Nairobi, July 22 -- How long do customer insights gather dust in the systems of your organisation before anyone acts on them? Consider a typical Sacco environment where a member's loan application stalls for weeks.

The proof of their frustration exists across three corporate systems: a timestamp in the core banking database, an angry call log in the customer relationship management software, and a ticket in the complaints registry.

The data is all there, but because the departments don't communicate with each other, a decision that should take less than five days ends up taking more than three weeks.

Ultimately, the disgruntled member shares the experience with their chama, and the Sacco ends up losing 10 members whom it never thought ...