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A customer story about Mercedes-Benz

Mercedes-Benz South Africa (MBSA) is a luxury car manufacturer that, since its inception, has maintained a solid reputation for quality and durability. Supplying premium passenger cars and versatile commercial vehicles such as buses, coaches and trucks to individual and fleet customers, MBSA prides itself on a strong tradition for innovation, coupled with a drive for superior customer service. ​

How SAA’s back-office processes drive customer experience

South African Airways (SAA) is the country’s national airline carrier and services most major domestic and international routes. Like many airlines the world over, SAA operates under immense cost and operational pressures in the face of challenging economic conditions in a highly competitive industry. Though customer service levels have improved, back office processes were hindering effective service delivery. The organisation had a requirement to streamline these business processes to drive improved efficiencies across its contact centre and strengthen the brand nationally and internationally through consistent levels of service.

SAA engineering an amazing business recovery

South African Airways (SAA) is South Africa’s national airline carrier. A state-run entity, it services all major domestic and international routes. Like many airlines the world over, SAA is operating under immense cost and operational pressures in the context of the global economic recession, but compounding its poor performance were deep-rooted operational flaws and inefficiencies that were crippling its service delivery and doing incredible damage to the airline’s brand, both domestically and internationally.