Client Overview
As one of South Africa’s top vehicle tracking and telematics providers, Netstar delivers high-stakes security and monitoring services to a vast and growing client base. From emergency callouts to real-time vehicle tracking and mobile technical support, Netstar must meet high service expectations across thousands of daily touchpoints, many of them with little direct customer interaction.
With increasing competition and growing pressure to reduce churn in premium client segments, Netstar partnered with us to strengthen its customer and employee experience interaction.
The Challenge
Low Feedback Visibility and High Operational Complexity.
Despite strong service capabilities, Netstar faced several systemic challenges typical in the security industry:
• Limited structured feedback from clients after callouts, installations, or service events
• High-value customers cancelling due to unresolved issues or poor recovery
• Disconnected internal processes between technical field teams and head office
• No centralized view of complaint trends or staff sentiment
The leadership team needed a tech-enabled solution to gain better visibility across operations and strengthen retention, without adding complexity to already stretched frontline teams.
Our Approach
To address the operational and communication challenges across Netstar’s national footprint, we designed and implemented an integrated experience program that combined customer and employee feedback, automated workflows, and field team engagement tools. The approach was tailored to suit the high-volume, reactive nature of Netstar’s services, spanning call centres, technical field teams, and monitored clients.
• Centralised Complaint & Issue Management: We introduced a feedback system that allowed clients to log complaints or service issues. Submissions were escalated based on issue type, such as alarm failures, guarding incidents, or support delays.
• Field Staff Experience Monitoring: A structured employee pulse survey program was implemented for technicians, guards, and mobile response teams. These regular check-ins were designed to surface training needs, morale indicators, and operational pain points from the field. Feedback was anonymized, compiled, and shared with HR and operations to support better resource planning and staff development.
• Loyalty & Churn Risk Insights: We also developed a client loyalty monitoring framework using NPS and service recovery feedback to identify patterns that could signal future cancellation risk. This included mapping service events and complaint escalations to individual client accounts and contracts, providing a more predictive view of churn drivers.
• Unified Reporting & Management Dashboards: All feedback data from client issues to employee sentiment were integrated into custom dashboards segmented by region, estate, service type, and business unit. These dashboards supported monthly operational reviews and helped managers track progress against internal SLAs and customer satisfaction benchmarks.
The Impact
Improved Visibility, Faster Response, and Greater Customer Confidence.
Our integrated experience program helped Netstar transform its operations from reactive issue management to proactive service leadership.
• Enhanced technician training and onboarding, shaped directly by staff feedback
• Greater alignment between field operations and head office, reducing communication gaps and escalation delays
• A measurable drop in cancellations within high-value segments, supported by targeted loyalty monitoring
• Leadership teams gained full visibility across estates, regions, and service types, allowing for more accurate resource allocation and performance management
With real-time data now flowing from both clients and field teams, Netstar was able to make faster, smarter decisions across business units, and deliver a more consistent, high-quality experience.
