Customer Experience; shaping future today

Argility Drives for Greater Success through Customer Experience Insights

Johannesburg Wednesday 10th April, 2024: The Argility Technology Group (ATG), part of the Data and Technology cluster arm of global enterprise, Smollan, has revealed details of its drive to deliver even greater customer value through enhanced service levels.

“We believe that placing our customers at the forefront of the actions and decisions we make is key to building a client-centric strategy and culture. In this regard our customer experience (CX) mission for 2024 is to improve client experiences across the board through feedback, best practices and calls to action that aim to address customer pain points,” says ATG Chief Executive Officer, Tanya Long.

In this regard, Ms. Long confirms the 2024 ATG CX survey of its customer base is well underway.

“Global research guru, Gartner, notes effective customer feedback surveys feature many moving parts and note survey question development and distribution to be crucial to accurate interpretation of data and obtaining useful insights. The research house surveyed 250 customer service leaders across all major industries to identify their most pressing priorities and key challenges for 2024. Improving the customer experience was the most cited priority, followed by employing analytics for voice of the customer (VoC) as well as improving operations. It further found that 75% of organisations have proved that customer satisfaction leads to revenue growth through increased retention or lifetime value.

Ms. Long says high service levels and consistent customer experiences are the name of the game in any industry. “In our constant drive to improve our client centric culture we take a community approach to enhancing CX levels. Collectively, through a community comprised of staff and customers, we share and learn from best practice approaches and real-life examples that drive proactive communication and planning with our clients. We have introduced relevant tools, frameworks and processes as well as encouraging a space to share and learn. This allows us to better build and adjust our action plans in response to client feedback.”

Ms. Long says the group has identified the top ten habits of client centric companies as follows:

  • Listen to clients.
  • Constant monitoring of client feedback.
  • Act proactively to anticipate client needs.
  • Build customer empathy into processes and policies.
  • Respect client privacy.
  • Share knowledge internally and with clients.
  • Motivate employees to stay engaged.
  • Act systematically to improve CX.
  • Create accountability to enhance CX.
  • Adapt to customer needs and circumstances in real time.

Ms. Long confirms ATG is well underway with its 2024 CX evaluation programme that extends through to the end of the third quarter this year. “Again, Gartner highlighted 2024 as the year for businesses to use technology to make progress in three key areas namely:

  • Self-service – given the propensity of younger customers to give up if they cannot solve a problem themselves.
  • Generative AI – with organisations increasingly taking an incremental approach to the deployment of employee facing generative AI use cases, e.g. chatbots to aid representatives.
  • Customer journey analytics providing businesses with a deep comprehensive understanding of customer needs.

“These insights and guidelines emanating from global markets are useful trends for SA companies. We have designed our 2024 survey to encompass questions around data and technology quality plus value for money. The information we expect to receive from such a detailed and structured CX survey will be invaluable to our ability to service our clients into the future,” concludes Ms. Long.

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Château Gâteaux and MultiTRAX

Château Gâteaux optimises delivery process through ATG’s MultiTRAX

Château Gâteaux, ‘The Cake People’, now in its 25th year of supplying gourmet cakes across SA, has optimised its delivery processes with the MultiTRAX delivery application from the Argility Technology Group (ATG).

With 20 outlets and still growing, Château Gâteaux has implemented the solution in its primary locations – Johannesburg, Pretoria, Cape Town and Durban – to streamline deliveries and allow customers to track their celebration treats delivery in real-time.

Stefan Terblanche, ATG’s Client Success Manager, says the newest features to MultiTRAX include enhanced Management Module functionality such as:

  • Improved delivery file integration;
  • KPI dashboards with graphical driver and customer metrics;
  • Improved map views including optimised route numbering;
  • In-depth self-service driver and customer reporting functionality; and
  • Estimated time of arrival (ETA) visibility to control room staff across all deliveries in a delivery schedule, allowing effective communication with the customer while goods are in transit.

Château Gâteaux vehicles make up to 25 deliveries daily. The company, therefore, implemented MultiTRAX to ensure optimal delivery efficiency.

“The MultiTRAX system integrates customer delivery data from the Château Gâteaux e-commerce site, validates address quality against Google Maps and then allocates the daily deliveries to the nominated driver. A critical dependency of the system is quality and address validation at the point of input by the customer. Because the accuracy of the address data is crucial for seamless navigation by the driver, the address validation feature simplifies user capture ensuring tighter control and fewer delivery failures. Another benefit of MultiTRAX is that delivery notes are digitised in logical process flows and are immediately made available to the control centre through the MultiTRAX Management Module, ensuring delivery note real-time availability to control centre staff,” says Terblanche.

The MultiTRAX Management Module allows the central delivery control room to view and track the driver’s progress on the optimised delivery route. Review of previous delivery routes and obtaining a better understanding of driver productivity is enabled through the Management Module. Extensive reporting regarding all delivery activities, per driver, is available to the central control room through the selected MultiTRAX reporting parameters.

Terblanche explains that MultiTRAX is a customer-centric delivery application that keeps the customer informed of the delivery progress. Customers can view the driver position and ETA via their smartphones and each delivery is concluded with a digital customer satisfaction score entered by them onto their phones. This helps Château Gâteaux to gain a clear picture of its customer satisfaction levels. Driver inefficiencies can be promptly identified to allow for performance improvement on highlighted areas of weakness based on specific customer scores and celebrations of what ‘good’ service looks like.

Geospatial stamping on all deliveries will allow Château Gâteaux to analyse and clearly understand their selling and delivery areas.

Michelle Crafford, Château Gâteaux Operations Manager, says MultiTRAX has provided a much-needed solution for its e-commerce delivery service. “We are obsessed with excellence and mastery of everything we do. Due to the nature of our products, it is important for us to deliver each handcrafted cake to customers as efficiently as possible. Not only has MultiTRAX provided us with an easy-to-use system, which optimises our delivery routes, they have also enhanced our customer experiences through the live tracking feature. Additionally, clients can rate our delivery service, which assists us to ensure that the highest possible standards are maintained,” says Crafford. “Château Gâteaux is a highly valued customer of ATG and we are proud that the power of MultiTRAX is contributing to the continued growth and success of this high-profile South African brand,” concludes Terblanche.

For more information, contact our Business Consultants at 011 712 1300, email or visit our website,

Source: IT Web | IT Online

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Stefan Terblance ATG Client Success Manager

The Argility Technology Group Creates New Customer Service Role in the Business

The Argility Technology Group has established a new role in the business – Client Success Manager (CSM) and has appointed Stefan Terblanche, to the position. 

Stefan steps into the role with over two and a half decades experience in the retail industry having worked in various areas including operations; business optimisation; strategy and customer service.

The CSM will be tasked with building relationships by acting as the interface between the customer service teams and the company. 

This is a very exciting time in terms of ATGs market position and growth. The goal with this new position is to build on the existing strong customer relationships with the objective of entrenching ATGs service offerings to secure and maintain long-term agreements with the group’s client base. The CSM will work closely with ATG’s executive management team and clients to assist in understanding the customer’s needs; business objectives and the most appropriate technology solutions to meet those requirements. As such, the role required an appointee with an in-depth knowledge and understanding of Argility’s full suite of service/solution offerings. Stefan met this criteria having previously been an ATG client and then joining the group as a Retail Solutions Consultant for a number of years.

The appointment is effective immediately.  

For more information contact us on 011 712 1300, email or visit our website,

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