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BUSINESS MODEL
AND STRATEGIC
OBJECTIVES
LEADERSHIP
GOVERNANCE
SHAREHOLDERS’
INFORMATION AND
ADMINISTRATION
OPERATING
PERFORMANCE
FINANCIAL
PERFORMANCE
BLUE LABEL INTEGRATED ANNUAL REPORT 2014
59
Method of engagement
Dialogue process and outcomes
A dedicated, national helpdesk operating daily from
07:00 to 21:00, with a team of customer relationship
and technical support consultants.
Face-to-face formal and informal meetings, as well as
formal consultation.
The Company has a CRM system, self-help facilities
and dedicated CRCs to enhance its customer
engagement service.
Price and value for money drive the relationship with
this stakeholder group. FAQs by customers usually
involve technical matters or account queries, so it is
essential that these are expeditiously resolved to
impart a greater sense of value to the customer.
A call-out is logged for technical matters and a
technician will visit the site within 24 to 48 hours.
Account queries needing escalation are dealt with
by a CRC who will visit the merchant. The contact
centre sends regular updates to the merchant base
through SMS and e-mail communication.
CRCs and Regional Managers maintain good
relationships through a set call cycle to ensure open
communication and updates on new product
offerings. Support is also provided for point-of-sale
material, branding, minor repairs and maintenance.
Emphasis is given to up-selling and cross-selling
opportunities within the Group’s products and
services lists.
Distributor and/or dealer agreements.
Face-to-face formal and informal meetings.
Site visits are held on request.
We recognise the need to work co-operatively with
this stakeholder group to ensure quality and
value-for-money in products and services. Matters
raised pertain mostly to technical and operational
issues, which are resolved timeously to ensure smooth
service delivery.
STAKEHOLDER
RELATIONS
CONTINUED