Episode 114 - Building Customer-Centric Propositions with Zoho’s Mary Muthoni & Redian Software’s Pavan Verma.

In our latest episode of the Pure Digital Passion podcast, I had the pleasure of hosting two industry leaders: Mary Muthoni, Partner Manager at Zoho in Kenya, and Pavan Verma, CEO of Redian Software. Together, we delved into the exciting landscape of digital transformation in Kenya and Africa, specifically how Zoho and Redian Software are empowering businesses with customer-centric solutions. The conversation flowed from the insights shared during a recent panel discussion on the BFSI sector that was jointly hosted by Zoho and Redian Software during the same week, but we expanded the focus to cover Zoho’s wider impact across different industries in Kenya and the East African region. Here’s a breakdown of what we discussed and the key takeaways from this enlightening session. Zoho’s Approach to the Kenyan and African Market Mary Muthoni provided an in-depth overview of Zoho’s journey in Kenya and Africa, explaining how the company’s focus on localization and affordability has made it a game-changer for businesses of all sizes. Zoho’s products are designed to be accessible, scalable, and tailored to the specific needs of African businesses. The pricing is localized in Kenyan shillings, making it more affordable than many other global platforms as well as being less prone to foreign currency exchange rate fluctuations. One of the key highlights was how Zoho adapted to the challenges brought by the COVID-19 pandemic, which accelerated the need for digital tools as businesses shifted to remote work. Zoho introduced tools like Zoho Workplace, which became instrumental in helping Kenyan businesses maintain productivity during the lockdown. Mary also shared that Zoho’s presence in Kenya has continued to grow, with the company setting up a local office and building strong partnerships with companies like Redian Software who also have a local office in Kenya to expand its footprint. Redian Software’s Role in Driving Customer-Centric Solutions Pavan Verma shared the inspiring journey of Redian Software, which began in 2011 and has since become a key player in implementing Zoho’s CRM and cloud-based solutions across Africa. What sets Redian apart is their ability to tailor Zoho’s powerful suite of tools to meet the unique needs of businesses in Kenya and Africa. Pavan emphasized that Redian Software is focused on helping businesses, particularly in sectors like banking, financial services, and insurance (BFSI), leverage Zoho’s platforms to create seamless, customer-centric experiences. He discussed the importance of digital transformation in the African context and how Redian Software is enabling businesses to make this shift effectively. From automating processes to integrating different systems, Redian Software ensures that companies can maximize Zoho’s potential, even building custom applications on Zoho’s Creator platform to meet specific business requirements. Challenges and Opportunities in Digital Transformation Both Mary and Pavan acknowledged that businesses in Kenya and the rest of Africa face significant challenges when adopting CRM and cloud solutions. These include concerns about data security, integration with existing systems, and the learning curve associated with new technologies. However, both Zoho and Redian Software are committed to addressing these challenges through robust support, localized pricing, and educating the market about the benefits of digital transformation. Pavan shared a compelling case study of a client in Uganda, where Redian Software successfully migrated five different systems into one centralized Zoho platform, significantly improving operational efficiency and customer satisfaction. This is just one example of how Zoho and Redian are driving impactful change in the region.