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BLUE LABEL INTEGRATED ANNUAL REPORT 2015
STAKEHOLDER RELATIONS
CONTINUED
Stakeholder
group
Nature of engagement
Method of
engagement
Dialogue process and
outcomes
Customers
– we are at their
service in
enhancing
innovation
The Group’s customer base
comprises corporate clients, chain
stores, large independent retail
clients, wholesale/cash-and-carry
stores, Mom & Pop stores and
petroleum forecourts.
Engagement involves servicing
customers, POS device
installations, marketing, Blu
Approved branding,
maintenance, support and
sharing information on new
products, market trends, business
queries and other growth
opportunities. Low-cost devices
receive a more limited range
of servicing.
Senior Management liaises
regularly with its customers and
supplier counterparts and, in so
doing, continue building and
strengthening long-term
relationships, which in turn,
furthers growth opportunities.
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 Group 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. It is essential that
queries 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 that require
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 communications.
CRCs and regional managers
maintain good relationships
through a scheduled call cycle
to ensure open
communication and updates
on new product offerings.
Support is also provided for
POS material, branding,
minor repairs and
maintenance. Emphasis is
given to upselling and
cross-selling opportunities
within the Group’s products
and services lists.