Transforming Customer Satisfaction through a Service-Level Ecosystem

Customer experience is an important value for C&R Group.

When one considers all the interactions and touchpoints with clients and shareholders, it is important to frame these in an ecosystem structure to ensure a consistent and excellent customer experience for all interactions and touchpoints.

In setting out to frame our customer ecosystem we had to consider the functionality needed from the interaction and touchpoint, for both clients, shareholders and ourselves,  as well as the ease of access or use of the interaction and touchpoint.  On this basis, we identified the following criteria for our customer ecosystem:

1.  Reach and Access

Clients and shareholders interact with us through various channels.  Our ecosystem needs to meet this functionality of multi-channel reach and access.

2. Integration

Since our customer ecosystem provides multi-channel access, it is important that the channels are integrated so that information shared with us and from us – to clients, shareholders and stakeholders – is centralized and with a holistic view , thus ensuring efficiencies and comprehensiveness of responses. 

3. Escalation

As much as possible, our customer ecosystem needs to  screen for potential problematic issues and initiate an escalation process.  The parameters of our ecosystem are set up to do this.

4. Community and social interactions/feedback

We want to engage with, and receive feedback from our community of clients, shareholders and stakeholders.   

We therefore provide and manage as many client and shareholder interactions through data portals or a centralized CRM to  efficiently capture all the touch points.

1. All correspondence (emails, letters) are ticketed in our CRM system for a holistic shareholder profile.  Shareholders who correspond by email receive a reference ticket number shared by return email. 
2. All telephone calls from call out exercises are recorded and uploaded to create a ticket in our CRM for that interaction.

3. Walk-in interactions at our offices are received on our Queue Management System and ticketed in our CRM.
4. Mobile money opt-in interactions through our general USSD number are integrated with our CRM system.
5. We share information with shareholders at various stages of their tickets processing for visibility and confirmation of their transaction requests.
6. We provide information with stakeholders, including brokers, on their open tickets and the status of their processing, for ease of monitoring and feedback to shareholders.
7. Our CRM provides a knowledge base center functionality, to mirror the information and processing forms available on our website.
8. We actively provide information and engage with our community using social media channels.  We have conducted research through our social media channels resulting in new product development research and deployment.  Our main CSR application, created to improve financial literacy and skills around capital markets investing was developed based on our social media research into stock market investing in Kenya.  https://candrgroup.co.ke/2018/09/07/shareholders-seek-financial-freedom-in-stocks/ 

Investing in Our People

Our commitment to transforming customer satisfaction begins with an exceptional and committed team. With a wealth of experience in the share registry industry, we prioritize investing in our staff’s development. Through regular training, team-building activities, and a supportive culture, we foster collaboration, initiative, and accountability. This investment is reflected in our service excellence and the quality of our work. By nurturing a cohesive team dynamic and aligning with C&R Group’s goals and innovations, we not only support each other but also our clients and stakeholders in the wider  capital markets community.

Efficient Dividend Processing for Enhanced Satisfaction

Timely dividend payments are crucial for shareholder satisfaction, and at C&R Group, we understand this implicitly.   We offer “end-to-end” dividend processing and reconciliation management services that allows for ease of bulk dividend processing for our clients.  We further provide updated reconciliation of uncleared funds in dividend bank accounts linked 1:1 to shareholder’s outstanding dividends, thereby allowing for transparency oversight by our clients.

Our unparalleled  dividends reconciliation processes allow for efficient and comprehensive responses to shareholders or regulators on dividend payment queries.  We are able to provide dividend payment histories for each shareholder for each dividend payout we manage.

And we are not stopping there – while we have started a strong customer eco-system to transform customer experiences, we see this as an ongoing journey.  There will always be ongoing monitoring, optimization and roll out of new features to ensure a transformed and satisfying customer experience for our clients, shareholders and our wider community.   We already have new features and functionalities under development.  Stay tuned for this roll out.

C&R GROUP

May 2024