Building Better Customer Experiences Since 1995
For over 30 years, we've helped Africa's leading enterprises design, track, and improve the experiences that drive loyalty and growth.
Our Story
MRM Support started in 1995 with a simple belief: that understanding your customers is the foundation of business success. What began as a customer research consultancy has evolved into a full-spectrum customer support infrastructure partner for some of Africa's most respected brands.
We've spent three decades learning what works in African markets—from the complexities of multi-country operations to the nuances of diverse customer bases. This experience has shaped our approach: practical, proven solutions that integrate seamlessly with your existing operations.
Today, we combine deep CX and EX research expertise with modern support infrastructure—ticketing systems, call centre operations, and data management—all designed to work together as a unified ecosystem.
What Drives Us
The principles that guide every solution we build
Partnership Over Transactions
Long-term relationships, not one-off sales. Our average client has been with us over a decade.
Built for How You Actually Work
Solutions shaped around your real workflows — never force-fit templates.
Privacy & Compliance First
POPI and GDPR compliance built in by design, not bolted on as an afterthought.
Data That Drives Decisions
Feedback transformed into actionable insight — not just numbers in a report.
People-Centric Technology
Systems that empower your team rather than overwhelm them.
Africa-First Expertise
30 years operating across African markets, understanding what works here.
Our Journey
The Beginning: 5 Seats & Stacks of Paper
MRM Support started as a small business with just 5 call centre seats. In those early days, we'd arrive at client meetings with boxes of printed reports—hundreds of pages of customer feedback, manually compiled and bound. Clients sat through hours of presentations, taking notes, discussing patterns. Pioneered CATI (Computer Aided Telephonic Interviews) and built foundational partnerships with Avis and Barloworld.
The Digital Leap
Made the leap to digital. PDF reports replaced the paper stacks, and suddenly clients could search feedback, share insights across teams, and respond faster. It was progress, but we knew it still wasn't enough.
Employee Experience Studies
Introduced Employee Experience research programmes, understanding what makes teams more effective in the workplace. Began connecting employee satisfaction with customer outcomes.
Expansion & Growth
Moved to larger offices and expanded call centre services to accommodate growing client demands and service offerings.
The Real Transformation: Real-Time Everything
Launched our first dashboards and client internal intranets. No more waiting for monthly reports—clients could log in anytime, see real-time data, drill down into specific issues. The feedback loop shortened from weeks to days, sometimes hours. Our proprietary Close the Loop ticketing platform went live.
Building Our Own Technology
Established MRM Tech in Cape Town and developed our very own low-code open-source platform, Lowdefy.com. This partnership enables us to build custom technology solutions, combining research expertise with in-house development capabilities.
AI Integration & International Expansion
Incorporated AI technology into our platforms. In 2022, expanded internationally and integrated with Resonancy.io to enhance our capabilities even further. Continue serving long-standing client relationships with sustainable, data-driven solutions that work together as a unified ecosystem.
Rebrand & Product Evolution
Launched our next-generation product suite under a unified brand identity. Introducing TIDE CX™ — our customer experience intelligence platform — TERRAIN EX™ for employee experience, and Close the Loop™ for complaints and case management. Three instruments, one integrated system.
By the Numbers
Three decades of experience supporting Africa's leading brands
Want to Learn More?
Let's discuss how we can help you deliver better customer experiences
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