- Automatic reversal of transactions done to the wrong person.
- Customers can be able to reset the PIN
- Automatic reversal of ZESA tokens when a transaction fails.
Cassava Smartech Zimbabwe keeps moving on with digital innovations to provide self-service to their customers, they launched the Ecocash Web Portal and USSD for the convenience of customers to their services and products. This production is so amazing for the customers during and after this Covid-19 era where people are fighting to curb the spread of this deadly virus buy minimizing their movements to physical buildings for assistance.
Mr Eddie Chibi the Chief Executive Officer of the holding company, Cassava Smartech Zimbabwe, said that the group was mainly focusing on the enhancement of customer’s experience by leveraging digital innovations to deliver convenient, automated customer solutions, believing that the success of their products and services is determined by the experience of their customers, which allows repeat usage and ultimately customer’s fidelity.
Auspiciously the Cassava Smartech teams have been working hard to roll out various digital innovations to ensure their customers have a hassle-free journey when they use their products and when they interact with their services, the upgrade of the EcoCash platform has helped add more modules to the platform that offer customers extra convenience in a safe and secure environment, especially at this time when the world is struggling to cope with the effects of COVID-19.
Mr Givemore Jojo, Cassava Smartech’s Chief Commercial Officer, who is in charge of the overall customer experience at Cassava Smartech’s business units, said that EcoCash was taking advantage of its feature-rich platform to improve the experience of its customers and channel partners by deploying end-to-end automation processes, leading to the innovation of Ecocash Web Portal, which brought relief to customers as failed transactions are automatically reversed back to the customer’s wallet within a short time.
Mr Jojo said that by upgrading EcoCash platform, they are now able to activate several sections that offer real convenience to their customers, such as the auto-reversal capabilities for failed transactions when their customers are purchasing ZESA tokens. Mr Jojo noted that over 70% of traffic to all EcoCash customer touch-points (shops) was attributed to two human self-induced errors – PIN resets and peer-to-peer transaction reversals, owing to customers mistakenly sending money to the wrong person. So Ecocash customers will be able to reverse their money at the comfort of their homes through these digital innovations.
As a solution to the customers who will be lost their money by sending to the wrong person, Cassava Smartech launched the EcoCash Web Portal, as well as a USSD solution, which empowers customers to reset their PINs and to similarly initiate funds reversals. The Web and USSD initiatives are very safe and easy to use. Mr Jojo added that their team is excited about these self-care initiatives as they have already witnessed the convenience of their products and services, they have begun to offer their customers, in a secure environment.
EcoCash was working closely with its partners, Powertel and Zimbabwe Electricity Transmission and Distribution Company (ZETDC), to educate customers on the purchase of the ZESA tokens, in particular, to dispel the misconception that electricity tokens are only cheaper at the beginning of a calendar month. The lifeline tariff is the price of the first 50 units of power that is charged at a base tariff of ZW$1.67 per unit, compared to ZW$3.65 for the next 51-200 units, ZW$9.92 for the next 201-300 units, and ZW$15.57 for over 301 units in a particular month.
Cassava Smartech Zimbabwe is moving forward with technology to offer the best services and products to their customers, providing them with digital platforms, through end-to-end automated services like Ecocash Web Portal and USSD initiatives which are easy and safe to use during this period of Covid-19 where customers are encouraged to maintain social distances and minimizing their movements to avoid the spread of the virus