Old Mutual (SA) already has the largest network of customer service centres in the country (see map above), and is able to further extend its service footprint through working relationships with Nedbank and Mutual & Federal. An initiative called “Greenzones” has been launched by Old Mutual (SA) and Nedbank to explore the advantages of co-locating both organisations in a single “branch site” and serving their customers as a single entity, with Mutual & Federal represented through Old Mutual Advisors. This initiative is intended to grow into a one-stop solution for customers. During 2007, pilot projects were run at the following three branches: Rosebank, Idutywa and Mutualpark, and a further 17 branches will be launching similar initiatives during 2008. Customers will be able to access short-term insurance, banking, investment and savings solutions, as well as risk products
through intermediaries present at each branch.
An ongoing and company-wide initiative has been underway for the last three years to streamline and constantly improve on previous customer service achievements (see Old Mutual Corporate Citizenship Report, 2006). During the year under review, the various businesses delivered the following aggregated customer service levels as measured by Research International, an independent research company.