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Dialogue process and outcomes
To address this stakeholder group’s
request to increase its understanding
of the business model, the
geographies and markets in which we
operate, as well as the five categories
of products and services distributed,
management is available to take
meetings and conference calls
throughout the year, subject to close
period dates. Presentations and
webcasts are posted on the website.
A warehouse, situated at
No 75 Grayston Drive, can be visited
by prior arrangement.
Visits are arranged to local markets,
petroleum forecourts, retail outlets,
Mom & Pop stores and malls, where
our merchants’ activities can be
witnessed. By prior arrangement the
truck and footsoldier model can be
seen in action in nearby local
communities. Visits of this nature were
held in and around Johannesburg
during the year.
Stakeholders showed significant
interest in the Group’s acquisition
strategy this year, resulting in
management hosting a number of
individual and group progress
meetings and conference calls with
investors and analysts.
Stakeholder group
Customers
f
enhancing innovation.
Nature of engagement
The Group’s customer base comprises
corporate clients, chain stores,
petroleum forecourts, large
independent retail clients, wholesale/
cash-and-carry stores, and Mom &
Pop stores.
Engagement involves servicing
customers, through a dedicated call
cycle where face-to-face meetings
take place at which sharing of
information on new products, market
research and trends, business queries
and other growth opportunities are
discussed. Field technicians are
deployed to assist customers with
technical support and installation
of terminals. Outbound calls to
merchants measure customer
satisfaction scores regarding touch
points, trade marketing and Blu
Approved branding.
Senior Management liaises regularly
with its customers and supplier
counterparts and, in so doing,
continues building and strengthening
long-term relationships, which in turn,
enhances growth opportunities.
Method of engagement
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 sales
and technical consultants to enhance
its customer engagement service.
Customer satisfaction surveys are
carried out across all customer
segments on a regular basis.
Future focus areas will be driven by
the newly strengthened management
team heading up Blue Label
Distribution and will include
reinforcing a customer-centric
approach to the main market.
Dialogue process and outcomes
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 in order 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 reports regular updates
to the merchant base through SMS
and e-mail communications.
CRCs and regional managers maintain
good relationships through a
scheduled call cycle that ensures open
communication and updates on new
product offerings. Support is also
provided for POS material, branding,
minor repairs and maintenance.
Emphasis is placed on upselling and
cross-selling opportunities within the
Group’s products and services.
Differentiating service levels incentivise
merchants to upgrade to a higher
level, enhancing their value
proposition in selling more of our
products and services.
Stakeholder group
Business partners and suppliers
f
we collaborate to enhance the end
customer’s experience.
Nature of engagement
The relationships with business
partners such as Vodacom, MTN,
Cell C, Telkom, Eskom, municipalities,
utilities, parastatals, event, concert and
sport organisers, transport providers,
entertainment and gaming suppliers,
commercial banks and merchant
acquirers, as well as service providers
are managed in terms of written
distributor and/or dealer agreements.
The nature of agreements are
generally long term.
Relationship managers are appointed
to each partner to provide a single and
dedicated point of contact.
Suppliers are managed in a formal
procurement process, during which
issues such as quality of product,
creditworthiness and B-BBEE status are
confirmed, prior to their appointment.
Suppliers of services are, if
appropriate, initially engaged through
a tender process and, where
successful, agreements are concluded.
The majority of the Group’s goods and
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