Ouru Superstores a Leading Wholesale distributor of the First-Moving Consumer Goods and General Hardware Materials in South Nyanza,Western,South-Rift Not only is the company doing business but also it is participating in the community through Many initiatives to make a difference in our communities worth to be emulated.

 

Ouru Superstores is the leading wholesale distributor of the fast-moving consumer goods and general hardware materials covering, but not limited to South Nyanza, Western and South Rift territories including Transmara and Narok. This business has been in operation for more than thirty years which makes it one of the oldest existing stores in the area. Over the years it has grown to serve many around the region. They take pride in the uniqueness of their store in a number of ways.

                               

some of the hardware materials

SERVICES

Ouru superstores offer the best personalized services,these include;

·         Door to door deliveries

They have a fleet of light and heavy commercial vehicles whose sole purpose is to deliver to customers. This is cost effective as it is a free service and delivery is guaranteed at the customers doorstep.

·         After Sale Service

They make sure they always fuilfil the customers expectations. The Company welcomes wholeheartedly customer feedback, concerns and suggestions with the aim of giving solutions.

·         Telemarketing Service

The company makes effort to reach out to their customers and give the information with regards to;

·         Affordability of the product.

·         Availability of a wide range of products of existing and new products in the market.

·         Company strategic location.

·         Delivery Services. The company offers free delivery service for goods purchased from their stores.

·         They have a fleet of vehicles to make this possible. They cover a wide range area around South Nyanza.

Sugar product

In addition to the above the company has made innovations around their service delivery. They have a modern office with a great system put in place to enhance an efficient smooth and faster process.

CUSTOMER CARE BLUEPRINT

The company takes pride in having an elaborate customer care blueprint  which enables them to consolidate all efforts towards customer care.

When the customer first comes to the premises, they seek to establish which products they need from their wide range.

The customer is given an indication of the items available and possible quantity discount available on various lines of products at the same time the company seeks to know if the customer would like to carry the merchandise by using their own means or would prefer the company to deliver.

Upon acceptance by the customer, they proceed  to process the customer order and the customer is prompted  to pay for the items ordered.

The company proceeds to dispatch the merchandise across the counter in case of customer pick up. If company delivery was preferred, the company shall leave for their localities to await delivery of the merchandise.

delivery lorry

delivery van

For company delivery customers, they are kept informed as to the progress and date of merchandise delivery. That aspect is very crucial to customers for purposes of preparedness in terms of storage space and requisite laboring offloading.

Customers   are encouraged to call their established customer care desk at any stage; before, during or even after delivery of the merchandise. This avenue enables their customers to raise any issue  regarding the first order they placed and if the merchandise was actually delivered .

Whilst the store is open from Monday to Friday from 7;30 am to 5pm and 7;30amto 2pm on Saturdays, the merchandise  delivery team does  often work outside  the marked working hours this shows the commitment they go beyond to serve their customers.

Ouru Superstores operates an open door  policy which enables them to interact with their customers and are open to suggestions which may lead to improved customer service.

On pre-approved cases,the company is cutting down on the risky and time consuming cash handling transactions by allowing customers to pay for their merchandise via cheques or direct banking into the companies bank accounts.

In addition, Ouru Superstores have established a dedicated call centre where one can directly contact them and be attended by a call agent. The company makes a deliberate effort to reach to their diverse  clients in a number of ways;

·         They air their products in all local radio, tv and various online channels around the region.This way they interact with their customers and use the feedback  they  get to improve  their services. The company carries out an annual black friday event,occasioned as an open day for them,it offers an opportunity for them to interact with their customers. On this day they exhibit different  types of products they stock. They invite the public to participate and sample discounted  goods.  On this day they collaborate with local musicians as a way to promote talent. They are also at the forefront of supporting sports talent. They have previously supported shabbana FC football team.

A past black friday event

·         This company participates in aiding many students who are disadvantaged by paying school fees for them. They hope they can do more in the future through their foundation.

Key Success Factors

The success of their business is largely a result of superior  products and high standards of customer service ,extra attention  to details throughout their operation,appropriate pricing,heavy investment in qualified personnel and their  vast experience in the industry.

Ouru Superstores has experienced tremendous growth in the past several years. The company  turnover in 2004 was Ksh.1.1 billion. By 2021 turnover  had reached Ksh.6.3 billion, the growth seen  over the years has not come easy but through the hardwork and dedication of all the staff members and by the support  of their business  partners, commercial banks among others.

This company has a great team. It has offered opportunities to many and have a diverse workforce. It has offered opportunities to women to work in management roles this has helped reduce the gender gap in the labour force promoting  women at work which has been a low take  off in our societies.

The company is appealing to their existing clients to continue trusting them as they put effort to meet their expectations. They also urge those who had not visited  them to do so and they will never be disappointed .You can visit them in Kisii town Ouru complex building 2^nd floor you can also cantact them on their hotline number 0111  161  500 and an email address info@ourusuperstores.com/cc@ourusuperstores .com

some of the products