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
We don't sell products—we build long-term partnerships. Our average client relationship spans over a decade because we're invested in your success.
Built for How You Actually Work
We design solutions around your real workflows, not force-fit templates. Every system is tailored to your business structure and goals.
Privacy & Compliance First
Full POPI and GDPR compliance isn't an afterthought—it's built into every system we design. Your data security is non-negotiable.
Data That Drives Decisions
We don't just collect feedback—we transform it into actionable insights that help you make better strategic decisions.
People-Centric Technology
Technology should empower your team, not overwhelm them. We build systems that make your people more effective, not just more automated.
Africa-First Expertise
We understand the unique challenges of operating across African markets—from infrastructure constraints to diverse customer expectations.
Our Journey
The Beginning: 5 Seats & Stacks of Paper
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.
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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