Fortune Sacco's Digital Transformation
with Goexperience
See how Fortune Sacco enhanced member services, automated operations, and improved efficiency by implementing Goexperience Contact Center.
About Fortune Sacco
Licensed by SASRA and founded in 1999, Fortune Sacco operates 13 branches in Kenya and serves more than 125,000 members. As the membership base grew, the need for a centralized, digital-first member service framework became urgent.
The Challenges
- Manual processes slowed service delivery
- Lack of omnichannel communication channels
- No seamless issue tracking system
- Missed calls during peak times
- Limited member engagement campaigns
- Increasing competition from tech-driven lenders
The Solution
Goexperience implemented an omnichannel contact center that unified communication, automated call routing, introduced a ticketing system, and integrated with Fortune Sacco’s Core Banking System.
- Omnichannel Support (voice, WhatsApp, SMS, email, chat)
- Automated Call Routing
- Ticketing & Escalation Management
- Real-time Analytics Dashboard
- Core Banking System Integration
Benefits & ROI
+31%
Call Answer Rate
+86
Agent Productivity
+36%
First-Call Resolution
With Goexperience, Fortune Sacco tracked missed calls, improved staffing efficiency, ran high-engagement SMS campaigns, and built stronger member loyalty. The solution provided advanced reporting, compliance assurance, and data-driven decision making.
Download the Case Study
Get the full PDF to explore Fortune Sacco’s transformation journey and key insights.
