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October 13, 2023Staff Reporter
A new Customer Relationship Management (CRM) system has been implemented at the Road Accident Fund (RAF) contact centre to enhance customer service. On Monday, the Fund introduced the plan in Johannesburg. It says that the action represents a very significant backlash against lawyers, who it claims have long since turned the RAF into a cash cow.
The Road Accident Fund claims that it has generated over 350 jobs with this new solution. Road accident victims will find it simpler to file claims thanks to the CRM solution, it said. At the moment, victims depend on attorneys to make claims on their behalf. Collins Letsoalo, the Chief Executive Officer, states that the new system would connect all channels, including direct phone calls, WhatsApp, and written correspondence.
RAF CEO Collins Letsoalo said during the introduction on Monday that the new system would address ongoing problems with the claims procedure and payout levels, but he also mentioned that certain lawyers might not be in favour of the new adjustments.
“I think lawyers are going to hate this the most, and we understand why…because they tend to take more than what they’re supposed to take [from] the claims,” he said.
Letsoalo claims that in the past, the Road Accident Fund would often take four years to process a claim. This has now been reduced to 120 days, and the victims are fully informed about the amount that was given to them. In fifteen months, the CRM cost the RAF R200 million.
Deputy Minister of Transport Lisa Mangcu welcomed the new CRM contact centre.
He said the contact centre would enable the RAF to centralise customer interactions, keeping claimants updated on the claims process until it’s complete.