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The Best Consumer Finance Company for Customer Service of the Year 2018 commends global organisations on delivering exceptional customer service, dedicated day-to-day customer support, and successful customer experience strategies.
Prudential Finance has embedded high standards of customer experience and best-in-class services in various initiatives launched last year to optimise the company’s resources and infrastructure.
|Atul Dixit, CEO of Prudential Finance (L), receives the award from Global Banking & Finance Review (Photo: GBAF)|
Varun Sash, chairman and CEO of Global Banking & Finance Review, said that Prudential Finance was commended for understanding the value that customer experience plays in building a brand’s positive reputation.
“Moreover, it makes great difference to their business success and customer success,” added Sash.
Meanwhile Atul Dixit, CEO of Prudential Finance, said that the prestigious award is not only a testament to their professionalism, equally important is the acknowledgement and appreciation of the unmatched care and respect with which the company treats its customers.
|The Customer Service of the Year award recognises and rewards organisations who put their customers at the heart of their business (Photo: GBAF)|
Indeed, 2017 was a turning point for Prudential Finance in terms of customer communications and experiences, with more and more customers placing their trust in the company’s services.
Customers enjoy convenient access to a wider range of corporate information through the standardisation and digitalisation of communications channels, such as email and SMS.
Free Wi-Fi access is now available in various company branches. In addition, an Interactive Voice Response system (IVR) was set up to broadcast customised phone greetings, messages, and reminders. This helps provide more personalised experiences to customers whenever they contact the company.
Since the introduction of the new service, 50 per cent inbound calls are handled through the IVR.
Meanwhile, customers are able to obtain the information they are looking for through the automated system, Dixit added.
He went on to say that driving customer satisfaction and delivering impactful customer experiences is core to the company’s continued business success.
|Prudential Finance won the award for delivering exceptional customer service, dedicated day-to-day customer support, and successful customer experience strategies (Photo: Prudential Finance)|
“Furthermore, the new digital era has changed the way we communicate with each other. However, Prudential Finance takes it as an opportunity and a priority to innovate in order to meet the fast-changing needs of our 500,000 Vietnamese customers,” Dixit said.
Besides, Prudential Finance, the first fully foreign-owned consumer finance company operating in Vietnam in October 2007, continues to place high-quality customer services at the heart of everything they do, embracing the values of trust, fairness, and utmost customer care.
The Customer Service Charter sets out the company’s commitments to deliver high-standard customer services. The Customer Care team was established to understand and address customers’ evolving needs. An example was the shortening of the loan application disbursement turnaround time (TAT) which significantly improved customer experience.
In recent years, Prudential Finance has pioneered providing customised financial consultancy and loan programmes to different customer segments. With the widespread business network nationwide, the company has strong capabilities in serving customers with flexible financial solutions, enabling customers to fulfil their dreams and enhance their living standards.
Global Banking & Finance Review is a leading online and print magazine, which has evolved from the growing need to have a more balanced view and informative and independent news within the financial community.
The magazine has been conducting its annual global research into customer services for eight consecutive years now, with a focus on identifying best practices in the consumer finance industry and improving service delivery to customers. The Customer Service of the Year Awards is an important benchmark which recognises and rewards organisations who put their customers at the heart of their business.