01 Oct 2019
Jakarta, 1 October 2019 - PT. VADS Indonesia in collaboration with Botika Teknologi Indonesia and Genesys, once again held a Financial Services Industry seminar with the theme "Managing Your Digital Customer With CX Digital Solution", at JS Luwansa Hotel, Jakarta. This seminar is an annual activity of PT. VADS Indonesia which has been taking place since 2016.
This event presented 3 experienced and competent speakers in the field of financial services and digital solution customer experience namely Nufransa Wira Sakti (Head of the Communication and Information Services Bureau of the Ministry of Finance of the Republic of Indonesia), Ditto Anindita (CEO & Founder of Botika Teknologi Indonesia), and Hunady Budihartono ( Regional Sales Director Genesys). While the seminar attendees were executives from 30 well-known companies in the financial industry including Bank BNI, BCA Finance, Bank BTN, Manulife Asset Management Indonesia, Astra Credit Company, Allianz, Mega Insurance, Commonwealth Bank, and also representatives from government and ministries.
"The purpose of this seminar is to educate the market about the importance of managing customer experience through CX digital solutions, namely Intelligent Omnichannel and Artificial Intelligent. With this solution, all communication channels with customers on social media such as Twitter, Facebook, Instagram, chat, and voice are in one application. So that services for customers who need information can be responded quickly and precisely through various social media. Also, we can view customer profiles, analyze and monitor customer trips from each of their interaction channels on our platform, to provide Customer Experience with the fastest and best solution. Smart Assistance and customer service at the Contact Center can also provide First Contact Resolution (FCR), by accessing the knowledge base application. The escalation process can also be done quickly and measurably through an integrated ticketing system, to achieve an excellent Customer Experience, "said Deddy Hermansyah, Chief Marketing Officer of PT. VADS Indonesia.
Hunady Budihartono, Regional Sales Director of Genesys speak about Delivering Customer Experience Through Digital Solution
Not only in the private sector but also in government institutions in the public sector. Hunady Budihartono, Regional Sales Director of Genesys, one of the partners of PT. VADS Indonesia also revealed "Customer Experience is directly proportional to Brand Experience, where 80% of customers are willing to pay more for a better experience, and more than 50% of customers move to other brands because of poor customer experience.
One form of customer experience is the contact center. The presence of a Contact Center has become a necessity for the financial industry, by following the Financial Services Authority Regulation (OJK) Number 1 / POJK.07 / 2013 concerning Consumer Protection in the Financial Services Sector, which states that every financial services actor is required to handle and resolve consumer complaints.
Especially in the era of Industry 4.0 which is very close to the digital world today. Where there is a shift in the habits of customers who used to submit more complaints through voice channels (telephone), now changed to use digital channels through social media on their respective gadgets. By providing maximum service with the right tools to customers, it will help companies answer incoming complaints. Such as Omni-channel services owned by PT. VADS is currently the development of a Contact Center where the use of a single platform for all communication channels such as e-mail, video calls, social media, live chat, voice, and other non-voice channels.
Nufransa Wira Sakti, Kepala Biro Komunikasi dan Layanan Informasi Kementerian Keuangan Republik Indonesia speak about Managing Digital Customer in Ministry of Finance
The same is the case with government agencies, one of which is the Ministry of Finance. In addition to improving services by developing digital services such as the M-PPID application (application for public information services), E-PPID, S-IPPID, and other digital services, the Ministry of Finance also integrates its contact center with the Omni-channel platform. "Currently 11 units in the Ministry of Finance already have a Contact Center, 7 units of Echelon 1, 2 units of Echelon 2, and 2 units of the Public Service Agency. And on average they have used the Omni-channel platform, "said Nufransa Wira Sakti, Head of the Ministry of Communication and Information Services Bureau. "Now the momentum is right to integrate the contact center at the Ministry of Finance with the Omni-channel platform so that the Ministry of Finance has an integrated system with information service systems for the public," continued Nufransa.
Ditto Anindita, CEO & Founder of BOTIKA speak about Answering Opportunities using AI Technology in Financial Services
One form of omnichannel is the smart chat assistant or better known as Chatbot. "With a chatbot, customers can access services faster such as checking balances, recent transactions, updating personal data, reporting losses, to making complaints," said Ditto Anindita, CEO of BotikaTeknologi Indonesia, one of PT's partners. VADS Indonesia. "With Chatbot, companies can reduce operational costs, increase customer engagement and experience, and develop other services using analytics from customer data," continued Ditto.
Besides Omni-channel there are still many solutions and services provided by PT. VADS Indonesia to manage the customer experience of clients in the current digital era. "Until now PT. VADS Indonesia has provided services to government agencies such as the Ministry of Finance and large finance companies in Indonesia such as Bank BCA, Bank BTN, OCBC, Manulife, Cigna, and so on. PT. VADS Indonesia is ready to assist clients from the Financial Service Industry, which have developed services to digital or not, from banks, finance companies, insurance companies, to fintech companies such as Payment Gateways, Market Aggregators, Risk & Investment Management, P2P Lending & Crowdfunding, etc. ", continued Deddy Hermansyah.
"In the future, PT. VADS Indonesia will continue to innovate following the development of existing technology, industry and markets and is committed to providing maximum and best service for its clients and customers ", concluded Deddy Hermansyah.