Customer

Service
Strategy
2017 AND BEYOND
Focus Pillars
Focus Pillars= BSC

Finance
People

Process

Customer
Great
Motivated Service Customer Profitable
People Quality Loyalty Network
People Strategy

 To maintain people turnover below 5%

 To maintain employee satisfaction above 90%
 To attain 10% career movement for staffs
 To implement Performance Dialogue in 2018
Process & Tools Strategy

 To implement Global Contact Center Up

gradation (GCCU) by 2018
 To continue review and simplification of process
 To continue automation of process
 To embrace new technologies for increasing
efficiency and customer satisfaction.
Customer Strategy

 To provide WOW experience for Customers

consistently
 To identify current improvement scopes through a
cross functional workshop in 2018
 To promote customer self service through
Electronic Shipping Solutions (ESS) for the ease of
customers
 To achieve 80% First Track Resolution by end of
2018.
 Improve NPS to 65%.
Finance Strategy

 To attain double digit YOY growth for upselling

 To maintain/reduce customer service cost despite
increasing number of sales
 To attend conferences, learn global best
practices and implement as required.