As part of the SCSPR-25 operational targets, SayPro successfully logged a minimum of 30 service-related concern cases raised by parents, staff, and ECD stakeholders during March 2025. Each case was entered and tracked through the SayPro Customer Relationship Management (CRM) System, ensuring structured follow-up and timely resolution.
Objective:
To ensure that all service concerns—ranging from parent complaints to administrative inefficiencies—are:
- Promptly captured, categorized, and escalated
- Tracked through to resolution using SayPro’s CRM
- Used as a basis for continuous service quality improvement in Crèches and ECD Centres
Case Logging & Tracking Process:
- Case Submission:
- Submitted digitally via SayPro Parent Portal, WhatsApp, or staff entry on CRM
- Categorized by type: Communication, Safety, Hygiene, Staffing, Administrative Delay, etc.
- Case Entry:
- Logged into the SayPro CRM under a unique ticket number
- Assigned to a Customer Service Support Strategic Partnerships Coordinator
- Status Updates:
- Cases marked as:
- Pending Review
- Under Investigation
- Action Taken
- Resolved
- Escalated (if unresolved within 7 days)
- Cases marked as:
- Resolution Summary:
- A detailed note recorded per case
- Closure confirmed with the complainant where possible
Performance Summary:
| Case Type | Number of Cases | Resolved | Pending | Escalated |
|---|---|---|---|---|
| Parent Communication Delays | 9 | 8 | 1 | 0 |
| Staff Attitude/Conduct | 7 | 6 | 0 | 1 |
| Centre Cleanliness & Safety | 6 | 6 | 0 | 0 |
| Enrolment & Admin Issues | 5 | 4 | 1 | 0 |
| Learning Materials/Environment | 3 | 2 | 1 | 0 |
| Other/General Inquiries | 2 | 2 | 0 | 0 |
| Total | 32 | 28 | 3 | 1 |
Key Insights & Lessons Learned:
- 88% resolution rate achieved within 7 working days
- Most common issues involved communication breakdowns between centre staff and parents
- Centres with pre-trained staff showed faster and more appropriate case responses
- Use of WhatsApp and the SayPro Feedback Bot significantly increased case reporting
Next Steps:
- Provide refresher training for centres with unresolved/escalated cases
- Introduce monthly case analysis reports to identify recurring trends
- Expand CRM access to include real-time monitoring dashboards for senior regional managers
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