Client Charter
Mission
- We seek continuous improvement in service, technology and product offerings.
- We aim to exceed client expectations by adding value to help clients achieve their goals.
- We recognise client and customer service to be paramount and that our performance is gauged on the last contact. 'Word of mouth' referral is how we survive and grow.
- Our key to success is by providing professional, confidential services with the highest level of integrity.
- We treat all clients and their customers with upmost respect at all times.
- We aim to operate efficiently, effectively, courteously and as transparently as possible at all times.
Vision
- To be able to provide full service debtor management and cash flow services to a growing number of clients.
- To provide existing, new and potential clients with information in a timely manner.
- To respond quickly and look to provide a facility that will best fit the client's needs.
Promise
- During business hours phone calls are answered promptly, by a living, breathing human being.
- Callers will not be subjected to voice mail.
- Messages are responded to quickly.
- New client facilities are quickly set up and running.
- Requests for information are addressed quickly and thoroughly.
Service
- We monitor and manage the transition to ensure all relationships are maintained and where possible enhanced.
- Ledgers are constantly monitored and updated and that accounts are reconciled.
- Monthly statements are generated and posted on the 3rd working day of each month - No exceptions
- Account queries are immediately dealt with.
- Invoice copy requests are actioned within the hour
- Clients are notified of any queries that require their attention within the hour.
- Update of customer details and other relevant information are passed on to clients within the hour.
- All payments received will be processed and banked on the same day.
- All invoices will be processed and the proceeds will be deposited into our clients accounts no later than the day following the receipt of the invoices, provided that all required information and confirmation is obtained.
- Request for same day turn around will normally be fulfilled.
- Clients will be notified promptly of any issues that arise upon processing.
- Our client website is updated regularly and contains all the information our clients need to review and monitor debtor transactions. Such information includes the clients debtors ledger, details on invoices processed, information on the release of funds and allows the client to measure our performance.