[Interview] Elizabeth Akinyi, Customer Success Manager, Incentro Africa
Elizabeth Akinyi is the Customer Success Manager at Incentro Africa, an IT service provider delivering custom build cloud-based software solutions for the European and African market.
Kindly introduce yourself and your role at Incentro Africa
My name is Elizabeth Akinyi, I joined Incentro Africa in 2018. I am Google Workspace certified deployment specialist and Professional collaboration Engineer. At Incentro, I lead our Enterprise Collaboration services across 26 countries in Africa including French-speaking nations. At the core of this proposition is Google Workspace, Extending on that, we support our customers with Google Hardware for Meeting rooms, Chromebooks and custom-built solutions like MailDoodler and Vogsy. As the only Google Premier Partner in East Africa, We focus on offering a solution, not a product.
Your work revolves around working closely with customers especially with Google Workspace usage. How is this like?
A greater part of my role is customer success management. For this, I aim to deliver premium support to our customers. I am backed by a team of experienced and certified personnel who will map the account needs and together with the customer account reps, develop a strategic plan to deliver work transformation initiatives with the use of Google Workspace and other Google cloud services. Our services are customised to the customers business needs and range from onboarding, migration, change management, custom training and SLA Support.
Our support team is available during extended business hours (8 am-8 pm) to support you with all your needs.
Who are some of your partners and which customers you work with?
Our Key proposition partner is Google. We deliver the proposition in collaboration with the Google Africa Distributor - Digicloud. We focus on Enterprise and Corporate customer base due to our specialization in supporting large organizations migration and change management. Incentro is the most knowledgeable and awarded partner in Africa to support enterprises transforming their organisation with Workspace.
Still on customers, which Google products are they always looking for/products on high demand?
Google Workspace would take the lead. It is now more obvious than before that businesses need native cloud productivity and collaboration solution for the modern-day cloud workforce.
Google Workspace is a fully integrated cloud-based workspace, that lets you spend less time managing your work and more time actually doing it. Have a quick overview of how this looks like in this exciting video. You get access to your email, documents, chat conversions, video conferencing and calendar application accessible from anywhere on any device.
What are some of your customer success stories as Customer Success Manager at Incentro Africa?
We have some of the biggest customers using Google Cloud Services in Africa. Find some of our recent success stories like Britam, Central Bank of West African States, Kilifi County and SBM Bank online.
What makes your services stand out as Incentro, especially when it comes to customer engagement and satisfaction
Incentro is not just a license reseller. We are made of product experts. It starts with a dedicated helpdesk team to pick your phone call and sort your issue right away. We offer Best practices, training programs and insights collected by working with our large customer base that are implemented into our support offering to give you premium support.
Did you know that many of our customers moved to Incentro from another partner due to the lack of proper support? We are proud to be THE Workspace experts of Africa and give premium support to our customers.
What are some of the existing opportunities for Incentro Africa when it comes to your product offerings?
We offer our customers solutions to transform their way of working. For this, we go beyond just Google Workspace, we are the sole distributor of Acer chrome-based hardware which makes sure organizations can fully transition to the cloud and save costs. The devices run fully on chrome OS, are simple, secure to use and very cost-effective. We provide Google Meet solutions to ensure Video conferencing is a click away for the end-user at a third the price of other popular market solutions. Through our Partnership with Vogsy, our customers can plan, track and optimize clients, deals, projects, resources and revenue all within the comforts of the Google Interface you know and trust.
Any latest news from your company?
Incentro achieved an Enterprise Partner Specialization accreditation for Work Transformation. Through this specialization, Incentro Africa has demonstrated significant success in deploying Google Workspace to enterprise organizations, including providing services across all project workstreams – such as Governance, Technical, People, Process, and Support. Achieving this specialisation for a Google Cloud partner is the ultimate proof of commitment, knowledge and affirmation of the partners' capabilities to demonstrate expertise on the given topic. The Enterprise Collaboration Specialization demonstrates large customer engagements with a work transformation implementation. Partners with this Specialization are the best go-to partners for large scale deployments such as these because they leverage their knowledge on past similar cases.
For the customers, it's the peace of mind in the knowledge that when choosing Incentro as their implementation partner, they can rely on our experts to make sure their digital workplace transformation journey is optimised for their use cases and executed to the highest possible standard.
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