CEM Africa 2026

Customers do not see
your systems.
They feel the gaps.

SmartenUp connects the platforms, data and people behind every customer interaction.

Better for customers   |   Easier for teams   |   Clearer for leaders

Customer channelsWhatsAppGmail
SalesforceHubSpotCustomer data
CommunicationMicrosoft TeamsSlack
SAPSYSPROOperations
InsightPower BITableau
The real experience gap

The journey breaks between systems, not inside them.

Every handoff is a chance to lose context, ownership or time.

Customer channel

Request

Context begins in one channel.

×
Customer record

Customer data

Only part of the story is visible.

×
Team workflow

Team workflow

Work is recreated and reassigned.

×
Operations

Operations

Exceptions surface late.

×
Reporting

Visibility

Leaders see the issue after the customer.

Connects the handoffs. Context, ownership and status move with the request.
2026   © SmartenUp (Pty) Ltd | Private & Confidential
02
Pragmatic transformation

Transform without starting over.

Keep what serves the business. Connect the friction. Improve the journey.

KEEP
The platforms that already work
Protect useful investment, familiar tools and proven processes.
→
CONNECT
Data, workflow and ownership
Carry customer context through every handoff automatically.
→
IMPROVE
The experience, one journey at a time
Measure friction, prioritise value and evolve continuously.
Modernise the experience, not the entire estate.
2026   © SmartenUp (Pty) Ltd | Private & Confidential
03
One request, two experiences

Same customer request. A completely different experience.

DisconnectedCustomer chases the business
WhatsApp
RequestContext starts once
Salesforce
RepeatInformation is entered again
Workflow
ChaseOwnership is unclear
Follow-up
Follow upThe customer asks again
ConnectedThe business keeps the customer informed
WhatsApp
Capture onceChannel and context stay attached
Salesforce
Route with contextOne customer history
ClickUp
Owner + SLANext action is visible
Proactive update
Update earlyBefore the customer asks
2026   © SmartenUp (Pty) Ltd | Private & Confidential
04
Value felt across the business

Customers feel it. Teams deliver it. Leaders can see it.

For customers
Less waiting. Less repetition. More certainty.
Faster answers
Proactive updates
Lower customer effort
For teams
Full context. Clear ownership. Fewer manual tasks.
Smoother handoffs
Visible next actions
Less system switching
For leaders
Live bottlenecks. SLA risk. Measurable journeys.
Earlier intervention
Clear accountability
Evidence of value
One connected experience, felt at every level.
2026   © SmartenUp (Pty) Ltd | Private & Confidential
05
Value that can be measured

Connected processes create measurable business value.

Business value model
+Time saved
+Manual work removed
+Rework avoided
+Retained or grown value
−Build and run cost
Net business value created
Build the case using the client's own volumes, baselines and costs.
Speed
Response + resolution time
Where does the request wait, and for how long?
Quality
First-contact resolution + effort
How often is the journey solved without repetition?
Efficiency
Manual steps + cost per resolution
What can be removed, automated or prevented?
Growth
Retention + conversion
How does a better journey protect or create value?
Measures aligned to common service KPI and automation value frameworks.
06
Platform-flexible by design

Your platforms. One orchestrated experience.

Bring us the problem. We make the ecosystem work harmoniously around the customer.

Customer channels
Capture
One request, any channel
Customer data
Context
One history across touchpoints
Integration + automation
Orchestrate
Signals move automatically
Work + operations
Execute
Clear action, owner and SLA
Insight + visibility
See
Live journey health and value
SmartenUpDesigns, connects and improves the journey across the stack.
Illustrative ecosystem. SmartenUp works around the platforms already used by the business.
07
Proof in delivery

Recognition that backs the work.

SALESFORCE | 2024
SALESFORCE | 2025
DIGITAL CX AWARDS | 2024
Digital CX Awards 2024 Outstanding API Initiative for Customer Experience
Two consecutive Salesforce partner wins. One award-winning customer experience.
08