The Diesel-Electric Group is a network of independently owned Bosch contract partners and franchise holders that services more than 8000 customers in the Southern African automotive market, distributing components, parts, equipment and information technologies.
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When a national lockdown was declared during the COVID-19 pandemic, Servest was forced to shut down its offices in mere days. With 10 divisions spread across 35 000 sites, this leading integrated facilities management company is hugely dependent on phone services – for interbranch calls to 50+ branches, as well as to run various call centres. Almost 700 extensions run off Telviva’s cloud-based phone system, handling over 14 000 customer and internal calls per day.
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Pink Elephant is a global leader in IT service management with a track record that spans 40 years. It offers managed services, service automation, consulting and education across multiple international best practice frameworks. Its managed IT support is delivered by the Pink Elephant Service Centre: a tailored off-site service desk solution that can also be deployed inside an organisation.
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Edcon, a major clothing and footwear retailer in Southern Africa, faced a two-fold challenge: The company’s legacy technology infrastructure was no longer able to meet the requirements of the modern, connected retail environment, resulting in a degraded experience for staff and customers, as well as high data and call costs for the company.
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While a growing number of organisations have been forced to enable remote working in light of various levels of global restrictions, the focus has often been on digitisation in terms of moving applications to the cloud. But, a greater emphasis needs to be placed on nurturing cloud communities to ensure that secure access to apps and data is provided to the right people.
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DPO South Africa is the local entity of the DPO Group, and is the preferred choice for businesses in SA to accept payments online. Through payment solutions such as PayGate, the company enables merchants of all sizes to accept credit card, mobile payments, and all major payment methods, making it easier for them to get paid online.
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With remote working steadily becoming entrenched in several sectors, companies are looking for ways in which to provide their employees with access to tools that help them do their jobs more easily and efficiently, and give them the information they need to meet and exceed customer expectations.
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In a country where mobile devices are abundant, and often the only way to get connected, WhatsApp Business offers local companies the use of an existing app on people’s phones to communicate at scale and provide improved customer service through quick replies, automated messages and compelling status updates.
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Our customers have been steadily moving away from communication methods such as traditional circuit switched calls or even emails in favour of voice over IP (VoIP) calls, instant messaging and even social media to connect with family and friends, and are increasingly preferring to do the same for their interactions with brands. Even more so, they want to be able to communicate across multiple channels, and still receive quick and seamless service.
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Snap question for CEOs and decision-makers: What is the lifetime value of your average customer? Do you have this figure at your fingertips, in Rands and cents? If you don’t, you’re probably not able to grasp the real cost of a lost opportunity if a customer’s call or request does not get the attention and service it requires.
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