Nairobi: KPLC has launched a revamped digital app aimed at improving convenience and boosting customer engagement while reducing reliance on physical service centres. This initiative was announced at the beginning of this year’s Customer Service Week and is part of KPLC’s broader digital transformation agenda. The new app will enable customers to navigate services more easily, verify KPLC staff, track usage, obtain receipts, and receive online support, ultimately reducing the number of walk-ins at service centres.
According to Kenya News Agency, Ruth Muiruri, KPLC’s Independent Non-Executive Director, emphasized at the launch event, named ‘Mission Possible’, that these digital tools are designed not to replace human interaction but to manage routine and repetitive transactions. She stated, “This is a strategic investment in our future, ensuring we remain relevant, efficient, and competitive.” Muiruri also highlighted the focus on making customers’ lives easier through this digital shift.
Waceke Mbugua, KPLC’s Customer Experience Manager, pointed out that the upgrade is a strategic effort to cater to younger, more digitally savvy customers. “Where are our customers? They are on their phones, they are in digital spaces, seeking convenience, speed, and control. They want to interact. They are service providers on their own terms and in their own time,” she noted.
The event was attended by KPLC’s partner, Safaricom Ltd, and five of the company’s top customers, including Blue Nile Rolling Mills, Golden Africa, Bussem Ltd, Five Star Manufacturers, and Shrink Park Ltd. KPLC’s customer base currently exceeds 10 million, having grown significantly over the past year, while the workforce stands at around 10,000.
