A local, personal service
Over the years we have realised that you cannot send the core service functions offshore. Customer care and publisher relationships cannot be done from a distant call centre. Both clients and suppliers need to build relationships with Prenax and that means that 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 things that are 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 avoid losing clients, we will continue run the tightest ship in the industry.