Client results
Case studies
Fifteen engagements across financial services, humanitarian, agriculture, telecoms and more. Real metrics, real impact.
All engagements
From the field
Showing 15 engagements
CS-UG-01
Financial ServicesLuganda Contact Centre, Uganda Commercial Bank
A mid-tier bank deployed 36 bilingual Luganda-English agents with Corpshore. CSAT rose from 59% to 90% and queue times fell from 9.2 to 1.7 minutes, saving UGX 480 million annually.
The bank's 890,000 account holders, predominantly from Buganda region, were being served by an English-only contact centre. A BoU supervisory review had flagged service quality. Queue times had reached 9.2 minutes.
Key results
- CSAT: 59% to 90% in five months (+31 points)
- Voice queue time: 9.2 minutes to 1.7 minutes
- Luganda contacts handled natively: 100% (previously zero)
- Annual cost saving: UGX 480 million versus equivalent internal expansion
- BoU supervisory follow-up: satisfactory assessment
CS-UG-02
HumanitarianMultilingual Refugee Helpline, UNHCR Uganda
UNHCR Uganda needed a cash-assistance helpline serving communities whose existing channels reached fewer than 40% of refugees. Corpshore delivered 180,000 contacts across six languages in three months.
Uganda's 13 refugee settlements host 1.5 million refugees from DRC, South Sudan, Somalia, Burundi, Rwanda and Eritrea. The existing helpline operated in English and Swahili only. 28 Corpshore agents with mother-tongue fluency in French, Lingala, Nuer, Dinka, Somali, Kinyarwanda, Swahili and English were deployed with full PSEA training.
Key results
- 180,000 beneficiary contacts in three months, 120% of UNHCR target
- Six languages delivered simultaneously
- Beneficiary satisfaction: 91% in post-contact assessment
- PSEA incident reporting rate: increased by 34%
- Programme extended to four further settlement districts
CS-UG-03
TechnologyMobile Money KYC Onboarding, Ugandan Fintech
A Kampala fintech growing at 50% per quarter deployed 14 Corpshore KYC specialists trained on BoU and FIA Uganda requirements. Median onboarding time fell from four business days to eight hours.
The fintech's internal team of six could not keep pace with BoU KYC and AML requirements. Competitors were processing in hours. Corpshore deployed 14 specialists using Inkscribe AI for National ID OCR and WhatsApp Business as the primary applicant channel.
Key results
- Onboarding: four days to eight hours (median)
- 91% of applications processed within the business day
- FIA Uganda compliance inspection: zero KYC findings
- False positive AML alerts reduced by 24%
- Fintech attracted Series A investment, citing operational scalability
CS-UG-04
AgricultureAgricultural Data Collection in 4 Languages, GIZ Uganda
A GIZ-funded programme across 12 Uganda districts required farmer surveys in Runyankole, Ateso, Luganda and English. Ateso enumerators were scarce. Corpshore delivered 38,400 surveys four days ahead of schedule.
The programme covered smallholder farmers in the Ankole and Teso sub-regions. Standard research firms could not provide Ateso-speaking enumerators at the required volume. Corpshore recruited 32 field enumerators with SurveyCTO, offline capability and GPS validation on all survey points.
Key results
- 38,400 household surveys completed, 101% of target
- Four languages delivered including rare Ateso enumerators
- Data quality score: 97.1% (GIZ standard: at least 95%)
- Completed in 61 days, four days ahead of schedule
- Dataset used in a peer-reviewed journal article on smallholder productivity
CS-UG-05
TelecomsAgent Network Support Centre, MTN Uganda Business
MTN Uganda's 200,000-plus MoMo agents were waiting up to 72 hours for query resolution. Corpshore cut wait times by 58%, lifted agent satisfaction from 71% to 89% and reduced office visits from 60% to 16% of contacts.
Agents were bypassing the support line and travelling to MTN's Kampala offices. Float management, PIN resets and transaction reversals were the primary pain points. Corpshore deployed 22 agents in English, Luganda, Runyankole and Acholi, covering 7am to 9pm EAT Monday to Saturday.
Key results
- Agent query resolution: 68 hours to 28 hours (-58%)
- Agent satisfaction: 71% to 89%
- Queries resolved without office visit: 84% (previously around 40%)
- Proactive float management calls: 2,400 per month
- Contract extended for two years, Airtel Uganda crossover support added
CS-UG-06
NGOChild Protection Information Line, Northern Uganda NGO
An international NGO's Acholi-Luganda helpline lifted callback rates from Northern Uganda from 30% to 88% and raised safeguarding report completion from 61% to 96%, with zero data incidents in 18 months.
The NGO's existing hotline received calls only in English. Fewer than 30% of callers from Gulu, Lira and Pader completed a safeguarding report. Corpshore recruited eight agents with Acholi and Luganda mother-tongue fluency, all trained to CHS Alliance Core Humanitarian Standard.
Key results
- Callback rate from Northern Uganda: 30% to 88%
- Safeguarding report completion: 61% to 96%
- Acholi-language callers served in mother tongue for the first time
- Zero data security incidents in 18 months
- Helpline cited in the NGO's FCDO annual compliance report
CS-UG-07
TechnologyEast African Market Entry, Australian E-commerce Brand
Corpshore launched customer service in Luganda, Swahili and Kinyarwanda across Uganda, Kenya and Tanzania in 12 weeks, achieving 92% CSAT across all three markets in the first 60 days.
An Australian wellness e-commerce brand needed customer service, order management, returns processing and MTN MoMo payment support across three new markets simultaneously. Corpshore Uganda served as the East Africa hub with 15 agents and Shopify-Zendesk integration.
Key results
- Simultaneous launch in Uganda, Kenya and Tanzania in 12 weeks
- CSAT across all three markets: 92% in first 60 days
- MTN MoMo payment query resolution: same-day for 96% of contacts
- Returns processing: 2.8-day average across three markets
- Brand cited EAC coordination as the primary enabler of the launch timeline
CS-UG-08
Financial ServicesUganda SME Loan Helpline, Canadian Development Finance Institution
A Canadian DFI with a UGX 180 billion Uganda lending portfolio deployed 12 Corpshore agents for proactive borrower outreach. Satisfaction rose 27 points and repayment improved by 6.4 percentage points in 12 months.
The DFI's 2,400-borrower portfolio in manufacturing, agribusiness and services was receiving no proactive outreach. Repayment rates were declining. Corpshore agents handled payment reminders, restructuring eligibility, document collection and impact data for DFI reporting.
Key results
- SME borrower satisfaction: +27 points in six months
- Proactive outbound contacts: 800 per week (from zero previously)
- Repayment rate: improved by 6.4 percentage points over 12 months
- Annual review document collection cycle: nine weeks to three weeks
- DFI reported improved repayment data to their development impact investors
CS-UG-09
AgricultureFarmer Advisory Platform in Luganda and Runyankole, Ugandan Agritech
Corpshore AI built annotated Luganda and Runyankole training datasets for a coffee and banana advisory platform. The Luganda chatbot drove 85,000 automated farmer interactions in its first two months.
The agritech platform was English-only despite 73% of users being Luganda speakers and 19% Runyankole speakers. Corpshore built 28,000 annotated Luganda interactions covering planting calendars, pest identification, fertiliser application and coffee cherry pricing, plus a 12,000-utterance Runyankole dataset.
Key results
- Luganda chatbot launched six weeks after dataset delivery
- Farmer engagement in Luganda areas: +410% in two months
- 85,000 automated Luganda farmer interactions in first two months
- Runyankole chatbot: 22,000 interactions in first month
- Human escalation rate: 16% (below 25% target)
- Platform cited Luganda AI in a USD 3 million climate adaptation grant application
CS-UG-10
GovernmentNational Household Survey, World Bank Uganda
Corpshore assembled 72 enumerators to cover all 135 Uganda districts in eight languages, achieving a 98.2% data quality score. No single research firm in Uganda could supply all eight language teams.
The World Bank-funded Uganda National Household Survey covered poverty indicators, mobile money adoption and agricultural productivity. Eight language versions were required: English, Luganda, Runyankole, Acholi, Ateso, Lugbara, Lusoga and Langi. Corpshore used KoBoToolbox with offline sync for Karamoja and West Nile regions.
Key results
- National coverage: all 135 districts represented in final dataset
- Eight languages fully delivered, including rare Langi and Lugbara
- Data quality score: 98.2% (World Bank threshold: at least 95%)
- Survey completed in 75 days, five days ahead of schedule
- Dataset used in Uganda's National Planning Authority Vision 2040 mid-term review
CS-UG-11
NGORefugee Education Data Processing, UK Charity
A UK charity's eight years of student records across six Uganda settlements were digitised: 120,000 records processed in six weeks, with data completeness rising from 62% to 94% of required fields.
An FCDO digitisation grant required migration of three incompatible record formats to a unified EMIS aligned with Uganda Ministry of Education standards. Corpshore deployed 18 data processing specialists with English, French and Arabic-script capability, using Inkscribe AI for form digitisation.
Key results
- 120,000 student records processed in six weeks
- Duplicate records identified and removed: 18.4%
- Data completeness: 62% to 94% of required fields
- Arabic-script transcription accuracy: 97.8%
- FCDO final evaluation: data quality commended as exceeding EMIS standards
CS-UG-12
TechnologyPayGo Customer Service in Rural Uganda, Solar Energy Company
Acholi, Lugbara and Runyankole proactive outbound calls lifted payment compliance from 52% to 74% for a solar company with 45,000 customers in Northern and Western Uganda.
The company's English-only telephone support was failing to reach 60% of customers in Gulu, Lira and Arua. Payment compliance had fallen to 52%. Corpshore deployed 16 agents in Acholi, Lugbara, Runyankole and English or Luganda, with SMS follow-up in local languages post-call.
Key results
- Payment compliance: 52% to 74% (+22 percentage points)
- Customer satisfaction: 89% in first quarterly survey
- Language barrier complaints: reduced by 89%
- Technical support call resolution: 81% without engineer dispatch
- Cited in the company's Year 3 impact investor report as a key collections metric
CS-UG-13
NGOSouth Sudan Refugee Community Support, Bidi Bidi Settlement
Corpshore deployed 20 Nuer and Dinka-speaking refugee agents to deliver 62,000 beneficiary contacts for a cash transfer programme, achieving 94% satisfaction and setting a model reported to the IASC.
Bidi Bidi in West Nile district is one of the world's largest refugee settlements, hosting primarily South Sudanese Nuer and Dinka communities. These languages are among the most rarely staffed in humanitarian BPO globally. Corpshore recruited agents from within the refugee community, all with valid UNHCR documentation and work authorisation.
Key results
- 62,000 contacts in Nuer and Dinka in four months
- Payment complaint resolution: 93% within 48 hours
- Beneficiary satisfaction: 94% rated communication as helpful or very helpful
- NGO reported the model to the IASC as a best practice
- Eight agents gained formal professional references and employment skills
CS-UG-14
Financial ServicesClaims and Policy Services Back Office, Ugandan Insurance Company
An IRA-regulated insurer cut claims resolution from 42 days to 23 days and raised IRA 30-day compliance from 54% to 94%, resolving a formal regulatory notice and reducing cost per claim by 36%.
The insurer's manual claims team was overwhelmed during peak periods: rainy-season flooding and year-end. Resolution times had reached 42 days against the IRA's 30-day standard. The IRA had issued a formal non-compliance notice. Corpshore deployed 18 specialists using Inkscribe AI for form digitisation and integrated with the insurer's iLife management system.
Key results
- Claims resolution: 42 days to 23 days (-44%)
- IRA 30-day compliance: 54% to 94%
- Policyholder satisfaction: 68% to 85%
- IRA formal notice rescinded after first compliant quarter
- Cost per processed claim: -36% versus internal equivalent
CS-UG-15
GovernmentEmployer of Record Uganda, Danish Development Organisation
A Danish organisation with a DANIDA-funded livelihoods programme needed 28 Ugandan national staff employed before its URSB subsidiary registration completed. Corpshore's EOR service delivered in six weeks, saving an estimated USD 28,000.
The organisation needed field officers, M&E specialists and community mobilisers in Northern Uganda before their URSB registration was complete. Corpshore acted as Employer of Record: employment contracts per the Employment Act 2006, NSSF registration, URA PAYE and hardship allowances for Gulu-based staff. Transition to the client entity completed in month four.
Key results
- 28 Ugandan national staff legally employed in six weeks
- Zero Employment Act or URA compliance issues during EOR period
- DANIDA audit: employment practices fully compliant with OECD DAC guidelines
- Estimated saving: USD 28,000 in legal fees versus premature URSB registration
- Programme commenced on schedule with zero recruitment delay
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