[New Video & Audio Podcast] The Future of Customer Focused Technology in Kenya & Beyond with Ranaf Makhani from RIANA Group.

In the latest episode of Pure Digital Passion, I had the pleasure of sitting down with Ranaf Makhani , the CEO and founder of Riana Group . We discussed how his company is transforming customer experience (CX) through innovative technology solutions in Kenya and across Africa. From its inception in 2014 to becoming a leader in electronic security, queue management, and visitor management, RIANA Group is revolutionizing how businesses engage with their customers across multiple industries.

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Ranaf’s Journey: From Arusha to Technology Leadership

Ranaf began by sharing his early journey, growing up in Arusha, Tanzania, in a business-focused family. His entrepreneurial roots took hold early on, and after studying economics and marketing at the University of New South Wales (UNSW) in Australia, he ventured into the world of technology. Ranaf’s first major step into business came in Juba, South Sudan, where he helped establish a digital payments system in a challenging environment. His experiences in South Sudan taught him the value of solving real-world problems, setting the foundation for RIANA Group.

The Creation and Growth of RIANA Group

In 2014, Ranaf and his brother founded RIANA Group, initially focusing on providing customized electronic security solutions. Ranaf explained that RIANA Group’s strategy has always been customer-centric, emphasizing personalized solutions over generic, off-the-shelf products. The company quickly established itself as a trusted provider in the electronic security space, working with clients across sectors such as hospitality, healthcare, real estate, and education.

The security arm of the business, known as Unified Security Systems (USS), offers a comprehensive suite of electronic security and safety solutions. This includes everything from CCTV systems and access control to advanced fire detection and suppression systems. Ranaf highlighted how the company’s expertise in understanding the specific needs of different industries has allowed USS to create highly tailored solutions that enhance safety and security for businesses across Kenya, East Africa and beyond.

Expanding into Queue and Visitor Management Solutions

As RIANA Group grew, the company diversified its offerings to include solutions that enhance customer experience. One of their key innovations is Q-SYS, a queue management system designed to streamline customer interactions in sectors like healthcare and banking. Ranaf shared success stories, including how Q-SYS reduced patient wait times in hospitals from over 100 minutes to just 70 minutes, significantly improving the customer experience.

In addition to Q-SYS, RIANA Group introduced Secuviz, a visitor management system that replaces traditional manual check-in processes with a digital solution. This system is designed to make the visitor experience more seamless, ensuring security and efficiency while maintaining data privacy. Ranaf explained that both Q-SYS and Secuviz are part of RIANA Group’s broader mission to help businesses manage, engage, and delight their customers.

Customer Experience as the Core of Business Strategy

Throughout the conversation, we focused heavily on the role of customer experience (CX) in modern business. Ranaf emphasized that in today’s market, businesses must go beyond simply offering a good product or service. It’s the overall experience a customer has that differentiates a company from its competitors. Whether it’s reducing wait times, improving visitor experiences, or enhancing security, RIANA Group’s solutions are all designed with CX in mind.

Ranaf discussed how the Unified Security Systems (USS) division, along with Q-SYS and Secuviz, plays a critical role in enhancing the customer journey. By integrating electronic security with queue management and visitor management systems, RIANA Group ensures that businesses can offer safe, efficient, and satisfying experiences for their customers. This integrated approach, according to Ranaf, is what sets RIANA Group apart in the market.

The Impact of COVID-19 on Technology Adoption

We also touched on how the COVID-19 pandemic accelerated the adoption of digital solutions across various industries. As social distancing reduced physical interactions, businesses were forced to innovate. RIANA Group responded by developing contactless solutions, such as face-recognition access control and touchless visitor management systems. These innovations not only improved safety but also enhanced customer convenience.

Ranaf shared how the pandemic led to an increased demand for automation and AI-powered technologies, particularly in customer experience. Businesses are now looking for ways to reduce operational costs while maintaining high levels of customer satisfaction, and RIANA Group’s solutions are designed to meet those needs.

Upcoming Customer Experience Executives Forum

One of the highlights of our discussion was RIANA Group’s upcoming Customer Experience Executives Forum on October 2nd, 2024, at Gem Forest Hotel in Nairobi. This forum will bring together CX leaders, industry experts, and businesses to explore how customer experience can drive business performance. Ranaf explained that the event will showcase real-world solutions and offer participants the opportunity to interact with RIANA Group’s technologies, such as Q-SYS and Secuviz.

Ranaf highlighted the importance of this event as a platform for businesses to learn how they can enhance their CX strategies using the latest innovations. Attendees will not only hear from industry leaders but will also experience live demos of RIANA Group’s solutions in action.

Unified Security Systems: Secure Solutions for a Digital World

We took a deeper dive into the Unified Security Systems (USS) division, which remains one of RIANA Group’s core business units. USS provides a full range of electronic security systems, from fire detection to boom barriers and CCTV. Ranaf noted that electronic security is often the backbone of any business’s operations, ensuring the safety of both employees and customers. He also explained how integrating security solutions with customer experience technologies creates a seamless, holistic approach that improves both safety and satisfaction.

For example, their facial recognition systems not only enhance security but also streamline access for regular visitors or employees, reducing friction points during entry. In addition, their solutions allow for data-driven insights that can help businesses optimize their security measures while improving the overall customer journey.

Customer Feedback: The Heart of Innovation

Ranaf stressed that gathering and analyzing customer feedback is essential for continuous improvement. At RIANA Group, they have integrated feedback loops into all of their solutions, ensuring that businesses can track customer satisfaction and make necessary adjustments. He shared how their queue and visitor management systems allow clients to gather real-time feedback from customers, helping them pinpoint pain points and improve service delivery.

One example Ranaf shared involved a hospital client that used RIANA Group’s technology to analyze patient feedback. By tracking how long patients waited and where delays occurred, the hospital was able to optimize staffing and service processes, resulting in faster turnaround times and higher patient satisfaction.

Advice for Aspiring Entrepreneurs

Toward the end of the podcast, Ranaf offered some insightful advice for entrepreneurs looking to break into the tech industry. He urged them to focus on solving real problems rather than chasing quick profits. According to Ranaf, passion and persistence are key to success, especially in the early stages when challenges can feel overwhelming. He also encouraged entrepreneurs to be patient, as building a successful business takes time and dedication.

The Future of RIANA Group: Expanding Across Africa

Looking ahead, RIANA Group has ambitious plans to expand its customer experience solutions across Africa. Ranaf revealed that the company aims to establish a presence in 25 African countries by 2027, focusing on sectors like healthcare, hospitality, and finance. RIANA Group is poised to become a Pan-African leader in customer experience technology, helping businesses across the continent deliver exceptional experiences for their customers.

Conclusion

As we wrapped up our conversation, it was clear that RIANA Group’s mission goes beyond just providing technology solutions. They are committed to helping businesses create meaningful, personalized experiences that not only meet but exceed customer expectations. Whether through their Unified Security Systems (USS) division, Q-SYS queue management, or Secuviz visitor management, RIANA Group is setting the standard for customer experience innovation in Africa.

For anyone interested in learning more about the future of customer experience and how technology can drive business growth, this episode of Pure Digital Passion is a must-listen. And if you’re keen to explore these innovations firsthand, don’t miss the Customer Experience Executives Forum on October 2nd, 2024.