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Customer Relationship Management (CRM) Policy

Effective Date: 02 June 2025
Applies To: All employees engaged in customer interactions, sales, service, and support
Issued By: Supply Chain & Customer Service Departments

1. PURPOSE

To establish standards and procedures that ensure consistent, professional, and value-driven interactions with all customers and stakeholders, thereby fostering strong, long-term relationships that support Mototolo Platinum’s business objectives.

2. SCOPE

This policy applies to all customer-facing activities, including sales, after-sales service, technical support, and communications with external stakeholders such as clients, suppliers, and partners.

3. PRINCIPLES

  • Customer Focus: Prioritize understanding and meeting customer needs with professionalism and respect.

  • Responsiveness: Timely and accurate responses to all customer inquiries and issues.

  • Transparency: Clear communication regarding products, services, pricing, and contractual terms.

  • Confidentiality: Protect customer data and sensitive information in compliance with applicable laws.

  • Continuous Improvement: Actively seek customer feedback to improve products, services, and processes.

4. CUSTOMER DATA MANAGEMENT

  • Maintain accurate and up-to-date customer records in approved CRM systems.

  • Use customer data only for authorized business purposes.

  • Ensure data privacy and protection in line with South African Protection of Personal Information Act (POPIA).

5. COMMUNICATION AND ENGAGEMENT

  • Maintain regular, proactive communication to keep customers informed about relevant updates, offers, and operational matters.

  • Use appropriate communication channels based on customer preference (email, phone, in-person).

  • Avoid over-communication or unsolicited contact.

6. ISSUE RESOLUTION

  • Log and track all customer complaints and service issues promptly.

  • Escalate unresolved issues to relevant managers within specified timeframes.

  • Follow up to ensure satisfactory resolution and customer satisfaction.

7. TRAINING AND SUPPORT

  • Provide CRM training to all relevant employees to ensure consistent application of this policy.

  • Encourage a customer-centric culture throughout the organization.

8. MONITORING AND REPORTING

  • Regularly monitor CRM performance metrics such as response times, resolution rates, and customer satisfaction scores.

  • Report findings to senior management and use insights for continuous improvement.

9. NON-COMPLIANCE

Failure to adhere to this policy may lead to disciplinary action and may impact contractual relations with customers.

10. CONTACT

For CRM policy questions or support, contact:
📧 crm@mplats.co.za
📞 013 516 0549

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