By Bongiwe Dlamini

MBABANE:The Sincemphetelo Motor Vehicle Accidents Fund(SMVAF) proudly concluded a dynamic and impactful Customer Service Week, held under the empowering theme “Mission Possible”.

Dedicated to You; The week-long celebration, engaging teams from the Mbabane headquarters and the Manzini branch, was testament to the Fund’s nationwide commitment to its claimants, blending strategic vision with significant service enhancements.

The week commenced with a powerful and inspirational session led by renowned customer experience strategist Zanele Mavuso of IKigai Investments. 

Under the theme “Customer Experience as a Culture, Not a Department”, Mavuso guided the SMVAF team through a strategic shift from traditional goals to a Customer-experience (CeX)-centered model built on empathy,collaboration, and restorative service. She emphasized the profound nature of SMVAF’s work, stating,

“SMVAF’s work is sacred it’s about dignity, healing, and hope.Let’s make collaboration our default, and empathy our legacy,”she said.

The session equipped staff with practical tools for collaboration, including shared dashboards and journey mapping, all supported by the 5Cs framework: 

A leap towards efficiency inspired by this new cultural direction, a cornerstone of the week was the official launch of a Query Management Tool which is

designed to fast track client queries.

This digital innovation is a direct result of the commitment to "listening to the voice of the customer," designed to streamline the process of submitting and tracking queries, ensuring quicker response times and greater transparency for claimants across the country. 

“Our ‘Mission Possible’ is to be where our claimants are, providing timely and efficient service in the aftermath of a road accident.This new tool, born from a culture of co-creation and clarity, empowers claimants with a faster, more direct line of communication, allowing our teams in Mbabane, Manzini, and beyond to focus on the empathetic, human support that is so critical to healing,” said Acting Chief Operations Officer, Tengetile Masuku. 

Taking Services to the people and true to its mission, the SMVAF team took its services on the road with an outreach program in Nhlangano. 

The event was a living example of the week's teachings, applying empathy and direct engagement to understand and serve the community’s unique challenges.

Claimants and community members received on-the-spot assistance and query resolutions, strengthening the bond between the Fund and the people it serves in the Shiselweni region.

The successful Customer Service Week,ignited by Zanele Mavuso’s powerful session, underscores SMVAF’s strategic direction: a future-focused organization building a lasting culture of empathy. By leveraging technology for efficiency and embedding collaboration into its core across all branches, SMVAF reaffirms that for them, customer service is not just a department it is the heart of their national mandate. And as the theme declared, providing exceptional, dedicated support to the nation is not just a goal; it is always “Mission Possible”.