1. Scorecard Management:

We conduct a thorough risk management analysis using customer data from various sources, including credit histories and payment behaviours. Our goal is to align credit assessment outcomes with the long-term interests of the business and its customers, fostering responsible lending while safeguarding financial health.  

2. Scorecard Framework Perspectives:

We ensure alignment by assessing financial metrics to evaluate credit decisions. We promote continuous skill enhancement to improve risk assessments and streamline business processes for more efficient credit evaluations. From the customer's perspective, we understand and address their needs throughout the application process.

3. Referrals Desk:

We provide post-approval support, including forensic analyses of credit transactions to identify fraud. We maintain accurate bureau credit profiles and prioritize data security, helping clients make informed decisions.  

4. Vintage Reporting:

We analyse historical payment performance to identify trends and risk segments. This helps tailor credit strategies, mitigating risks while promoting responsible borrowing.  

5. Contractual Flexibility:

We adapt contractual terms based on current economic conditions and events that may impact customers' financial capabilities.  

6. Comprehensive Monitoring:

We evaluate risk levels in our customer portfolio, closely monitoring payment histories and market conditions to manage credit limits effectively.  

7. Regular Evaluations:

We continuously assess risks and implement management strategies to mitigate potential challenges, ensuring long-term organisational stability and success.

1. Consumer & Enterprise Support:

Specialised services for postpaid, trade partners, high-value, and business customers, offering 24/7/365 flexible and scalable operations.

2. Retention & Escalation Management:

Focused teams handle retentions, upgrades, cancellations, CEO/executive escalations, and social media complaints professionally and empathetically.

3. World-Class Agents:

Skilled, motivated teams with continuous upskilling, strong retention strategies, and a commitment to delivering exceptional customer experiences.

4. Workforce Optimisation:

Advanced forecasting, scheduling, real-time monitoring, and process adjustments to maximise efficiency and service delivery.

5. Digital Transformation:

Automation and AI-driven insights improve customer engagement, anticipate needs, and create proactive strategies.

6. Sales & Repairs:

Dedicated teams streamline sales fulfilment and coordinate with repair agents for fast, efficient service.

7. Back-Office Support:

Comprehensive agent support ensures complex issues are resolved on the first attempt.

8. Customer Experience Enhancement:

Data-driven initiatives improve satisfaction and loyalty, aligning with industry best practices.

1. Rating and Billing for All Services and Products:

We offer effective tariff configuration, processing of Call Detail Records (CDRs), and integration of Customer Relationship Management (CRM) systems for accurate billing and an enhanced customer experience. Our services include sponsored billing options that allow third-party billing, providing increased flexibility for our customers. We implement multiple billing methods, including pro-rata and non-pro-rata options, line-level billing, and consolidated invoicing for multiple lines, accommodating diverse customer preferences. 

2. Integration with Accounts Receivable:

We streamline financial tracking and revenue collection through effective interfacing.  

3. Bill Suppression Features:

We have implemented features that allow for the pausing of bill issuance during disputes or adjustments, which improves customer satisfaction.  

4. Automated Invoice and Statement Generation:

We provide customised invoice and statement layouts that align with our clients' branding.  

5. Multi-Channel Distribution of Invoices and Statements:

We offer comprehensive delivery options, including email, printed copies, and an online dedicated portal for customers to review their invoices and statements any time.  

6. Billing Queries, Investigation, and Reporting:

Our dispute management process is organised for the efficient handling and resolution of billing disputes and customer inquiries.  

7. Insights and Reporting:

We provide in-depth analysis of billing patterns and customer behavior, enabling data-driven decisions that foster improved financial strategies and revenue growth.

1. Strategy Creation and Implementation:

We design and implement tailored strategies to enhance collection processes, focusing on efficiency and effectiveness. Our goal is to optimise methods, increase revenue recovery, and drive sustainable growth.

2. Consumer and Enterprise Collections:

We manage collections through targeted campaigns, from pre-delinquency to post-write-off stages. Our advanced call centre uses cutting-edge technology to improve interactions and recovery rates.

3. Credit Control for Corporate Clients:

We implement customised credit control measures, monitor accounts proactively, and maintain communication to address potential issues. Our strategies aim to foster relationships and ensure timely payments.

4. Pre-Legal and Post Write-Off Collections:

We focus on resolving debts amicably before legal action is necessary, and if needed, engage legal services for recovery. We also develop strategies for recovering previously written-off accounts.

5. Specialised Collections:

Our team handles complex situations like debt reviews, deceased estates, and liquidations. We offer tailored solutions while ensuring clear communication with all involved parties.

6. Query Management and Resolution:

We prioritise efficient query management to address customer concerns swiftly. Our dedicated team aims to enhance customer satisfaction and build trust in our processes.

7. Dialler Management:

We use advanced dialler technology to improve outgoing call efficiency and customer contact rates while minimizing operational costs for better service delivery.

8. Omni-Channel Collections:

We employ a comprehensive omnichannel approach to collections, enabling customers to interact through their preferred channels, such as phone calls, email communications, SMS messaging, or various online platforms.

1. Support and Maintenance:

We ensure all applications' smooth operation and availability by proactively addressing issues and performing regular updates. Your peace of mind is our priority.

2. Monitoring:

We use advanced tools to track the performance and availability of our applications and infrastructure, allowing us to identify and resolve potential issues quickly.

3. Incident Management:

We have established procedures to effectively manage incidents and their root causes, ensuring timely resolutions that minimise disruptions to our operations.

4. User Access Management:

We implement a robust system for managing access rights to ensure that only authorised users can access sensitive information, adhering to best practices for security and compliance.

5. Vulnerability Management:

We assess our applications and infrastructure for vulnerabilities and promptly apply security patches to protect your valuable assets.

6. Service Review:

We regularly evaluate service performance and user satisfaction to identify areas for improvement and enhance your experience.

7. Vendor Partnerships:

We manage partnerships with third-party vendors to ensure they meet service agreements and deliver exceptional support.

1. Customer Experience Improvement :

We created a comprehensive framework designed to systematically identify, analyse, and implement a wide array of initiatives to enhance the customer experience (CX) by understanding customer needs and preferences at every journey stage. This is achieved by conducting comprehensive analyses to thoroughly understand customer trends, preferences, and behaviours.

2. Enablement Expertise:

We provide specialised workforce management services that ensure we effectively meet our customers' evolving needs. This involves analysing historical data, market trends, and customer feedback to predict future demand pattern for efficient staff scheduling to ensure that we always have the right number of staff in place. We continuously evaluate our resource allocation and utilisation to minimise waste and ensure our operations are as efficient as possible.

3. Management information reporting:

We deliver powerful insights and metrics that empower teams to make informed decisions and seamlessly monitor their performance.

4. Quality management services:

We can significantly elevate our service delivery standards through regular assessments and constructive feedback to drive continuous improvement, ensuring we consistently meet and exceed our clients' expectations.

5. Culture of growth:

We provide comprehensive training and development services to enhance our employees' skills and competencies to ensure that our workforce is equipped to adapt to evolving business demands and empowered to excel in their roles.

1. Upgrades Contact Centre:

Our specialised team is dedicated to enhancing the renewal experience for customers, crucial for satisfaction and loyalty. We focus on timely communication through various channels phone, email, and chat to provide personalised assistance. We actively seek client feedback on their satisfaction and expectations, using it to tailor our services and create positive experiences that encourage long-term relationships.

 2. Cancellations Contact Centre:

Our customer retention team is committed to keeping clients satisfied and engaged. We reach out to customers considering cancellation to listen to their concerns and gather feedback. This personalized approach allows us to understand their challenges and offer tailored solutions. By identifying pain points and providing targeted incentives, we aim to reduce churn and build stronger relationships. Our goal is to turn potential cancellations into opportunities for engagement and loyalty, ensuring everyone feels valued and supported.

3. Customer Value Management:

We utilise data to analyse customer needs and expectations and create tailored propositions and targeted value-added services for diverse customer segments, taking into account their specific needs and preferences. By thoroughly understanding the unique characteristics and requirements of each segment, ensure more effective and personalised approach to meet their expectations.

1. Data collection:

This process is essential for effective analysis, relying on information from various internal and external sources, such as databases and spreadsheets. By integrating these datasets, we can uncover valuable patterns and trends that enhance decision-making.

2. Data Standardisation:

We transform diverse datasets into a consistent format by defining common criteria, establishing uniform entry formats, and standardising measurement units

3. Data Cleansing:

To ensure data reliability, we use different techniques to address errors and inconsistencies in datasets. Key actions include removing duplicates, correcting misspellings, filling in missing values, standardising formats, and validating data integrity.

4. Data Analytics:

Through advanced technologies, we use data analytics to uncover insights that improve strategic planning and identify growth opportunities.

5. Data Visualisation and Reporting:

We transform complex data into charts, graphs, and dashboards to aid stakeholders' understanding. We utilise visual tools to help identify trends and patterns quickly, facilitating better decision-making and communication across departments, which drives informed strategic actions.

1. Payment File Generation:

We create accurate payment files with all transaction details, ensuring correctness before securely submitting them to the bank while maintaining data integrity and confidentiality.

2. Processing Bank Audit Files for Accounts Receivable:

We review bank audit files against our accounts receivable records to ensure accuracy, document any discrepancies for further investigation, and ensure compliance with internal and regulatory standards.

3. Allocation of Payments from Multiple Payment Channels:

We manage incoming payments from various sources by integrating automated API systems for real-time processing and manual entry for any unautomated transactions.

4. Updating Account Ageing:

We consistently update account ageing to monitor overdue accounts, categorizing them to identify significant delinquencies and providing insights for credit policies and collection strategies.

5. Processing Transactions at the Account Level:

Each transaction is meticulously documented, ensuring accurate debits and credits and thorough record verification to maintain financial integrity.

6. Bank Reconciliation of Payments:

Daily reconciliations ensure that our accounting records match bank statements.

7. Open Item Accounting:

We track each open item from recording to resolution, ensuring accurate entry and regular status reviews to improve accountability in the accounting process.

8. Transactional Processing:

We efficiently create and process credit and debit notes to adjust customer invoices and account balances. We follow established accounting procedures for writing off uncollectible accounts, ensuring we obtain management approval beforehand

1. Architecture Assurance Assessment:

We evaluate the architectural integrity and effectiveness of systems within the organisation to ensure adherence to standards and alignment with strategic goals.

2. Process Design:

We outline efficient processes and workflows tailored to the business's requirements. Our focus is on optimising resources, ensuring scalability, and implementing risk mitigation measures. We assess current workflows, identify improvements, and incorporate best practices with integrated technology to enhance productivity and collaboration.

3. Process Assurance Assessment:

We conduct systematic reviews of existing processes to verify reliability, compliance with best practices, and overall effectiveness.

4. Service Assurance:

We guarantee that all services consistently meet high-quality standards and performance expectations, boosting customer satisfaction and fostering trust.

5. Risk Identification and Assessment:

We identify potential risks that could impact organizational goals, evaluating their likelihood and potential impact.

6. Risk Mitigation Solutions:

We create customised strategies to minimise identified risks, ensuring continuous operations and safeguarding assets. This includes vulnerability assessments, preventive measures, and contingency plans, with regular updates to adapt to emerging risks.

1. Human Capital Strategy:

We foster a cohesive culture that reflects our values and engages employees. We align structure with strategic goals, clarify roles, and support business goals through talent acquisition, development, and retention. We implement equitable policies and ensure BBBEE compliance. We use systems to enhance efficiency and support data-driven decisions. 

2. Organisational Change:

We navigate changes in structure, workflows, processes, and culture for adaptability and utilise a Change Management Framework for Stakeholder engagement, impact assessments, and ongoing support.

3. Resourcing:

We provide a complete recruitment solution, focusing on key roles and compliance with employment equity. We also drive compelling employee Value Propositions (EVPs) to draw top talent.

4. Performance & Talent Management:

Our approach focuses on the key activities necessary to effectively recruit, retain, and develop top talent. We aim to establish a clear structure and streamlined processes to help professionals excel. Key focus s include recruitment & selection, retention strategies, workforce planning, performance management, employee wellness initiatives and employee value proposition.

5. Learning and Development:

We adopt a comprehensive perspective on the learning and development requirements of both individuals and teams within the organisation. Thes include leadership and technical skill development supported by behavioural skill enhancements.

6. Facilities Management:

We oversee all aspects real estate management ensuring compliance, optimising rental agreements, maintenance & support, health & safety, emergency management and business continuity planning.

1. Supply Chain Management (SCM) and Procurement Services

We manage the flow of goods and services from suppliers to customers through strategic sourcing.

2. Third-party Payments:

We process payments to external vendors and service providers, ensuring timely and accurate transactions in line with financial protocols.

3. Filing of Tax and VAT Returns:

We ensure compliance with tax regulations by accurately preparing and submitting tax and Value Added Tax (VAT) returns:

Monthly VAT Submissions:

We prepare and file monthly VAT returns, reviewing and reconciling accounts to prevent discrepancies.

Half-year and Year-end Tax Filing

We prepare and submit half-year and year-end tax returns, ensuring accuracy and compliance with regulations and address inquiries from the South African Revenue Service (SARS)