One Address, Four Specialisms
Credwave works alongside three other companies from a single office on Mombasa Road in Nairobi. Between us we cover customer engagement, technology, credit and insurance. Each company is separately licensed and separately accountable to its own clients and regulators.
Our alliance with Omnichannel International
Credwave and Omnichannel International work as one team on customer experience. The relationship began before Credwave was incorporated on 17 October 2024, with Credwave promoting and distributing Omnichannel’s contact centre, customer experience and outsourcing services in Kenya. As our engineering capability grew, Omnichannel delegated the delivery of its automation and workflow technology to Credwave. Today Omnichannel leads on contact centre design, customer experience consulting, training and human capital. Credwave leads on automation, workflow, data and artificial intelligence. Clients can engage either company and reach the same combined capability.
Agency partnership
Credwave promoted and distributed Omnichannel’s contact centre, customer experience and outsourcing services in Kenya. The relationship predates Credwave’s incorporation on 17 October 2024.
Automation delegation
Omnichannel delegated the delivery of its automation and workflow technology requirements to Credwave, which took over that work for Omnichannel and for clients introduced by Omnichannel.
Combined delivery today
Shared premises, joint scoping and a single team spanning strategy, people and technology.
Who does what
| Omnichannel International leads on | Credwave leads on |
|---|---|
| Contact centre design and set up | Automation and workflow on the Microsoft Power Platform, built inside the client tenant |
| Contact centre outsourcing, inbound, outbound and telesales | CRM and leads management, service desk and net promoter score |
| Customer experience strategy and journey mapping | Communication suite covering bulk SMS, two way SMS, bulk email, USSD and WhatsApp |
| Customer surveys and insights | Dashboards and Power BI reporting |
| Training and development | Document management, contract management, HR management and balanced scorecard |
| Human resource outsourcing and payroll administration | Audit, governance, risk and compliance, and automation bots |
What this means for you
One conversation, not two
Scope the people side and the technology side in a single session, with both teams in the room.
Design becomes system faster
The team that maps your customer journey sits next to the team that builds the workflow behind it.
One accountable team
From journey map to deployed automation, you deal with people who work in the same building.