Keep Customers Connected & Informed
Automate Customer Alerts, Billing, and Support for customers 24/7
Trusted by the best
Deliver Reliable Service with Instant Customer Updates
Automate outage alerts, billing reminders, and troubleshooting tips via Moja.
Simplify Customer Support
Reduce friction in critical moments. From activation to resolution, automate the workflows that drive customer lifetime value
Secure by Design, Compliant by Default
Built with enterprise-grade security (ISO 27001 certified), so your utility can focus on customer service instead of security audits. We're fully compliant with GDPR and data privacy laws in UAE, Kenya, and Tanzania.
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Questions? We’ve got Answers
Everything you need to know about getting started with Moja. How it works, and what it can do for your teams and customers.
How is Moja used in utility companies?
Moja helps utility companies automate customer alerts, billing reminders, and support interactions via SMS and WhatsApp. It reduces outage response times, increases on-time payments, and enables 24/7 customer service through AI-powered chatbots, all while maintaining ISO 27001 compliance and GDPR compliance.
How can utility companies in Africa reduce call centre volume?
Most utility call volume comes from three queries: outage status, billing amounts, and reconnection timelines. Automating responses to these on WhatsApp, SMS, or USSD can deflect 40–60% of inbound contacts before they reach an agent. Customers get answers faster; your team handles only the complex cases that need a human.
Does WhatsApp work for utility customer service in areas with low connectivity?
Yes. WhatsApp messages are lightweight and deliver reliably on 2G networks common in rural East Africa. For areas without data access at all, USSD works on any basic mobile phone with no internet required. A well-built utility CX setup uses both channels depending on where the customer is.
How do African utility companies send outage notifications to customers?
The most effective approach combines proactive WhatsApp or SMS broadcasts to affected areas before a planned outage, with automated status updates when power or water is restored. Customers who receive proactive updates generate significantly fewer inbound complaints than those who have to call in to find out what is happening.
Can a utility company collect customer feedback after a service issue is resolved?
Yes. A short NPS or CSAT survey sent via WhatsApp or SMS immediately after a complaint is resolved gives you real data on whether the interaction actually fixed the problem. Response rates on WhatsApp surveys are consistently higher than email for African utility customers, because the channel is already part of daily life.
What CRM features matter most for utility customer service teams in Africa?
For utilities, the most important CRM capabilities are: a unified customer record linking account number, location, complaint history, and channel preference; automated escalation when a complaint passes a set time threshold; and the ability to tag customers by prepaid or postpaid status. Without these, agents spend more time finding context than solving problems.
