Customer Growth

Driven by one of the Group’s Core Values - Customer is the Boss, we continue our efforts in providing excellent service to our customers. Our focus on customer experience and engagement is combined with delivery of high-quality and innovative products.

CUSTOMER EXPERIENCE


With the goal of establishing a user-friendly and intuitive tool for our customers and merchants, we launched our online Merchant Portal - GHL Intelligent Support Assistant (“GISA”) in 2020. The tool offers self-help service to our customers through a Live Chat application with Artificial Intelligence (“A.I.”). The A.I. Chatbot is capable of responding to basic customer enquiries, reducing our dependence on call centres.


To further improve on user experience, we upgraded the Merchant Portal with an enhanced dashboard, making it easier to locate payment verification and view payment transaction details.

We maintain regular monitoring of our customer feedback through customer surveys and measurement of our Net Promoter Score (“NPS”). The NPS is calculated annually based on data received from customer feedback to ensure we continuously provide excellent service.

           Net Promoter Score:
             * Data is for GHL Malaysia only.

New clients are contacted monthly via Welcome Calls, where we collect feedback to gauge their level of satisfaction with our Merchant Sales Officers and installers' services. In addition to providing a Terminal User Guide, our new customers are also briefed on the basics of terminal use and where relevant, on fraud prevention.

TECHNOLOGY AND INNOVATION


In 2021, we launched our CARDit programme, designed specifically to enable small and medium enterprises (“SMEs”) to transition from their traditional cash transactions. CARDit is a system that enables cardholders to use credit cards to pay merchants or third party suppliers and/or service-providers that traditionally do not accept credit cards, by utilising credit limit.

CARDit assists SMEs by allowing credit cards to be used for transactions that would normally require a bank transfer, such as rent or supplier payments, thus improving business cash flow. Cardholders earn reward points in the same way they would for a regular credit card purchase.


Digital Lending Programme

As we strive to contribute to the global digital economy, there is potential benefits of leveraging GHL’s technological expertise in payments to accelerate its capabilities in digital lending. In FY2022, the Digital Lending Programme launched was designed specifically to enable small and medium enterprises (“SMEs”) with a quick & easy financing solution to improve their business cash flow. GHL had been looking at the underserved digital loan and microfinancing market for MSMEs in Malaysia as a strategic move to provide value beyond payments to all our stakeholders.

Approved and licensed by Kementerian Pembangunan Kerajaan Tempatan (KPKT), this SME digital loan is GHL’s own micro financing service that aids existing GHL merchants’ businesses. Aside from a very attractive interest rate to existing GHL merchants under this programme, subject to specific terms and conditions, GHL differentiate itself from the marketplace by offering speedy digital loan approvals and promising a fast turnaround time to disburse funds to merchants. This is aligned with GHL’s commitment to bridge the payment and credit gap among the financially underserved population, which are crucial drivers of economic growth, helping them thrive in an ever-evolving business landscape.


PRODUCT AND SERVICE QUALITY

To maintain the high quality of our products and services, we conduct regular internal quality audits and independent audits as required. Regular review of merchant experience is conducted to gauge our service quality. Any indication that one of our merchants has been inactive prompts our team to contact the merchant to assess whether there is assistance required. Our bank partners are provided with a monthly Service-Level Agreement ("SLA") Report that details our progress with terminal fault calls, which we try to respond within four hours of receiving the call. For the past two years, the fault call ratio is calculated by comparing the number of terminal fault calls received to the total number of terminals in operation. As we strive to reduce the ratio, the percentage of fault call ratio decreased to 1.61% in FY2023, from 1.75% in FY2022, a 0.14% reduction from the previous year.


* Data is for GHL Malaysia only.


CUSTOMER EMPOWERMENT EVENT

Financial literacy remains one of our prime focus areas in customer empowerment. Each year, we hold events and collaborations aimed at equipping our customers with the knowledge they need in order to succeed in operating their businesses and managing their payment processing needs. While in-person engagement returned as COVID-19 pandemic restrictions eased, there are increased demand in hybrid Engagements, for both online and offline - leading to a more robust dialogue process with our customers and stakeholders.

Through these meaningful conversations, GHL hope to catalyse change by forging innovative solutions and fostering collaboration as we work towards our collective commitment to sustainability and an inclusive digital future.