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CASE STUDY

Discover the power of Intentional Marketing - through our client success stories.

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Client Overview

Nairobi City Water & Sewerage Company (NCWSC), commonly known as Nairobi Water, is the largest utility company in Kenya, providing water and sewerage services to the residents of Nairobi County. In 2019, the company engaged a digital marketing agency to design and develop a new website that would be more customer-centric, user-friendly, and search-optimized.

The Challenge

The main challenge was to provide a platform where customers could easily access information and services related to water and sewerage services. The existing website was outdated, difficult to navigate, and did not have optimized content for search engines. Customers had to spend a lot of time searching for information and often resorted to calling customer service or getting information from other sites.

The Solution

Website Design and Development

The first step was to redesign and redevelop the existing website with a different content management system. The new website had a modern and user-friendly interface, with intuitive navigation and clear calls to action. The design was optimised for mobile devices, ensuring that customers could access the website from anywhere, at any time.

Graphic Design

The agency also designed images and iconography used on the website, giving it a fresh and modern look. The internal news-watch magazine was also redesigned to reflect the new look and feel of the website.

Search Engine Optimization

To ensure that customers could easily find the information they needed, the agency carried out extensive research using digital consumer intelligence tools. This involved analysing search and social media data to identify the most common queries and topics related to water and sewerage services in Nairobi. The agency then used this data to develop search-optimised content that would rank highly on search engines like Google.

Content Marketing

The agency used insights from digital consumer intelligence research to develop content for the website that reflected what customers wanted to know. This included information about water conservation, water quality, and payment options. The content was designed to be informative, engaging, and easy to understand.

Chatbot Marketing

To improve customer service and increase self-service options, the agency developed a Facebook Messenger chatbot. The chatbot was designed to provide quick and easy solutions to common customer queries, such as how to pay water bills, report leaks, or request new connections. The chatbot was integrated with the website and could be accessed by clicking on a floating chat icon in the bottom right-hand corner of the screen.

Results

The new website and chatbot have been a success, with positive feedback from customers and stakeholders. The website has seen an increase in traffic and engagement, with customers spending more time on the site and accessing more pages. The chatbot has reduced the number of calls and emails to customer service, freeing up staff to deal with more complex queries. The search-optimised content has improved the website's visibility on search engines, resulting in higher rankings and more traffic from organic search. Overall, the project has helped Nairobi Water to become more customer-centric and responsive, providing a better experience for its customers.

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