Boosting SA customer service

The investment will be used to promote the service and to fund enhancements to the portal, including mobile access to the service.

Altius is a South African-based investment company that facilitates community upliftment, development and empowerment through its investments. Its portfolio spans agriculture, minerals and industrial waste management. The investment in getclosure! is Altius's first foray into the digital world.

The complaint management portal allows consumers to submit their complaints online. From there it delivers the complaint to the appropriate person in the supplier organisation and manages the complaint process until it is closed.

The Ask Afrika Orange Index 2008, due for release in November, shows that service performance levels in South Africa have increased since last year from 58.2% to 61.6%. There is room for improvement however, with 65% a reasonable goal to aim for, according to Ask Afrika.

Harnessing the reach of the Internet to manage the complaints service process is one way to ensure effective outcomes and raise service levels in the country.

“Many South Africans tolerate poor service without speaking up. By cleverly using the Internet, getclosure! has made it quick, easy and cost effective to lodge a complaint,” said Anne Sayers, chairman of the Society of Consumer Affairs Professionals (SOCAP) South Africa. “It then backs this up with an effective complaints resolution process that is not about naming and shaming the company involved.”

“Our experience is that most suppliers want to be told if their service has been sub-standard and welcome the opportunity to put it right, “ said getclosure! founder and director, Ian Donovan. “And we like the fact that a growing number of consumers are using our portal to compliment suppliers when they experience exceptional service.”

Six months after the launch of the service, more than 500 suppliers actively use getclosure! to respond to customer complaints and compliments. Companies have the option to subscribe to the service to receive detailed reporting on complaints handled, customer feedback and the option to customise the landing pages. Subscribers include FNB, Pick n Pay, Spar, Toyota, KFC and Cell C.

“getclosure! is ideally placed to assist the business community and public sector to raise their service levels. The team is passionate about improving customer service and has built an exciting venture with a loyal community in a short space of time,” said Altius executive chairman, Dr Anwah Nagia.