Posts Tagged ‘WaterHealth International’

Keep the Customer Satisfied

Tuesday, January 17th, 2012

Yousef (right) with a WHI customer

WaterHealth International grew in size over the past few years, and in spite of moving to a bigger office building, finding a quiet meeting area is still a challenge. As a result, many meetings end up taking place in the company’s guesthouse, where I’m staying. Outside my room there’s a dinner table that is often used for meetings, and one morning as I walked out of my room on my way to the bathroom, I passed by my boss with a group of executives discussing sales forecasts. It gives the term “bringing work home” a whole new meaning.

Out of all of our teams, CART is the most frequent visitor to the guesthouse. CART stands for Customer Acquisition & Retention Team, the team responsible for understanding customers and catering to their needs. They spend hours reviewing performance, planning and debating action. CART meets at 7:00 in the morning just minutes after sunrise. They meet midday. After work hours, staying until 9:00 pm. They meet on weekends too. CART actually had a meeting on Saturday, December 24th – Christmas Eve.

WaterHealth is a social enterprise, which means that even though it works to provide access to clean water in rural India, it has to work day and night to “acquire” and “retain” “customers.” As a social enterprise, our survival depends on customer satisfaction. And therefore, we have to listen to the customers and improve the product to suit their needs. The way the company has evolved over a relatively short period of time proves that we listen. NGOs and other aid organizations also try to design interventions in a participatory way, but the conversation is different when the community is a “beneficiary” instead of a “customer.” Even if the feedback is clear, the sense of urgency to act on it is not the same.

In the past few weeks, I saw first hand the power of markets. People were comfortable coming to us with feedback, speaking their mind and sharing their needs. We follow people in the villages, going door to door, hoping they will buy our product. A beautiful shift in power happens when the poor are no longer a beneficiary, but instead a customer that we strive to satisfy.

Yousef is an Acumen Fund Global Fellow, Class of 2012. He works in Hyderabad, India with WaterHealth International, which incorporates technology and social marketing to increase access to safe, affordable water. Yousef is from Saudi Arabia, and worked as a Program Officer at the King Khalid Foundation. He received a B.S. degree in Accounting from King Fahd University of Petroleum & Minerals and an MBA from Clark University in Massachusetts. Follow him on Twitter @yoosiph

Early Entrepreneurs of Acumen Fund: 2011 Investor Gathering

Thursday, January 5th, 2012

The stories of Acumen Fund’s earliest entrepreneurs and how they’ve shaped who we are and what we do. Featuring Roshaneh Zafar of Kashf Foundation, Tasneem Siddiqui of Saiban, and Tralance Addy of Waterhealth International.

Tim Brown Responds to Acumen Fund’s Lesson #6 – Great technology alone is not the answer

Thursday, October 20th, 2011

Acumen Fund is committed to sharing the learnings we have collected over our past 10 years. In this spirit, we have published  a document called “10 Things We’ve Learned About Tackling Global Poverty.” Each week on the Acumen Fund Blog, we will be posting the next lesson in this series of “10 Things,” along with a guest response from a valued member of our community.

6. Great technology alone is not the answer

Think of a product. The iPhone, the syringe, the water filter, the cookstove…

Surrounding any product are multiple layers of experience.  The product itself is just the first layer.  But there are dozens more layers that impact the usefulness and desirability of a product that go beyond its basic technology.

Often times, services surround a product.  It might be the experience of how you got that product in the first place – perhaps it is going to a retailer or undergoing a medical procedure.  There is also the experience of storytelling – understanding brand or the story of the product that enhances its value.

IDEO focuses on all of these layers of experience, and we rely on human-centered design to do this.  In order to put human experience at the center of design requires the designer to think not just about what that product is, but the entire chain of how that product reaches and impacts people.  No matter whether you are serving high-end markets or the BoP, it has become immensely clear that if you focus on enhancing only one layer of experience of a product and let the rest fall by the wayside, users won’t be able to access the solution or the solution won’t sustain itself.

We have seen over and over that the poor have a desire to buy products that entice them and inspire them, just like everybody else. We have also seen the power that effective marketing and storytelling can have on driving uptake and fueling social impact.

In 2008, IDEO partnered with Acumen Fund on Ripple Effect, a project in which we sought to seed innovation in clean drinking water delivery in India and Kenya.  We focused on innovating not only at the level of technology and storage products, but we helped develop prototypes for in companies’ marketing and storytelling, so that users understood the value of safe drinking water and safe ways of accessing it.  During the Ripple Effect pilot projects,  Water Health International (WHI), set up microscopes connected to projectors so that people could bring in their water and actually see the contaminants.  Subsequently, the company saw this strategy drive uptake significantly.

Technological innovation is undoubtedly changing our world; but the institutions that have the most impact will reach people through investing not in technology alone – but investing in all layers of customer experience.

The Ripple Effect in India, by IDEO and Acumen Fund from IDEO on Vimeo.

Tim Brown is CEO of IDEO, an international design and innovation consultancy. He sits on the Acumen Fund Board of Advisors.

Acumen Fund India featured on ET Now

Wednesday, August 31st, 2011

The Economic Times Now (ET Now) show, “Starting Up”, showcases the spirit of the Indian start-up community. For Indian Independence day on the 15th of August, the program showcased a wider media focus on the growing field of social enterprise. In this clip, they profile the diverse space exhibiting Acumen Fund as one of the key organizations that has shaped the sector here in India. The clip highlights two of Acumen Fund’s earliest investments in India; Ziqitza Healthcare (Dial 1298 for Ambulance) and WaterHealth International. Enjoy!

Keya Madhvani is a Business Development Associate in Acumen Fund’s India office.

Letter From Jacqueline Novogratz – Spring 2011

Friday, May 20th, 2011

Dear Friend of Acumen,

Rebirth. Returning home after 22 years, Basil starts life anew. Click the photo to read more in Jacqueline's Journal.

Spring, the season of change and of rebirth, is the right backdrop for my letter on all that is happening at Acumen. Let me start with the theme of rebirth and the role that patient capital can play. I’ll then touch on the three areas that comprise our mission: investing in companies, leaders and the spread of ideas.

Rebirth: the theme resonates at all levels. I am writing on a flight back to New York from Nairobi, Kenya. While in East Africa, my colleague Amon Anderson and I spent time in Gulu district in northern Uganda, a place ravaged by civil war between the Lord’s Resistance Army (LRA) and the Ugandan government since the 1980s. The LRA would raid villages in the nights, capturing children to be used as soldiers and sex slaves, and at times killing other members of their families. The war decimated trust, destroyed the economy and left more than 1.7 million people in camps for Internally Displaced Persons (IDPs).

During this period, the black soil of Uganda lay fallow for 20 years, enriching itself to deep fertility. Gulu was a place famous not only for cotton production but cotton ginning, the processing of raw cotton into lint that is then turned into thread. The story of cotton in Uganda is another tragedy altogether: in the 1960s, more than 500,000 bales of cotton were produced, but Idi Amin’s reign of terror reduced national production to nearly zero. Cotton production and cotton ginning across the nation has only begun to be revived in the past 15-20 years.

GADC, our first investment in Uganda, is improving livelihoods in a region recovering from decades of strife.

In 2009, the Ugandan government invited Bruce Robertson, a South African entrepreneur (and an Aspen Leadership Initiative Fellow) with 15 years of cotton ginning experience in Uganda, to lease a factory in Gulu that had been idle for decades. His mission was to work with farmers who were coming back from the camps and bring back agriculture as a viable industry while making the Gulu Agricultural Development Company (GADC) a profitable business. Acumen Fund partnered with our peer organization Root Capital for the first time last year to provide working capital loans to GADC, and this year, the company is buying raw cotton from more than 32,000 farmers, providing them with more than $400 per harvest on average.

On my recent visit I spoke to a number of the farmers, including Basil, a tall, thin 59-year old man who fled his home 22 years ago and returned only a year ago. His four brothers who stayed in the village were all killed. When Basil left, he’d been working as a nurse’s aid, was in his mid-thirties and had a wife and young child. During those decades in the camps, he felt “less of a man” for there was little he could do and most of his skills had atrophied. He returned with the same wife, eight additional children, and a new grandchild, but only basic farming skills to provide for them.

By selling cotton to GADC, he feels he has a chance to start life anew, send his children to school and dream of better lives for them. What thrilled me is that this is not the story of one man, but of 32,000 farmers and their 150,000 or so family members. GADC is already running at a profit; Root Capital and Acumen Fund expect to be fully repaid at the end of May and lend anew.

Rebirth. The factory, too, is metaphor. You can still see bullet holes riddled in the backside of the factory walls, near the railway line that hasn’t run for decades. Inside are 14 machines made by Platt Brothers of England in 1963. They stand next to the newer gins, these made by Bajaj in India: they are faster but not necessarily more cost-effective, as the fifty-year old machines were depreciated a long time ago.

I stood looking at the old machines from England and newer ones from India in this revived factory in Uganda and realized the factory was built in the same year that Martin Luther King, Jr. wrote in his “Letter from a Birmingham Jail” that “We are caught in an inescapable network of mutuality, tied in a single garment of destiny. Whatever affects one directly, affects all indirectly.” We stand on the shoulders of so many, past and present. How we invest not only our financial capital but our talent, our time, and our willingness to take risk must all be part of the larger way we integrate patient capital into a philosophy of interconnectedness.

In Acumen’s 10th year, we have renewed our own commitment to recognizing it takes more than capital to effect real change, which is why our mission now clearly states our focus on investing in companies, leaders and the spread of ideas as well.

WHI, one of our earliest investments, has taught us many lessons and is poised to expand outside of South Asia.

We invest in Companies. In 2004, Acumen invested in WaterHealth International (WHI), a private company selling affordable, safe drinking water to rural villages in India. Just two weeks ago, we were honored to moderate a panel launching WHI’s new $6 million “Safe Water for Africa” partnership with the IFC, Coca-Cola Foundation and Diageo Foundation at the World Economic Forum regional summit in Cape Town, South Africa.

Three points bear mentioning. First, WHI now sells water to more than a half-million customers in South Asia and is poised for take-off in new geographies.

Second, patient capital has allowed us to experiment and learn where markets work and where they fail. With WHI, we’ve learned that it is possible to establish operationally-profitable, community-based water purification systems. And while these systems can reach thousands of poor communities, we have found the limits of how far “down” these systems can go, particularly with smaller and ultra low-income villages. Today WHI and its partners are experimenting with a model for West Africa to reach these tougher communities in partnership with philanthropy. In this new approach, capital costs are covered through philanthropy and villages only need to cover ongoing operating costs through water sales, thus reducing the cost burden on communities. If this proves viable, we hope to see a private-public model with a much clearer articulation of the “smart subsidy” needed to deliver safe drinking water to millions across the West African region.

Finally, this is a different model for Corporate Social Responsibility: a case of two corporate foundations partnering with a for-profit company and the IFC to experiment with making affordable water available to low-income populations. If it works — and I believe it will — their corporate philanthropy will create a business model for government and the private sector. This is the right role for corporate philanthropy and underscores the critical importance of private innovation and resources in solving major public problems.

Investing in Leaders. We are thrilled to be in the midst of selecting our first class of up to twenty East Africa Fellows in Nairobi this month through a program supported by the Kenya Commercial Bank Foundation and the Edmond de Rothschild Foundations. Altogether, individuals from Kenya, Uganda, Tanzania, Rwanda and South Sudan submitted 538 applications. We plan to launch the program in Nairobi in late July, so stay tuned!

Investing in the Spread of Ideas. There are many ways we think about this. One way to disseminate and gain insights and knowledge is through our eleven chapters. In the past quarter, our team provided leadership training to chapter leaders in Vancouver and New York. We are also looking at building an online learning center to share our Fellows curriculum more broadly. Lastly, this fall the University of Michigan will pilot the first-ever accredited course on Acumen Fund.

None of this would be possible without the real and deep support of our Board, Advisors, Partners and friends around the world and we thank each of you. I could not feel more excited for the future. Every time I visit with the customers of our investee companies, whether in rural villages or urban slums, I feel a sense of profound renewal to our core mission of helping to build a world in which every human being has access to the basic services they need to make their own decisions. The world around us is changing; and while we too often hear only the bad news, there are important buds of hope pushing through if only we would look and listen closely enough.

In peace,

Jacqueline Novogratz