
country, even in areas with poor or no internet connectivity.

Product Surveys, Data Collection and Product Promotions – With the two-way SMS feature, Nabaki
Afrika can automatically share product surveys to millions of customers and prospective customers at
once via SMS and receive instant survey response from the customers. SMS has over 98% open and
response rate, so this will be the best way that Nabaki Afrika can actively engage your customers in
learning about your product performance in the market. Nabaki can also use the CX software to send
product promotions to millions of customers and leads and include CTA (call to action) link in the SMS
to your targeted customers to prompt them to make purchase decisions. The software can power your
sales penetration and double your sales volume.

Predictive Capabilities to support customers without customer service personnel – The CX software
will be equipped with predictive capabilities for it to learn about each customer’s behaviour and
continue to provide support to customers without customer service personnel. The software will
record/store FAQ by customers in its memory and it will be able to answer those questions
automatically when they are being asked by other customers. The feature helps Nabaki Afrika to
concentrate on other business operations, while the CX software will handle the basic FAQ from
customers. It will only share new/unfamiliar questions with Nabaki customer service team to provide
answers to the customer. This feature is designed to speed up response time of getting back to your
customers’ queries and questions.

TECHNICAL REQUIRMENTS FOR NABAKI AFRIKA CX SOFTWARE

Requirement Description
Development of the CX The technical team will design the architectural structure of the CX
software architectural software. The structure is clearly visualizing the interconnection and
structure interdependency between the system and relevant integrations. It
shows the input ad output lines, and as well as the operation guide of
the CX software
Review relevant coding The developers’ team will review relevant coding languages and choose
languages and choose the best language(s) to use for the development, based on the nature of
most preferred based on software and convenience for security integration.
the nature of the
software
Development of CX UIs The technical team will work with our UI team to design the user
and key features experience journey for the CX software to ensure simplicity and
feasibility in implementation. The UI will be prototyped and tested to
validate its feasibility before adopting it for the CX software
Development of The team will develop a well-structured database for the CX software.
Database for the CX The database will be designed to improve command prompts and
software increase response rate of the software. The database will also be
developed with high level of flexibility to allow scalability and addition
of features into the CX software in the future.
Backend Development The developers will work on lines of codes to operationalize the
functionalities of the agreed features of the CX software. The coding of
the backend will follow the architectural design of the CX software to
enable us achieve a fully functional software
Integration of relevant The software developers will work on API integrations, such as two-way
APIs SMS API integration and other relevant integration to power the
functionality of the CX software.
Internal Testing The team will test the CX software internally and iterate areas that
requires improvement. The internal testing will be done by groups of
technical experts to audit the lines of codes, test the features and give
feedback on improvement areas. The developers will work on
improvement areas to perfect the system functionalities.
Beta Testing of the CX The software will now be ready for beta testing with selected few of
software Nabaki Afrika’s customers. Beta testing will be done with 100 customers
to access the features, value creation to customers and gather feedback
from the customers. The developers will then implement the feedbacks
from the early software adopters from the beta testing stage.
Training of Nabaki Afrika The technical team will have a week-long training to Nabaki Afrika team
Team on how to use the on how to navigate through the CX software and how to use all the
CX software features on the software.
Full roll out of the The software technical team will work with Nabaki Afrika for one month
software to fully roll out the CX software to Nabaki Afrika’s current and
prospective customers. The technical team will provide one-month
technical support to Nabaki Afrika during the full role out of the
technology.

SOFTWARE DEVELOPMENT TIMELINE

Activity Timeline
Design and structuring of the software 2 Weeks
Software Development 8 Weeks
Internal Testing 2 Week
Beta Testing 3 Weeks
Post-launch support 4 Weeks

PROPOSED BUDGET

Item Amount Payment Terms

(TSH)
Software Design and Architectural Structuring 3,508,500 1. 60% advance upon
Software Development 9,356,000 commencement of the
project
API Integration 2,806,800 2. 20% upon
Beta Testing 2,339,000 commencement of Beta
Testing
Post- Launch Support (for one month) 5,847,500 3. 20% upon completion of
Total 23,557,800 the project
Software Maintenance and upgrade (Quarterly) 3,508,500 Paid on Quarterly basis for
maintenance and upgrade of
the software