22 GHL SYSTEMS BERHAD 199401007361 (293040-D) ANNUAL REPORT 2022 ,&: 4645"*/"#*-*5: %*4$-0463&4 (Cont’d) 6/ 4%(T .BUFSJBM 4VTUBJOBCJMJUZ .BUUFST ,FZ 4UBLFIPMEFS (SPVQT ,FZ )JHIMJHIUT BOE .BOBHFNFOU "QQSPBDI $VTUPNFS (SPXUI $VTUPNFS &YQFSJFODF t $VTUPNFST 1. Upgraded the Merchant Portal services with dashboard enhancements to improve user experience. 2. Maintained the Net Promoter Score to gauge customer satisfaction. 3. Engagement of new customers through monthly Welcome Calls and provision of a Terminal User Guide. 5FDIOPMPHZ BOE *OOPWBUJPO t $VTUPNFST 1. Launch of Digital Lending to enable small and medium enterprise transition from traditional cash transactions. 1SPEVDU BOE 4FSWJDF 2VBMJUZ t $VTUPNFST 1. Regular review of merchant experience to inform GHL service quality monitoring. 2. Monthly Service-Level Agreements (“SLA”) Reports for banks to communicate GHL’s progress against terminal fault calls. $VTUPNFS &NQPXFSNFOU &WFOU t $VTUPNFST t .FEJB 1. Key study case for the Chartered Financial Analyst (“CFA”) Research Institute to present an overview of Group’s operations, contribution and achievements in the cashless ecosystem. 2. Participated in Singapore ESG Summit – Future Roadmap for Net-Zero in Singapore. 3. CEO Malaysia, Kevin Lee’s speech in Gartner and ADVANCE.AI’s Strategic Advisory Session sharing on how financial inclusion and digitisation helps to simplify access to micro merchant loans. 4VTUBJOBCMF 8PSLGPSDF BOE $PNNVOJUZ &NQMPZFF %JWFSTJUZ BOE *ODMVTJWJUZ t &NQMPZFFT 1. Diversity and inclusion training programme embedded into onboarding programme for new hires. 2. GHL Malaysia organised a Ramadhan Iftar Food in spirit of Hari Raya 3. Zero incidents of discrimination recorded at GHL. $POEVDJWF 8PSLQMBDF t &NQMPZFFT 1. Review and update of for the Labour & Human Rights Policy 2. Regular Townhall sessions for employees to voice any grievances in the workplace. 3. Comprehensive workplace policy and guideline to curb COVID-19 infections. 4. Curated workshops for GHL Wellness Month to promote physical and mental care amongst employees. 5. Implementation of the Group Occupational Health Safety And Environment Policy SUSTAINABILITY STATEMENT CONT’D
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