At Mutual Financial Analysts, we believe that great customer service starts with understanding. And for many South Africans, understanding means more than just fluency in a language — it means cultural connection, regional relevance, and a personalised touch.

The Challenge:
One of our key financial services clients faced a troubling decline in customer retention rates, particularly in provinces outside Gauteng and the Western Cape. Despite robust onboarding strategies, post-signup engagement was faltering — especially among isiZulu- and Sesotho-speaking clients.

The Mutual FA Approach:
We implemented a targeted localisation strategy, assigning dedicated regional language teams to client accounts, with representatives fluent in regional dialects and trained in provincial market dynamics. We also customised call scripts and CRM flows to include culturally relevant references and tone, and offered extended operating hours in high-call-volume regions.

The Outcome:
Within six months, our client saw a 22% increase in customer retention and a 41% improvement in post-call satisfaction scores. Most notably, churn among KwaZulu-Natal-based users dropped by nearly half.

Client Feedback:

“Mutual FA helped us speak to our customers — literally and figuratively — in ways we never could before. The retention gains paid for the programme within a quarter.” – Client Relationship Manager, National Financial Institution

At Mutual FA, we know localisation is more than translation — it’s transformation. And it’s how we turn callers into loyal customers.