Kenya, Aug 29 – The modern consumer is hyper-digitalized, yet corporate communication remains stubbornly fragmented
Today’s customers expect to jump seamlessly from an Instagram direct message to a WhatsApp chat, and then to a website live agent—all without repeating their problem.
Instead, they are routinely met with siloed departments, lost histories, and long hold times. As digital adoption accelerates, this operational friction is costing organizations both revenue and brand loyalty.
“The shift from conventional channels like voice calls and walk-ins to digital platforms has created an operational nightmare for businesses relying on legacy infrastructure,” observed Patrick Muthui, Chairman of Jasco Communications, a leading software solutions provider.
Speaking at a corporate partner appreciation dinner, Muthui highlighted that while modern clients overwhelmingly prefer digital channels, legacy systems fail to bridge the gaps.
“Customer service agents frequently operate on isolated platforms, meaning a tweet, an email, and a phone call from the same individual look like three different customers,” he noted.
As a result, employees waste critical time switching tabs to piece together a customer’s history, while consumers endure the frustrating loop of repeating their details upon every transfer.
To resolve these pressing issues, Jasco Communications has partnered with Freshworks to deploy a system that unifies all digital touchpoints into a single, cohesive ‘pane of glass.’
Whether a client reaches outis consolidated, empowering agents to respond contextually and instantly
Breaking the Cost Barriers for SMEsAchieving a unified, 360-degree view of the customer traditionally required deploying massive, complex Enterprise Resource Planning (ERP) or legacy Customer Relationship Management (CRM) architectures.
For Small and Medium Enterprises (SMEs), these platforms presented insurmountable barriers: prohibitive licensing fees, months of disruptive implementation, and heavy IT footprints.
“A major focus of the Jasco and Freshworks partnership is addressing the heavy implementation barriers that historically kept advanced customer management out of reach for smaller firms,” explained Bonface Kiogora, Head of Business Development at Jasco Communications.
Businesses only pay for what they use, deployment takes days instead of months, and Jasco’s managed services handle the technical heavy lifting—giving growing businesses enterprise-grade capabilities at a fraction of the cost.
Moving from Static Insights to Action
Modern customer service requires more than just gathering data; it demands immediate execution.
Too often, valuable customer insights sit buried in weekly or monthly analytics reports long after a dissatisfied customer has migrated to a competitor.
“The Freshworks platform bridges the gap between insight and action through embedded AI and automated workflows,” said Precious Viata, Lead Engineer at Jasco Communications.
The system automatically scans incoming digital messages to flag customer sentiment and urgency, ensuring high-risk queries are instantly routed to specialized teams without manual sorting.
Furthermore, if data detects a recurring system error or a spike in tracking failures, the platform proactively prompts agents with pre-approved solutions, turning static data into immediate, remedial action.
The tangible impact of this unified approach is best highlighted by the fast-growing organizations transitioning away from legacy friction.
Purity Mwema, Business and Operations Manager at M-KOPA, shared that the company has relied on the Freshworks solution for eight years to power their internal ticketing, unified communication, and customer interactions.
“With Jasco and Freshworks’ support, we have been able to smoothly integrate several systems based on how our business grows,” Mwema explained.
“M-KOPA has now grown to 10 million customers, and this robust tool is supporting all those customers seamlessly across the various diverse markets we operate in.”
Ruth Atambo, Member Experience Manager at Qona Sacco—a digital credit union with over 20,000 members—noted that the system has completely set them apart in a sector historically known for poor customer service.
In fact, multiple competing Saccos have requested to benchmark against their operations.
“Before onboarding Freshworks, our member interactions were scattered across emails and phone calls without any system to track conversations or generate meaningful reports,” Atambo revealed.
“Since onboarding, there is absolute accountability because what is measured is managed well. We have centralized our communications, eliminated departmental silos, and vastly improved our custom reporting. Most importantly, member satisfaction has drastically improved.”
