Ensuring exceptional service is a top priority for Blu Label. Quality and accuracy checks on our products provide peace of mind to both customers and consumers.
Blu Label understands the importance of uptime. Downtime disrupts our customers' operations and can significantly impact their businesses. We are committed to continuous improvement in this area.
Blu Label has made considerable investments in redundancy and high availability to ensure that we can reduce the outage of critical services, exceed our SLA targets and achieve the compliance requirements across our channels, municipalities and aggregators. We target 98%+ availability and uptime while ensuring that the time-to-resolution SLA mandates the restoration of services within a maximum of six hours.
Over the past three years, Blu Label has significantly improved its uptime performance. FY25 has seen a significant improvement, exceeding 99.9% for the first time in the last three years.
| Platform uptime | 2025 | 2024 | 2023 | ||
|---|---|---|---|---|---|
| Annual uptime percentage | 99.96% | 99.62% | 99.57% |
Furthermore, in H2 of FY25, BLU increased the focus of performance on the electricity providers and municipalities, yielding positive results as reflected in the table below:
| Electricity uptime | H1FY25 | H2FY25 | |
|---|---|---|---|
| Annual uptime percentage | 82.02% | 92.03% |
Since January 2025, our standard downtime windows have been reduced by 25% from four to three hours per window. This adjustment was implemented to align with core trading hours and to minimise system unavailability.
As part of ongoing improvement efforts, we are evaluating a strategy to reduce downtime frequency, moving from two scheduled maintenance windows per month to one, without compromising service quality or system stability.
These improvements are a testament to our ongoing commitment to investing in infrastructure and cloud technologies, implementing robust redundancy measures, and fostering a proactive system maintenance culture.
Blu Label remains focused on continuous improvement in uptime. We continue to push the boundaries through:
We ensure a reliable and consistent experience for our valued customers by prioritising uptime and embracing a continuous improvement culture.
Blu Label is committed to resolving customer queries effectively and efficiently. We offer multiple channels for customers to voice their grievances and provide feedback, including:
| Metric | FY25 | FY24 | Change % |
|
|---|---|---|---|---|
| Total interactions | 429 212 | 559 323 | 23 |
|
| Voice interactions | 259 674 | 323 714 | 20 |
|
| Multimedia interactions | 169 538 | 235 609 | 28 |
|
| Abandonment rate (voice) (%) | 7 | 6 | 17 |
|
| First call resolution (FCR) (%) | 68 | 65 | 5 |
|
| Headcount (CIC) | 49 | 76 | 36 |
We monitor and analyse data across all channels to identify trends, uncover insights, and proactively address potential issues – ensuring continuous improvement and seamless customer experiences.
| Type of queries | ||
| Product queries | Account queries | Technical queries |
| 73% | 19% | 8% |
| Source of queries | |
| 58% from our merchants/ customers | 42% from end consumers of the products |
| Resolution timeframes
(Calls/multimedia) still within SLA |
||
| Product queries | Account queries | Technical queries |
| 4 days | 1 day | 3 days |
All queries are logged and assigned to dedicated customer support agents for prompt resolution. AI is a critical enabler of efficiency and customer satisfaction. The highlights below clearly bring forth the scalable successes and further elaborate on the use of AI technology in supporting our digital journey and driving down call volumes with improved resolution rates.
On average, 65% of queries from the previous FY, compared to 68% from FY25, could be resolved during the first interaction (on the call/multimedia or through immediate action).
The AI agent demonstrated exceptional reliability in achieving a 94% resolution rate – surpassing expectations and contributing to:
By understanding customer concerns and utilising comprehensive channels, we can address issues promptly, improve service delivery and build stronger customer relationships.
Key highlights of the AI agent in FY25 include:
Bottom line: AI is transforming support boosting – efficiency, cutting costs, and strengthening customer relationships.
At Blu Label, we recognise the importance of a responsible and ethical supply chain, prioritising human rights.
Beyond ensuring efficiency and cost-effectiveness, we actively measure and work to minimise any potential negative social impacts within our operations and supplier network.
Blu Label leverages various channels to monitor and address human rights concerns within its supply chain:
We have not uncovered suppliers that adopted child labour, forced or compulsory labour practices, or that caused actual and potential negative social impacts.
In addition to monitoring, we take proactive steps to minimise human rights risks within our supply chain through:
Beyond compliance, Blu Label aims to create a positive impact in our supply chain by:
To ensure responsible sourcing and ethical practices throughout our supply chain, we will actively monitor human rights risks and measure the impact of our efforts going forward. This will involve tracking key metrics across three areas:
By establishing baseline data for these metrics, Blu Label will track its progress and adapt its approach over time. Combining quantitative data with qualitative insights from interviews and focus groups will provide a comprehensive picture of human rights within our supply chain. This focus on monitoring, proactive measures and impact assessment will allow us to build a more ethical and sustainable supply chain.
BLU Label Unlimited Integrated Annual Report 2025
