Article provided by Microsoft
The Mukuru Group of Companies (“Mukuru”) is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer.
Trusted by more than 10 million customers, the foundation of the Mukuru business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base they have grown a wide range of products and services that take their cue from their customers’ needs and aspirations for greater financial security and a better life.
To this end, Mukuru continues to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for their loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card.
As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market.
Their engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through their Contact Centre at any time, and you’ll hear conversations in over 30 languages – our very own united nations of Africa and Asia.
The Mukuru Group had a variety of siloed solutions from multiple vendors. This challenged its ability to achieve its desired digital transformation outcomes and support company growth.
Mukuru’s aim was to streamline IT operations, enhance security and standardise infrastructure using industry-standard solutions. Mitigating the risk of data loss and breaches and regulatory compliance were key priorities. As it grew, the company sought enhanced end user productivity, and wanted security at scale in areas such as identity and access management and email security.
Mukuru’s mission to empower its customers to transfer funds, in a safe, secure and efficient manner means that regulatory compliance is crucial in all the countries it operates in, and its customers’ information must be treated with the highest level of confidentiality.
First Technology, a Microsoft Gold partner specialising in digital transformation consulting and the design, development, and deployment of enterprise solutions, proposed a cloud-based collaborative suite that facilitates corporate communication, exchange, information storage, and business activity management with full security.
The solution included Microsoft 365 E3 cloud-based suite of productivity apps and services with information protection and compliance capabilities included; Office E1 for enterprise; EMS E3 intelligent mobility and security management; Defender for Endpoint for preventative protection, post-breach detection, automated investigation, and response; Defender for Office 365 email filtering and Power BI data visualisation.
The Mukuru Group is also making good use of Microsoft Teams to foster efficient and highly targeted communication among team members.
With certain licenses approaching expiry, Mukuru aimed to move away from their existing email service to Microsoft 365 within a three-month timeline – a process that could be challenged by vast amounts of data needing to be migrated.
Using Teams for remote planning sessions during the pandemic lockdowns, First Technology ran a pilot, refined the planning and tested documents migration, mailbox migration and calendar migrations before migrating the data across to the Microsoft 365 suite hosted in Azure.
With over 18 TB of user data to be retained and then migrated securely, the process required extensive deliberation and testing.
The migration and user training was achieved efficiently, within the necessary timeline, and with minimised impacts on end user productivity.
Mukuru’s key immediate benefits were a reduction in license costs, expanded toolsets and the standardisation of the tools teams use, so supporting collaboration and efficiency.
Uniform technology across the company and across all regions now helps staff to collaborate faster with ultimate improvements in service to end users. The teams now work more securely and efficiently, which in turn impacts the end user.
As a fast-growing business Mukuru is now positioned to scale intelligently and securely, and is better equipped to stay ahead of competitors in the market.