About Us

 

Making the world more customer centric!” This is our goal and the foundation of everything we do.

Quick facts

 

  • Smoke Customer Care Solutions is a privately held company and was established in South Africa in 2007. Our headquarters are in Johannesburg.
  • We conduct more multi-channel surveys than any other company in Africa.
  • Our software enables voice of the customer feedback through 14 channels, including IVR, SMS, USSD, email, web, CATI, CAPI, social media, kiosks and QR codes.
  • We combine market-leading technology and our passion for delivering service over and above our clients’ expectations.

Our story

 

The last straw of a bad customer experience catapulted Andrew Cook from his promising career as a CA into the field of customer experience management. He had a choice: become another disgruntled customer or do something to change the way businesses engage with their customers. Andrew directed his energy into making it easier for customers to be heard and for businesses to take action. With some hard work, clever programming and an entrepreneurial spirit, Smoke Customer Care Solutions was founded.

The Smoke CCS team was formed in 2007 and the first steps were taken to develop a post-call interactive voice response (IVR) survey solution. This software is now known as Eyerys, and it enables companies to continuously monitor service levels delivered in call centres, in the retail environment, online, and every other customer touch point.

From software to soft skills, we now combine innovative technological solutions with advisory services so that companies are able to broaden and develop their customer experience strategies.

Smoke CCS has grown to include the expertise of some of South Africa’s most creative and talented developer, operational support and sales brains.

 

Awards

 

In 2012 we won the Technology Top 100 (TT100) emerging and small enterprises award for “Excellence in the Management of Innovation“. The company also scored two additional nominations for “Excellence in the Management of Technology” and “Excellence in the Management of Systems”. Please read our full press release here.

  • Technology Top 100 Award
  • Smoke CCS TT100 Awards
In 2013 we took home two awards at the Technology Top 100. The Director General’s Award for Overall Excellence in recognition of sound innovation and a constant re-evaluation of market offerings and the Award for Excellence in the Management of People. You can read more about the award ceremony here.

In addition to the TT100 awards we were also finalists at the 2013 Accenture Innovation Index awards where we were competing against some tough competition.

 

Executives

 

Andrew Cook (affectionately known as Optimus Prime in the office)

Andrew Cook CartoonGreat customer service is Andrew’s mission in life. In fact, it’s more than a mission, it’s an obsession. As CEO of Smoke CCS, he believes that every customer, who spends their hard-earned Dollars/Pounds/Euros/Rands/Yen, should be treated in a way that is deserving of their time and money. He focuses on connecting companies with their customers and using the customer feedback loop to enhance business processes for both large and small organisations.

Andrew’s personal belief in good service and making the world more customer centric propelled him from a promising career as a CA at KPMG into the then-unchartered area of customer experience management. He has never looked back. He is constantly amazed at the difference that great customer experience makes to customer retention, wallet share and loyalty as well as to employee retention and company growth. It leaves him wondering why every company in the world does not have exceptional customer service as their number one priority.

Andrew Cook LinkedIn profile

 

Andrew Burns (affectionately known as Neo in the office)

Andrew Burns CartoonFiguring out ways to ensure that technology delivers on its promise to the people that use it, is what gets Andrew Burns up early every morning. Andrew’s fascination with technology began before he even learnt to walk and this intuitive understanding of technical processes naturally lead him to study and pursue a career in information technology. Andrew keeps Smoke CCS at the forefront through innovatively developing and harnessing technology to simplify business, make processes more efficient and connect companies to their customers.

Andrew joined Smoke Customer Care Solutions in 2012 after a 10 year tenure as CTO and shareholder of Dial a Nerd. Having successfully facilitated the growth of Dial a Nerd’s business division and internal technology systems, his need to contribute and make a bigger difference proved a perfect fit with Smoke CSS. He is the Technical Director and part of the solutions team that develops voice of the customer and customer experience management technology so that the voice of the individual is heard and companies win customer loyalty.

Andrew Burns LinkedIn profile