A local, personal service
Over the years we have realised you cannot send core service functions offshore. Customer care and publisher relationships cannot be done from distant call centres. Both clients and suppliers need to build relationships with Prenax and that's why we invest in local teams in each country where we have an office.
Customer service, finance, sales and management are all local, as are the database and claims functions. The only functions we centralised at head office are software development and treasury. The rest is local.
Superficially, you might conclude that this is inefficient. But there is nothing inefficient about a 97.5% customer retention rate and award-winning customer service. The costliest process in our industry is implementing new customers and if we continue to maintain our high customer retention rate, we will continue run the tightest ship in the industry.