The KEMSA new business model is necessitated by the fact that the county has now embraced devolved system of government and the health function devolved to the Counties. In order to align to the devolved system of government and to ensure public health facilities access medical commodities, KEMSA has re-configured its business model. In the new business model, KEMSA has put systems and structures in place to ensure that supply of medical commodities to public health facilities continues uninterrupted.
By making timely deliveries against hospital orders with regular deliveries to rural health facilities based on a mutually agreed schedule, KEMSA Logistics will remain versatile and responsive to public customer requirements
Part of the structures put in place by KEMSA is a fully functional Sales and Marketing Department comprised of a sales and marketing manager supervising the sales and marketing function, regional sales and marketing executives and county sales and marketing officers located in all the counties for effective coordination. We have clustered all the 47 Counties for effective customer engagement with customer service officers centrally placed for optimal service.
Additionally there is a fully functional Customer Relationship Management module for effective customer management and order processing. The sales and marketing department mandate is to identity the needs of our customers, provide products and services that satisfy customer needs, efficiently manage order processing, credit management and continuously monitor customer satisfaction.
The Sales and Marketing department in liaison with other departments such as customer service, planning and procurement continuously endeavor to:
- Engage with stakeholders to help identify their expectations and measures for addressing them through forums and effective communication systems.
- Engage with customers to identify their specific needs and process for addressing them such as improved complaint handling, customer care services and two way communication process.
- Enhance order fill rates and variety of medical commodities stocked based on client needs.
- Train and scale up use of electronic systems to support customer focused service delivery.
Supplementary Services Division
Within the Sales and marketing division, there is the Supplementary Services Division (SSD) whose key mandate is to offer specialized products and services such as Oncology, Renal Services and Orphan Diseases e.g. Kala azar-Sodium Stibogluconate. SSD target customers are public health facilities, FBO health facilities, NGO health facilities and other government institutions.