GHL System Berhad Annual Report 2018

a n n u a l r e p o r t 2 0 1 8 55 CUSTOMER GROWTH (cont’d) Customer Experience (cont’d) During the year, the Group focused on:- • Nationwide Field Service Support – GHL Malaysia’s current network of Field Service Engineers covers nationwide including East Malaysia, and has over 100 well-trained engineers to support all on-site needs throughout Malaysia. The Group is proud that it is able to meet the Service Level Agreement that is imposed by bank partners and large merchants. • 24 x 7 Customer Care Support – GHL Malaysia Customer Care serves over 210,000 payment acceptance footprints and has delivered a service level of 85% average speed of answer within 20 seconds, in which meets the demands of GHL’s customers. Design and Marketing of Products and Services GHL believed that constant innovation plays a key role to sustain the business, in which GHL is in line with this core value - “ Addicted to Innovation ”. There is no doubt that technology is the latest trend in the financial sector. New ideas and other businesses are beginning to enter an area that old fashioned financial institutions would not typically get into. With this, local merchants have the opportunity to proliferate the market through technology; hence, e-wallet and QR payment acceptance options are being accepted as the latest mode of payment method. In 2018, GHL took the opportunity to launch several e-wallets and QR payment acceptance within Malaysia and other countries. These launches made a positive impact on GHL’s business growth due to an all-in-one terminal being highly desirable in the ASEAN region. Customer Empowerment Events The Group believes in sharing knowledge and expertise in order to make a positive impact in the marketplace. In July 2018, GHL took part in the Malaysian International Retail Franchise Exhibition to promote the latest payment method, i.e. e-wallet payment acceptance. The exhibition was targeted at franchise businesses throughout the nation and was well received with participants eager to gain insights of the adoption of e-wallet as an alternative mode of payment in an increasingly fluid development in today’s market. GHL was also invited to be a guest speaker and a sponsor of the Global Payment Summit Asia 2018. At this event, GHL participated in a segment called “Track Session” in which GHL was able to share current and future plans of the Company, as well as latest updates on what the Company has been working on. GHL also took the opportunity of the “Track Session” to educate other businesses about GHL’s presence in Malaysia and how it can help a business with its payment solutions. HUMAN RESOURCE The Group values employees as key assets for the sustainable success of its operations and acknowledges that having a quality working environment develops employees’ efficiency, effectiveness, and quality of life. Human Resource (“HR”) Policies and Procedures comply with relevant legislations to ensure that the Group embraces equality, diversity, and innovation. Talent Attraction and Retention The Group believes that employees’ professional contribution plays a major role in influencing the performance of the business, and considers it vital in hiring the best employees, investing in their personal and professional growth. The Group also promotes these GHL Values - “ Teamwork ” and “ Boleh Attitude ” by empowering employees to deliver and take ownership of results. In the effort of promoting both values, the Group continuously motivates and develops the workforce by encouraging employees to seek self-improvement through training programmes which could offer opportunities for career development. SUSTA I NAB I L I T Y STAT EMENT C O N T ’ D