ASA Savings and Loans Ltd. has assured customers of improved service delivery and greater digital convenience as it prepares to transition into a microfinance bank in December.
The Managing Director of the company, Gwen Tino Muteiwa, said the company would prioritise customer care, improve its digital platforms and strengthen internal systems to provide better services to its predominantly female clientele.
She explained that although technology would make transactions more convenient, the institution would maintain the personal relationships and trust that had sustained its operations over the years.
She gave the assurance during an event organised by ASA Savings and Loans Ltd. in Accra last Thursday to celebrate customers as part of Customer Service Month, which coincides with Breast Cancer Awareness Month.
The initiative provided an opportunity for customers to interact with the institution’s management, share their concerns and make suggestions on how services could be improved
“Our model is built around relationships. Sometimes, with change and technology, you can lose that personal touch with customers.
It is really important that we ensure customer service is key and customer complaints are dealt with,” she said.
She also emphasised the importance of staff welfare, saying satisfied employees were better positioned to deliver quality customer service.
She expressed confidence that the institution could expand its operations by building on its existing relationships with customers across the country.
Customer appreciation
Explaining the rationale for the customer appreciation event, she said women accounted for about 90 per cent of the institution’s client base.
She said the businesses established by the women had helped support families, educate children and create opportunities for growth.
She expressed gratitude to customers for choosing ASA despite competition from other financial institutions.
“We don't take our business for granted.
There are institutions that may have better systems and processes, and there are many reasons why customers could choose somebody else.
The first thing we wanted to say to them was thank you,” Mrs Muteiwa said.
The event also featured breast cancer education and screening for 100 customers, as part of efforts to promote early detection.
A Deputy Chief Nursing Officer, Regina Mireku, who lead the screening called on corporate organisations to provide financial support for women diagnosed with breast cancer to enable them to access further medical care.
She said screening alone was insufficient if women who tested positive could not afford the cost of subsequent investigations and treatment.
Mrs Mireku also encouraged women to conduct self-examinations a week after menstruation and promptly report unusual breast lumps, nipple changes or skin changes resembling an orange peel to health professionals.
