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M kilimo event presentation e-dairy

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M kilimo event presentation e-dairy

  1. 1. 12/9/10<br />Slide 1<br />IntroductiontoKenCall<br />December 2010<br />
  2. 2. The Management Team<br />Eric Nesbitt, COO, Kenya<br /><ul><li>Bachelor in Technology and Management from Cranfield University (UK)
  3. 3. Former Managing Director of Consolidated Warehouses Ltd., Foursquare Logistics Ltd.
  4. 4. 12 years extensive leadership and diverse entrepreneurial experience</li></ul>Nicolas Nesbitt, CEO, Kenya<br /><ul><li>MBA from Stanford (US), Masters and Bachelor from Dartmouth (US)
  5. 5. Former Consultant of The Boston Consulting Group
  6. 6. Former Vice President Qwest Communications - $1bn responsibility
  7. 7. Former Sales Executive at different US companies
  8. 8. Co-founder of Market Race LLC</li></ul>Steve Liggins, CFO, USA<br /><ul><li>MBA from London Business School (UK), Bachelor from University of New York (US)
  9. 9. Retired Head of Bank One New York Office
  10. 10. 25 years banking industry experience
  11. 11. 4 years experience in Kenya at First Chicago (later First American) Bank </li></ul>Roger Hunwicks, CIO, Kenya<br /><ul><li>Bachelor in Mathematics from Oxford University
  12. 12. 16 Years of experience in the field of Software Development, System Adminstration and Network Management
  13. 13. Former Group Software Development Manager at Software Technologies Ltd</li></ul>Slide 2<br />
  14. 14. KenCall Delivers a Comprehensive Set of Services<br />Slide 3<br />Call Center Services<br />BPO<br /><ul><li>Inbound Sales
  15. 15. Outbound Sales
  16. 16. Customer service
  17. 17. Tech support
  18. 18. Help Desk support
  19. 19. Lead generation
  20. 20. Market surveys
  21. 21. Incident Reporting
  22. 22. Voice Transcription
  23. 23. Data entry
  24. 24. Database clean up
  25. 25. Word processing
  26. 26. Email management</li></ul>Relationship Management<br /><ul><li>Customer Care
  27. 27. Customer Activation
  28. 28. Customer Retention
  29. 29. Customer Acquisition
  30. 30. Cross-selling/ Up selling</li></li></ul><li>Key To Success Is Our Intense Focus On Managing The Basics...<br />Slide 4<br />People Management<br /><ul><li>Recruiting
  31. 31. Training and incubation
  32. 32. Production management
  33. 33. Quality monitoring
  34. 34. Quality
  35. 35. Reliability
  36. 36. Focus
  37. 37. Effectiveness
  38. 38. Speed</li></ul>Infrastructure Management<br />Client Management<br /><ul><li>Business analysis
  39. 39. Reporting and escalation
  40. 40. On site client hosting
  41. 41. Constant reviews
  42. 42. Redundancy
  43. 43. IT support
  44. 44. Network monitoring
  45. 45. Physical and logical security</li></li></ul><li>KenCall Staffs for Success<br /><ul><li>Anglicized accents
  46. 46. High service oriented </li></ul> culture<br /><ul><li>All staff have university degrees or diploma level.
  47. 47. Multi cultural and multi lingual.
  48. 48. Technically capabilities.
  49. 49. Broad knowledge of international geography, history and culture</li></ul>Highly Educated Staff.<br />Pleasant PhoneEtiquette <br /><ul><li>Motivated employees, eager to learn
  50. 50. All employees expect to work hard.
  51. 51. Embedded in culture</li></ul>. <br /><ul><li>Positions are challenging
  52. 52. Large labor pool and jobs are scarce
  53. 53. Extensive investment in education and training</li></ul>High Retention Rates<br />Strong work Ethic<br />Slide 5<br />
  54. 54. Some of KenCall‘sPast and Present Clients <br />Confidential <br />Slide 6<br />
  55. 55. ...Strong Believers...<br />Slide 7<br />Has received an<br />Equity investment from<br />April 2007, Nairobi<br />
  56. 56. ...Received Powerful Endorsements...<br />Slide 8<br />“KenCall is one of the reasons the Kenyan economy grew over 6% last year.” <br />Thomas Friedman (Author of “The World is Flat”) in the New York Times<br />
  57. 57. …Internationally Renowned Awards…<br />Slide 9<br />
  58. 58. ...And Attention From Leading Institutions Around The World<br />Slide 10<br /><ul><li>Harvard Business School Professor Dan Isenberg spent extensive time in Nairobi to study the company.
  59. 59. The caseis now taught to second year students of the Harvard Business School MBA program in its International Entrepreneurship Class.
  60. 60. MIT MBA School has also written a casestudyon KenCallforitsFinancestudents</li></li></ul><li>
  61. 61. Problem statement and opportunity areas<br />Problem<br />Opportunity<br /><ul><li>The typical rural family is solely dependent on its farm’s yield
  62. 62. Farms are inefficient
  63. 63. Limited access to essential information
  64. 64. High reliance on traditional practices
  65. 65. Huge gap between cutting-edge and traditional agricultural practices
  66. 66. Rapid increase in mobile phone penetration in sub-Saharan Africa
  67. 67. The majority of rural households have access to mobile phones
  68. 68. Air time prices are decreasing
  69. 69. Call centers now allow two-way information flow
  70. 70. Enormous potential to grow the BPO sector in Kenya</li></ul>Farms are traditional and inefficient<br />Advanced advice is now only a phone call away<br />
  71. 71. Solution<br /><ul><li>Leverage BPO infrastructure and IT systems to provide real-time access to expert advice and multiple line support.
  72. 72. Deliver service more efficiently than traditional face-to-face methods: anytime availability, quality assurance of content and delivery systems.
  73. 73. Complement and enhance “extension services”</li></ul>CRM – customer <br />management system<br />CMS – content <br />management system<br />Content <br />assessment<br />Farmer<br />Expert<br />Content<br />Partners<br /><ul><li>Agricultural know-how
  74. 74. Efficient agricultural practices
  75. 75. Value chain information
  76. 76. KARI
  77. 77. Infonet Biovision
  78. 78. aWHERE
  79. 79. ACDI Voca</li></ul>Access expert advice via mobile phone<br />MA in agriculture, 2-3 years of field experience<br />
  80. 80. Progress overview<br />Objective:Design and establish a mobile phone, voice-based farmer Helpline to deliver agriculture and climate information to Kenyan smallholder farmers, enabling them to make more informed decisions through the farming lifecycle<br />Sept 09<br />Dec 09<br />Apr 10<br />Aug10<br />Mar11<br />Nov 25<br />Phase 1: <br />Setup and Go-live<br />Phase 2: <br />Testing<br />Phase 3: <br />Pilot<br />Phase 4: <br />Launch<br />Phase 5: <br />Sustainability<br />Milestones: <br /><ul><li>10,000 farmers have used the service (Actual: 7,857 registrations, 7,028 questions)
  81. 81. Gain a better understanding of the questions/ products demanded from farmers
  82. 82. 20,000 farmers registered, 25,000 questions raised (Actual: 20,184 subscribers, 27,783 questions)
  83. 83. Gain a better understanding of in-demand questions/ products for launch stage
  84. 84. Set-up operations for launch stage
  85. 85. 25,000 farmers registered.
  86. 86. 37,000 questions raised
  87. 87. Test of commercialisation concept
  88. 88. Long-term sustainable business model
  89. 89. Business plan for the next year of operations (proposed)
  90. 90. Set-up the project and operations successfully
  91. 91. Launch the service
  92. 92. Collect feedback from user groups</li></ul>12/9/10<br />Slide 14<br />
  93. 93. Almost 25,000 Farmers Registered<br />12/9/10<br />Slide 15<br />Phase 3: Pilot <br />Phase 1 & 2: Set up and Test <br />Phase 4: Launch<br />
  94. 94. Almost 37,000 Questions captured<br />12/9/10<br />Slide 16<br />Phase 3: Pilot <br />Phase 1 & 2: Set up and Test <br />Phase 4: Launch<br />
  95. 95. Our Farmer’s Profile<br />Achievements: Identified profile of the customer : <br />A male farmer with a household size of less than 5 people. <br />His farm is small – no more than 2 acres. <br />He grows cereals and has livestock on his farm.<br />55% of farmers with a total cultivated land size of 2ac or less<br />69% of registered farmers are male<br />Slide 17<br />12/9/10<br />
  96. 96. Distribution location of our farmers<br />12/9/10<br />Slide 18<br />36%<br />12%<br />7%<br />0%<br />8%<br />35%<br />1%<br />1%<br />
  97. 97. What our farmers are asking?<br />12/9/10<br />Slide 19<br />Animals<br />Crops<br />
  98. 98. What else are the farmers asking about?<br />12/9/10<br />Crops as primary farming activity generate most questions on marketing<br />Three main areas of questions<br />Credit<br />(18% of total)<br /><ul><li>Where to access credit options
  99. 99. Credit options</li></ul>Strategic Marketing<br />(19% of total)<br /><ul><li>General more strategic advice on how to do marketing
  100. 100. Where to sell/where to buy</li></ul>Inputs and Prices<br />(63%)<br /><ul><li>Whatpricesand where
  101. 101. Where and how to get the Inputs</li></ul>Slide 20<br />
  102. 102. Quality KPIs. <br />Repeat usage. Percentage of regular users increased from 5,5% to 12,5%.<br />Turn-around time. Percentage of questions answered real-time increased from 53% to 87%.<br />Inbound/outbound calls ration increased from 0,45 to 0,79. <br />Subscribers who asked<br /> n number of questions:<br />Slide 21<br />12/9/10<br />
  103. 103. The Value Chain: “How Does The Money Flow?”<br />Farmers nationwide<br />CRM<br />Experts<br />Marketing Agents<br />“mKilimo”<br />CMS<br />$<br />$<br />Free Advice<br /><ul><li>Crops
  104. 104. Animals
  105. 105. Weather
  106. 106. Market Price</li></ul>Research<br /><ul><li>Surveys
  107. 107. Research
  108. 108. Database cleanup</li></ul>Promotion<br /><ul><li>Referrals
  109. 109. Appointments
  110. 110. Sales</li></ul>$<br />$<br />$<br />$<br />$<br />$<br />Government/ Donors<br />Commercial Input &Service providers<br /><ul><li>KARI
  111. 111. Min. of Ag
  112. 112. Donors
  113. 113. Cross Subsidy from M-Kilimo
  114. 114. Fertilizers
  115. 115. Pumps
  116. 116. Seeds
  117. 117. Banks
  118. 118. Insurance
  119. 119. MFI’s
  120. 120. Marketing
  121. 121. Media
  122. 122. NGO’s
  123. 123. Donors
  124. 124. Government
  125. 125. Research Companies</li></li></ul><li>Potential of Sustainability through Government Support<br />12/9/10<br />Slide 23<br />Rockefeller has “patient capital” and will continue to support this project, but needs help in ensuring economic sustainability (with government and private sector)<br />How this service can benefit the government:<br />Stabilize and ensure food security (“public good” component)<br />Facilitate development of local skills and organizations and links with other programs and institutions <br />Transfer new technologies to farmers and rural people<br />Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations<br />Address public interest issues in rural areas: <br />resource conservation<br />health and food security monitoring<br />disease and pest monitoring and control<br />agricultural production monitoring <br />food safety, nutrition and family education<br />Youth development<br />
  126. 126. Areas of improvement<br />Focus on increasing size of database <br />to make it more attractive to the “Big Wigs” of agriculture<br />Product Development <br />Introduce a “training” arm to M-Kilimo. Utilize experts to create “training” sessions for farmers on entrepreneurship, farm management, loan management and increasing farm productivity. <br />Test other forms of marketing<br />Television Advertising<br />Banner Advertising<br />Push further on Word of Mouth advertising. <br />12/9/10<br />Slide 24<br />
  127. 127. Vision: Future Growth Areas<br />Facilitate development of local skills and organizations and links with other programs and institutions <br />2. Transfer new technologies to farmers and rural people<br />3. Address problems of diverse groups of rural people, including commercial farmers, women, resource poor farmers, youth, and non-farm populations<br />4. Address public interest issues in rural areas: <br />resource conservation<br />health and food security monitoring<br />agricultural production monitoring <br />food safety, nutrition and family education<br />Youth development<br />12/9/10<br />Slide 25<br />
  128. 128. Vision: Other countries have expressed a huge interest<br />12/9/10<br />Slide 26<br />Rwanda<br />Uganda<br />Ghana<br />
  129. 129. Vision: Revolutionize the agriculture sector in Africa through technology<br />12/9/10<br />Slide 27<br /><ul><li>Input companies
  130. 130. Banks & MFI’s
  131. 131. Agri- Partners
  132. 132. Research Institutions
  133. 133. Governments
  134. 134. Insurance
  135. 135. Supermarkets
  136. 136. Hotels
  137. 137. Pharmaceuticals
  138. 138. Transport</li></ul>ETC<br />

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