The Sincephetelo Motor Vehicle Accident (MVA) Fund, a Business Eswatini (BE) member, recently hosted a transformative Customer Experience Knowledge Share workshop to redefine customer experience and foster a culture of service excellence.
Held exclusively for the Fund’s management team, the workshop featured two distinguished guest speakers—E. Nathi Dlamini, CEO of Business Eswatini (BE), and Jabulile Mashwama, Managing Director of the Eswatini Water Services Corporation (EWSC).
Their insights underscored the importance of customer-centric operations and the role of strong leadership in fostering sustainable growth.
A press release issued by BE, notes the following objectives outlined by the Fund’s CEO, David Myeni:
- Enhancing Customer Experience: By adopting innovative strategies to amplify customer-centric services, the Fund aims to create a seamless and empathetic experience for its clients.
- Transparency and Communication: Addressing one of the major pain points for clients, the Fund is working to improve transparency in claims calculations and approvals. This includes communicating the parameters that inform claim costing to clients and the broader community.
- Client Feedback Mechanisms: The Fund is implementing robust feedback systems to ensure client voices are heard and acted upon, fostering trust and accountability.
- Sustainability and Austerity Measures: To ensure the Fund’s long-term viability, the leadership is exploring ways to diversify revenue streams beyond the current reliance on fuel levies. This forward-thinking approach also includes optimizing internal resources and minimizing expenditure.
The press release notes that one of the most inspiring aspects of the Fund’s transformation is its commitment to leveraging local expertise and partnerships rather than engaging costly international consultants.
“By tapping into BE’s extensive network, which represents over 90% of Eswatini’s private sector, the Fund has been able to gain strategic insights while strengthening ties within the business community.”
The CEO of BE also delivered a compelling address on fostering a service culture, emphasizing how businesses can drive efficiency through local collaboration. His participation reaffirmed BE’s role as a catalyst for corporate excellence.
Similarly, the MD of the Eswatini Water Services Corporation brought a wealth of experience in customer service and operational efficiency. As a fellow BE member, EWSC’s participation exemplified the power of collaboration and knowledge-sharing within the BE network.
“The Sincephetelo MVA Fund recognizes that its transformation hinges on the preparedness, empathy, and dedication of its staff. To sustain this momentum, the Fund is investing in capacity-building programs, including in-service training and leadership development for management.”
“The Customer Experience Knowledge Share workshop was a direct reflection of this commitment. By equipping leaders with the necessary skills and fostering a culture of continuous learning, the Fund is ensuring that service excellence is not just a goal but an organizational standard,” notes the press release.
Beyond improving customer experience, the Fund is also looking ahead to ensure its financial sustainability. With current legislative frameworks posing limitations on revenue streams, leadership is actively exploring creative solutions to equitably distribute contributions and reduce reliance on a single funding source.
Despite these challenges, the Fund remains optimistic about finding innovative pathways to strengthen its financial base, ensuring that it continues to provide critical services to the nation without financial strain.
“With customer-centricity, strong leadership, and strategic partnerships at its core, the Fund is setting a new standard in Eswatini’s corporate landscape. As it continues to drive positive change, it reinforces the power of collaboration, resilience, and a shared vision for excellence. BE celebrates this achievement and remains a steadfast partner in supporting its members’ journeys toward growth, innovation, and service excellence,” the statement concludes.