In the financial services industry, trust is not just a virtue but a critical driver of business success. Extensive research, tracked annually since 2019, reveals that customer trust directly influences revenue-generating behaviours such as repeat purchases, brand preference, and willingness to try new products
We design solutions for customer trust and loyalty
Expert systems to manage Customer Experience,
Customer Fairness, and Third-Parties
Building trust: The cornerstone of financial services success
Memorable customer experiences on trust foundation
Trust is the bedrock of customer relationships in the financial services industry. Without it, even the most memorable experiences will fail to retain customers and build long-term loyalty.
With Brilliance, you can balance your efforts, ensuring that memorable CX is supported by consistent, transparent, and trustworthy practices.
CX, Customer Fairness and Third-Party Management solutions
At Brilliance, we understand that maintaining customer trust is a proactive, collaborative and ongoing commitment, not a one-time effort.
We have therefore created specialised solutions designed to enhance Customer Experience, ensure Customer Fairness (TCF), and streamline Third-Party management.
With significant experience and expertise in customer trust and loyalty, systems design and project management, we provide the following services:
- Subscription software
- Systems design and development
- Project management
- Customer consulting
Subscription Software
We provide cost-effective solutions through our subscription-based online systems. To ensure our Software as a Service (SaaS) solutions fully meet your needs, they are fully customised for you. We can even combine some bespoke development with your selected subscription package.
Our range of solutions:
+CX Culture and CX Measurement
+TCF Culture and TCF Measurement
+Complaints and Compliments Systems.
+Third-Party Management Systems
Software that improves customer trust, backed by exceptional service and support.
Systems Design & Development
If our SaaS solutions don’t fully fit your requirements, we offer tailored system design and development services.
We start by listening to your needs, conducting a thorough business analysis, and creating a comprehensive business requirements document and detailed functional specifications, including user experience (UX) design and AI.
Once the design prototype has been validated, you choose whether to manage the project, systems development, and testing independently or to engage Brilliance to do so.
In other words, Brilliance offers both design and development services or design only – the choice is yours.
Project Management
Brilliance offers remote/hybrid freelance, project management services. We manage both systems development projects and organisational change projects.
Over and above the expert project management skills we provide, Brilliance brings extensive customer management knowledge and experience to each project.
We use agile methodologies for continuous feedback and iterative progress, to ensure your project is completed on time and within budget.
Examples of the valuable projects we have run include Systems projects; Complaints Optimisation; TCF implementation; CX culture transformation projects; and new service initiatives rolled out across large organisations.
Customer Consulting
Our specialised consulting services deliver measurable improvements in customer retention, trust and loyalty, service design and quality, CX and TCF implementation.
With a focus on practical guidance and hands-on involvement, we embed customer-centric initiatives across financial institutions and their partners.
By identifying pain-points and implementing tailored solutions, we have a proven track record in enhancing customer trust, retaining customers, and achieving results.
At Brilliance, we know that customer trust and loyalty are built on exceptional quality and consistent value delivery.
Our clients have benefited from a 100% customer retention through our work.
Trusted by over 180 financial services firms
As a testament to our expertise and effectiveness, Brilliance has earned the trust of over 180 financial services firms. Our track record of success speaks volumes, with each partnership resulting in tangible improvements in CX, compliance, and overall business performance.
For insurance companies, UMAs, brokers, banks, pension funds, and medical aids, our tailored solutions have consistently delivered results, Brilliance is the partner of choice for customer culture, customer trust, and customer measurement.
Brilliance loves its clients
We are honoured to serve business leaders who believe in making the world a better place. We exist for our clients’ success.
We’re passionate about your success with customers
This is what our clients say about us
Testimonials about Brilliance – about our software, our service and our MD, Samantha Hillion-Burns
Brilliance is excellent. Samantha has great expertise in fair customer outcomes and complaints management, as well as extensive systems knowledge.
Susan Mercer: Head of Special Projects at Alexander Forbes
You have made my life 100% better with the Customer Feedback Tool. It has significantly helped us with Complaints, Compliments… and more. This is an amazing system! Users are loving it!!!
Elsmarie Beukes: Head of Customer Experience at Momentum Insure
Samantha and all Brilliance does for us has been nothing short of amazing. As always thank you for the speedy responses and amazing service!
Natasha Holt: Head of Market Conduct at Guardrisk
We have been trying to do this ourselves for more than two years. Now, after one session with Brilliance, I eventually ‘get it’!
Glen Silverman: Chief Investment Officer at Investment Solutions
Brilliance transformed our project from a ‘school concert’ to an international philharmonic orchestra. The difference is astounding.
Leanne van Wyk: Head of Legal at Alexander Forbes
Samantha is so passionate about customers. She took our focus on customer outcomes to yet another level of awesomeness!!
Raylene Hersig: Head of Training at Regent
Brilliance helped us align our customer projects to suit the needs of each business unit. This has been critical to our success and in getting us where we are today.
Susan Mercer: Head of Special Projects at Alexander Forbes
While Samantha ran this project, we benefited from observing the way she interacted with stakeholders at all levels and kept us empowered, engaged and moving forward with our teams.
Amagyei Busumru-Banson: Executive at Guardrisk
I am a big fan of the Brilliance systems we are using for our Treating Customers Fairly initiative – both the Culture Improvement and the Complaints Reporting tool.
Simone Steinmeier: Chairwoman and Director at Legal Hero
Thank you for all the additional work you have done on this amazing system! PS: People LOVE it!!!!! Thank you.
Elsmarie Beukes: Head of Customer Experience at Momentum Insure
Thanks for imparting your passion. I enjoyed absorbing the vast knowledge you have and the insights you bring to every moment during my time with you.
Hester Maartens: Team Leader at Regent
Sam’s patience, strength of character, perseverance and excellent communication skills have been indispensable to us.
Susan Mercer: Head of Special Projects at Alexander Forbes
Thank you so much!! Brilliance saved the day. We’ll be sure to remember you, Samantha, when we’re at the gala event receiving our award.
Nommangiliso Phalwane: Senior Consultant at Alexander Forbes
After the coaching sessions I had with Brilliance I was able to compile a customer culture workshop that we ran throughout the company. Even my CEO complimented me 🙂 You made all the difference. Thank you again!
Teboho Kubai: Customer Care and TCF Lead at Africa Direct
We have covered so much ground to achieve better customer outcomes. We would not have been able to do this without your assistance, your professionalism and your guidance. Thank you.
Susan Mercer: Head of Special Projects at Alexander Forbes
For the entire project team and I, Samantha was much more than a consultant or subject matter expert! She was our coach, mentor, and above all a friend and role model.
Amagyei Busumru-Banson: Executive at Guardrisk
