• EWSC MD reveals that the Phum’edelezini App has led to customers saving money
  • She notes that since the launch of their digital campaign they have witnessed an increase in their brand value
  • Company reiterates that service centres will not be shutdown

Photo Credit: https://www.swsc.co.sz/

Ntokozo Nkambule

The Eswatini Water Services Corporation (EWSC) Phume’delezini App has now hit four thousand users. This was revealed by the company’s Managing Director, Jabulile Mashwama in an in-house, one on one conversation, dubbed ‘Phum’delezini 2.0, The EWSC DIGITAL CUSTOMER EXPERIENCE: EVERYTHING YOU NEED TO KNOW

Mashwama notes that the reason they decided to embark on a more digital and technology service-oriented approach is that they wanted to find more convenient and innovative ways of interacting with their customers. She added that apart from improved customer experience, going digital has enabled them to be more efficient in terms of their turnaround times. “Customers want you to respond quickly and technology has enabled us to be able to offer that much-needed benefit. We also wanted our customers to have access to information at the tip of their fingertips, and at their convenience. Another driving factor towards us taking the technology route was because of the COVID-19 pandemic, as we wanted to reduce human contact” she noted.

When asked about the successes of their overall digital campaign, Mashwama observed that it has been a resounding success as the Phum’edelezini App is now used by over four thousand EmaSwati. Furthermore, she said their digital campaign, particularly the Phum’delezini App has led to customers saving money and avoiding long queues as they can now do this in the comfort of their homes. “What has given us great joy is the fact that our customers are now able to save money as they do not have to physically go to town to pay their water bill. We have also noted that our brand value has increased; more people are now aware of us, as they easily interact with us digitally. The brand is actually coming to where people are, which is amazing to witness” she said.

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