CASE STUDY OF A LEADING PRIVATE BANK
COMPANY BACKGROUND
A leading private bank offers a wide range of banking products to meet different customer needs. As the number of customers increases, new challenges arise. They need to control and monitor every solution given to its customers problems, from all over Indonesia. To ensure that they provide the best and equal customer experience, they need to have a centralized call center.
PRIOR CONDITION
- Information (questions, requests, complaints) coming from customers is handled by each branch directly.
- Service standards, including monitoring, controlling, and coordinating at the corporate level are the main challenges for them in managing its customer service.
OBJECTIVES TO ACHIEVE
- They have ways to maintain standardized customer service, including in supervision, control, and coordination at the corporate level.
CONNECT WITH CUSTOMERS PERSONALLY WHEREVER THEY ARE
KPSG provides a Call Center System with an integrated Ticketing System and access numbers from all over Indonesia which can facilitate them to implement centralized customer service and maintain service standards for their clients.
Inbound Call Center System
Ticketing System
GOALS ACHIEVED SUCCESSFULLY
- With broad access from all over Indonesia, they can implement professional services where their customer service can serve all of their customers at the same time.
- A centralized customer service system helps them in improving better supervision and control so that they can provide a more measurable resolution for its customers.
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