Frasle Mobility's New Positioning and Randoncorp Investments
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Customers
GRI 3-3
One of the principles of our business is Satisfied
Customers.
For this reason, we listen and collect information
about our customers' main needs by means of visits,
meetings, technical and commercial training about our
products, and participation in fairs and industry events.
Accordingly, the Financial and Digital Services vertical
developed the Customer at the Center program,
whose mission is to develop, evolve and the internal
culture focused on the customer. In 2022, the program
was revitalized from previous programs of Randon
Consórcios, focusing on the entire Financial and
Digital Services Vertical, under the tripod "Understand,
Deliver and Surprise".
Customer at the center
Understand
> Real listening.
Practicing empathy.
> Asking with interest to help.
> Making sure of the customer's need.
Deliver
> Delivering the best solution with
the least effort to the customer.
> Getting it right the first time.
> Take ownership of the
customer's request and solve
it within the agreed-upon
timeframe.
D
Surprise
> Impact the customer with
the best experience.
> Delivering a personalized,
human service.
> Doing the basics well.
During the year, as part of the program, we imple-
mented several actions and initiatives that rein-
force our customer focus:
> Lecture on the theme.
> Customer Week, which included special News,
interactive panels and commemorative events;
> Fixed agenda in the Via de Mão Dupla meet-
ings, which bring together the management
and employees of the units on a monthly basis
to discuss indicators and initiatives, with dif-
ferent themes and approaches at each edition;
> Theme present in the Strategic Planning and in
management's speeches;
> Survey of cases and social evidence;
> Survey of indicators;
> Manifestations Committee to monitor the new
format.
We also provide customer service channels by
0800 phone and the Contact Us channel, avail-
able on our corporate website. In our social media
(WhatsApp, Facebook, Instagram and LinkedIn),
we answer all the messages received, clarifying
doubts and solving problems and questions.
PROSPERITY FOR ALL
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