In a rapidly evolving digital and mobility landscape, Watu Credit is redefining customer engagement by blending empathy, innovation, and strategic partnerships.
At Watu, customer engagement isn’t just a department. It is a philosophy. And if you ask Godlisten Shayo, Head of Customer Engagement at Watu Kenya (or simply “G” as most call him), it’s the heartbeat of everything they do.
Shayo leads a team of over 350 professionals dedicated to building trust, empathy, and impact at every touchpoint.
“We are only successful when the customer says they are satisfied,” Shayo says. “No matter how good our repayment rates are, if the customer isn’t happy, we are not doing a good job.”
That mindset is driving Watu’s transformation; a reactive service provider to a proactive enabler of financial inclusion, digital access, and clean mobility across Kenya.
Seamless Support, Built for Scale
When Shayo joined Watu two and a half years ago, customer engagement was split between the credit and customer success teams.
“Customer success and credit management were two separate departments,” he explains. “Credit was doing outbound calls to support customers through their repayment journey, while customer success was mainly inbound to resolve all the inquiries or issues raised by our customers.”
In 2024, these functions were merged to form the Customer Engagement department, enabling a more seamless and holistic support system.
“Merging them gave us the power to enhance customer satisfaction and strengthen relationships,” Shayo notes. “Now, whether it’s a repayment issue or a service query, our team can handle it end-to-end.”
This structural shift also marked a strategic pivot from reactive service to proactive empowerment.
Digital Access, Local Relevance
With over 90% of Watu’s customers interacting digitally, the company has scaled its Smartphone Financing (Simu) program, targeting over 2.9 million phone disbursements in 2025.
“We built the Watu App to empower customers to self-serve,” Shayo shares. “They can view loan details, access contracts, track payments, and even chat with support without needing to call or visit a branch.”
To ensure accessibility, the app supports Swahili, English, French, and local languages. “We want every customer, no matter where they are, to feel seen and supported,” he adds.
In Uganda, for example, Watu plans to finance over 397,000 smartphones in 2025, while in Tanzania, the target is 600,000. These devices are more than tools.
“It’s about democratising access to the digital economy. With 1.4 million smartphones financed in 2024, we’re not just connecting people to devices; we’re connecting them to opportunities, education, healthcare, and financial services that can transform their lives,” reads part of Watu’s 2024 Sustainability Report.
Looking ahead, Watu is exploring loyalty programs to reward responsible repayment and encourage retention.
“We are working on an upgrade program where customers can move to a newer device at a discounted price after completing their loan,” says Shayo. “We are also considering incentives like data bundles or loan credits for consistent payers.
Listening, Learning, Improving
“Feedback is our fuel engine for improvement,” Shayo says. “We ask every customer: Was your issue resolved? How would you rate us?”
These responses feed into Watu’s operational and strategic metrics. On the tactical side, satisfaction scores and resolution rates guide weekly and quarterly priorities. Strategically, the annual Net Promoter Score (NPS), which stood at 33 for Mobility and 39 for Connectivity in 2024, helps shape long-term goals.
“We are targeting an 85% complaints resolution rate in 2025,” Shayo reveals. “It’s our biggest pledge to customers this year.”
Empowering First-Time Entrepreneurs
In 2024 alone, the company financed over 80,000 income-generating assets. Many of these went to first-time entrepreneurs, including boda boda riders, tuk-tuk operators, and small business owners.
One story stands out. A single father in Kisumu was struggling with repayments due to his child’s illness.
“Our officer advised him to get medical insurance and train a trusted relative to operate his motorbike,” Shayo recalls. “He later called us to say he was planning to take a second loan and build a business.”
In Uganda, Watu’s grassroots engagement includes boda clinics and road safety campaigns. Over 20,500 riders and 258 staff received defensive riding training in 2024, with outreach extending to 1,600 school children and 10 workplaces.
Women at the Wheel
Watu’s gender-inclusive strategy is driving real change. “We have grown from 30% to 38% female customers,” Shayo shares. “We are collecting gender-disaggregated data, tailoring outreach, and promoting women in leadership.”
In Tanzania and Uganda, targeted inclusion efforts have increased women’s participation in sales and marketing roles, while overall female employment across Watu markets surpassed 43% in 2024.
Accelerating Clean Mobility
Electric mobility is another frontier where Watu is making waves. “About 10% of our motorbike loans this year are for EVs,” Shayo says. “We partner with manufacturers like Spiro and Ringo, test assets with real customers, and build infrastructure for charging and swapping.”
In 2024, Watu financed 2,193 electric vehicles, a 108% increase from 2023 and avoided over 5,483 tonnes of CO₂ emissions. In Rwanda, clean mobility sales drove a major portion of this impact.
Watu also supports maintenance through a cost-sharing model. “If repairs are expensive, we cover 70% and tie it into the loan,” Shayo explains. “It’s about keeping customers on the road and in business.”
And yes, asset upgrade conversations are happening. “We are exploring how to help customers transition from internal combustion engine to EV, whether through trade-ins or conversion,” Shayo hints.
“It’s not formalised yet, but it’s definitely on our radar.”
Empowering Underserved Communities
Watu’s impact extends beyond financing; it’s about transformation. “Financial inclusion goes hand in hand with customer empowerment,” says Shayo. “We equip our customers with the right knowledge, tools, and support to become successful entrepreneurs.”
This begins at onboarding, where customers are guided through product options, repayment expectations, and after-sales support. Watu also invests in its staff, offering training in financial literacy and customer engagement to better serve clients.
Final Word
From digital inclusion to clean mobility, Watu is proving that customer engagement isn’t just about answering calls; it’s about building trust, driving impact, and enabling dreams.
“In every conversation, no matter how difficult, we remain empathetic, professional, and transparent,” Shayo reflects. “That’s how we build lasting relationships.”
